Shipping policy

SHIPPING

We are a small, locally owned and run business who work hard to get you your gear as quickly and easily as possible. Most orders ship within 1-3 business days, but some items may need a little more attention. For guitars and other large purchases such as amplifiers, drums or similarly heavy or fragile equipment please allow time for us to thoroughly inspect, setup and pack your gear.

Freight costs are charged as a flat rate for parcel post and another for standard courier. If you live in a rural area or in WA or TAS we have a seperate shipping rate to accomodate the increased rates. If you wish to discuss freight or arrangements please contact us on (02) 4782 1121 during business hours or by email or social media.

Most orders are dispatched from our store in Katoomba NSW using Couriers Please Road Express and Australia Post. Some items may be drop-shipped directly from the respective supplier in order to shorten delivery time - you will be notified if items are to be sent separately or if there will be a delay in shipping.

Please note that once your order leaves our store it is in the courier’s hands and we cannot control delivery times. Please allow up to 2 days for set-up, packing and dispatch and 2-8 working days for delivery. Couriers pick up from our store during business hours, usually the day after we have placed the booking, and we do not have control over when pickup happens. Orders are covered by transit insurance and we can provide you with a tracking number should you wish to check the status of your order yourself.

It is your responsibility to supply us with your correct shipping address and contact details. Items sent by courier must be signed for and delivered to a physical address NOT a P.O. Box and are only delivered during business hours, Monday to Friday - we therefore recommend you nominate an address where someone will be available to sign. If no-one is present at the time of delivery your item will not be delivered and you may have to personally arrange a new delivery time. In this situation you may also be charged a re-delivery fee. This is out of Katoomba Music’s hands and at the discretion of the courier company.

INTERNATIONAL ORDERS                                                                                   
We are currently not shipping internationally through our website - if you would like to enquire about shipping an item overseas please contact us.

FREE SHIPPING
Free shipping applies to orders placed within Australia over $599, online orders only and only to products indicated. In order to qualify, orders must be placed directly on www.katoombamusic.com.au. Products advertised online with free shipping do not equate to a discount instore. This is due to store costs such as receiving and displaying gear, speaking to sales staff personally for advice and the opportunity and time taken to test the gear before purchase.

ITEMS DAMAGED IN TRANSIT
Never sign for a package if you suspect it is damaged. Signing for an item means it has been received in good order, and any damage is no longer the courier's responsibility. Check that the box or packaging is intact and make sure you count the items - this number will be on the document or screen the courier is holding out for you to sign. (We do the same when gear arrives here.)

If your item is damaged, contact us immediately on (02) 4782 1121 or Contact us. We’ll need all your details to help best so please provide your name, salesperson concerned (if you know it), address, gear ordered and a description of the apparent damage. All items will be assessed by us on a case by case basis.

OUR RETURNS AND REFUNDS POLICY
While we aspire to be generous, Katoomba Music cannot refund or exchange an item if you simply change your mind. Please consider all purchases carefully. Return freight costs are to be paid by the customer, if you choose to return your order, we will deduct the cost of shipping from any refund. Returned items must be undamaged, unused and in as-new condition, in original packaging and with all accessories included, if applicable. You must keep your receipt as proof of purchase.

You are entitled to a refund, repair, replacement or credit if the products you have bought are faulty due to manufacturing defect and within the manufacturer’s warranty period or are significantly different to those shown or described to you.
If items are found to be faulty as a result of abuse, mishandling or any sort of misuse they will not qualify for warranty refund, repair, replacement, or credit.

Please contact us on (02) 4782 1121 during business hours should you require information on returning items.