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Terms and Conditions

 

Freight

Orders will be sent via Australia Post or our designated freight company (Usually Aramex, Australia Post or Startrack Express) Please allow up to 3 - 14 working days for delivery. We have also found that couriers will not phone you to tell you the exact time your order will be delivered (even when asked) as it varies day to day. They usually deliver between 8:30am - 4:30 pm, which is why we recommend your items being sent to a work address. Please allow 1-2 days processing time for some stocked items but most orders leave same day.

Large and/or heavy items may cost extra, if you are unsure feel free to contact us at admin@greenbrothers.com.au

It is your responsibility to supply Green Brothers with your correct shipping address. Freight drivers are only obliged to deliver to this address, and take no responsibility.

Can I track my order?
Check your email and you may have been sent a tracking number, input the number into  Startrack or Australia Post's Track & Trace engine.

Do you take international orders?
Sorry, we do not take international orders, we only sell and ship around Australia at this point in time.

How much is shipping?
To work out a shipping cost, please go through the cart and our system will work out a freight price to your area.
If you think there may be an error, or want to clarify the price, you are welcome to contact us

Do you offer freight insurance?
Not at this stage, but in most cases we will cover your order at our expense.

Can I pick my goods up in store?    
Unlike some stores, we do not charge for you to pick up in store. We are open 6 days for your convenience, but please give us a date and time of pick up so we can make sure your goods are ready. Orders that are left for over 1 week and not picked up will be returned to stock, unless other arrangements have been made.


What if I am not home?
Unfortunately neither Australia Post nor any courier will call you no matter what the circumstances, they will leave a card in your mail box so you can pick-up from the local depot or Post office (Australia Post only) or arrange re-delivery.
We have found it to be much quicker & easier to have all items sent to a business address where someone will be present.

Can I ask for the courier to leave the goods at my door?
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, Green Brothers & 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 to take delivery of it for you.

What if it appears my goods have been freight damaged?
Please check all items before signing for them, to sign for them means "Signed for in good working order" and subsequently is out of the couriers hands, and insurance. If this was not possible, there can be a 24 Hour window to try and claim insurance, please contact us & the courier immediately. This only applies to orders that have are sent via courier.

Can the courier or delivery person call me prior to delivery?
Unfortunately as often as we request this, no courier or Australia post worker will call you prior to delivery.
If you select courier 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.

Can the courier deliver to my PO BOX?
No, they can not. Australia post only.

Can I have my goods delivered on the weekend or after hours?
Unfortunately this is not possible at the current point in time, however you are welcome to pickup on a Saturday morning.

I've been emailed a tracking number, how do i track it?
The number should look like Startrack YTP0000 or Aus Post 111111, Simply go to the website of the company it was sent with (Startrack Express, Australia Post) and trace it there.

Pricing Policy
All of our prices are in Australian dollars (AUD) and include Australian GST (Goods and Services Tax). All transactions are processed in AUD.

FAQ

I have lost my tax invoice, can you print me another one?
Yes we can. Just send us an email to admin@greenbrothers.com.au

I want a certain product but I don't see it on your site, Why don't you have it!!!?
We have a very large store here in Rockhampton (which we would love to see you in) and not every product we stock is online & vice versa, but if you don't see what you are after, give us a call or email and we will chase it down for you!

Is everything on your website in stock?
We try our best to have everything in stock, but sometimes items sell out faster than we can update the website. If this is the case we will call or email you and let you know if your order cannot be fulfilled within in 48 hours.

Do all the guitars come set up & with strings?
They sure do! All the guitars are set up at the factory & often once in the country as well! Every guitar we sell is ready to play (after a quick tune of course) 

Do you guys Lay-by? We certainly do in store. We do not layby online at this stage.

Payment & Returns
What Payment methods do you accept??  

•    VISA   

•    MasterCard   

Online sales are to Australia ONLY. We do not trade or ship internationally. As a security measure, Green Brothers ONLY ACCEPTS CREDIT CARDS FROM AUSTRALIAN INSTITUTIONS.

Credit cards are only processed during Mon - Friday (9 - 5pm).

Returns
If your item is D.O.A or stops working through a manufacturers defect, we will happily get it either a) Repaired b) Swapped for a new one c) Offer Store Credit at our discretion? We will not exchange any item if you simply change your mind, so please shop with care. All products must be returned as new, unused, undamaged and in their original packaging, with all original included accessories.  We reserve the right to refuse a return on any product that does not meet these requirements. The following procedure must be undertaken.


1.         E-mail admin@greenbrothers.com.au with your name, invoice number, product name, reason for return and request for replacement, exchange or refund for store credit.

2.         You will be issued with a Return Authorisation Number (R.A.N.) which is to be written on the outside of the returned package. At the same time you will be given the address to return the package to. It may be us, the distributor of the product, or the authorised repairer.?

3.        Freight prices cannot be refunded.

All information gathered will be held in confidence.

We understand that purchasing online is a little different to purchasing in store but the same rules apply, if your fridge or TV breaks, the store will not drive to your house, pack it up, take it away, repair it then redeliver and install it. You need to get the item back to the store. This is the same for us, if an item unfortunately ceases to work how it should, you will need to get it back to us, then we will get it repaired or replaced, then we will arrange, and cover re-delivery for you.

Availability
Where a product is out of stock or is temporarily unavailable, we will endeavour to dispatch the product as soon as practical after we receive it from our distributors. Where a product becomes permanently unavailable, we will contact you straight away and either find a replacement product or refund the order.

"Change of Mind" Policy
Please choose carefully as you are not entitled to a refund if you simply change your mind or make a wrong choice. It is up you to first research that a product will be compatible and suitable for your application prior to purchase. You are most welcome to contact us any time for help choosing the right product for your needs.

Privacy
Green Brothers are dedicated to keeping your details private. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders and to personalise your shopping experience with us; that's all. Our site uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. We do not store persistent cookies on your computer.

Security
When purchasing from our Website, your financial details are passed through a secure server using the latest 256-bit SSL (secure sockets layer) encryption technology. 256-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard.

Terms & Conditions
Green Brothers wants you to be satisfied with everything you purchase from our store.
Green Brothers understands that Internet shopping is different from conventional shopping. Therefore we are committed to providing the best products and service possible.
If your ordered item is out of stock, you will be contacted by Green Brothers, please leave correct phone & email details!

Green Brothers will not be responsible for any typographical errors or errors in illustrations, price, pictures or descriptions. All prices are subject to change without notice.


Prices at our retail shop may vary to cover the cost of stocking, unpacking, repackaging, handling and display, while giving you the opportunity to physically try and test the product and gain professional in-store advice from our experienced & qualified sales staff.
Small items will be sent via Australia Post. If the item is too big for your letter box, they will leave a card in your letter box for you to collect it at the Post Office. Larger items will be sent via courier and need to be signed for. If you are not going to be at home during the day, we suggest you use an alternative address such as your work.


DO NOT SIGN FOR AN ITEM IF IT IS APPARENTLY DAMAGED. To sign for a package means "Signed for in good order" and is there for not the couriers responsibility. If they have damaged it in freight, do not sign unless you have physically checked the carton and contact us immediately to arrange a replacement.