Shipping Returns

We Ship Everywhere in the World!
Please Contact Us for specific shipping quotes to your country

All merchandise is shipped within 3-5 business days after you place an order. You will get an e-mail confirmation when your item has shipped along with a tracking number.All merchandise sold by Musical Instrument City.com requires an adult signature for delivery. If a shipping delay occurs for any reason that does not constitute a refund in shipping fees.

We pack all of our instruments/items very carefully. With over 30 years of experience, we have a tried and true method for shipping your instrument/item carefully. All instruments are individually styro packed on the inside of the case and we use styro peanuts and new boxes for all shipments. All of our merchandise is fully insured so if your item was damaged en-route, please visit our “Damaged in Shipping” section of this page immediately. There is a very specific procedure you must follow in order for us to process a return for an item damaged en-route.

Returns

We have 100% satisfaction guarantee, however, if you would like to return an item, returns are governed by the following terms and conditions. Failure to comply with the following procedures constitutes a violation of the return policy and therefore a refund will not be given.

Please note: the procedure to return an item you do not like and an item which has been damaged during shipping is different. If your item has been damaged in shipping please go to the bottom of the page and follow the instructions marked “Damaged in Shipping”.

1. The only way you may return an item is to obtain an authorized Return Number (RN#).

2. You must e-mail us within 5 business days of receipt at info@musicalinstrumentcity.com with the subject line of “Request a Return Number (RN#)” to obtain your authorized Return Number (RN#). (Please note: a refund is not guaranteed at this point, a physical inspection of the instrument, once it is returned to our facility, is still required.)

3. Returns have to be received at our office within 5 business days after the RN# was given. A full refund, minus the non-refundable shipping cost, the 3% PayPal Non-Refundable Fee (if applicable), and the 8% restocking fee, will be issued within 10 business days of delivery of the item to our office with a company check, credit card, wire transfer, Square, or Paypal. It is at our discretion which method of return payment we use.

4. All returns must be in their original packaging, with the RN# written on the outside of the box. Please include a signed letter with the RN# and a brief description as to why you are returning the item.

5. We require all returns to be shipped back with the same shipping company that it was sent to you with. You are responsible for the cost of return shipping with insurance included.

6. Please make sure the item is carefully repackaged and insured for the sales price with signature required before sending it. Uninsured packages or items shipped “COD” or “Shipping Due” will be refused and a refund will not be issued.

7. All returns are subject to an 8% restocking fee (unless you opt for an in-store credit) and the 3% PayPal Non-Refundable Fee (if applicable). When taking an in-store credit, the 8% restocking fee will be waived as well as the original shipping cost from our facility to yours because our ultimate goal is to get you the item you want. Please note, you are still responsible for the cost of return shipping with insurance and the 3% PayPal Non-Refundable Fee (if applicable).

8. If at any point you would like to cancel your in-store credit please send us a signed written request via mail and a company check will be sent to you with the remaining balance minus the cost of original shipping, 3% PayPal Non-Refundable Fee (if applicable), and the 8% restocking fee.

9. The returned merchandise must be received in the same original condition and with all the same original parts that it left our facility. Once the item is received we will conduct a physical inspection. This inspection will determine your eligibility for a refund. If an item is received damaged we have sole discretion to determine if the merchandise was damaged in shipping or due to your negligence while you were in possession of the item. Refunds will not be issued for merchandise, which has been damaged for any reason while in your possession. Returned items missing any of the following original: accessories, original parts, mouthpiece (if included), case, original neck, or other original parts to the instrument will also not be refunded.

10. If the damage was caused by return shipping, you as the shipper have to initiate and file a claim. A refund will not be given until the shipping company’s claim has been settled and a copy of that settlement has been mailed to Musical Instrument City. If the shipping company declares the item is a total loss than no refund from Musical Instrument City will be issued. If the settlement is a partial value adjustment the final refund from Musical Instrument City will be calculated as follows: Original sales price minus the 8% restocking fee, the 3% PayPal Non-Refundable Fee (if applicable), the insurance claim amount (if this amount is less than the actual repair cost the difference will also be subtracted from your refund), additional loss of value due to the damage incurred as many of our items are one of a kind and/or vintage and the non refundable original shipping fee. This total amount will be issued within 10 business days by company check.

