RETURNS

We guarantee your complete satisfaction for 30 days after your order is delivered.

Request Return Authorization on an order or item you have received.

We allow you to return almost any product for any reason. When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund. When procedures are followed, there are no restocking fees. For Canadian customers, please note that if you request an exchange, we require the original item to be received and processed in our warehouse before shipping a replacement.

How do I return a product?

A return authorization number is required to return a product.

Please remember: you can return a product for any reason. Being honest about the reason will just help us process your exchange, replacement, or refund more quickly. We will respond to your request swiftly. You will receive a return authorization number, instructions for sending your product back, and an address for the return.

Request Return Authorization on an order or item you have received.

What is the return policy for orders placed with PayPal?

Due to system limitations, we are unable to facilitate exchanges for items purchased using PayPal. To exchange an item purchased using PayPal, simply return the original item to us, and we will issue your refund. You may then purchase the replacement item via a new order.

Special Return Conditions

This notification on a product means the item can only be returned for a refund if the item is unopened. Once opened it cannot be returned due to the product's nature. If it arrives to you damaged, we will exchange it at our expense (including all shipping costs).

Who pays original and return shipping?

If the return is needed as a result of a damaged or defective product, or from our mistake, we will pay the shipping charges -- both to have your item sent back to us, and to send you a replacement item. Often we issue a factory-fresh product in advance (pending an approval) to get you playing music as soon as possible -- because we're musicians too. These exceptions are at the sole discretion of our returns department.

If you return a product for any reason in exchange for a different product, we pay the shipping charges on the product we ship to you in exchange for the product you return, but you are responsible for the return shipping on the product you send back, and we do not credit any original shipping charges toward the exchange.

In the case of an outright return for refund, we refund the full purchase price of the product, but you are responsible for return shipping on the product you are returning and we do not refund the original shipping charges.

As musicians, we understand that having a reliable return policy is integral to a good purchasing experience. However, we reserve the right to limit return privileges to those who take advantage of our policy with excessive or dubious returns. These decisions are at the sole discretion of our returns department.

Canadian customers:

• Please mark the reason for export as "Return" when sending us a product.
• If you would like a refund of your original customs fees, please contact your local Customs & Revenue/CBSA Casual Refund Centre office.
  • Complete the CBSA form B2G(Informal Adjustment Request)
  • Provide proof of customs fees paid
  • Provide proof that the order was returned to us
  • You will be issued a refund by the Canada Customs & Revenue/CBSA Casual Refund Centre

When do we charge restocking fees?

Rarely. We can only accept items that are returned without signs of wear and tear and with all of the original contents and packaging. Wear and tear refers to any damage that was not present when you received your merchandise -- scratches, dents, etc. Contents consists of any included parts and accessories, as well as the warranty card and manual without user's notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed.

Items not returned in the condition described here may be subject to restocking fees (minimum 10% of the purchase price, as determined by our cost of replacing the missing items including a processing fee for this labor-intensive process) or refusal of the return. Larger items may be subject to a minimum 30% restocking fee. This fee may apply if you refuse delivery or as a result of delivery exceptions, as well as from a typical return.

These conditions apply to all returns regardless of the reason for the return. A restocking fee will be charged for any defective item that is returned in damaged condition.

How long does it take to receive a refund?

Once the warehouse receives the returned merchandise, a refund is typically processed within 2-4 business days (Monday through Friday). Processing time may vary depending on daily return volume. When your return has been processed, we will send a confirmation to the email address on file with your original order. For customers in Canada, please note that the exchange rate at the time of your order may vary from the date of refund. This could result in a higher or lower refund amount than you were originally charged.