We offer a 14-day exchange/return policy on most products. Please contact us immediately if you are not satisfied with a product. We will do our best to offer you a solution to the problem. All items must be in unused condition with the original tags on (if applicable) A restocking fee of 10% of the purchase price will be charged for all returned products that are not defective. Please note for damage occurring during shipping please contact us and we will file a claim with the carrier and you will be compensated in that way.
Non-returnable items:
- Downloadable sheet music product
To complete your return, we require a receipt or proof of purchase.
Damage Occurring During Shipping
Occasionally instruments get damaged during shipping. We always pack our instruments with the utmost care but sometimes the carrier mishandles packages. Most of our instruments are shipped via UPS, they have a specific way of handling the damage claim – we will take care of the claim but will need the following information / pictures from you to help resolve the matter. Please email us the following:
- Your Phone Number and Email
- Include a photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box).
- Include a photo of the packaging material used inside box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- Include a close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z).
- Include a close-up photo of the box manufacturer’s certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on at bottom flap on the outside of the corrugated cardboard box.
- Include a two photos displaying all six sides of the package:
This first photo should display the top and two sides of the package. The second photo should display the bottom and the opposite sides of the package - Include a photo of dimensions of the box including the package height, length, and width provided in the body of the email.
Once UPS has gotten this information occasionally they will ask for more pictures / clarification of certain information. Please don’t throw away any of the packing materials!
When UPS arrives the claim they will send a return label so they can take possession of the damaged product for inspection before giving a final ruling on the claim. Once that is complete we will issue a replacement instrument or a refund – depending on what the customer wants.
Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account or paypal account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at via email.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email for further assistance.Shipping returns
To return your product, you should mail your product to us. Please contact us for address.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.