Return Policy

Buying an instrument online takes a leap of faith. You can't hold it, play it, or hear it in the room before you buy, and we know that. Every instrument we own and ship has been looked over and set up here in our shop. Consignment instruments are the exception, since we sell those just as they came to us. Either way, if it isn't the right one for you, we want to make it right.

7-Day Home Trial

Every instrument we ship, new or used, comes with a 7-day home trial. When it arrives, please let it sit in the box for 24 hours so it can get used to the temperature and humidity in your home. Opening it too soon can be hard on the finish. After that, take it to your lesson, bring it to a jam, and see how it feels in your hands.

You have 7 days from delivery. If it isn't the one, send it back in the same condition it arrived in, and we'll refund the full price of the instrument. There's no restocking fee, and if your order shipped free, we won't take that out of your refund. The only cost to you is the return shipping.

Please send it back in the original case and box, with all of the tags and paperwork.

Consignment Instruments

Consignment instruments get the same 7-day trial. I also always like to be transparent that they belong to someone else, so we don't set them up before they ship. Plan on having your local tech give it a setup.

Accessories

Unopened or unused accessories can be returned within 7 days of delivery.

Return Shipping

You're responsible for return shipping. Please insure it for the full purchase price and pack it in the original packaging. If a package is lost or damaged on the way back because it wasn't insured or packed well, we can't cover that. If you paid for shipping on your original order, that charge isn't refundable.

If It Arrives Damaged or Defective

Please let us know within 48 hours of delivery. Send us a few photos and hang on to all of the packaging. We'll pay for shipping both ways, look it over, and decide on the best fix. Depending on the damage, we'll repair it here in our shop, replace it, or refund you.

If We Made a Mistake

If we sent you the wrong item, or the instrument isn't what we described, we'll take it back. That goes for everything we sell, including used, vintage, consignment, and final sale items. Let us know within 7 days of delivery, and we'll pay shipping both ways and refund everything you paid, shipping included.

Final Sale Items

A few things can't be returned unless they arrive defective: strings, picks, and other consumables; pickups or electronics that have been installed; setups, repairs, and other shop services; personalized orders, like engraving, names, or custom artwork; instruments that have been modified after delivery; and anything marked As-Is or Final Sale.

Special Orders and Custom Builds

If we order or build an instrument just for you, we ask for a 50% non-refundable deposit. Once it arrives, you still get the 7-day trial. If you decide to send it back, we'll refund everything except the deposit.

Instruments Bought in the Shop

Instruments bought in our shop are final sale. We want you to take all the time you need in the shop to play and compare before you decide, so you can take it home knowing it's the right one. Unopened or unused accessories bought in the shop can still come back within 7 days.

Online Trade-Ins

If you traded in an instrument toward your purchase and decide to return it, we'll refund the trade-in value as store credit. By then, your trade may already be in someone else's hands.

Where We Ship

Right now, we ship instruments within the continental United States only.

Reverb and eBay Orders

If you bought from us on Reverb or eBay, the return terms on that listing apply.

How to Start a Return

Before you ship anything, give us a call or send us an email with your name, order number, and the reason for the return. We'll send you instructions and a return authorization number. Please ship it within 5 days of our approval, fully insured, in the original packaging. Once it's back in the shop and we've looked it over, we'll refund your original payment method within 3 business days.

A Note on Condition

Returns need to come back in the same condition we sent them. If an instrument comes back with new scratches, dings, wear, or a smoke or pet smell, we may take the cost of restoring it out of your refund, or we may not be able to accept it.

Thank you for trusting us with your next instrument. If you have any questions at all, just let us know. We'd be happy to help.