Frequently Asked Questions
Stores & Location
Where can I visit Haze Guitar?
Where can I visit Haze Guitar?
We are currently operating from our Girraween location:
📍 88 Magowar Rd, Unit 4, Girraween NSW
All sales, repairs, and customer support are fully active. Our permanent Auburn location will open later this year.
Is the Newtown store still open?
Is the Newtown store still open?
Newtown is behind us! Haze Guitar is now operating from Girraween, and we’ll be moving to our permanent Auburn location soon. Same team, same service, bigger space ahead!
What are your current store hours?
What are your current store hours?
Our current hours are listed on Google and may vary slightly during busy periods. If you’re planning a visit, we recommend checking Google or contacting us directly.
Orders & Purchases
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
Returns & Exchange & Warranties
Do your products come with a warranty?
Do your products come with a warranty?
Yes! We stand behind every Haze instrument we make:
- Instruments: 3‑year warranty
- Amps & pedals: 1‑year warranty
- Plus: 100‑day return period on instruments so you can make sure it’s the right fit
What is your returns or exchange policy?
What is your returns or exchange policy?
We want you to feel great about your purchase. If it’s not quite right, we’ll help make it right.
100-Day Free Returns/Exchange
You have 100 days from the date you receive your order to request a return or exchange. Whether you want an exchange, refund, or just need advice on your options -- we’re here to help.
How do I return an item?
How do I return an item?
- Make sure your item is unused, unmarked, in resalable condition, with original packaging and accessories.
- Keep your proof of purchase (receipt, order confirmation, etc.).
- Bring your item to our store: Unit 4/88 Magowar Rd, Girraween NSW 2145
Returning in-store is fastest -- we can check your item immediately and process your refund or exchange on the spot. - Can’t make it to a store? Fill out our Contact Form -- we can send a prepaid return label if your item qualifies.
Free Returns are valid for orders within Australia and New Zealand only.
Free returns are only for the original purchaser.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, we assess it and process your refund right away. Refunds are issued to your original payment method, but depending on your bank or payment provider, it may take up to 10 business days for the funds to appear in your account.
If you’re exchanging an item, we’ll ship the replacement as soon as the assessment is complete.
What can't be returned?
What can't be returned?
- Consumables (strings, cables, tubes, cleaning supplies)
- Items damaged by misuse, accidents, neglect, or improper storage
- Items altered by unauthorized repairs or modifications
- Lost, misplaced, or stolen items
- General wear and tear (fret wear, scratches, tarnish)
- Custom or clearance items marked as “faulty” or “damaged” at sale
Note: Minor cosmetic variations (especially on natural wood instruments) are normal. If it’s just about the look, you’re still welcome to return it within 100 days -- no hard feelings.
Return limits?
Return limits?
Up to 5 change-of-mind returns per customer per year. Additional returns may incur a 30% restocking fee.
This does not apply to faulty, damaged, or misrepresented items.
Shipping & Tracking
Is shipping free Australia-wide?
Is shipping free Australia-wide?
Free shipping applies to most Australian addresses. For a handful of remote locations where courier pricing is extremely high, a surcharge may apply -- we still subsidise shipping wherever we can.
You can enter your postcode in the cart under “Estimate Shipping” to check before checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Do you ship guitars and gear?
Do you ship guitars and gear?
Yes, we ship Australia-wide and internationally. We can ship guitars, amps, pedals, parts, and accessories. Some very large items may not be available to certain locations, but most shipments are possible.
How long does shipping take?
How long does shipping take?
Shipping times depend on your location and the courier. We aim to dispatch all orders within 1 business day, occasionally 2 for special items. Once dispatched, transit times vary, and tracking details are provided so you can follow your shipment.
Typical delivery times (after dispatch):
Metro areas 2–5 business days
Regional areas 3–7 business days
Remote areas 5–10+ business days
Exact ETA is shown at checkout based on your postcode and courier choice.
How are instruments packed?
How are instruments packed?
All instruments are professionally packed by our team. Each guitar is shipped in its instrument bag, surrounded by protective bubble wrap, and placed inside a sturdy outer box. Instruments are shipped fully set up, tuned, and ready to play.
What if my package or instrument arrives damaged?
What if my package or instrument arrives damaged?
If the box is damaged, please take a photo and submit a ticket to info@hazeguitar.com.au. If the instrument or gear itself is damaged, take photos or a video and submit a ticket with your order number as soon as possible. Keep all packaging for claims. We’ll assess the situation with the courier and replace or refund items if the damage is our responsibility.
Can my order be left if I’m not home (Authority to Leave)?
Can my order be left if I’m not home (Authority to Leave)?
By default, ATL is not allowed unless specified. Customers can request it by contacting us in advance. While rare, theft or disputes have occurred, so we advise careful consideration.
Repairs, Setups & Services
Do you offer guitar repairs and setups?
Do you offer guitar repairs and setups?
Yes. We provide professional repairs, setups, and ongoing maintenance for electric, acoustic, and bass guitars. This includes everything from basic restringing and setups through to fret work, electronics repairs, and troubleshooting more complex issues.
If you’re not sure exactly what your guitar needs, that’s completely fine — we’re happy to assess it and talk you through the options.
You can also submit a repair or service enquiry using our online form here.
How long does a repair or setup take?
How long does a repair or setup take?
Turnaround times depend on the type of work required, parts availability, and our current workload. Simple setups or restringing can often be completed quickly, while more involved repairs may take longer.
Before starting any work, we’ll give you a clear estimate of timing and cost, so you know exactly what to expect. If anything changes during the process, we’ll contact you before proceeding.