Customer service

SHIPPING & DELIVERY

Shipping Cost

Guitars and instruments are safely packed in boxes with extra bubble wrap when required. All shipping costs include packaging and handling expenses.

    Shipping prices for accessories are automatically calculated based on your location, shipment weight and size when you go through checkout.

    Guitars and larger instruments cannot be shipped to destinations outside Australia. Checkout will not be possible for international customers. Most accessories can be shipped internationally.


    When purchasing accessory items with an instrument, shipping is usually reduced (depending on the accessory size). 

    Local Shipping (Australia)

    Our shipping partner for Australian residents is StarTrack Express courier services. This service is offered by default for all Australian orders.

    Delivery time for metropolitan areas is typically one to four days after your item has left our distribution centre. Orders under $50 may not require a signature upon delivery. In some cases if you are not home to accept delivery the driver will leave a card advising you of further re-delivery or pickup options.

    The postage cost includes two attempted deliveries for most orders and will then be returned to sender. If your item is returned to sender we will charge a re-delivery fee if you wish the item to be delivered again.

    StarTrack Express offers traceable shipping. You can track your shipment with your tracking code here at the StarTrack Express website.

    International Shipping (Outside Australia)

    International shipments (if available) are sent via Australia Post International Airmail.

    Delivery time to each country may vary, but for a guide you can visit the Australia Post website here : Australia Post International postage guide.

    Only small articles can be sent internationally. Guitars and instruments will NOT be shipped internationally due to cost and risk of damage.

    You are responsible for any duties or taxes deemed collectable by your country. Please check with the appropriate authority to see if any taxes or duties apply before placing your order.

    RETURNS & REPLACEMENTS

    General Warranty Information

    All goods are sold with a 12 month warranty against manufacturing faults and defects.

    We will happily offer replacement items (no refunds) if:

    • the item is "dead on arrival" (DOA) i.e. it is broken or not functioning correctly.
    • There is a manufacturing fault with the item.
    • The wrong item was sent to you.

    If there is a problem we must be notified within 48 hours of receipt of a DOA product if you would like a replacement or refund, or within 12 months for general warranty issues.

    You must choose shipping insurance during checkout or we CANNOT replace an item damaged in shipping.

    Any unauthorised repairs carried out on any of our products will void the warranty.

    If you have any concerns, please contact us on (03) 9008 6187 during business hours (Eastern Australian Time).

    Wrongly Received Goods, Goods Dead On Arrival ('DOA')

    If you have received an incorrect item please contact us within 48 hours of receipt of the item to organise a replacement or correct item.

    Replacements are not given for damaged packaging, only where the goods are damaged. All items must be deemed damaged by a member of our service department prior to replacement. Once your item has been inspected you will be contacted by a Marquez Music representative. If no damage is found, return of the product will be at the customer's expense.

    Return Of Unwanted Goods

    The Return Authorisation Request must be submitted within seven days of receipt of the item. Costs associated with the return of unwanted goods are the responsibility of the customer.

    All goods must be returned unused, in the original packaging and in original condition. a 20% restocking fee will be charged for unwanted goods.

    Original shipping costs are not refundable. If the item is not returned in original condition no refund will be possible. Customers are unable to exchange an unwanted item.

    PAYMENT, PRICING & PROMOTIONS

    Website currency

    All costs are displayed in Australian Dollars (AUD). For approximate conversions go here

    You will be provided with all payment options when you complete our secure checkout through our online store.

    Is GST included in my purchase cost?

    All prices quoted in our online store include GST of 10%. Australian buyers have GST automatically included in the purchase price and any shipping/handling costs. International buyers have no GST, and GST will be removed during checkout.

    What are my payment options?

    Australian Customers:
    In our order of preference:

    • PayPal
    • Credit card (VISA, Mastercard, American Express)
    • Bank transfer

    When paying by bank deposit or bank transfer, you must use your invoice/order number (as shown during checkout) as the payment reference so we can easily identify your payment and speed up the shipping of your order.

    Customers Outside Australia:
    Payment is only accepted via PayPal. (http://www.paypal.com)

    No Pick-Ups Available.

     

    PRIVACY & SECURITY

    About the information we collect

    When you visit our web site our web server automatically logs certain non-personally identifiable data about your visit. This data consists of the time of your visit, your domain name or IP address, the browser and the operating system you use, the pages you visit and any links you follow to or within our web site.

    Our site may do this by placing a small 'cookie' file on your computer. This cookie only identifies you as a site visitor so we may detect when you return to our website.

    If you use any of the services provided on our web site we may request you provide information about yourself including your name, address and details of how we can contact you. This information is generally required to enable us to fulfil the service you have requested effectively. No other personally identifiable information is collected from you without your knowledge. You may contact us at the address above to find out what information we have collected about you.

    Marquez Music uses software provided by Google (Google Analytics) and its own internal software to measure and audit web site activity. The information provided to Marquez Music by Google is used to calculate the number of visitor's to the web site, the number of pages viewed by these visitors, how long they stay on the web site and how they transact online with us. Common entry and exit points may also be identified. This aggregated, non-personal information is collated by Google and provided to Marquez Music to assist in analysing the usage of the website. The Google Analytics data is not shared with anyone. Google's own privacy policy can be viewed here .

    How we use the information collected

    Personally identifiable information we collect from you is used to fulfil the service you have requested from us such as a purchase or an enquiry. If the information is to be used for any other purpose this use will be clearly stated at the time we collect the information. If the information provided is not necessary to fulfil the service completion of the details will be optional.

    Fulfillment of the service may require your personally identifiable information to be provided to a third party such as the provider of the service, supplier of a product or the goods carrier in the case of a purchase.

    Protecting your information

    We are committed to providing you with a secure environment during storage and transmission of your personally identifiable information.

    As with other sites we use Secure Sockets Layer (SSL) software, which encrypts your information.

    Any order information including credit card numbers are transmitted using full 128bit SSL encryption. All credit card information is processed by our credit card merchant partner Westpac and gateway provider Verisign. For more information about Verisign, visit their website

    We recommend that you use the latest version of your browser to ensure it is capable of 128bit SSL protection of your data. On secure pages you will see a padlock symbol in the browser which identified when one of our web pages is using 128bit SSL protection.

    Third Party Advertising

    We use various third party ad servers to display advertisements to you. These ad serving companies may use information (not including your name, address, email address or telephone number) about your visits to this and other Web sites in order to provide advertisements on this site and other sites about goods and services that may be of interest to you. This information is provided to the Ad-Server and is used by the Ad-Server to create anonymous interest profiles. This information does not include and is never merged with personally identifiable information (such as name, address or email address) or any information that is considered sensitive or controversial or that would compromise your privacy. The Ad-Server(s') profiles may be accessed by the website and marketers to tailor site content, promotions and advertising, and to perform marketing research. Consumers can opt-out from these profiles at any time.