Shipping policy
Order Processing
Orders are processed and shipped Monday to Friday and shipped from Collingwood, Victoria, Australia.
Orders are typically dispatched within 1–2 business days, with some delays during peak periods.
Delivery Timeframes
Estimated delivery timeframes:
• Australia: up to 14 days
• New Zealand: up to 28 days
• International: up to 28 days
Delivery times may vary depending on location and postal delays. Australia Post International service updates can be found HERE
Tracking Information
All orders are sent with tracking.
Tracking is provided by email after dispatch.
Orders are shipped via Australia Post and transferred to the destination country’s postal service for final delivery.
Combining Orders
Multiple items must be added to cart before checkout, orders cannot be combined after they are placed.
Pre-Orders
Pre-order items (such as vinyl or CDs) are shipped on or after the official release date.
If a pre-order item is purchased with in-stock items, the entire order will be shipped together when the pre-order becomes available.
To receive in-stock items earlier, place separate orders.
International Orders & Customs
International orders may be subject to customs duties, taxes, or import fees.
These charges are the responsibility of the customer, so please keep an eye on any possible notifications about unpaid duties or attempted deliveries.
If customs charges are not paid and the order is returned, a refund will not be issued.
Returned-to-Sender Orders
If a parcel is returned to us due to an incorrect address, failed delivery attempts, or failure to collect from a postal outlet, we will contact you via email to arrange either redelivery or a refund.
If we do not receive a response within 30 days of our first contact attempt, the order may be automatically refunded. Any original shipping charges and the applicable $4 AUD restocking fee will be deducted from the refund amount.
Delivery Issues
Customers are responsible for monitoring tracking and accepting delivery.
If an order is returned due to missed delivery or non-payment of customs fees, additional shipping charges will apply to resend the order.
Soundmerch is not responsible for lost or damaged packages during transit.
Click & Collect
Click and collect is available from:
SOUND MERCH
64 Oxford St.
Collingwood VIC 3066
Australia
Click & Collect orders will be held in-store for up to 60 days from the date of purchase.
If you require additional time to collect your order, please contact us at orders@sound-merch.com.au before the collection period expires.
Orders that remain uncollected after 60 days may be cancelled and refunded to the original payment method, less the applicable $4 AUD restocking fee.
Retail Store Pickup Hours
• Monday – Friday: 9am – 5pm
• Saturday: 12pm – 5pm
• Sunday: 12pm – 4pm
Warehouse Pickup Hours
• Monday – Friday: 9am – 5pm
Warehouse pickup is available for customers unable to attend during retail store hours.