Frequently Asked Questions

Shipping & Delivery

Do you offer free shipping?

Yes! We offer free economy shipping Australia-wide (excluding some remote islands, such as Christmas Island).

For full shipping information, please see our Shipping Page.

How do I know if a product is in stock?

The easiest way is to check the product page on our website.

If a product is marked "In Stock", it is physically in our Sydney warehouse and ready for dispatch.

Do you ship from China?

No. All orders are shipped directly from our warehouse in Sydney, Australia, ensuring fast delivery throughout the country.

You can estimate delivery times using our Shipping Calculator.

How long will my delivery take?

We dispatch orders quickly. Orders placed before 12:00 pm AEST (Sydney time) are generally shipped the same business day (excluding weekends and public holidays).

We use trusted carriers to deliver orders throughout Australia. Delivery times vary depending on your location and the shipping service selected.

What happens if I'm not home when my order arrives?

Delivery procedures vary depending on the carrier:

Australia Post may leave the parcel in your mailbox (if it fits), at a safe location if Authority to Leave has been provided, or at your local post office.
Courier services may leave a calling card with instructions for arranging redelivery.

If your parcel is delayed beyond the estimated delivery timeframe, please contact us, and we'll be happy to assist.

What happens if my guitar is damaged during transit?

We pack our instruments so that they can deal with the roughest of delivery drivers. However, if your guitar does happen to suffer a bump, you're covered. We'll do our best to replace the guitar as quickly as possible.

Please refer to our Returns Page for further details.

Ordering & Payment

I'm having trouble placing an order. Can you help?

Absolutely. We have a step-by-step guide that walks you through the ordering process.

If you still need assistance, contact our customer service team and we'll be happy to help.

Has my order been successful?

You should receive an order confirmation email within 5 minutes of placing your order.

If you haven't received it, please check your junk or spam folder first. If it's still missing, contact us at sales@artistguitars.com.au or call 1300 489 816.

Can I pay when I pick up my order?

Yes. We accept payment upon collection.

Accepted payment methods include:

EFTPOS
Visa
Mastercard
American Express
PayPal

What are your bank account details?

Our bank account details are included on your invoice.

If you're paying by direct deposit, please refer to the payment instructions provided with your invoice.

Showroom & Pickups

Can I try before I buy?

Yes! You're welcome to visit our showroom during opening hours to see and try our products before purchasing.

We also offer flexible payment options through Afterpay and Zip Pay for eligible customers.

Can I collect my order from your warehouse?

Yes. Pickup is available from our warehouse and showroom.

Address
Unit 6/26 Nelson Road
Yennora NSW 2161

Opening Hours
Monday–Saturday: 10:00 am – 4:00 pm
Sunday & Public Holidays: Closed

See our Directions page for location details.

Returns, Refunds & Warranty

How do I return an item?

Just create a support ticket here, and we'll work out the best solution for you. Alternatively, you can email sales@artistguitars.com.au or call us on 1300 489 816 with the details of your item and your order ID. We will then work out if the unit can be repaired, replaced or refunded for you. More info here.

Please provide your order number and details of the issue so we can determine the best solution, whether that's a repair, replacement, or refund.

Does it cost me anything to return an item?

No. Our 100-Day Money-Back Guarantee ensures you can return eligible items without additional return costs.

When will I receive my refund?

Once your return has been received and approved, refunds are typically processed within 48 hours.

Please note that your bank or financial institution may require an additional 1–2 business days to clear the funds back into your account.

Products

Where are your guitars made?

Artist Guitars are designed in Australia and manufactured in China.

We work closely with our manufacturing partners to ensure high-quality standards, reliable performance, and excellent value for money. We have been working with guitar manufacturers for over 15 years to continually improve our instruments and accessories.

What brand are your guitars?

All of our guitars are sold under the Artist brand.

These instruments are designed specifically for us and sold directly to customers, helping us offer excellent quality at competitive prices.

Why can't I find Artist Guitars in retail stores?

Artist Guitars are sold directly to customers through our online store rather than through traditional retail outlets.

By selling direct, we reduce overhead costs and pass those savings on to our customers while maintaining high-quality standards across our range. This direct-to-customer model allows us to offer exceptional value without compromising on quality.

Payment Options

What is Afterpay, and how does it work?

Afterpay is a 3rd party payment service that allows eligible customers to purchase products and pay in instalments over time.

Simply select Afterpay during checkout and follow the prompts to complete your application or sign in to your existing account.

Eligibility criteria, spending limits, fees, and terms are determined by Afterpay and may change over time. Please visit Afterpay's website for the latest information.

What is Zip Pay and how does it work?

Zip Pay is a 3rd party payment service that allows eligible customers to make purchases and pay over time through flexible instalments.

Choose Zip Pay at checkout and follow the registration or login process.

Fees, limits, eligibility requirements, and repayment terms are determined by Zip Pay and may change. Please refer to Zip Pay's website for current details and conditions.

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