All of our products are backed by our 45 Day Satisfaction Guarantee.  Our commitment to you is to ensure that you are completely satisfied with your purchase.

 Free product exchanges with in 45 days:

Contact us to make an exchange.   We’ll set up the exchange for you and send you a prepaid label for shipping!

Shipping for exchanged products is always free!  There will be no return charge for shipping if we sent the wrong item or if it arrived damaged.  Return your item to us in the original packaging.  Affix the pre-paid label to your box and drop at the nearest FedEx/Kinko’s location.  Be sure to cover the original shipping address on the outside carton.  For your protection, be sure to retain the tracking number.  Insurance is automatically covered!

 Complete the bottom portion of your packing slip and place inside the box.

 Simple product returns within 45 days:

(See below for returning items damaged in shipping)

Use the original packaging and boxes to return the merchandise to us.  We recommend using FedEx or UPS.   Be sure to cover the original shipping address on the outside carton. For your protection, be sure to retain the tracking number.  Please insure the package for the value of the merchandise.

 Unfortunately, we cannot refund your original shipping charges. 

 Send your return to:

4004 Technology Drive

South Bend, IN 46628

 For a return for a damaged product, contact us for assistance.

 For exchanges or returns on Oversized Items in Multiple Boxes or larger than 40 LBS: call Customer Service at 800-292-4955.

All woodwind and brass instruments that are returned are assessed a $10.00 sterilization fee.  Instruments priced over $3000.00 are assessed a $20.00 fee.

 All mouthpieces and bows are assessed a $4.00 fee.  Mouthpieces priced over $300 are assessed a $8.00 fee. 

 Microphones, wireless products, recording equipment (Multi track, Hard Disk, DAT, CD, Tape Recorders and Duplicators) are returnable for store credit only.

 Restock Fees

Items that are returned in a condition less than described will be assessed a 15% restocking fee.

 Non-returnable items

• Copy protected material such as sheet music, videos, software, sample libraries
• Recording Media: Cassettes, reels, DAT  tapes, Mini-discs, CDR’s
• Drumheads, drum sticks, cleaning and care products, rosin, tubes, strings
• Reeds, harmonicas, pitch pipes, ear plugs and other in ear monitors

 Instrument Trial Returns

We offer a 10 day (excluding shipping time) trial period.  Return the item(s) to us including warranty cards, mouthpieces, etc.  Use the original packaging and boxes.  We recommend using FedEx or UPS.   Be sure to cover the original shipping address on the outside carton. For your protection, please retain the tracking number.  Please insure the package for the value of the merchandise.  To qualify for a full refund, less the cost of shipping both ways, merchandise must be received in our warehouse in new or like new condition.  Item(s) received in a damaged or unexpected condition will be assessed a restocking fee.

Attn: Returns Department

4004 Technology Drive

South Bend, IN 46628

Select Custom 48 hour Approval Policy

Select custom instruments have a 48-hour approval period. Should a return be desired, it must be initiated within 48 hours of receipt. To qualify for a full refund, less the cost of shipping both ways, merchandise must be received in our warehouse within 10 days of original receipt. The instrument must be returned in the same condition as it was shipped, with all shipping materials, hangtags, certificates and warranty cards included.

Returning Items Damaged in Shipping

Your order is carefully packed to exceed FedEx and USPS shipping requirements. If an item arrives damaged:

Call us within 72 hours for return instructions.  To qualify for return shipping, you must notify us of any problems within 72 hours of receipt.  

Repack using all original packing materials and boxes.  Include all original packaging, accessories (e.g. power adapters, mouthpieces, etc.) and paperwork (e.g. owner's manual, warranty card, etc.). 

We will arrange to have FedEx pickup the item and carefully inspect it for shipping damage, before returning it to us.  Upon receiving the returned merchandise, we will send out a replacement.

When to expect your credit or refund

Your return will be processed within 48 hours once it is received.  Your merchandise refund or credit will be posted to your credit card.  Most credits are viewable on your credit card account within five business days.  If you paid with a check or money order, you will be sent a refund check.  Please allow 14 days for processing.