Frequently Asked Questions
Stores & Location
Where is Haze Guitars & Instruments Store located?
Where is Haze Guitars & Instruments Store located?
We're located at 1/357 Chisholm Rd, Auburn, NSW 2144.
This is our current home after relocating from Newtown/Girraween. Same team, same service, in a bigger space. All sales, repairs, and customer support are fully active here.
What are your store hours?
What are your store hours?
We are open Monday-Friday 9:30am-5:30pm, Saturday 9:30am-3:30pm.
Orders & Purchases
How do I track my order?
How do I track my order?
Check your shipping confirmation email for a tracking number and courier link. You can also log in to your account, go to "My Orders," and click the tracking link for your order.
What do I do if there's a problem with my order?
What do I do if there's a problem with my order?
Contact our customer service team by email at info@hazeguitar.com.au or phone at (02) 9688 3988. Include your order number and a brief description of the issue so we can help quickly.
Can I cancel or change my order?
Can I cancel or change my order?
If you need to update something, like your delivery address or contact number, get in touch as soon as possible. Have your order number ready, and reach us by email or Live Chat. We can't guarantee changes made more than 24 hours after placing your order, as it may already be processing.
What payment methods do you accept?
What payment methods do you accept?
We accept Cash, Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, ShopPay, ZipPay and Afterpay. All payments are processed securely through Shopify's encrypted checkout, we never store your card details.
How do I use a gift card?
How do I use a gift card?
Enter your gift card code at checkout in the "Gift card or discount code" field. The balance will be applied automatically, and any remaining balance stays on the card for future use.
Returns & Exchange & Warranties
What warranty do your products come with?
What warranty do your products come with?
Instruments: 3‑year warranty
Amps & pedals: 1‑year warranty
All instruments also come with a 100-day return period, so you can make sure it's the right fit.
How do I make a warranty claim?
How do I make a warranty claim?
Contact us via email at info@hazeguitar.com.au or phone at (02) 9688 3988 with your order number, proof of purchase, and a description (plus photos/video if relevant) of the issue. We'll assess the claim and arrange a repair, replacement, or refund depending on the fault.
What's your return/exchange policy?
What's your return/exchange policy?
You have 100 days from delivery to request a return or exchange, whether you want a refund, a swap, or just advice on your options.
Free returns apply to orders within Australia and New Zealand, for the original purchaser only. You can make up to 5 change-of-mind returns per year; additional returns may incur a 30% restocking fee (this doesn't apply to faulty or misrepresented items).
How do I return or exchange an item?
How do I return or exchange an item?
Make sure the item is in original condition, with original packaging and accessories.
Keep your proof of purchase (receipt or order confirmation).
Bring it to our store at 357 Chisholm Rd, Auburn NSW 2144 this is the fastest way, as we can check it and process your refund or exchange on the spot.
Can't get to the store? Contact us via email at info@hazeguitar.com.au or phone at (02) 9688 9388 and we can send a prepaid return label.
How long do refunds and exchanges take?
How long do refunds and exchanges take?
Once we receive your return, we assess it and process your refund right away. Depending on your bank, it can take up to 10 business days to appear in your account. For exchanges, we ship your replacement as soon as the assessment is complete.
What items are excluded from returns?
What items are excluded from returns?
- Consumables (strings, cables, tubes, cleaning supplies)
- Items damaged by misuse, accidents, neglect, or improper storage
- Items altered by unauthorised repairs or modifications
- Lost, misplaced, or stolen items
- General wear and tear (fret wear, scratches, tarnish)
- Custom or clearance items marked "faulty" or "damaged" at time of sale
Minor cosmetic variations, especially on natural wood instruments, are normal and not considered faults. If you're not happy with the look, you can still return it within 100 days.
Shipping & Tracking
Do you offer free shipping?
Do you offer free shipping?
Yes, free shipping applies to most Australian addresses. A small surcharge may apply to a handful of remote locations with high courier costs, though we subsidise this wherever we can. Enter your postcode under "Estimate Shipping" in your cart to check before checkout.
Can I get faster/express shipping?
Can I get faster/express shipping?
