Ordering, Shipping, Returns and Cancellations
Shipping
Alan Tang Music offers free shipping on all new items to most locations within Australia on all orders over $99. We also offer competitive Express shipping options at checkout.
Customers located in Western Australia, Northern Territory and Far North Queensland receive free shipping on all accessory orders over $99, but will incur a flat-rate instrument or large item shipping charge of $179 (or $299 for optional Express shipping).
Occasionally, due to issues with delivering to remote or unusual destinations, we aren't able to offer free shipping. We reserve the right to retract the 'free shipping' offer if freight costs exceed 15% of your purchase. We will always notify you if there is an issue and offer a full refund or arrange alternative delivery options.
All strings and accessories will be shipped with tracking via courier or Australia Post. Other items including guitars and amplification equipment will be shipped using our courier service providers, with a tracking number and signature on delivery. Please note that all instruments, amplifiers and large items will require a signature on delivery. We cannot give authority to leave an item without a signature unless we have the purchasers written authority to do so.
Alan Tang Music ships goods Australia-wide, however at this time we are unable to accept international orders due to Australian dealer requirements.
Please contact us on (02) 9415 6731 to enquire about a special order. Alan Tang Music is located at Shop 1, 372 Pacific Highway, Lindfield, New South Wales, 2070. We ship daily at 2pm (Monday to Friday) excluding New South Wales public holidays.
If you require more info on shipping to your area, or have any questions regarding shipping, please contact us via admin@alantangmusic.com or by phone on (02) 9415 6731.
Ordering Details
You can order anything directly from this website by clicking 'Add to Cart' on the product page, and pay using Credit Card, PayPal, Bank Transfer or via our partners Afterpay.
All prices are inclusive of GST, and all transactions are processed in Australian Dollars (AUD).
If you would like to order using a funds transfer into our account, you can simply put your name as the reference on the transfer. Please email us your remittance details upon doing the transfer so that we can match your funds up with your order. Our details are as follows:
Commonwealth Bank of Australia
Alan Tang Music
BSB: 062 844
Acc: 1013 2257
Our physical store address is:
Shop 1, 372 Pacific Highway
Lindfield
New South Wales 2070
Australia
Alan Tang Music is a Registered Australian Company. ABN 21 109 305 579.
Delivery Times
All delivery times are estimates only. We cannot be held responsible for any delays that are outside of our control. Most deliveries of items that we have in stock occur within 7 business days with most East Coast capital city deliveries taking 2-3 business days. We endeavour to give you the most accurate information in relation to delivery times. Please note that all instruments, amplifiers and large items will require a signature on delivery. We cannot give authority to leave an item without a signature unless we have the purchasers written authority to do so.
Special orders, pre-orders, custom orders and non-stock items that are ordered have an estimated delivery date. These dates can change due to any number of reasons, and items can be delivered earlier or later than their estimated delivery dates without our being made aware of changes. We will not be held responsible if these dates are not met by our suppliers and a failure to deliver goods by a particular date will not be accepted as a reason for an order cancellation unless agreed to by Alan Tang Music.
Will I receive the actual guitar shown on the website?
We endeavour to show the actual instrument in stock whenever possible, but the guitar in stock may differ slightly from the one shown on our website. Materials used can look different from guitar to guitar, including timber grain and colour, parts, colours and finishing. If an instrument is a one-of-a-kind or preowned guitar, the picture will always be of the actual guitar in stock, but production models may have slight variations to the picture shown.
If you're after a particular look, feel free to email us at admin@alantangmusic.com or send us a message through our chat service to request photos of the actual guitar in stock. We are more than happy to send through pictures and videos of all in-stock guitars, to make your choice easier.
Please note that returns will not be accepted for variations in timber grain/colouring, finish variations and parts colouring, unless there is a fault with the instrument. If you have any questions at all regarding an instrument's appearance, just drop us a line - we're always happy to send photos, and if we have more than one instrument in stock you'll be able to choose the exact guitar that you receive!
Returns / Cancellations
Online and instore purchases and returns
If you have an item that you are wanting to return you may request a return by emailing us at admin@alantangmusic.com or calling us on (02) 9415 6731.
When you buy, you should choose carefully. Alan Tang Music can not automatically give refunds for a change of mind. You are entitled to a refund or repair or exchange or credit if the products you’ve bought are:
Faulty
Significantly different to those shown or described to you
Not doing what they’re supposed to do
Requests for returns will only be considered within 7 days of you receiving the goods unless you have a warranty claim. No returns will be accepted unless we are contacted first. Credits and Refunds are limited to the cost of the goods excluding freight charges and cancellation / restocking fees. The cost of shipping both ways will be deducted from your refund or credit, as well as an 15% restocking fee, if there is no defect with the instrument. Consumables including strings and picks cannot be returned once opened.
Requesting a return does not automatically mean that we will accept the return. Please contact us immediately so that we can determine the fairest course of action for all.
Online Order Cancellations
Order cancellations for in-stock items that occur before shipping will incur a Cancellation Fee, a total of 15% of the total order excluding shipping. This is due to the transaction fees that we incur on every transaction, as well as our internal processing and restocking costs. Order cancellations that occur after shipping has taken place will incur an 15% restocking fee plus any shipping costs that eventuate.
Special Order / Pre-Order / Non-Stock Item Cancellations
If you have ordered a non-stock item, a pre-order item, or have requested non-standard changes to a product, we will require an upfront, non-refundable deposit. If, for whatever reason, you wish to cancel a special order after the order has been placed, you will forfeit your entire deposit. We are not able to offer refunds on special orders unless they are faulty, significantly different to those shown or described to you, or are not doing what it is supposed to do. Please be sure before placing a special order, as all deposits are non-refundable.
Custom Build Cancellations
Custom builds require an upfront, non-refundable deposit to place the order. Most builders will require this deposit before a build can be started. We require the balance of the build to be finalised within 4 weeks of the guitar arriving in our store, or the deposit will be forfeit and the instrument placed for general sale. We are not able to offer refunds on custom builds unless they are faulty, significantly different to those shown or described to you, or are not doing what it is supposed to do. If, for whatever reason, you wish to cancel a custom build after the order has been placed, you will forfeit your entire deposit. Please be sure before placing an order for a custom build, as all deposits are non-refundable.
Lay-by Cancellations
We require a 20% upfront non-refundable deposit on all lay-by items. Lay-by purchases not finalised within 3 calendar months for new instruments and 8 weeks for used items will be cancelled, and your deposit will be forfeit. Please be sure before placing an item on lay-by, as all deposits are non-refundable.