Shipping Times
Most orders ship the same or next business day.
Guitars and larger items (like amps) may need a little extra time for inspection, setup and packing.
Freight costs are calculated by the courier based on order size, weight and destination. To discuss freight, call 02 9817 2173 during business hours.
- Orders usually ship from Gladesville, NSW via TNT Road Express, Australia Post or Couriers Please.
- Some items may be shipped directly from suppliers; you’ll be notified if items are sent separately or delayed.
Instruments & Amps
For instruments, we ship using TNT Road Express. Please allow up to 2 business days for setup, packing and dispatch, and 2–8 business days for delivery depending on your location. Couriers collect once per day; orders placed after collection will dispatch the next business day. Orders are covered by transit insurance.
Smaller Orders
For small items such as pedals and accessories we ship using Express Post.
Address Details
You must provide a correct shipping address and contact details.
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Courier deliveries must go to a physical address (no P.O. Boxes)
- A business address is strongly recommended
- Extra charges may be incurred from the logistics company if no-one is home
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Deliveries occur Monday to Friday during business hours
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If no-one is available, you may need to arrange re-delivery and a re-delivery fee may apply at the courier’s discretion
Click & Collect
Once your order is ready, you’ll receive an email notification.
To collect, you will need to bring:
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Your order number
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Order confirmation
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The credit card used for payment
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Photo ID (e.g. driver’s licence, passport) if requested
If someone else is collecting, we may require additional ID/security checks. Contact us if you have special Click & Collect requirements.
International Orders
We are unfortunately not able to ship internationally.
For NZ customers, we are looking into this but do not have a secure cost-effective solution.
Shipping Exclusions
Some items can’t be shipped — for example, used amplifiers. The reasons vary, but with used amps we often don’t have the original factory packaging, and we don’t have a practical way to source or make suitable cartons.
In the past, we’ve also been hit with unexpected post-sale freight charges when an item falls outside a carrier’s handling guidelines (for example, it can’t go through conveyor systems). These fees can be significant and are billed after delivery, leaving us out of pocket.
Free Shipping
Free shipping applies to:
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Online orders within Australia over $599
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Excludes WA, NT and Tasmania
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ONLY on products marked with free shipping on www.guitarfactory.net
To check if an item qualifies for free shipping, add a product to your cart with your address. Other states and territories see live shipping rates at checkout.
Free shipping offers do not apply in-store. In-store pricing reflects store operating costs, staff service and the ability to try gear before purchase.
Items Damaged in Transit
Do not sign for a package if you suspect it is damaged. Signing confirms you received it in good order.
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Check that packaging is intact
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Confirm the number of items matches the courier’s documentation
If your item is damaged, contact us immediately on 02 9817 2173. All cases are assessed individually. We will need:
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Your name & order number
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Salesperson (if known)
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Your address
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Gear ordered
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A brief description of the damage
Returns and Refunds Policy
We do not refund or exchange if you simply change your mind. Please choose carefully.
If you return an order:
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Return freight is at your cost
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The original shipping cost will be deducted from any refund
Returned items must be:
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Undamaged, unused and in as-new condition
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In original packaging
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With all accessories included
Keep your receipt as proof of purchase.
You are entitled to a refund, repair, replacement or store credit if products are:
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Faulty due to manufacturing defect within warranty, or
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Significantly different from what was shown or described
Damage caused by abuse, mishandling or misuse is not covered by warranty.
For return enquiries, please call 02 9817 2173 during business hours.
