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| General Information, Ordering, Shipping & Returns |
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Ordering and Payment -
Orders can be made and paid for online or offline by phone or fax. Online credit card payments are processed securely by Eway, Australia’s leading credit card payment gateway. Credit card payments will show on your credit card statement to HANCOCK GUITARS MT TAMBORINE
Acceptable methods of payment from Australian customers are-
Online credit card payment (Visa, Mastercard or American Express)
Credit card by phone or fax (Visa, Mastercard or American Express)
Direct deposit into our bank account
Cheque or Australian money order
Paypal
Acceptable methods of payment from international customers are-
Online credit card payment (Visa, Mastercard, American Express or JCB)
Credit card by phone or fax (Visa, Mastercard, American Express or JCB)
Wire transfer (Must be in Australian Dollars with charges paid at your end)
Paypal
Minimum Order -
Our minimum order amount is AU$22 excluding shipping, handling, insurance and GST.
Handling Fee-
We charge a handling fee of $5.00 (plus GST if applicable) this is included in all shipping charges shown
Shipment -
Shipment within Australia will be made by Australia Post registered parcel service or Express Post.
International shipment will be made by Australia Post Air Mail or Surface Mail, depending on which services are available to your country.
If all items are in stock we will ship the order within 3 working days, normally orders ship the next day. If Express Post is specified we will endevour to ship the order the next day.
Items Not in Stock -
Our inventory system usually guarantees that all items shown as in stock are available for delivery. In the rare event that this a product ordered is not in stock we will hold the order and contact you by phone or email and give you these options-
Option 1 - We refund the price of the items not in stock plus any related shipping charge.
Option 2 – We will try to find a replacement that is suitable and either refund of charge the difference.
Option 3 - We will backorder the item and send it when it comes in.
Option 4 – we will cancel the order.
Refunds/Returns -
When your order is delivered please check all items immediately and make sure you are happy with them, refunds will not be issued if you do not contact us with a request to return an item within 7 days of delivery.
You must contact us within 7 days of the delivery of your order to arrange a return of any items.
If you are not happy with the look, grain, texture, tone or any other characteristic of a particular item and would like a substitute, please return the item to us within 7 days of delivery and we will send you a substitute item. If no substitute is in stock we will backorder the item and send it to you when it comes in. Shipping is at your expence.
If an item in your order is returned to us within 7 days of delivery and we find it to be defective or not as advertised, we will at our discretion replace the item or refund the purchase price in full.
If an item in your order is returned to us within 7 days of delivery because you no longer require it, it is not suitable for the application you ordered it for or any other reason apart from defect, we will refund the price of the item, less a restocking fee equal to the greater amount of AU$10 or 5% of the price of the item.
We will not accept the return of any item which has been altered or worked in any way, items must be in exactly the same condition as they were sent.
We will not refund shipping insurance or handling costs. All shipping and insurance costs on returned items, both to and from us, must be paid by the customer.
Damage During Transport -
All shipments will be insured, excluding domestic shipments which are sent by Express Post and international shipments which are sent to countries for which Australia Post do not offer insurance to.
Please report any damage immediately to the postal service in your country and to us.
It is the responsibility of the recipient to ensure that the contents of a parcel is complete and undamaged before they sign for parcel.
Personal Pick Up -
We are currently only providing a mail delivery option, for many reasons we do not allow personal pick ups of orders.
Bulk Orders/Discounts -
Please contact us about bulk orders at discounted prices. In general the minimum quantity that would qualify for a discount would be 5-20 depending on the price of the item. In most cases items will need to be backordered.
Hidden Faults in Timber -
Tonewood is graded from the outside appearance not what might be inside.
Please inspect any timber thoroughly when it arrives. Timber is a natural product and there is a slight possibility that there will be a fault hidden inside a piece of timber that does not show until the timber is worked.
This is an unfortunate part of guitar making and we can’t do anything more than you to predict this. Therefore we do not take any responsibility for hidden faults in our timber
Dryness of timber -
Our timber is in general a minimum of 18 months old, it is also normally dried in a kiln or vacuum kiln . This process removes the moisture from the timber, but is not a complete substitute for air drying.
Please contact us if you require more specific information about the age or drying process of any timber item.
We offer no guarantee that our wood is ready to use when we ship it. You must keep the timber in your possession for an adequate amount of time prior to using it so that you are sure that it is cured. Proper humidification and dehumidification techniques must also be used during the construction of an instrument. Many luthiers keep timber in their shops for two years or more before using it to be 100% sure their guitars don’t crack.
Wood Dust and Your Health -
Wood dust can provoke severe irritation to the respiratory system, asthma, allergies and dermatitis. You should take all precautions to ensure you are protected from wood dust including using dust extraction, wearing a respirator or effective dust mask. Avoid any timbers which particularly cause allergies or dermatitis.
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