FAQ

SECURITY

1. Who is Ebenex Music? Are purchases made through your website safe/secure?

Ebenex Music has been trading online since 2002 and we’ve achieved over 12,000+ positive feedback (100% positive) on eBay. In addition, unlike other online-only e-tailers, we also have bricks and mortar outlets to ensure you that we are serious about doing business with you. You are welcome to drop by our shop/s anytime.

All transactions made online are also secure. For credit card payments, we only use Paypal as it is one of the safest and most reliable payment gateways we have used.

PAYMENT

2. I am from outside Singapore or Australia. Can I still make a purchase? What types of payment methods do you accept?

We accept International orders for 99% of our products. However, there are a few products where we cannot ship outside of Singapore.

Payment methods accepted include Paypal for all International orders, bank deposit in Singapore Dollars to our DBS Bank account, U.S Dollars into our Citibank USD account and Australian Dollars into our Australian CBA bank account.

Kindly pay within 5 working days of purchase. Please inform us if this is not possible. Payment can be made to:

International

Paypal: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Singapore Dollar Account:

DBS Bank

U.S Dollar Account:

Citibank

Australian Dollar Account:

Commonwealth Bank of Australia

Bank deposit details will be provided at check out.

POSTAGE AND TRACKING

3. I have made a purchase. What sort of shipping do you guys use? When can I expect my order? How do I track it?

Unless otherwise, stated, we ship all International Orders via FedEx or DHL. Orders within Singapore will be posted by SingPost.

Delivery time is usually 7-9 working days for most International orders. Transit time to Australia is usually shorter than that.

All orders in stock are shipped within 24 hours of payment clearance. Backordered items will be shipped when stock is available. Combined postage is also available in some cases.

DUTIES AND TAXES

4. Would I have to pay any import duties or taxes when my parcel arrives?

As Customs regulations governing imports vary from country to country, it is difficult for us to give you any specific advice on import duties or taxes.

For Australia, the duty free limit is AU$900. You may make any purchases up to AU$900 without incurring any incoming GST or import duties.

Kindly consult your local Customs office for further clarification.

We will be unable to pay for any relevant import duties or taxes.

WARRANTY/RETURNS

5. My pedal/guitar just stopped working suddenly. Can I send it back for an exchange/repair etc.?

Ebenex Music has a 1 year limited warranty for all electronic products. This warranty does not cover any abuse/misuse by the user and/or any accidental damage. Standard terms and conditions set by the manufacturer will still apply.

The buyer has to be responsible for any additional postage costs incurred during the return/exchange/repair.

If you need to return an item for any particular reason, kindly contact us .

We will provide you with further details on how to proceed with the return.

Kindly note that all consumables i.e. strings, cables etc. are not covered by any warranty or returns policy.

PRIVACY

Will my information be provided to any third parties?

No. All information submitted to us will remain private and confidential. It will NOT be disclosed to any third parties.