Frequently Asked Questions
Bassoon Factory is the creation of me; Tanya Campbell - a self confessed bassoon nerd.
I started the bassoon in 1996, and graduated from the Queensland Conservatorium of Music in 2001 completing an intensive major on bassoon with Peter Musson. A move to the UK was next in 2002 where I completed a three year full time repair technician and manufacture course in Newark, Nottinghamshire, where I built a clarinet from scratch. Having moved back to Australia in 2008 I now call beautiful Brisbane home.
FAQ
Most frequent questions and answers
Shipping: Australian Orders:
Please Note: Bassoon Factory cannot be held responsible for late delivery of items via Australia Post or Courier services.
If you request for a parcel to be left on your premise without a signature on delivery, you are doing so at your own risk. Bassoon Factory cannot be held responsible for parcels that are missing if Australia Post has marked the item as delivered.
Depending on area of country that you are in, and delivery service you choose, expect delivery 1-7 days.
Orders are shipped during business hours Monday to Friday excluding public holidays.
Shipping: International Orders Outside Australia:
International orders are normally shipped by air, though the specific type of service varies by country and depends on the amount of available insurance coverage. A signature on delivery is required for all overseas shipments. If your payment does not include sufficient shipping costs, we will contact you. Delivery time is subject to the method used and local delivery times at the destination.
Bassoon Factory is not responsible for delays and charges due to Customs and local Post Office/Courier issues in other countries. We reserve the right to cancel orders for certain countries due to shipping risks. If this is the case we will contact you and refund any payment you may have made.
Bassoon Factory accepts payment online by the following method
Visa, Mastercard, American Express (AMEX). We accept Visa, Mastercard and AMEX credit cards issued in Australia by Australian banks/institutions. If you have a card issued overseas, please contact us.
PayPal. You don’t need a PayPal account to checkout with PayPal, you can checkout using just a credit card.
Direct Deposit. Please contact Bassoon Factory (info@bassoonfactory.com.au) if you would prefer to pay with a Direct Bank Deposit. Bassoon Factory will issue you with an invoice containing our banking details. Some high valued or custom orders will require a direct bank deposit as payment. Bassoon Factory will contact you with our bank details if this is required.
International orders are welcome, with the following important information:
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Available destinations: We currently ship to selected countries only. If your country is not listed at checkout, we are unable to ship there at this time.
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Shipping costs are calculated at checkout and vary by destination.
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Customs duties, taxes, and import fees are the responsibility of the customer and are not included in our prices or shipping charges.
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Delivery times vary by country and carrier; delays may occur due to customs clearance.
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Returns & warranties: International customers have the same rights under Australian Consumer Law for faulty goods, but change-of-mind returns may not be practical due to shipping costs. Return shipping is at the customer’s expense unless the item is faulty.
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Certain products may be restricted or prohibited for import into your country—please check local regulations before ordering.
For questions about international shipping, please contact us at info@bassoonfactory.com.au.
At Bassoon Factory we comply with the Australian Consumer Law and the Fair Trading Act 1989 (QLD).
Consumer guarantees: All our products come with guarantees that cannot be excluded under the ACL. If a product is faulty, unsafe, or not as described, you are entitled to a repair, replacement or refund. For major faults, you may choose a refund or replacement. We cover return costs for faulty goods.
Manufacturer warranties: Many products also include a manufacturer’s warranty. We will assist with warranty claims where applicable.
Change of mind: Returns are accepted within 7 days if the item is unused, unopened, in original condition, and you cover return shipping. Refunds exclude shipping fees.
Exclusions: For hygiene/copyright reasons, reeds, mouthpieces, sheet music, custom and special-order items cannot be returned unless faulty.
How to claim: Contact us at info@bassoonfactory.com.au with your order / invoice number and details of the issue.
Your statutory rights under Australian Consumer Law always apply.