Frequently Asked Questions

Your item show's free freight - How much is freight to ___?

We offer free insured shipping to anywhere in Australia and New Zealand.  There's no minimum order.

 

Can I try before I buy?

Currently we don't have a showroom in New Zealand (Stay tuned for a showroom opening soon).  We do offer Free Returns for 100 Days so if you're not 100% satisfied with your purchase you can return it to us within 100 days of receiving.  We even pay the return shipping!

 

If I have a problem with my item, How do I return it?

Just create a support ticket here, and we'll work out the best solution for you.  Alternatively you can email [email protected] or call us on 0800 025 467 with the details of your item and your order ID. We will then work out if the unit can be repaired, replaced or refunded for you.  More info here.

 

Where are your guitars made?

Our Guitars are all made in China. We work closely with the factory to get the best possible quality and value.

 

Do you ship from China?

No. We ship from our warehouse in Auckland.  Orders are shipped weekdays.  If you place your order by 12pm Midday your order will be dispatched the same day. For more information see our Shipping Page.

 

Has My Order Been Successful?

All successful order transactions will receive an order confirmation email within 5 minutes of purchase. If you have not received your order confirmation email send us an email at [email protected] or call us on 0800 025 467.

 

When Will I Receive my Refund or Credit?

Once received, we will process your request within 24 hours. Please keep in mind that your financial institution can take an extra 48 hours to clear the funds back into your account.

 

How long will my delivery take?

At Artist Guitars we ship super fast. Orders placed by 12:00pm (midday) Auckland Time are dispatched the same day. We use a combination of Australia Post, Fastway and Courier Post to ship our goods to you as fast as possible. Once the package leaves our warehouse the time to your door depends on your location.

For more information see our Shipping Page.

Can I pick up from your Auckland warehouse?

Yes! Pickups will be available but you must purchase on our website first.  Our Auckland warehouse does not process any sales. Once you've placed your order on the website you will receive a dispatch notice by email, normally within 1 business day of placing the order.

Warehouse Hours:

  • Mon-Fri: 8am - 3:30pm
  • Sat, Sun, Public Holidays: Closed

Warehouse Address:

Airport Oaks
Auckland 2022, New Zealand.
(Our full address will be provided when you receive your dispatch notice)

Important:

  • Cash Payments are NOT Accepted.
  • Do not go to the warehouse until you have your dispatch notice (this will be emailed to you when your order is ready to collect)
  • Please go to reception, do not enter the warehouse
  • Please take your order number with you (Either your NZ____ number from our website, or P_____ from Trade Me)

 

What happens if I'm not home to receive my package?

This depends on the carrier.

  • New Zealand Post will drop it to your local post office, unless it will fit in the mail box, or you have left "Authority to Leave" instructions.
  • Fastway will leave a card with details on how to organise a redelivery.  If the delivery has taken longer than the estimated delivery time and you still have not received your order, contact Fastway NZ and quote your tracking number.

For more information see our Shipping Page.

 

If I return an item does it cost me any money?

No. Our 100 Days, 100% Money Back Guarantee ensures there is no cost to you. Just contact us so we can arrange for you.

 

What happens if my guitar gets damaged in transit?

No problem!  We pack our instruments so that they can deal with the heavy hands of delivery agents.  However, if your guitar does happen to suffer a bump you're covered.  We'll do our best to replace the guitar as quickly as possible.  

See our Returns Page for more info.

 

What are your bank account details?

Our bank details are listed on your invoice.  If you need to make a direct deposit payment please refer to your invoice for instructions.

 

What Brand are your Guitars?

Our guitars are all "Artist" Brand. These are our own designs. You save a lot of money by buying factory direct. We have been working with guitar factories for over 10 years.

 

Why can't I find Artist Guitars in Retail Shops?

You can't buy an Artist Guitar in store because we choose not to sell to other retailers. We have a totally new business model and have chosen to market and sell our products online. This means our costs are down, and we can pass those savings on, directly to you. All our musical equipment is designed for players of all levels, from beginners to seasoned musicians. We make sure that our products are built to a high quality.