Yes, expedited shipping is available at checkout for an additional charge, typically arriving 1–2 business days after processing.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Yes, as long as your order hasn't been processed yet, contact our support team right away via phone on (02) 9688 3988 and/or email at info@hazeguitar.com.au. Once it's shipped, we can't make changes.
What can you ship, and do you ship internationally?
What can you ship, and do you ship internationally?
We ship guitars, amps, pedals, parts, and accessories Australia-wide and internationally. Some large items may not be available to certain locations, but most shipments are possible. For international orders, please note the recipient is responsible for any customs duties or import taxes charged by their country.
How long will my order take to arrive?
How long will my order take to arrive?
All orders ship from our warehouse in Auburn, Sydney, Australia. We aim to dispatch within 1 business day (occasionally 2 for special items). After dispatch:
- Metro areas: 2–5 business days
- Regional areas: 3–7 business days
- Remote areas: 5–10+ business days
Your exact ETA is shown at checkout based on your postcode and courier.
How is my instrument packed for shipping?
How is my instrument packed for shipping?
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.
Do I need to be home to receive my delivery?
Do I need to be home to receive my delivery?
Yes, all parcels are sent with signature on delivery via Australia Post or Couriers Please. If you're not home, your parcel won't be left unattended; instead it will be taken to your nearest depot or pickup point for collection.
How do I collect my parcel from AusPost or Couriers Please?
How do I collect my parcel from AusPost or Couriers Please?
Australia Post: You'll get a card at your door or an SMS/email with your tracking number. Use it on the AusPost website or app to find your nearest Post Office or parcel locker. Bring the collection notice (or a photo of it) and photo ID.
Couriers Please: A calling card will be left with your consignment number and nearest depot details. Enter the consignment number on the Couriers Please website to check status, request redelivery, or get a pickup authority. Bring the consignment number/calling card and photo ID to the depot.
Can I pick up my order in person instead of having it shipped?
Can I pick up my order in person instead of having it shipped?
Yes, you're welcome to collect your order directly from our Auburn warehouse at 357 Chisholm Rd, Auburn NSW 2144. Just bring your order confirmation and photo ID.
How are instruments packed?
How are instruments packed?
Every instrument is professionally packed, placed in its instrument bag, wrapped in protective bubble wrap, and boxed in a sturdy outer carton. Instruments are shipped fully set up and ready to play. For some high-tension instruments, like violins, we may loosen the strings slightly before shipping to protect the neck and body in transit, simply tune back up on arrival.
What do I do if my order arrives damaged?
What do I do if my order 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 package be left unattended (Authority to Leave)?
Can my package be left unattended (Authority to Leave)?
By default, no ATL isn't permitted unless you request it in advance by contacting us. While this is rare, theft or disputes have occurred with unattended parcels, so we recommend considering it carefully before opting in.
Repairs, Setups & Services
Do you offer repairs and setups?
Do you offer repairs and setups?
Yes, we handle repairs, setups, and ongoing maintenance for electric, acoustic, and bass guitars, from basic restringing through to fret work, electronics repairs, and complex troubleshooting. Not sure what your guitar needs? We're happy to assess it and talk you through your options in-person in our workshop at 1/357 Chisholm Rd, Auburn, 2144, Australia or over the phone on (02) 9688 3988.
How much do repairs and setups cost?
How much do repairs and setups cost?
Costs vary depending on the work involved. We'll always give you a clear estimate before starting any work, so you know exactly what to expect, and we'll contact you first if anything changes during the job.
How long does a repair or setup take?
How long does a repair or setup take?
Turnaround depends on the type of work, parts availability, and current workload. Simple setups or restringing are often quick, while more involved repairs can take longer. We'll give you a timing estimate upfront and keep you posted if anything changes.
Can I get a repair done while I wait, or do I need to leave my instrument?
Can I get a repair done while I wait, or do I need to leave my instrument?
This depends on the job, quick tasks like restringing or minor adjustments can sometimes be done on the spot, while setups and more involved repairs usually require leaving your instrument with us. We'll let you know what to expect when you bring it in or submit your enquiry.
