Dispatch and shipping addresses policy
Orders will be dispatched from Auburn, VIC by Startrack, Australia Post, Couriers Please or Fastway Couriers. Some orders may be dispatched directly from our suppliers in order to shorten delivery time - you will be notified if this applies to your order. Please allow up to 2 days for dispatch and 2-8 working days for delivery. Orders are covered by transit insurance. It is your responsibility to supply us with your correct shipping address. Couriered items cannot be sent to PO Box addresses.
Items sent by courier are delivered during business hours and require a signature for confirmation of delivery. We therefore strongly recommend you nominate a WORK ADDRESS or similar for shipping. If there is no-one at the delivery address when the courier attempts delivery, you may be charged a re-delivery fee.
We ask you for a valid shipping address, email address and your best contact phone number during checkout.
Items damaged in transit
DO NOT 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. If your item is damaged, you must call us (03 9818 8423) or email us (firstname.lastname@example.org) to notify us within 24 hours. So we can help you best, please include your name, address, items ordered and a brief description of the apparent damage. All items will be assessed by us on a case by case basis.
Goods sent by courier can be tracked using the usual "track-and-trace" feature on courier websites. You will find your Tracking Number and courier website address printed at the bottom of your shipment confirmation email.
Request for additional identification
For some high-value orders, we may ask you to provide additional identification to confirm credit card information. You will be notified by us by telephone or email if this confirmation is required. We appreciate your understanding as we try to minimise fraudulent transactions.
Returns and refunds policy
Subject to the requirements of law, Brolga Music will not refund or exchange an item if you change your mind; please consider your purchases carefully.
To return an item for warranty assessment, and so we can serve you best, the following procedure must be followed. We reserve the right to refuse the return of any item that does not comply with this procedure.
- E-mail us at email@example.com to notify us of the faulty item. Include your name, best contact phone number, invoice number, product name and fault description.
- We will reply to you within 3 working days. If your return is approved, we will give you return details and the return address. This address may be Fine Music, the authorised repairer or other authorised third party. We may also request further information to process the return.
- Return freight costs are to be paid by the customer, and cannot be refunded.
- Every returned item must be undamaged, unused and in as-new condition, in its original packaging.