FAQ's

PRICING & BILLING

What currencies are your prices in?

All prices on the website are listed in New Zealand dollars unless otherwise noted. 

Visitors also have the option to select to display prices in US Dollar equivalents of the NZD$ price on the main page - and most product pages. (The site typically defaults to your particular region)

Do I have to pay sales tax? 

You will not have to pay sales tax if you live within New Zealand currently (as we are not yet GST registered). 

We do not charge taxes on any international shipments. Most shipments to the US will not result in any taxes. Large orders of over $1500.00 being shipped to the US may result in import taxes being charged by US customs. UPS and FedEX may also add brokerage fees. Please check your local tax laws if you are concerned. 

Some countries in Europe and elsewhere have their own VAT and other duties and taxes. We cannot provide information about your local tax laws as these taxes are not administered by us. FedEx and UPS may apply additional brokerage fees. Please contact your local authorities for details 

WE ARE UNABLE TO MAKE A FALSE DECLARATION OF A REDUCED VALUE ON GOODS SHIPPED IN ORDER TO AVOID TAXES. PLEASE DO NOT REQUEST US TO DO SO. 

I have a question about my charges: 

1) Log into your account (Sign In Link top Left Corner) 

2) Look at either 'View Order Status' or 'Completed Orders' You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact us for further assistance.

I need a copy of my receipt/invoice:

1) Log into your account (Sign In Link top Left Corner) 

2) Click on 'Completed Orders' - you should see a list of your completed orders which you can reprint from there. 

When will my credit card be charged? 

PayPal and Credit card payments are completed when the order is placed via the 3rd party PayPal gateway.

SHIPPING & RETURNS

Returns Process

If you need to request a return on an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. This process should be initiated within 48 hours of receiving your goods. 

We'll notify you via e-mail of your refund once we've received and processed the returned item. If you used a Guest card simply contact us via the form on the Contact Us Page. 

Returns Policy

You may request a return on most new, unopened items within 5 days of delivery for a refund. (Shipping time is not included in the 2 weeks).  If the return is a result of our error (you received an incorrect or defective item, etc.) we will credit you for the return shipping costs. Shipping costs in general are not refunded in either direction. We highly recommend you mark the goods coming back as 'returned items' and attach relevant original paperwork to the package. We will not be responsible for any Customs charges in either direction for International orders. These are the responsibility of the purchaser. 

Note that specific categories have their own return policy as detailed below under the following categories: 

  • Consignment Goods
  • Used Goods
  • CarolBrass Instruments 

We reserve the right to change these policies at any time without prior notice.
Changes to these terms will be published/updated on this website as they come into effect. 

These terms were last updated: March 2019

Consignment Goods:

These goods are sold ‘as-is’ and there are no returns or exchanges on these items. (Think of these as you are dealing directly with the seller and the contract for the sale and purchase of goods is directly between you and the seller of the item)
If you have a case where you are not happy with the item received we suggest contacting us and we will provide you the contact details of the seller to resolve your concerns. 

Used Goods sold by The Brass Cellar:
These goods all come with a return option if you are truly not satisfied with your purchase. 
You have the option to return an item within 5 days of receiving it (shipping time not included). 
Please note that we will refund the original purchase price, minus a restocking fee of $25 for cleaning and administration (this cleaning fee applies to instruments). Mouthpieces return will be charged of $10 for cleaning. Any bank or transaction fees may not be refunded.

International Shipments: Please note that shipping costs & customs charges in either direction are not refunded. 

We highly recommend marking returning goods as 'returned goods' and attach original paperwork. Also returning items via the postal system avoids large re-import fees charged by companies such as UPS and Fedex.

Carolbrass Instruments:

All ‘custom orders’ for CarolBrass instruments are considered final sale and there are no refunds on these items. Custom Orders are defined as personalized adjustments, unique modifications of parts or finishes or any horn that is specially ordered directly from the factory for you. Typically these horns fall under (but are not limited to) the CarolBrass ‘Materials’ range. (We will mention that it is a custom order prior to taking a deposit and placing your order).

All standard models from the CarolBrass ‘Styles’ range that are in stock come with a return option if you are truly not satisfied with your purchase. You have the option to return an item within 7 days of receiving it (shipping time not included). Please note that we will refund the original purchase price, minus a 10% restocking fee. Shipping costs either way are not refunded.

Receiving Refunds

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). 

Shipping

Domestic (New Zealand Shipping)

All orders are shipped via CourierPost or NZ Post. Charges for this service are added to each item individually at the time of checkout.

For multiple purchases that can ship in a single box or Trackpak you will receive a refund within 5 days of any overcharges on shipping.

International Shipping (Countries around the world)

We can ship to virtually any address in the world. Note that there may be restrictions on some products, and some products cannot be shipped to international destinations. (For example CarolBrass may have some limitations). 

You will need to contact us direct so that I might provide you with the best possible shipping option for the items selected. I will attempt to have an answer back to you same day with shipping costs and options. Unfortunately NZ Post nor BigCommerce have a suitable work around for this at this time (March 2019) where you can have live shipping quotes.