Free Shipping to Selected Areas
At Big Music our aim is to provide you with the best and fairest shipping costs on all items.
Our basic rules are:
1. Orders over $100 ship FREE to NSW, VIC, ACT, Adelaide, Brisbane, Gold Coast & Sunshine Coast (except a few large or heavy items such as pianos, electronic drum kits and big amps that are above a 23kg cubic weight limit)
2. A flat rate of $7.95 applies to most orders under $100 (except a few items that are above a 5kg cubic weight limit)
3. Everything else (i.e. heavy items and remote destinations) is charged at whatever the courier charges us.
Most orders have an option of Express Shipping when your items are in stock and an Express shipping service is available to your post code. It will be provided as an alternative shipping quote in the shopping cart and check out process. Delivery times for express orders are stated below. Please note that Express shipping is not available to some remote areas in Australia and not available for some larger items such as drum kits, PA systems and larger digital pianos.
For same day dispatch items should be listed as 'In Store' and orders should be placed before 11am. While Express is the fastest delivery option it does not always guarantee next business day delivery - See Below for more information on delivery times.
Orders will only be accepted with a valid delivery address within Australia. If we are shipping to a business address then you MUST supply the correct full business name, otherwise there may be a delays in receiving your order and you may have to pay redelivery fees.
We do deliver to PO Boxes and Parcel Collect Agents, however some items may be too big to send to PO boxes or Parcel Collect Agents. We will contact you for a street address if this is the case.
For your security we require a signature on delivery with all our deliveries so we are unable to request that the couriers leave goods unattended.
We highly recommend having orders sent to a business address where there will always be someone there to sign for deliveries during business hours.
If you are having your order shipped to an address where they may not be someone home all day to accept deliveries then you should contact us to so that we can try to change the address for delivery. Otherwise you may miss your delivery or have a delay in receiving your order, and have to pay redelivery fees. Depending on the stage that your delivery is up to with the courier then it may or may not be possible to change the delivery address and if nobody is home to accept delivery it may result in a failed delivery attempt.
After ordering online, you will receive an email confirmation containing your order details. We are notified as soon as your order is placed and make every effort to package and ship the goods without delay, typically within 24 hours (except on weekends) if the product is marked "In Store". If there are any anticipated delays, such as an order for an item that was not listed as 'In Store' then we will contact you as soon as possible to discuss your order and the delivery timeframe.
Orders which are sent as STANDARD will usually be delivered within 2-14 business days (Monday to Friday) depending on your location.
Orders which are sent EXPRESS will usually be delivered within 1-3 business days (Monday to Friday) for most east coast metro areas and 3-7 days for other areas. For some remote areas such as remote WA, North / Central QLD, Regional SA or Regional TAS Express shipping delivery times may be the same as standard shipping which may be up to 14 days. If you select Express shipping we will always select the quickest courier to get it delivered to your location.
Please also take note of the Stock Availability status displayed on the product page for the items you order as this can potentially increase the time taken to dispatch your order. Items not listed as 'In store' will be ordered from our suppliers warehouse and may add anywhere from a few days to several weeks to your delivery timeframe.
We use a variety of couriers to ship our orders around the country. These include Australia Post Eparcel / Express Post, Couriers Please, Allied, TNT, Hunter Express and others. We will ship your order on the cheapest (or fastest for Express orders) courier for your destination.
We are unable to guarantee exact delivery times as we are not in control of the delivery process once your order leaves our warehouse.
It is your responsibility to ensure that there is someone present at your delivery address between 9am and 5pm to sign for and accept delivery. You may wish to consider getting it delivered to an alternate address such as your work address. If there is nobody available to receive the delivery or if the delivery is returned to us as undelivered (due to a bad address or unclaimed after a delivery attempt) then additional re-delivery charges will be incurred. You can also choose to pick up in store or make your own freight arrangements.
When more than one item is ordered, items may not arrive simultaneously. There will be no additional freight charge to you in this instance unless the items are shipped separately at your request.
We will email to you tracking details with every shipment. This will be emailed to the email address that you used on your order. Please be aware that if you paid by Paypal Express checkout your tracking number will be emailed to the email address associated with your Paypal account.
It is your responsibility to ensure that you supply us with the correct email address, that you have access to this email address to receive the tracking details, and that you check the tracking details on the nominated couriers website.
To avoid redelivery fees you should contact the courier directly if you notice any failed delivery attempts when you are checking the tracking details.
Once we have shipped your order and sent your tracking details, Any enquiries regarding the estimated time of arrival for your order should be directed to the nominated courier as this is the quickest way to get updated, accurate information on the delivery of your order.
In the case where you have missed the delivery of your order it may be held at a local post office or couriers agent, such as a general store or newsagent, where you can collect it. You will need to provide your tracking number and photo ID to collect your order.
Please click on the appropriate link for the courier shown above then enter your tracking number as it was sent to you for tracking information. If the courier used to send your order is not listed here please contact us.
|Courier||Phone Number||Tracking Link|
|Australia Post (Eparcel / Express Post)||13 76 78||Click Here to Track|
|Couriers Please||1300 36 1000||Click Here to Track|
|Hunter Express||13 22 52||Click Here to Track|
|TNT Express||13 11 50||Click Here to Track|
|Allied Express||13 13 73||Click Here to Track|
Please be aware that your tracking number is emailed to you at the time when your order is booked in with the courier company - It may still be up to 1 business day before your order actually leaves our warehouse, and there may sometimes be delays in updating tracking information of up to 24 hours.
In the rare situation where the courier company is unable to deliver your order and they deem it to be lost in transit, please contact us and we will take further action with them.
In the case where orders are returned to us by our delivery agents marked as UNDELIVERED, Eg: Incorrect or missing Business name, Failed delivery attempt(s) (You are not at home when delivery was attempted), Not collected at Post Office or Couriers Agent, Incorrect or Incomplete Address, Not known at address, then we will charge a redelivery fee to have the item sent to you again.
Alternatively you can pick it up from us at a time convenient to you.
These are referred to above and are defined as being the following post codes (inclusive):
NSW 1000-1404, 1411-1920, 2000-2999
Victoria 3000-3999, 8000-8899
Brisbane 4000-4209, 9000-9015
Gold Coast 4208-4299, 9726, 9728-9729
Sunshine Coast 4550-4575
Adelaide 5000-5199, 5880-5889, 5810, 5839-2430
IMPORTANT: If you need something URGENTLY for an imminent gig or special event - we recommend contacting us BEFORE placing your order so we can confirm your delivery timeframe is achievable and ensure that your order is fast-tracked.
We will do everything possible at our end to meet important deadlines, but please keep in mind that we are not in control of the delivery process once your order leaves our store.
If an item in your order arrives damaged then you have two options: You can either reject the couriers delivery and the courier will return it to us, or you can choose to accept it and inform us of the damage so we may rectify the situation for you.
Either way you must notify us via phone or email within 3 business days of receiving your item.
We will then work with you to determine the best possible solution for you which may include any of the following options at our discretion: Return and replacement, discount, or full refund. The couriers tracking details will be used to determine the time and date of delivery.
If you do not notify us within this timeframe then we may not be able to offer you all or any of the above options to resolve the situation. If you then choose to return the item under our 30 day Money Back guarantee then it will be assumed that any transit damage that we were not notified of was caused after you signed for the delivery.