Shipping and Pickup Policy
Author: Warehouse Manager Date Posted:1 July 2022
Holiday Opening Times
OPEN- 29th and 30th December
REOPEN 3nd January
SHIPPING RESUMES AFTER 10 JANUARY
Upon Receiving goods please check for any Transit Damage or Dead On Arrival (DOA) electronics. You will have up to 7 Days to advise us after receiving your goods so that we can organise a replacement. This also includes if you are missing accessories that were promised when you purchase as after 7 Days we cannot warrant and/or replace any missing items. For more information go to our Returns, Refund and Exchange Policy
OUR SHIPPING and ORDERS POLICY
When you place an order, you will receive an acknowledgement e-mail confirming the receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed. In many instances we will need to collate products form different companies so that you can conveniently use our store as a ONE-STOP-SHOP. This usually saves you freight costs and allows you to pick multiple products.
Free Shipping! (6-10 working days)
Any item with the "Free Shipping" truck displayed to the right hand side of the price ships to ACT, NSW, VIC, QLD metropolitan areas for free and under 10 Klgs and over $250 or items under under 5 Klgs and over $150
Free Shipping is not available to WA, NT, Far North QLD, TAS or any non-metropolitan or remote location within Australia, as determined by us. Shipping charges to these locations will be displayed in the cart during checkout.
Express Shipping (1-5 working days) [WE ARE CURRENTLY NOT ADVISING OF ANY EXPRESS SHIPPING]
When you need it fast, we offer Express Shipping on most items on our website provided that they are in stock. GoLogistics and TNT/FedEx are our preferred couriers for Express delivery. Additional charges will apply. If for any reason we are unable to deliver your order within 5 working days, we will notify you and refund any Express Shipping charges except when we have made our effort to release your order from our warehouse ASAP and the delay is out of our control and upon the couriers.
Dispatch policy and shipping addresses
Most orders will be dispatched from Liverpool, and we may use a range of different couriers for the deliveries. Most orders are sent via a tracked service. Some orders may be dispatched directly from our supplier in order to shorten delivery time - you may be notified if this applies to your order.
Please allow up to 3-7 business days for dispatch from our warehouse and allowed an additional 2-14 business days for delivery. This is due to current state restrictions along with the huge influx of orders going with our couriers. All our orders are covered by transit insurance, however it is your responsibility to supply us with your correct shipping address, phone number and email address as incorrect information will cause delay in your recieving your order. Unfortunately couriered services cannot be sent to PO Box addresses as this is not a service they provide.
While placing your order we ask you for a valid shipping address, email address and your best contact phone number during checkout. Prior to dispatch, we may contact you via telephone, SMS and/or email to confirm shipping information and arrange the best day for delivery. To prevent your order being delayed, please respond as soon as possible during business hours, Monday to Friday.
Items sent by courier are delivered during business hours and require a signature for confirmation of delivery. We therefore strongly recommend you nominate a Work Address or similar for shipping. If there is no-one at the delivery address when the courier attempts delivery, you may be charged a re-delivery fee, If that is the case the responsability is transferred to you as we send your consigment details to you so that you can track and trace your online. Please also check your junk mail as it may be in there sometimes.
In the event your order is delay once in transit or you have missed a delivery and it has returned back into the logistic depot, we will try out best to assist you with the resource we have, however your first step should be to contact the courier provider as they will ALWAYS have more details and information regarding your freight then we will.
Items damaged in transit
DO NOT sign for a package if you suspect it is damaged. Signing for an item means it has been received in good order, and any damage is no longer the courier's responsibility. If your item is damaged, you must call us (1800 211 183) or email our customer service team (firstname.lastname@example.org) to notify us within 24 hours. So we can help you best, please include your name, address, items ordered, and a brief description of the apparent damage. All items will be assessed by us on a case-by-case basis.
Sometimes in transit instruments are not damaged but can receive knocks and parts can be dislodged e.g. Bridges on stringed instruments or piano keys and require minor adjustments which doesn't constitute DOA but delivery issues. We can easily fix this or if we believe it will affect the playability we will SWAP the unit for you.
Goods sent by courier can be tracked using the usual "track-and-trace" feature on courier websites. You will find your Tracking Number (if applicable) and courier website address printed at the bottom of your shipment confirmation email. Smaller orders may be sent via Australia Post Regular service without tracking. It is your responsiblity to track and communicate with the courier for SPECIFIC DELIVERY TIMES once it has left our warehouse .
Can the courier or delivery person call me prior to deliver
Unfortunately as often as we request this, we get denied as many times. No courier or Australia post worker will call you prior to delivery despite however many times we have requested this. If you select the 'courier service' we will send you a tracking number which you can use to find out an estimated time of arrival for your goods, or alternatively have it sent to a business address. Most customers try to organise a delivery time with the carrier which is then their responsability.
Can I ask for the courier to leave the goods at my door or reception (in apartments)?
Whilst it is possible, we highly recommend that you do not do it. All freight warranty & insurance will be void. Only do so at your own risk, if someone steals it, BAVAS MUSIC CITY & the freight company will not be held accountable. If you will not be able to take the delivery, it might be worth asking a friend or neighbour or reception to take delivery and sign a confirmation of delivery on behalf of you .
Minimum Order Fee (MOF)
To cover freight and handling costs, all orders under $50 attract a MOF of $10 per order. You won't ever pay the MOF when the subtotal of your cart exceeds $50. To avoid the MOF, simply ensure the subtotal of your cart is greater than $50 prior to checking out.
Shipping to Metro Areas ($20 Charge) Conditions - OVER SIZED ITEMS
We have a flat fee of $20 for all goods to Metro East Coast Areas Only as long as they are under 12klg and under 1/2 Square metre Cubic measurement . We will advise of extra shipping costs if the unit exceeds any of these 2 criteria. Other freight costs outside metro will be advised accordingly via email or a personal phone call. Please note that delivery of HEAVY GOODS such as PIANOS, PA SYSTEMS will be only delivered and and left on ground floors of houses and apartments.
Sometimes it is easier to pick up from our store. We will advise when your order is ready to be picked up especially when we need to consolidate different brands and components together. We may call or email you with a confirmation to advise when you can pick up is ready from the store.
We may also contact you in regards to pickup at different warehouse's that are close by which may be more convient for you. If this happens we will give you the address and confirmation to do so.
Request for ID or Proof of Purchase (POP) upon pickup
When you arrive to our store or warehouse, we may ask for you to provide your Identification and/or (POP) to confirm you are the person who has placed the order. Refusing to provide identification and/or (POP) will also mean we refuse to hand over your order until we are satsified with your information..
Request for additional identification
For some high-value orders, we may ask you to provide additional identification e.g. credit card information. You will be notified by us by telephone or email if this confirmation is required. We appreciate your understanding as we try to minimise fraudulent transactions for both customer, financial institutions and BMC alike.