Return Policy

Holiday Return Policy Extension:
Purchases placed this holiday season on or after December 1st, 2008, will have their return deadline extended to January 15th, 2009, instead of the usual 30 day policy detailed below.

General Return Policy:
We offer a 30 day return policy. Items may be returned if received within 30 days from the invoice date for refund (less a 15% restocking fee). Most items may be exchanged without a restocking fee. Items must be in original new condition with all materials, paperwork, and accessories intact. Items that are modified in any way, worn, or are not in new/resalable condition, or if the manufacturer's packaging/box is destroyed, or not in reusable condition, may be refused refund or deducted up to a maximum of 50% at our discretion. Items that are abused, broken, or damaged may not be returned (this does not apply to shipping damage claims).

Optional Item Inspection:
We only do inspections upon request because so many of our customers want brand new, factory fresh items. We will gladly inspect any item shipped from our warehouse upon request. This request must be made over the phone and is typically free of charge.

If you opt to have your item inspected, we will label your invoice with a line item called "INSPECTION." If you find an inspected item to be defective and you notify us within 48 hours of receipt, we will replace it in the following manner: 1) We will call tag it for pickup 2) We will pay the freight to ship the replacement to you. Should you opt to not have the inspected item replaced (and your item is not "exchange only," as described below) then both outbound and return shipping costs will be deducted from any refund. We will waive the restocking fee in such a circumstance.

This applies to phoned in orders shipping to the 48 US states only requesting inspection at the time of order. This does not apply to the action or playability of a guitar which often requires adjustment, sound quality or tone, wood grain patterns, finish, or other subjective topics. Some items (such as microphones, software and any special order item) are inherently non-returnable. Return shipping costs and restocking fees are the customers responsibility if the customer does not request inspection. If a replacement is not available to ship within 45 days due to back order, a full refund will be issued. If upon return an item is found not to be defective then all costs shall be passed onto the customer which include user error. Even though we may try to assist you in trouble shooting an item over the phone, we will not be responsible for not identifying the problem when the item is not present.

Complete or Partial Return:
Occasionally we may offer a discount on an item (or free item) based on other items purchased. In such a situation, all items must be returned together, or such discounts shall be deducted from any partial return credit or refund.

Cancellations:
We can only accept order cancellations or modifications via telephone (1-800-867-4611) if the item has not be labeled for shipment. Once labeled and loaded on our dock, we cannot stop a shipment. DO NOT email us order cancellation or modification requests.

Shipping/Returns:
Shipping fees and return shipping costs are the customers responsibility except when the customer requests prior inspection as stated above.

Free Shipping Returns:
On occasion we might offer free shipping on an order. If a free shipping order is returned, normal shipping rates will be deducted from any refund.

Defective Items:
If you receive an item that you believe is defective, please call 1 800 867 4611 to discuss a return for inspection. Unfortunately there are unscrupulous businesses who don't like the internet competition, that may tell you an item is defective when in fact it may be user error or simply need adjustment. We have seen this all too often. (the send it back and buy one from me sales pitch) Just because a competitor tells you it is defective, does not determine that to be factual. If upon return to us it is inspected and is is deemed defective, a replacement will be shipped free of charge to you (48 lower US states only). If an item is determined not defective the buyer is responsible for a 15% restock fee and return shipping.

Alaska, Hawaii, & Shipments Outside the USA:
We do not "pick up", "call tag", or pay for return shipping or replacement shipping under ANY circumstances. Choose carefully, and think before purchasing, this is an assumed risk, and absolutely no exceptions will be made. You are relying solely on the warranty (if applicable) from the manufacturer and are responsible for obtaining warranty service. We can only assist you in locating your nearest warranty service center.

Complete Shipping Policies:
Please see our shipping policies for information on damaged in transit, or incorrect items received.

Product Specifications:
Product specifications, images, and features are subject to change without notice. Photographs are representative in nature and intended to provided a general representation of the products and may show optional items not included. For the most current specifications, please check with the manufacturer's web site or call ahead first. Often if a photograph is not available of a certain color or feature, then a file photo of the same or similar model will be used that is representative in nature. We are not responsible for manufacturer changes in a products specifications. The description and stock code will determine the color and items included, not the photo.

