Estimated Delivery Times:
We despatch all orders within 1 business day of receiving payment. We use Startrack and Australia Post eParcel to get your order to you. Due to the ongoing COVID-19 pandemic, shipping partners in Australia may be experiencing intermittent delays in delivery times. While we are conscious of the excitement in purchasing new gear online, we cannot control delivery times once the order has left our store. If you believe your delivery is late or missing, please call us on (02) 9665 9088 or contact us at [email protected] and we will work with you to resolve the matter as quickly as possible.
Collecting orders in store:
If you have selected in-store pickup, you will receive an email notification when the order is ready for collection. We ask that you collect and finalise payment for your order within 7 days of placing it. Unless we have agreed to other arrangements, we cannot guarantee stock will available for immediate collection after 7 days of placing the order.
Free shipping on eligible orders:
We are able to provide free shipping on eligible orders over $199. Excluded from this are items that exceed certain weight and dimension limits.
Shipping to different climates:
Instruments may need minor setup adjustments once it arrives to you. Due to the nature of wood and string tension, shipping any stringed instrument from one climate to another will affect the playability. When we set up a guitar in our store, we cannot guarantee the instrument will respond in the same way once it's in a different climate. We will always send out a care guide specifically designed for the climate of the destination. Very rarely, strings can break due to shifts in climate and movement in the wood. Unfortunately we cannot send out replacement strings if this occurs. Please contact us if you have questions or concerns about your instrument, our staff are always on hand to help in after sales support.
After payment for your order has been processed, we will begin fulfilling your order. An order confirmation email will be sent to the email address used at the checkout. At times, we may contact you to request additional information about your transaction. This is to minimise possibility of fraudulent transactions, and we appreciate your understanding in this.
All outbound packages are covered by transit insurance Australia wide.
When your order is collected by our couriers, you will receive a shipping confirmation email. This email contains a link for you to track your order. If you have any concerns or questions about your order, you can reply to your order email or direct an email to [email protected]
Signature on Delivery:
Please be aware, delivery times typically fall between business hours on weekdays. We cannot ship items to a PO Box. Most items we ship will require a signature on delivery. If it is unlikely that you will be able to sign for your delivery when it arrives, we recommend you nominate a work address for us to ship your items. If you suspect your package has been damaged in transit, please do not sign for it. Contact us immediately if this happens. We will assess the situation and advise you with the next steps to take.
We are committed to reducing plastic in orders we ship. This means we collect, store and repurpose packing materials like bubble-wrap, air pockets, cardboard void-fillers and cardboard boxes. We strive to reuse packaging we receive from our suppliers and are moving forward to environmentally responsible packaging as soon as possible.
If you exchange your items due to change of mind, you are responsible for shipping costs for returning the items. Additionally, on all returns (excepting warranty returns), the initial free shipping from Sunburst Music where applicable will be deducted from the exchange/credit amount. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. for more details please refer to our Return & Refunds Policy.