Shipping policy

FREE SHIPPING
We offer free shipping on most orders over $199. For bulky&heavy orders that not be able to send through AUSPOST, there will be a flat rate shipping cost applied to Australian Metro areas. The amount will be displayed before finalise payment. Free shipping will also apply on most amp orders over $399 and most guitar orders over $499.
Customers outside of Australian Metro areas please be advised that we are not able to offer free shipping/flat rate shipping on orders to certain rural areas. If this applies to your order we will be in contact ASAP after checkout. This may result in a partial shipping cost after checkout or orders being refunded and cancelled due to our usual courier services being unable to service certain rural areas. We apologise in advance if this affects you. Please feel free to contact us in prior to checkout for more information.
Please make sure to supply us with your correct shipping address and contact details. Delivery must be signed for and delivered to a physical address NOT a PO Box and only delivered during business hours, Monday to Friday. If you are not able to 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 our hands and at the discretion of the courier company. You may be able to choose or let us using Authorise to Leave service but we do not recommend this as your shipping will not be covered by transit warranty by choosing this service.

DELIVERY TIMEFRAME
Most orders are dispatched from our Ultimo Store using AUSPOST, TNT Road Express or StarTrack Road Express. Some items may be drop-shipped directly from the supplier's warehouse in order to shorten delivery time. Our target is dispatch most orders within 1 business day. For some orders like guitars might take up to 2 days for setup&packing and for some not in store available items and special orders will take longer to dispatch. If for any reason we are unable to dispatch your order within 2 business days, we will confirm the new timeframe with you.
For Australian Metro areas, orders usually take 2-5 business days to arrive from dispatch. For remote areas this might take up to 10 business days depending on the area. Tracking details will be emailed to you as soon as your order has been processed for shipping. If you are having trouble tracking your order, please feel free to contact us for assistance.
Please understand that all couriers are 3rd party businesses and we can not be held accountable for delivery delays during their peak times.

ITEMS LOSS&DAMAGED IN TRANSIT
All orders will be checked and packed carefully before dispatch. Please 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. Check that the box or packaging is intact and make sure you count the items.
Your order will be covered by transit insurance (except using Authorise to Leave service). If your item is damaged or lost during transit, please contact us immediately on 02 9281 2200 or via Email at sales.hmusic@gmail.com with your name, address, contact number, item ordered and a description of the apparent damage. We will work with you to make sure the problem is resolved.

IN-STORE COLLECTION
We offer in-store collection to let you meet your gear faster. A confirmation email will be sent to you once your order is ready for collection. You will need to bring your photo ID and the confirmation email upon collection.

INTERNATIONAL SHIPPING
For NZ customers, if the shipping cost has already been cauculated at checkout, please feel free to put through your order. Otherwise please contact us to confirm shipping cost.
For all other international customers, if the shipping cost has already been cauculated at checkout, please feel free to put through your order. Otherwise please contact us to confirm whether we could provide the product to your country and the shipping cost for it.