Shipping policy
When will my order ship?
In most cases, excluding pre-orders, orders ship within 2-3 business days. Shipping and delivery dates aren’t guaranteed unless otherwise noted.
I ordered an item listed as “pre-order.” When will it arrive?
Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.
Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed, unless otherwise noted.
Please note that once an Order has been processed it cannot be cancelled if you change your mind.
Items NOT On Pre-Order begin processing as soon as an order is placed. An item classified as pre-order will contain a pre-order flag. Please note made to order/print on demand products begin processing immediately.
Unfortunately, we can’t change any information on an order (including details like your shipping address, billing information, item, size, or quantity) once it has been accepted, as it has already been processed for shipment. We also cannot cancel orders if you change your mind after they’ve been processed.
When will I get tracking information?
You’ll receive tracking info as soon as your package ships, via the email you placed your order with. Make sure to check all inboxes, including your spam folder, if you can’t find your shipping confirmation. Please note it can sometimes take up to 3 days for your tracking link to update.
How long will it take for my order to arrive, once it ships?
Domestic orders normally arrive within 3-7 days of shipping, unless otherwise noted.
International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays.
Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We unfortunately can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
Please note that shipping delays will occur if you provide an incorrect address at checkout.
If your package is returned to our facility due to a shipping error, we’ll reach out to you via the email address provided with your shipping information. If you do not accept delivery or collect your order from the carrier within two weeks of our first attempt to deliver your order to you , then we may (without affecting any other right or remedy available to use) do either or both of the following:
- charge you for our reasonable storage fees and other costs reasonably incurred by us; or
- no longer make your order available for delivery or collection and cancel your order on notice to you, in which case we will refund you any money paid to us in accordance with our returns policy (as set out in our Website Terms and Conditions [https://www.umusic.com.au/terms-of-use/].), less our reasonable administration charges (including for attempting to deliver your order and then returning it to our facility, and any storage fees and other costs reasonably incurred by us.
This applies to all merchandise orders, including limited edition and pre-order sales.
Please note that in the event of an order shipped in parts, we can only refund you for what has been returned to us.
My item was shipped, but still hasn’t shown up. Is it lost in the mail?
Domestic orders – If you have not received your package within 3 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you. Except where the Australian Consumer Law entitles you to a refund, you have up to 60 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.
International orders – If you have not received your package within 6 weeks after it ships, please reach out to us at the email listed above as soon as possible so we can resolve the issue for you. Except where the Australian Consumer Law entitles you to a refund, you have up to 90 days from the date of shipment to claim your package as lost in order to receive a refund for your missing item(s), or a reshipment if stock permits.
If you receive tracking on an order but it has not been updated beyond the “pre-shipment” or “label created” stage within 2 weeks, please reach out to us at the email listed above to look into it for you.
Please note that we are not responsible for packages lost due to an incorrect shipping address being provided with your order. Shipping delays will occur if you provide an incorrect address at checkout.
Do you ship to the US?
Due to current global tariffs & their impact, we have temporarily halted deliveries to this location.
Do you ship to the UK or Europe?
Unfortunately we do not currently ship to the EU or UK. Please let us know if there’s a specific product you’re after and we will aim to point you in the right direction.We would also recommend signing up to the mailing list as we’ll let you know if there’s any future updates.
My tracking says my order was delivered, but I haven’t gotten it yet. Where is it?
Some carriers will mark a package as delivered before they actually deliver it. Though unusual, this can happen up to 5 days before an item is actually delivered. You can try contacting the carrier to get better insight into the delay. If you still haven’t received your package after 5 days, and you’ve checked with your neighbours and still don’t have it, please reach out to us at the email listed above and we’ll do our best to help!
My order is shipping to a country outside of Australia. Will I have to pay customs/import fees to receive my order?
Depending on your country, you may be charged customs/import fees. Customs charges and fees are the sole responsibility of the purchaser; we are not responsible for any additional customs charges or fees once your package has left our facility.
Customs fees are calculated based on the contents of each package. If an order arrives via multiple packages, customs fees will not increase but rather be collected upon import of each parcel.
If customs fees and charges are refused at the time of delivery, your order will be returned to us. Once we receive your package, we can refund you for your purchase. If you are unfamiliar with customs fees and charges, please contact your local postal or customs office for more information.