Shipping Policy
Thank you for visiting and shopping at First Strings Pty Ltd. The following information sets out the terms and conditions that constitute our Shipping Policy.
Where we ship
We ship anywhere in Australia. We don't ship internationally at this time.
Shipping costs
- Standard shipping: a flat $12.95, anywhere in Australia
- Free standard shipping: on orders of $149 or more, including instruments
- Express shipping: a flat $20 on any order, cellos and double basses included
You'll see your shipping options and the final cost at checkout before you pay.
Dispatch times
Once your payment is authorised and verified, we process and dispatch orders within 2 business days. Instruments are professionally set up by our luthier before they're sent, and this can occasionally take a little longer. If there's a significant delay, we'll contact you.
Business days are Monday to Friday, excluding public holidays. Orders aren't shipped or delivered on weekends or public holidays.
Delivery times
- Standard shipping: usually 3–7 business days from dispatch
- Express shipping: your order gets priority handling and is sent with a faster service. We can't promise a specific delivery date.
Delivery times start from the day your order is shipped, not the day you order. They're estimates rather than guarantees. Weather, carrier delays, your delivery location and the items ordered can all affect them.
Pre-orders and multi-item orders
Orders are shipped together as a single shipment once all items (including any pre-ordered or out-of-stock items) are ready, rather than split into separate shipments.
Carrier and tracking
We send orders with a trusted courier or Australia Post, depending on the item and where it's going. When your order ships, we'll email you a tracking link. If your delivery seems delayed, please check the tracking first. If you still need help, contact us.
Cellos, double basses and other large items
Large instruments ship at the same rates as everything else: free standard shipping on orders of $149 or more, or $20 for express. Because of their size, they may travel with a different carrier from smaller items. If you have questions about delivery for a large instrument, please contact us before ordering.
School and educator orders
Schools and educators with an approved Educator account can order on account. Shipping on these orders is quoted separately, and custom shipping quotes apply to orders over 2.25 kg (cubic weight). See our How to Order page for details.
Pickup
We don't currently offer in-store pickup. All orders are delivered.
Delivery address
Please check your delivery address carefully at checkout. We can't take responsibility for orders sent to an incorrect address you've given us.
Damaged parcels
If your order arrives damaged, please contact us within 48 hours of delivery at orders@firststrings.com.au or on (07) 5596 3465, with photos of the item and the packaging. Faulty or damaged goods are covered under the Australian Consumer Law, and the 48-hour timeframe doesn't reduce those rights. See our Returns Policy.
Missing or lost parcels
If tracking shows your parcel as delivered but you can't find it, please check around your property and with neighbours first. Parcels often turn up there. If you still can't find it, contact us at orders@firststrings.com.au and we'll follow it up with the carrier. Once the carrier confirms the parcel is lost, we'll send you a replacement.
Questions
Email orders@firststrings.com.au or call (07) 5596 3465.
First Strings Pty Ltd, 9/46-50 Spencer Rd, Nerang QLD 4211