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    FAQs

    Frequently Asked Questions (FAQ)

    Welcome to the Tuin.com.au FAQ page, where we answer common questions about ordering, shipping, returns, payments, and more. If you can’t find what you're looking for, feel free to contact our support team at info@tuin.com.au.

    Ordering

    Q: How do I place an order?
    A: Simply browse our products, add the items you'd like to your cart, and proceed to checkout. You’ll receive an order confirmation email once the purchase is complete.

    Q: Can I change or cancel my order after placing it?
    A: You can request a change or cancellation before 9:00 AM (AEST) on the day of processing. Once the order has shipped, it cannot be cancelled, but you may still be eligible for a return. See our Cancellation Policy for full details.

    Shipping

    Q: How long does delivery take?
    A: We typically ship orders within 0–2 business days (Mon–Fri). Transit time is estimated at 1–15 business days.

    Q: Can I track my order?
    A: Yes. Once your order is shipped, you’ll receive a tracking number via email so you can follow the delivery progress.

    Returns & Refunds

    Q: What is your return policy?
    A: We accept returns within 14 days of delivery on most items, provided the product is new, unopened, unused, in original condition, and in original packaging, and accompanied by proof of purchase. See our Return & Refund Policy for more information.

    Q: What if my item arrives damaged or faulty?
    A: If your product arrives damaged, defective, or not as described, please contact us at info@tuin.com.au within 14 days of delivery with your order number and photos. We’ll resolve the issue promptly.

    Payment

    Q: What payment methods do you accept?
    A: We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay. All payments are processed securely and encrypted.

    Q: Is it safe to shop on Tuin.com.au?
    A: Yes. Our website uses SSL encryption to ensure your data is protected. We do not store any payment details on our servers.

    Product & Stock

    Q: Are your products authentic?
    A: Absolutely. We only sell 100% genuine musical instruments and accessories from trusted brands.

    Q: What if a product is out of stock?
    A: If an item is out of stock, you can contact us to inquire about restock dates or alternatives.

    Business & Support

    Q: How can I contact you?
    A: You can reach us at Email: info@tuin.com.au