Thanks for visiting Topshelf Instruments. Below you'll find answers to some common questions, as well as some info on our policies and procedures. If you can't find the answers you're looking for, email us here >> firstname.lastname@example.org
What's your returns policy?
We're here to make buying an instrument exciting, easy, cost-effective and hassle-free. We're confident you'll love your purchase from us, as we select our stock with a lot of love and care. If you don't love it, here's what we can do.
If your item is not as described, damaged, faulty, or unfit for purpose:
Return your item to the store for a refund or exchange. As we sell almost exclusively used instruments, we do our best to describe and photograph things as honestly as possible. We get a lot of great feedback regarding the accuracy and detail in our listings. If there is some kind of miscommunication and your item is not 'as described', within reasonable margin for differences in opinion, you can return it for a refund or exchange. In rare cases of transit damage, our usual procedure is to return the item to the store for assessment and issue a full refund once it's been checked over. If your item is faulty, please see the section below on warranty claims. In all such cases, we usually arrange and cover the cost of return freight, so contact us by phone or email as soon as possible to get your return moving. Upon receiving your return, please allow up to twenty days to process refunds.
If you just don't like it that much:
We don't offer refunds for 'change of mind'. In most cases, we can offer an exchange or store credit if you decide your new item isn't right for you. We reserve the right to charge a 10% restocking fee for items returned that aren't faulty or damaged. We can help arrange return freight, so get in touch by phone or email as soon as you can. In such cases, all freight charges are the responsibility of the customer, so any credit will be issued less the costs of freight back to the store as well as the original freight costs to get it to you, even if you were offered 'free freight' on the original purchase.
The following applies to all returns:
* Please email or call us to arrange a return before you send anything back.
* Please contact us within seven days of your item arriving to arrange a return. We do not accept any returns outside this time period.
* We don't offer returns to customers outside Australia unless your item is faulty, damaged or not as-described.
* The item must be returned to the store in the same condition it arrived in, so please pack all items carefully. If you fail to take due care in packing your item and it's then damaged in transit, we will send it back to you at your cost.
* We always do our best to make sure you're happy with the gear your buy from us, so please get in touch and talk through any issues and we'll do our best to help.
How do you ship guitars? Do you have freight insurance?
We have written up a pretty detailed guide through our process. And yes, all shipments are insured through a specialist freight insurance company. Read more here!
I'm overseas, what duties and taxes will I have to pay?
Please check with your local Customs authorities to determine your obligations for taxes and duties. Every country is different and rules change frequently, so please take the time to find the correct information for your location, as we can't do this for you, sorry! We ship most international packages with DHL, who are generally great to deal with. The standard process is for the courier to contact you when your shipment arrives in your country via email, text or letter with an invoice for any relevant taxes, duties and fees. Once you've paid your due, they release the item.
I'm overseas, can you declare a low value on an item for me to save me some taxes?
All items purchased by overseas customers will be declared at the price you paid. Failure to declare at the correct value voids our freight insurance, so to keep us both protected, we have to declare values accurately. Plus, it's the law.
Do you offer any kind of warranty on used instruments?
Used instruments are generally less likely to suffer from manufacturing problems, as such issues generally emerge in the first year or two of an instrument's life and are sorted under the original manufacturer's warranty. Having said that, every instrument we sell is in working order at time of sale, with any faults described in the listing, and we're happy to back our claims. We offer a three month warranty on used instruments: if you have an issue with your instrument that wasn't a problem at the time of the sale, get in touch within three months and we'll arrange a fix for you. This covers faults, but not general wear and tear. We also don't cover botched mods/repairs, impact damage, or problems caused by use outside the intended purpose of the instrument.
Note that new products are covered by their various manufacturer's warranties.
Do you have a physical shop?
Yes! Please come and visit. 82 Collins Street, Hobart, Australia.
Do you want to buy my gear?
Maybe! Hit up our 'sell us your gear' page.
I make or sell a product you guys might be interested in selling, who can I talk to?
Email email@example.com and we'll see if we can do some business.