Customer Care

When will my order ship?

We ship all orders within 1–2 business days.
Once your order is dispatched, you’ll receive a tracking link so you can follow it right to your door. If you ever need help with your order, our team’s here for you.

Note: Small items go out as letters, and regular post can’t be tracked.

Where do we ship to?

We ship Australia-wide and worldwide. Whether you’re around the corner or on the other side of the planet, we’ll get your gear to you safe and sound.

If you need something specific for your area, just reach out - we’ll get you sorted.

Dispatch

We pack and ship from our warehouse in Auburn, NSW, Monday to Friday.

• Orders placed before 1 pm (Sydney time) on a business day ship the same day.
• Orders placed after 1 pm, or on weekends and NSW public holidays, ship the next business day.
• Every order is tracked. We email your tracking number as soon as your order ships.

Shipping within Australia

Free shipping on most orders. Your shipping cost is calculated from your address and items, and shown at checkout before you pay.

We ship with Australia Post. You can choose:

• Parcel Post: tracked, signature on delivery.
• Express Post: tracked, signature on delivery, our fastest option.

Your estimated delivery dates are shown at checkout.

Estimated delivery times

Business days after your order ships:

Delivering to	Parcel Post	Express Post
NSW & ACT	2–4 days	1–2 days
Melbourne, Brisbane & Adelaide	3–5 days	1–3 days
Regional VIC, QLD & SA, and Tasmania	3–6 days	2–3 days
WA & NT	4–8 days	2–4 days
Remote areas	6–10 days	3–5 days

These are Australia Post estimates, not guarantees. Delays can happen during busy periods and severe weather.

Large items

Bass guitars, hard cases and other large items may ship with our courier partner, CouriersPlease, instead of Australia Post. They're still tracked, and may take a day or two longer than the times above.

International shipping

We ship worldwide with Australia Post.

• International Express: $120 flat rate per order, 6–27 business days.
• All international orders are tracked.
• Import duties and taxes: any customs duties, import taxes or brokerage fees charged by your country are your responsibility, and are not included in our prices or shipping. Customs may hold your parcel until they are paid.
  

Christmas 2026

To receive your order before Christmas, order by these dates (Parcel Post). Allow a few extra days, because these are Australia Post's final lodgement dates.

Delivering to	Parcel Post	Express Post
NSW	22 December	23 December
VIC, QLD, SA & ACT	21 December	23 December
Tasmania	16 December	23 December
WA	14 December	22 December
NT	14 December	22 December

Our warehouse is closed on public holidays. 

Questions?

Contact us with your order number and we'll track it down for you. 

Returns & Refunds

At Haze Guitar, we are all about transparency and creating as smooth an experience as possible for our customers. We schedule shipments with the contact details provided at checkout (email, phone number, and delivery address). Always make sure the information provided at checkout is correct to avoid unnecessary delays with your delivery.

What is your returns and refunds policy?

We want you to love your purchase! If you’re not completely satisfied, you can return your item within 100 days of receiving it. Simply ensure the product is unused, in its original condition, and includes all packaging.

Once we receive your return, we’ll process your refund within 5-7 business days. Refunds will be credited back to your original payment method. For more details on how to start a return, visit our Returns page or contact our support team - we’re here to help! Shop confidently knowing we’ve got you covered.

Is my payment secure?

Absolutely! We take your security seriously. Our checkout process uses advanced encryption technology to protect your personal and payment information. All transactions are processed through trusted payment gateways that comply with the highest industry standards for security. We accept major credit cards, debit cards, and other secure payment methods to ensure a seamless and safe checkout experience. Once your payment is completed, you’ll receive a confirmation email with your order details. Shop with confidence knowing your payment information is secure!

What payment methods do we accept?

We offer a variety of secure payment options to make your shopping experience as convenient as possible. These include major credit cards (Visa, MasterCard, American Express), debit cards, PayPal, and other trusted digital payment methods. Our system ensures all transactions are encrypted and processed safely, giving you peace of mind with every purchase. If you encounter any issues during checkout, our customer support team is here to assist you. Shop worry-free knowing your payment is in good hands!

What is covered under our warranty?

We stand by the quality of our products. All instruments come with a 3 year warranty that covers manufacturing defects and workmanship issues. If your product arrives damaged or develops a defect within the warranty period, we’ll repair or replace it at no additional cost. Please note that the warranty does not cover normal wear and tear, accidental damage, or misuse.

How do I make a warranty claim?

Making a warranty claim is simple. Just reach out to our customer support team with your proof of purchase and photos of the issue. We’ll review your claim and provide further instructions. Our goal is to resolve the matter quickly and ensure you’re satisfied with your purchase. For more details, visit our Warranty Policy page or contact us directly.

How can I track my order?

Once your order ships, you’ll receive a shipment notification email with a tracking number and a link to follow your package’s journey. Simply click the link or enter the tracking number on our tracking page to get real-time updates.

What if I don’t see updates on my tracking?

It may take up to 24 hours for tracking information to appear once your order is shipped. If you don’t see updates after this period or have concerns about your delivery, please contact our support team. We’re here to help ensure your order reaches you smoothly!