Frequently Asked Questions

 

Your item shows free freight.  How much is freight to ___?

We offer free economy freight Australia Wide (except for the islands like Christmas Island) see more details on our shipping here.

 

How do I know if a product is in stock?

The best way to check is to look on our website. If a product is displayed as "In Stock", this means that the product is in our Sydney warehouse ready to ship direct to you! See more details here.

 

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

We have an easy to follow guide to placing an order on our website.  Just click here.

 

Can I try before I buy?

Sure can! Just come to our warehouse and showroom during opening hours. We also offer credit services ZipPay and AfterPay.  These allow you to pay off your purchase over a longer time period, or try before you buy (Up to 30 days).  See more details on ZipPay here or Afterpay here.

 

Can I pick up the item from you?

Yes. We have pickup available from our warehouse and showroom.

  • Our Address*
  • Unit 4/2 Berne St
  • St Peters, NSW
  • 2049
  • Open Hours
  • 10am-4pm Monday - Saturday
  • Closed Sundays & Public Holidays

* Click here for directions

 

If I have a problem with my item, How do I return it ?

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.

 

Can I pay when I pickup from the warehouse?

Yes! We prefer credit or debit cards. We accept Eftpos, Credit Card (Visa,Master Card and American Express) or Paypal.

  • Showroom Open Hours
  • 10am-4pm Monday - Saturday
  • Closed Sundays & Public Holidays

 

 

 

 

Where are your guitars made?

Our Guitars are designed in Australia and made in China. We work closely with the factory to get the best possible quality and value.

 

Do you ship from China?

No. We ship from our warehouse and showroom in St Peters, Sydney so you'll receive your order super fast!  Check our shipping time calculator here.

 

Has my order been successful?

All successful order transactions will produce an order confirmation email within 5 minutes of purchase. If you have not received your order confirmation email send us an email at sales@artistguitars.com.au or call us for free at 1300 489 816

 

When will I receive my refund or credit?

Once received, we will process your request within 48 hours. Please keep in mind that your financial institution can take an extra 48 hours to clear the funds back into your account.

 

How long will my delivery take?

At Artist Guitars we ship super fast. Orders placed by 10:00am AEST (Sydney Time) for delivery to a Sydney Metro address are shipped and delivered same day, excluding small items such as guitar picks (Excluding weekends and public holidays). Orders placed by 3:00pm AEST (Sydney Time) for delivery are shipped same day (Excluding weekends and public holidays). We use a combination of Australia Post, eParcel and Couriers Please to ship our goods to you as fast as possible. Once the package leaves our warehouse the time to your door depends on your location.

For more information see our Shipping Page.

 

What happens if I'm not home to receive my package?

This depends on the carrier.

  • Australia Post will drop it to your local post office, unless it will fit in the mail box, or you have left "Authority to Leave" instructions.
  • Couriers Please and Toll will leave a card with details on how to organise a redelivery.  If the delivery has taken longer than the estimated delivery time and you still have not received your order, call Couriers Please on 1300 753 273 or Toll on 1300 366 684

For more information see our Shipping Page.

 

If I return an item does it cost me any money?

No. Our 100 Day 100% Money Back Guarantee ensures there is no cost to you. Just contact us so we can arrange for you.

 

What happens if my guitar gets damaged in transit?

No problem!  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.  


See our Returns Page for more info.

 

What are your bank account details?

Our bank details are listed on your invoice.  If you need to make a direct deposit payment please refer to your invoice for instructions.  

 

What brand are your guitars?

Our guitars are all "Artist" Brand. These are our own designs. You save a lot of money by buying factory direct. We have been working with guitar factories for over 15 years.

 

Why can't I find Artist guitars in retail shops?

You can't buy an Artist Guitar in store because we choose not to sell to other retailers. We have a totally different business model and have chosen to market and sell our products online. This means our costs are down, and we can pass those savings on, directly to you. All our musical equipment is designed for players of all levels, from beginners to seasoned musicians. We make sure that our products are built to a high quality.

 

What is AfterPay? How does it work?

AfterPay is a 3rd party payment service that allows you to order up to $1000 of products and pay it off over 4 x fortnightly installments. To use this service just check out as normal and choose AfterPay as your payment method.  You'll be redirected to the AfterPay site where you can login or register for a new account. There are no additional costs to you for using this service.  A couple of things to note:

  • You need a credit card or debit card to sign up (limit for debit card is $500, limit for a credit card is $1000)
  • Installments will be deducted from your account on a date specified when you register.  If you have insufficient funds in your account you'll be charged a small fee.
  • If you are a new AfterPay user, you must make the initial payment upfront upon registration.  You will no longer be considered a 'new' customer once you have fully paid off your first order AND 6 weeks have passed since you placed that order.

For more details on AfterPay, visit their FAQ page.

 

What is ZipPay? How does it work?

You ZipPay is a 3rd party payment service that allows you to order up to $1000 of products and pay it off over installments for a period of as long as you like. There is a $5/month service fee after the initial month.. To use this service just check out as normal and choose ZipPay as your payment method.  You'll be redirected to the ZipPay site where you can login or register for a new account.  A couple of things to note:

  • It's easy to register for ZipPay using Facebook or Paypal.  You can link a Paypal account, bank account or credit card.
  • You can make as many purchases as you want, but the total balance in ZipPay must not exceed $1000.
  • If you pay off the full amount within the first 30 days you will not be charged any service fee. However, you will be charged a $5/month service fee for every month you have a balance in your account, after the initial 30 days.  Think of it as an interest-free credit card account that costs $5/month.
  • You can pay the purchase off over a long period of time but there is a small minimum monthly installment.  This depends on the cost of the purchase and will be shown to you when you register.

For more details on ZipPay, visit their information page.