Because of the delicate nature of our merchandise, we take great care to ensure that every order arrives safely. Every shipment is insured, and we typically require signature confirmation on wooden instruments.
In an effort to be environmentally responsible, we often reuse shipping materials. So don't be surprised if your package arrives looking a bit well-loved. However, we will never compromise on the safety of your instrument. If you have any requests or specifications, please indicate them in the comments section of your order or contact us directly.
We ship to all major countries. Shipments typically go out on the next business day after the order is placed. We do not ship on weekends. Customers are responsible for all import fees, taxes, etc.
Damaged or Missing Items
Shipments should be inspected for damage upon receipt. If there is a problem, save all packing materials and contact us promptly. The shipping company will need to inspect shipping materials in order to approve a claim. If a claim is denied because of missing shipping materials, we cannot offer any reimbursement or replacement.
If damage is due to a defect in material or workmanship, it may be covered by a manufacturers' warranty. See our warranty page for more information.
If you want an instrument that we don't currently have in the store, you can purchase it through a special order. For most special orders we require a partial deposit to get the order started. For some instruments we require the full balance at the outset. Once we receive the final product, we will contact you to pay the outstanding balance. When the full payment has been processed, we will ship the instrument. If you would like to make a special order, please contact us or place a special order on the product page.
Special Orders can be cancelled within the first week of placing the order. After the first week we will a cancellation fee of 10-20% of the price of the instrument.
Made to Order Instruments
Some of the instruments we carry are made to order. This means that the workshop will only begin crafting the instrument once an order has been placed. For this reason we require a partial deposit to begin an order or, in some cases, will ask for the full balance at the outset. Once we receive the final product, we will contact you to pay any outstanding balance. When the full payment has been processed, we will ship the instrument. If you would like to purchase a made to order instrument, please contact us.
Please note that, because made to order instruments are made per request, they take longer to craft and ship than other, ready-made instruments. If timing is an issue please let us know before you place your order. We will do our best to accommodate or we will direct you to an alternative option that can be shipped in time.
All sales on made to order instruments are considered final sales and are ineligible for return. If there is a quality issue or the instrument has been damaged, we will work with you to have the problem fixed.
Instruments can be returned within 30 days provided the instrument is still in like-new condition. If an instrument is returned damaged, stained, or smelling of cigarette smoke, mildew, etc. we cannot offer a full refund. If the instrument can be repaired, we will offer a refund less the cost of repairs. If an instrument is returned after the 30-day window, we can provide a partial refund or we can sell the instrument for you on consignment.
Order on made to order instruments are not eligible for returns or refunds. See above for more information.
Customers are responsible for all shipping costs.
How to Return
We ask that customers contact us before returning instruments. To make a return, pack up each item securely and mail it to our address.
All wooden instruments that are shipped by air mail must be sealed in an airtight plastic bag. This includes services like Priority Mail, Express Mail, FedEx express, and UPS express among others. If you are not sure how your package will be shipped, use an airtight plastic bag just in case. This step is crucial as instruments dry out under the low air pressure and dry air conditions of air services. This can cause instruments to change dimensions, often irreversibly, resulting in tuning and voicing changes. If an instrument arrives in this condition, we cannot offer a full refund. If the instrument can be repaired, we will offer a refund less the cost of repairs.
- Please insure the package for the total value of the contents and email us tracking information.