11. All merchandise that is sold “As Is” is non-refundable. Please refer to the item’s description to determine if the item is being sold “As Is”.

12. If any of the above terms and conditions are not met we have the right to refuse a refund.

Returns for “Damaged in Shipping”

All instruments/items are carefully packed and fully insured, however, once in a while shipping carriers may mishandle a package. Once a package leaves our facility we have no control over damage that occurs due to mishandling on the part of the shipping company. We are not responsible for any shipping damages that may occur. In the unfortunate chance, your item is damaged the following procedure must be followed exactly in order to process a refund. Failure to comply with the following procedures constitutes a violation of the return policy and therefore a refund will not be given.

1. Save everything, including the box, packing materials, and shipping label. Without the original box and packing materials, a claim cannot be made and a refund will not be issued.

2. Take a full set of pictures so the damage can be assessed. These should include at least one photo of the entire instrument/item, one of the case (if it has one), one or two of the damaged area on the item, an overall photo of the box (with all labels and shipping tags still attached), as well as one or two pictures of any damage to the box itself. This means there will be a minimum of 5 photos.

3. Send the photos along with an explanation of the damage, to info@musicalinstrumentcity.com with a subject line of “Damaged in Shipping” within 3 business days of receipt. Please note this does not in any way imply or authorize you, the buyer, to take the item to a repair shop for evaluation, we are not responsible and will not reimburse you for any fees associated with estimates on the damage incurred.

4. Don’t send anything back yet! You must wait for us to determine liability. It will take anywhere from 5 to 10 business days for liability to be determined. We have sole discretion to determine if the merchandise was damaged in shipping or due to your negligence while you were in possession of the item. Refunds will not be issued for merchandise, which we determine has been damaged while in your possession. Please wait to send the item back until we have notified you to do so.

5. Once it is determined that the pictures and explanation demonstrate reasonable suspicion that the shipping company was responsible for the damage to your item you will receive an e-mail with an authorized Return Number (RN#). You may not return an item without this authorized Return Number (RN#). (Please note: a refund is not guaranteed at this point, a physical inspection of the instrument, once it is returned to our facility, is still required.) Please do not ship the item back until we have notified you to do so.

6. Returns have to be received at our office within 5 business days after the RN# was given.

7. We require all returns to be shipped back with the same shipping company that it was sent to you with and the tracking number must be emailed to info@musicalinstrumentcity.com once it has been shipped.

8. Please make sure the item is carefully repackaged and insured for the sales price with signature required before sending it. If the box was damaged we suggest using a new box in order to make sure no further damage occurs because you are liable for any additional damage that occurs during the return shipping. Uninsured packages or items shipped “COD” or “Shipping Due” will be refused and a refund will not be issued.

9. You are responsible for the cost of return shipping with insurance even if it was damaged en-route to you.

10. Once the item is received we will conduct a physical inspection. This inspection will determine your eligibility for a refund. We have sole discretion to determine if the merchandise was damaged in shipping or due to your negligence while you were in possession of the item. Refunds will not be issued for merchandise, which has been damaged while in your possession.

11. Once it is determined that the item was damaged in shipping a full refund except for the original 3% PayPal Non-Refundable Fee (if applicable), but will include the original non-refundable shipping cost from our facility to yours, will be issued via company check, credit card, wire transfer, Square, or Paypal within 10 business days of delivery of the item to our office. Items damaged in shipping to the buyer are not subject to our 8% restocking fee, it is waived. The original PayPal Non-Refundable Fee (if applicable) will not be refunded.

12. If any of the above terms and conditions are not met we have the right to refuse a refund.