Please note that colors can affected and even altered by your monitor and its settings. A picture online will never be identical to a printed photograph or visual. There will likely be some variance in color due to the many variables of viewing pictures online.

Finish & Wood Grain:
Trees are a product of nature that grow out of dirt. Like fingerprints, snowflakes, or people, no two pieces of wood are alike. Wood will have unique traits such as darker or lighter grain color, wider or tighter grain pattern, pin knots, bear claw, flaming, quilting, dark or unique grain lines, other grain or color characteristics, and variances in color absorption and all of which are not deemed as a defects, but rather uniqueness. Cracked wood is a defect, visual aspects in or on the wood are not.

Product Playability, Action, Setup:
Musical Instruments are often made of wood, and are thus subject to acclimation (changes in climate). Setup, playability, and "action" are subject to change by the very nature that the climate, temperature, humidity, and other factors when the instrument is taken from one environment to another. Guitars can and often do require adjustment upon arrival. When the neck of a guitar dries out, it pulls back and can buzz, or when it is more humid it can relax the wood and the neck can pull forward and the strings can be too high. Also if a guitar is not tuned to a proper "A, 440 hertz" with a tuner and is pitched too low, it can buzz as well. We make no guarantee either express or implied as to the playability of an instrument that is not adjusted locally to your climate. We will gladly assist you with any advice on adjustment, but can not make return policy exceptions based on playability which is subjective. Guitars do need adjustment periodically, especially when being purchased mail order.

Return Policy Exclusions (non-returnable items):
Non Returnable items include: Close out or clearance items, custom made items, special order items, Microphones (wireless or wired), CD players, all recording devices, any perishable item, batteries, wind screens, harmonicas, instrument strings, polish chemicals or care products, drum sticks, drum heads, guitar pickups, all copyrighted material, light bulbs, light gels, any form of fluids, fog machines or machines using fluids, parts, are exchange only for the same model if defective and you call within 48 hours of shipment receipt for RMA#.

Items Showing Wear (30-50% Restocking Fee):
Drum sets, cymbals, cowbells, blocks, chimes, or any item struck with a stick, instruments, or any item that shows wear or signs of use will be charged a 30-50% restocking fee as these items must be sold as used. For example, drum heads will be marked up the first time you hit them. Choose carefully when buying these items. Guitars returned for refund will be charged $15.00 for re-stringing, cleaning, and setup.

Auction Items:
On occasion we may post an item on an auction site. Any item that is purchased or initiated through an auction site is final and not returnable for any reason.

International Orders:
Please see our international orders policy for other exclusions that apply to shipments outside the USA.

How to Return an Item:
Before returning an order, call us! Please have your invoice number and stock codes of the items you wish to return. Only the WMS shipping manager can issue request for RMA#'s. Upon receiving your RMA#, package your item securely, and write the RMA# on the shipping label. DO NOT write it on the product box Finally, ship the item back to us via the carrier of your choice.

You Are the Shipper:
Remember when you return an item you are the shipper and it is your responsibility to properly package and insure the item. If an item is damaged in transit back to us (defective or not), we cannot accept it for return. It will be up to you to file a damage claim with the shipper you contracted. Package it well, or your damage claim often will be denied. If an item arrives without an RMA#, delivery will not be accepted. Shipping companies often deny claims, especially on expensive items. Do not assume just because you have insurance, that you will get paid if they damage it. Odds are you wont unless you package it very well. Don't assume our packaging meets shippers guidelines, which is 2" of cushion on every side and a certified box. We have calculated the costs of packaging versus the damage odds, and self insure most items. That is a calculated risk we can accept. Return Shipments may be refused if sent return freight collect or where other fees are due upon delivery such as duties, taxes, shipping fees or any other carrier fees, or such fees may be deducted from any refund.

The Best Way to Ship Something Back To Us:
Take the item to the UPS store, or FedEx Store, or something a similar business and let "them" package & ship it for you. Then if the item is damaged they must answer for it. This is recommended for items that are prone to damage such as high ticket items, guitars, electronics, etc.

Refund Processing Time:
Allow 10 business days (from delivery at our location) for returns to be inspected, restocked, and processed for refund. Refunds take up to 4 days to show on your credit card once processed. We process refunds once or twice a week in a batch. We do not do each one as it comes in.