Muso City

Muso City accepts Credit/Debit Card payments facilitated by Ping NZ. Items are offered as buy now auctions.

All goods are delivered by Australia Post eParcel and include online tracking. We can deliver to a street address NZ wide. Every item is fully registered which requires a signature on delivery. We use Express services that generally take between 4-10 days from Melbourne to New Zealand.

If delivery is attempted and there is no one present to sign for your item, a card will be left advising you to collect your goods from your local Post Office. PLEASE NOTE:- Delivery will only be attempted once so please make sure there will be someone at the address that can sign for your goods or feel free to change your delivery address to your workplace. If you have not picked your item up in 5 days, they will send a reminder card to your mailbox asking you to pick your item up.

After 10 days they will send your item back to us. If your item is sent back to us, your item will not be refunded. If you wish for us to send you the item again, you will be charged an additional postage fee (to help cover charges for the first failed delivery attempt), plus calculated postage fees to re-ship your item.

All goods are carefully packed and fully insured against loss or transit damage.

Goods are dispatched from our huge, fully stocked warehouse generally within 24 hours of receiving payment (excluding weekends and public holidays). The cut off time for orders/same day shipping is generally 8.30am.

At Muso City, our goal is to make sure you are completely happy with your purchase. That's why we have a 30 day money-back satisfaction guarantee. You either love it, or send it back. It's that simple, even if you change your mind!

By clicking 'Buy Now' you agree to Muso City's RETURN & WARRANTY policies listed below.

For returns of any reason, please contact us first as we may be able to easily talk you through any simple issues you may be having.

'CHANGE OF MIND' RETURNS POLICY FOR ONLINE SALES

Muso City accepts returns and refunds for 'change of mind' within 30 days of purchase date. In the case of change of mind, the buyer pays for and arranges the return postage/freight to Muso City. Once the goods have been returned and deemed to be in their original packaging and 'as new' condition, we'll then arrange a refund to the buyer. All 'Change Of Mind' returns incur a 10% (calculated on the original RRP) restocking fee, which will be deducted from your PayPal refund. Please contact us if you wish to return your item.

'30 DAY WARRANTY' RETURNS POLICY

If your item is faulty or has an issue within 30 days of purchase date, Muso City will happily arrange and pay for return postage of your item and then either repair or replace, then return your item at no expense to you. In the unlikely case that your item is faulty, message us right away as we may be able to easily help you troubleshoot any issues.

'WARRANTY' RETURNS POLICY FOR ONLINE SALES

All goods sold by Muso City are brand new and are covered by a minimum 12 month manufacturer warranty from purchase date. If your item has any issues outside of 30 days from the purchase date and with 12 months from your original purchase date, you may arrange with Muso City to return your item for either (Muso City's discretion) repair (if a minor issue), replaced (if not repairable), exchange (if item has major issue and cannot be replaced) or refund (if either repair, replacement or exchange cannot take place). Postage to return any items under warranty outside 30 days from the purchase date is at the buyer’s expense. Muso City will happily cover the postage costs to send the fixed/replaced item back to you.

"Is shipping free?"

We offer competitive shipping rates to NZ. On all orders sent in a satchel we charge a flat rate of $29. All other orders that are boxed have a flat rate of $49.

"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 may 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 colours 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.

"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.