SHIPPING POLICY
We will ship all orders by whatever method appears to offer the best price/speed value for the product's size, weight, and destination. Large items (instruments, amplifiers) usually ship via UPS Ground (sometimes FedEx). Smaller items typically ship via USPS (Priority Mail for items over 1 pound, First Class for items under 1 pound). If you have special shipping needs, before you check out, please send us a message or call and we can discuss alternative arrangements and additional costs, if any.
Once payment is processed, we will pack your item carefully and ship your order as soon as possible. Usually, this means by the end of the next business day. We will post a tracking number to your order as soon as it is available (note tracking updates vary by carrier, service, and time of year). If you have special requirements or concerns, please contact us.
Most items ship from our headquarters in Miami Beach, Florida, but some items ship from warehouses in other parts of the country. In any event, we will provide tracking information on every order--we know how exciting it is to watch as your gear makes its way to your door!
International Shipping
Although we primarily ship to the Continental United States, many of our items can ship internationally. If you would like to ship to a location that does not appear in the shipping options, please don't hesitate to let us know. We'll advise whether we can accommodate and will provide you with a special shipping estimate. Please note buyers are responsible for all tariffs or duties--we appreciate your not asking us to misrepresent the item on customs forms.
RETURN POLICY
We want you to be thrilled with your purchase and do our best to make returns easy, with no hassle.
NEW ITEMS - Returnable within 30 days of delivery for any reason.
USED & VINTAGE ITEMS - Returnable within 7 days of delivery for any reason.
General Terms
Items must be returned in original, as-shipped condition with all original packaging and no signs of use. You may ship via any carrier, but we recommend using a service that offers insurance and tracking as we can't be responsible for a return that doesn't make it back or is damaged in transit. Buyer assumes responsibility for all return shipping costs unless the item was not received as described.
All returns must be pre-approved. Approved returns must be shipped back within 7 days of return approval, and received by us no more than 30 days from date of delivery. Any returns not complying with the above may be returned to sender or subject to a 10% restocking fee at our sole discretion.
Note re. Cases! Guitar cases can be tricky! If you're not sure if your guitar will fit and the listing doesn't specifically say it will fit a particular model of guitar (e.g., a standard strat/tele/LP body), please ask first, as the buyer will be responsible for shipping costs on "doesn't fit" returns.
Note re. hums/noise/hiss - most amplified electrical instruments and effects will have some floor level of noise, even ones that are "hum-canceling". That level will vary with the instrument, type of effect, pickup style, etc., not to mention the environment where it's being used, connected gear, etc. We get frustrated by noise too! If you find a product is too noisy for your taste, you may by all means return it under our normal Return Policy, but that noise will not be considered a "defect" unless it is something truly bizarre or unusual (if there's a clear problem with the unit--like a pedal simply screeching and not passing signal, etc., which is super-rare). As a general rule, we'll defer to the distributor or manufacturer to make a determination as to whether the noise inherent in a product is normal or out of the ordinary. Let us know if you have any questions on this.
Refunds
Buyer receives a full refund in their original payment method less any shipping charges. "Shipping charges" (deducted from return refunds) means our actual cost to ship the item to you, even if shipping was included in the original price.
COMMENTS ABOUT CONDITION
We want you to be thrilled with your purchase!
Sometimes, you just find an item doesn't fit your needs isn't exactly the sort of thing you hoped it would be. We're cool with that. In that situation, as discussed above, request a return authorization within the return period and ship it back to us at your expense.
But what about items that you feel have something wrong with them?
Flaws vs. Defects (New Items)
To the extent many musical instruments (e.g., guitars) are manufactured by humans out of natural materials, most will have some sort of minor flaws or imperfections in their finish. As with diamonds, these imperfections, often only visible upon close inspection, make the item unique and also allows you to identify the instrument as being your own. If you receive an item and decide that it has minor finish flaws that cause you to dislike the instrument enough that you don’t want it, you are certainly free to return it under our return policy just as if you didn’t like the sound of the instrument (i.e., it’s an aesthetic determination). However, the customer is responsible for return shipping on those kinds of returns.
By contrast, a defect is a major cosmetic flaw or mechanical/part issue that prevents the item from performing as it should. Unfortunately that happens sometimes and there’s no way to know with an brand new, unopened item. If an item has a defect, then you may return the item at our cost. These are items that we would return to a manufacturer because it is not what it purports to be. Upon return authorization, we will send you a return shipping label suitable for use on the package in which you received the item.
In our experience, lower cost items are more likely to have flaws than higher cost items (as with fine jewels), though this is not necessarily the case, especially with handmade items. However no item should have a true defect, regardless of its cost, and we stand by those products (exceptions, of course, where an item is described and sold as not working in some way).
Condition (Preowned Items) is a separate consideration from flaws and defects. Any item that is not in “Brand New” condition, will typically also have some sort of wear and tear, which we will describe in the listing to the best of our ability. Of course, a preowned item may have “flaws” as well, which would have been present at the time the item was new. But it also should not be “defective”, unless it is described as such in the listing.
