Frequently Asked Questions

Browse our catalog, add items to your cart, and proceed to checkout. You can check out as a guest or create an account for order tracking, faster checkout, and exclusive offers. For rare or high-value instruments, you can also reach out through our Concierge service.

Orders can be modified or cancelled within 2 hours of placement. After that, we begin processing and packing. Contact our Customer Service team immediately if you need to make changes.

Once your order ships, you'll receive a confirmation email with a tracking number and link. You can also track your order by logging into your account. All shipments include real-time tracking from our facility to your door.

Yes! We offer digital gift cards in various denominations. Gift wrapping is available for select items during checkout. For a special presentation on high-value instruments, our Concierge team can arrange custom packaging.

Shipping rates are calculated at checkout based on weight and destination. Expedited and international options are available. For full details, visit our Shipping & Delivery page.

Yes — we ship to to 195+ countries worldwide. International orders ship via FedEx, UPS, or DHL with full tracking. Import duties, taxes, and customs fees are the responsibility of the buyer. We provide all required customs and CITES documentation for instruments containing protected materials.

Every instrument ships in a hardshell case (or custom foam insert), double-walled corrugated boxes, and moisture barriers where needed. All packages are marked fragile with orientation indicators. High-value instruments receive photo documentation of packing for your records.

Yes. We proudly ship to all APO, FPO, and DPO addresses via USPS with full tracking. Allow additional transit time for overseas military addresses.

We accept returns within 30 days of delivery for most items in their original condition and packaging. Sheet music, custom orders, and items marked as final sale are non-returnable. Instruments must be returned in the same condition they were received, with all original accessories and cases.

Contact our Customer Service team with your order number. We'll provide a return authorization and prepaid shipping label for domestic returns. Return shipping for international orders is the buyer's responsibility.

If your item arrives damaged, contact us immediately with photos. Do not discard the packaging. We'll work with you to arrange a replacement or full refund.

Once we receive your return and verify the item's condition, refunds are processed within 3–5 business days. The refund is issued to your original payment method. Bank processing times may add 2–5 additional business days.

We sell both. Our main catalog features new instruments from over 161 brands. Through The Exchange, our peer-to-peer marketplace, you can also find pre-owned instruments with buyer protection and condition verification.

Yes. Our Concierge service helps you find specific instruments that aren't in our store — whether it's a particular model, a vintage piece, or something discontinued. Just tell us what you're looking for and we'll work to source it.

Yes — new instruments carry the manufacturer's warranty, which varies by brand. We also stand behind every sale with our own satisfaction guarantee. If something isn't right, contact us and we'll make it right.

Many instruments ship with professional setup included. String instruments are checked for bridge height, soundpost position, and string action. Wind instruments are play-tested. If you have specific setup preferences, include them in your order notes or contact us before purchasing.

The Exchange is our peer-to-peer marketplace where musicians can buy and sell instruments directly. Every listing includes condition verification, buyer protection, and secure payment processing through our platform.

Create a seller account, photograph your instrument, set your price, and submit your listing. Our team reviews every listing for accuracy. For detailed guidance, visit our Exchange Listing Guide and Seller Guide.

Yes. Every Exchange transaction includes Buyer Protection. If an item doesn't match its listing description, we'll arrange a return and full refund. Payments are held securely until the buyer confirms receipt.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. For institutional buyers, we accept purchase orders.

Yes — we offer Shop Pay Installments at checkout. Split your purchase into 2–4 interest-free payments on orders up to $999.99, or choose a 3-, 6-, or 12-month plan on larger purchases. Exact terms appear at checkout based on your total and qualification (a soft credit check is required, with no impact on your score).

Yes. If you find a lower price on an identical, in-stock item from an vendor-direct retailer, we'll match it. Visit our Price Match Guarantee page or contact our team with the competitor's listing.

Absolutely. Our store is protected by SSL encryption and PCI-compliant payment processing through Shopify. We never store your full credit card information on our servers.