Shipping policy
Shipping Policy
Thank you for shopping with us! We are dedicated to delivering your musical instruments and accessories to you safely and efficiently across Hong Kong. Below are the terms and conditions that constitute our Shipping Policy.
📦 Order Processing Time
- All orders are processed within 1–2 business days.
- Orders are not processed or shipped on weekends or public holidays.
- High order volumes may cause slight delays.
- We will notify you via email if a significant delay occurs.
🚚 Shipping Rates & Delivery Estimates
- Shipping charges are calculated and displayed at checkout.
- Free shipping is available on selected products only (such as larger instruments or promotional items) and will apply automatically at checkout.
- Delivery delays can occasionally occur due to courier peak seasons or bad weather (such as Typhoon Signals).
| Shipping Method | Estimated Delivery Time | Shipping Cost |
|---|---|---|
| Standard Local Shipping | 1–3 business days | Calculated at checkout (Free on selected products) |
| Express Local Shipping | 1–2 business days / Same-Day | Calculated at checkout |
📍 Shipment Confirmation & Order Tracking
- You will receive a Shipment Confirmation email once your order ships.
- This email will contain your tracking number(s), if available.
- When available, the tracking number will become active within 24 hours.
- To ensure faster delivery, items from the same order may be shipped in separate packages.
🏢 SF Locker & Pick-up Points
- We support delivery to local SF Lockers, SF Stores, and pick-up partners.
- Please ensure you provide the correct locker/store code and your mobile number at checkout for SMS notifications.
- Note: Large musical instruments (e.g., full-size guitars, digital keyboards) may exceed SF Locker dimensions and will require a residential or commercial delivery address.
📦 Damaged or Lost in Transit
- Delivery Care: We make every effort to ensure your order arrives safely at the address or SF Locker provided. If a package is officially confirmed as lost in transit by the courier, we will work with you to issue a replacement or store credit.
- Damaged Items: Musical instruments are fragile, and our fulfillment network packs them securely. If your instrument arrives with transit damage, please take clear photos of both the packaging and the item, and contact our support team within 48 hours of delivery so we can coordinate with the courier to resolve the issue.
📍 Customer Delivery Responsibilities
- Address Accuracy: Customers are responsible for providing correct, complete, and valid delivery information. We cannot offer refunds or replacements for delivery failures caused by incorrect address inputs at checkout.
- Post-Delivery: Once the courier logs a package as "Successfully Delivered" or "Arrived at Locker," the delivery is considered complete. We are unable to take responsibility for packages stolen, misplaced, or damaged after a confirmed courier delivery.