SHIPPING & RETURNS POLICY      PRIVACY POLICY      FAQ

"How do I get hold of you guys?"

You can call us on (03) 9455 2903 between 9am and 5pm Mon-Fri or email us at info@musocity.com.au at any time.

“Can I order by phone?”

Yes, we will be happy to take your order by phone. If paying by credit card, you may be asked to provide a copy of your credit card and some ID. Phone: (03) 9455 2903

"Is shipping free?"

We offer free shipping on all orders over $50. We also offer express shipping.

"Can I come in and view the item before purchasing it on online?"

Yes! We have a warehouse & showroom full of every item we have for sale online – PLUS HEAPS MORE! Come down to Muso City at 42-44 Sheehan Rd, Heidelberg West (Melbourne) and let our helpful, friendly and experienced team show you the item you're interested in. 8.30am-4pm Monday to Friday.

"I'm in a hurry! Can I buy online then pick up from you guys?"

Yes! Just go through the checkout like you normally would and choose 'Item Pickup' when prompted. We'll call you when your order is ready to be picked up, which is generally within 24 hours after purchase. Please note, there are no order pick ups on weekends.

“I have a technical question about an item I saw on your website, can you help?”

Feel free to call us direct at Muso City and we will deal with your enquiry directly. Alternatively, your nearest Muso City affiliated store will be happy to assist with your enquiry and supply friendly professional advice.

"Is the image in your listing the very item I'll receive?"

No, it's not. We try and replicate extremely accurate images of the items we list online, but sometimes the item pictured my be slightly different to what you receive. For instance, every one of our exotic timber guitars feature a unique wood grain top. Each guitar is unique because timber is a natural occurrence and no two wood grains are absolutely identical. Although we take great care with photographing our stock, sometimes colors may also appear lighter or darker than listed online.

“How do I go about making a bulk purchase for my school or business?”

We can offer discounts on bulk purchases. Call us direct and we will negotiate a bulk purchase price, arrange for in-store pick-up or direct delivery and assign a support store to assist your purchase.

"Do you guys ship to a post office box?"

In most cases, yes! If your item requires a courier, then we can only post to a home or business address.

"Do you guys ship to countries other than Australia?"

Muso City does not ship overseas. We do however, ship free to anywhere in Australia.

"Can I have my item left at my house without having to sign for it?"

Yes, just leave us a note in the checkout section of where it can be left safely. All our items will be automatically shipped via registered post which needs a signature upon delivery. If you’re not home, the delivery guy will leave you a card with info as to where you can collect your item from. Muso City will only attempt delivery once.

"How well is my item going to be packed?"

We pack all our goods VERY well. We use strong recycled cardboard and wrap all items with padding to ensure safe transit. All goods are also ensured against shipping damage.

"Where is my item?"

All goods shipped come with full tracking which you can find in your eBay account in the item that you purchased details. If you haven't received your item by the due date, please contact us.

"Grrrr, you sent the wrong box!"

Muso City is actively aiming to keep our carbon footprint to a minimum, which means we recycle boxes for shipping where possible. This means the Martinez guitar you purchased may be packed in a differently branded box, so be sure to fully open your package!

"I don't like my item, can I return it?"

Yes, you most certainly can! Just email or give us a call to discuss the simple steps to return your item. The buyer (you) pays for and organises to ship the item back to Muso City. Refunds are given once your item has been returned and meets the refund criteria. You must contact us first before returning your item. All items must be shipped back in the same (or identical) packaging to ensure the item is returned in top & safe condition.

"I have an issue with my product, how can I get this fixed?"

Email or give us a call to discuss what the issue is with your item. If the issue is covered under the manufacturer warranty we'll take you through the simple steps to return your item under warranty. We'll then arrange the repair of your item or replacement if deemed necessary. The buyer (you) pays to freight the item back to Muso City, we fix or replace the item, then ship it back to you at our cost.

“What is a Muso City Affiliated Store?”

Muso City has a network of affiliated bricks and mortar musical instrument retail stores. These businesses are owned and operated by musicians whose livelihood depends on providing quality instruments, advice and service to their customers.

"Can you guys please add me to your mailing list?"

So you don't miss out on great deals, sales and competitions, we'll automatically add you to our Muso City email list when you purchase an item from us.