Hidersine Medium Rosin

Shipping & Returns Policy

With nearly 35 years of experience, we do our VERY best to ensure items are delivered to you as safely and quickly as possible.  The instruments are sent with adequate packing, and set-up, so they arrive ready for you to play.

If you have any specific questions about shipping or returns, please contact us.

Do you charge for shipping?

We offer free string shipping and flat rate shipping of $10 on all orders under $100.  Free Shipping is available for orders over $100 (within Australia).

Small accessories and items are sent via Australia Post.  For instruments we use Fastway Couriers (or Australia Post if Fastway is not available in your area).  For an additional fee w  e can also send via FedEx if you prefer.

You are also most welcome to pick up an item from our shop, you would just need to book a time to do so.

** Please contact us for shipping on larger bulkier items, as this is excluded by the free shipping over $100 and will incur an extra shipping charge.  Please contact us for more information.

Australia Post shipping charges can be viewed on their website.

How long will it take my order to be sent?

Most items will be delivered within 5 business days (within Australia), depending on the product, shipping method, and your location.

If in stock, string instruments require an extra 2 – 5 business days to be set-up with Olaf Grawert’s master set-up and strict quality control.

Other items (if in stock) will be sent with 1 – 2 business days.

For customers in rural Australia, postage usually takes an extra few days.

If you need an item sent express, or before a particular date, please contact us and we can choose the fastest shipping method to get the item to you as quickly as possible.

We will let you know as your purchases are on their way to you. Most large orders have tracking numbers, but small items and strings will not.   We will let you know if there will be a delay due to no stock, or postage delays.  If you don’t receive your item by the estimated time, please contact us.

Do you ship internationally?

Yes, we are happy to say we ship internationally, and regularly send instruments around the world.

For orders over AU$2000 shipping is included via Express Australia Post.   Customers can also choose FedEx International Economy for an additional charge, with this method shipping will generally be within 7 business days, depending on your location.

Some countries require custom, duties or import charges.  These vary depending on the country and are the responsibility of the recipient.

Please contact us for specific postage requests.

Shipping Insurance

All instruments sent have basic insurance against damage caused while in transit.  This does not include packages that have been left at a property on request.

What is your return policy?

Our aim is for you to be 100% satisfied and offer 30-day money back guarantee on our items.

My instruments are so well set up that they carry a THREE MONTH SATISFACTION GUARANTEE  on all new instruments and three months free service, clean and polish, adjustments and anything else that needs doing on all instruments from my shop.

If you wish to return must include all original packaging, instructions, and components, and must be in like-new condition to receive a full refund. Incomplete returns will not be accepted.

Return shipping costs for a faulty item will be paid for by us, otherwise shipping is non-refundable.

You will be responsible for paying for your own shipping for returning your item.  Shipping costs are non-refundable.  If you receive a refund, the cost of shipping will be deducted from your refund.  We will initiate a refund to your credit card (or original method of payment).  You will receive the credit within a certain number of days, depending on your card issuer’s policy.

We adhere to the guidelines under the “Australian Consumer Law (ACCC)”.

We do our best to keep our product prices and descriptions up to date, but these can change without notice.

Contact us by email if you have a return request.  Please include order number and details and we will aim to sort the issue out as quickly as possible.