SHIPPING INFORMATION

We proudly ship instruments and accessories worldwide. All orders are packed with the utmost care to ensure safe arrival. By placing an order with us, you acknowledge and agree to the shipping terms outlined below.

Domestic Shipping (U.S.)

• Instruments are shipped via trusted carriers and include tracking.

• Shipping costs vary depending on size, weight, insurance coverage, and destination.

• A shipping estimate will be provided before your order is finalized.

• Once an item leaves our facility, the carrier assumes responsibility for delivery.
  We are not liable for delays, damage, loss, or carrier-related transit issues of any kind.

• Insurance claims for damaged or lost packages will be processed according to the carrier’s policies and timelines.

Signature Requirements

• To protect valuable instruments, signature confirmation may be required upon delivery for certain items.

• If you opt out of signature confirmation (where available), you accept full responsibility for loss, theft, or misdelivery after the carrier marks the package as delivered.

International Shipping

• We ship to most countries worldwide.

• International shipping rates vary based on destination, carrier selection, and customs regulations.

• Customers are fully responsible for all import duties, VAT/GST, customs fees, brokerage charges, tariffs, or any government-imposed taxes.
  These fees are not included in product prices or shipping quotes.

• Because each country’s tax rules differ, we cannot estimate or control these costs.

• Customs processing may cause delays beyond the estimated delivery window.

• If a package is refused due to duties or taxes, or if customs returns or destroys the shipment:

  • We are not responsible for refunding shipping costs.

  • Products returned in unsellable condition or abandoned by customs are non-refundable.

Handling & Packaging

• Each instrument is individually inspected, secured, and packaged using high-quality protective materials.

• While we take every reasonable precaution, liability transfers to the carrier once the shipment leaves our facility.

Shipping Timeline

• Processing time varies depending on whether the instrument is in stock or custom-built.

• Most in-stock items ship within 3–7 business days.

• Custom orders receive an estimated production and shipping timeline at the time of purchase.

• Estimated delivery dates are not guaranteed, as they may be affected by carrier delays, customs, weather conditions, or other factors beyond our control.

RETURNS & EXCHANGES

We want you to love your instrument. The policies below ensure a fair, transparent process for all customers while protecting the integrity of our handcrafted products.

Eligibility

• Returns must be initiated within 30 days of delivery.

• Items must be returned in original, unused condition, with:

  • No signs of wear, damage, or alteration

  • All accessories and components

  • Original packaging (including internal protective materials)

• Returned items not meeting these standards may receive a partial refund or be refused.

How to Return

1. Contact us at 651-388-8400 or email us to request a return authorization.
   Unauthorized returns may be refused or subject to additional fees.

2. Follow the packing and shipping instructions we provide.

3. Once the item is received and inspected, an approved refund will be issued to the original payment method.

Restocking Fees

To cover inspection, handling, and repackaging:

• A restocking fee of up to 10–15% may apply to returned instruments that require cleaning, repolishing, re-stringing, or reconditioning.

• Heavily damaged or modified items may not be eligible for a refund.

Non-Returnable Items

The following items cannot be returned:

• Custom-built or personalized instruments

• Special-order items not regularly stocked

• Items damaged due to improper handling, storage, or packaging after delivery

• Used or visibly played instruments

• Gift cards

• Clearance or final-sale items

Custom Orders

• Custom instruments are not eligible for standard returns.

• If there is an issue with craftsmanship or materials, we will work with you to address it, which may include adjustments or repairs at our discretion.

Shipping Costs for Returns

• Customers are responsible for return shipping costs unless the item arrived damaged or defective.

• We recommend using a trackable, insured shipping method.
  We are not responsible for loss or damage incurred during return transit.

NEED ASSISTANCE?

We’re here to help. If you have any questions about shipping, returns, or your order, please contact our team in Red Wing, Minnesota. We want your instrument to arrive safely and exceed your expectations.