✦ Help Center
MarketplaceFAQs
The Musicians Club operates as a curated global marketplace for musicians, operated by Brass Club LLC. We partner with approved makers, publishers, distributors, and dealers. We do not hold inventory—products are fulfilled and shipped directly by vendors. Many items are premium, handmade, or made-to-order, which can affect lead times. Prices and shipping costs are provided by the vendor and/or carrier.
What is The Musicians Club Marketplace?
The Musicians Club is a curated global marketplace for musicians, operated by Brass Club LLC. We bring together approved makers, publishers, distributors, and dealers to offer instruments, accessories, and sheet music in one professional, trusted place.
Do you hold inventory?
No. We do not hold inventory. Products are fulfilled and shipped directly by the vendor (maker/dealer/publisher) to the customer.
How does the Marketplace work?
Vendors list products on our platform. We manage the customer experience (checkout, payment processing, support, and issue resolution) while the vendor fulfills the order (handling, shipping, and—when applicable—production).
Are products made-to-order or in-stock?
Both. Many items ship quickly, while others are made-to-order, handcrafted, special-order, or backordered and may require additional lead time.
How long does shipping take?
Delivery time depends on vendor handling time, whether the item is in-stock vs. made-to-order/backordered, carrier speed, and destination. If you want an exact timeline (especially for premium or custom items), contact us and we will confirm with the vendor.
Do you ship worldwide?
Yes, we ship worldwide wherever permitted. Some shipments may be limited by vendor restrictions, carrier limitations, or legal/import regulations.
Who sets the product prices?
Product prices are set by the maker or authorized vendor. We use official pricing provided by the vendor and generally do not independently re-price items.
Who sets shipping prices?
Shipping rates are determined by the vendor and/or the carrier based on destination, size, weight, insurance requirements, and service level. We do not manually set shipping costs.
Customs, duties, and international taxes—what should I expect?
International orders may be subject to import duties, customs fees, or local taxes. These charges are determined by your country and are typically the customer's responsibility unless explicitly stated otherwise.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with tracking. Tracking may take 24–48 hours to update after a label is created.
Can I change or cancel my order?
Possibly—but only if the order has not entered processing or shipped. Many vendor orders begin processing quickly, and made-to-order/custom items may not be cancelable once production begins. Contact us immediately if you need changes.
Does order confirmation mean my order has shipped?
No. An order confirmation confirms we received your order. Shipping confirmation is sent only when the vendor has processed the order and a tracking number is issued.
Will my order arrive in multiple shipments?
Possibly. Some orders may ship in multiple packages or from different vendor locations. If this occurs, you may receive multiple tracking numbers.
Can I change my shipping address after ordering?
Address changes are only possible before the order enters processing. Once processing or shipping begins, changes may not be possible.
Are lead times guaranteed for made-to-order or special items?
Lead times are estimates and can change due to production schedules, vendor workload, or supply constraints. We can confirm current estimates with the vendor upon request.
Do you offer expedited shipping?
If expedited shipping is available for your product and destination, it will appear at checkout. Availability varies depending on vendor location, carrier options, and item size/weight.
What payment methods do you accept?
We accept major credit/debit cards and may offer additional options such as PayPal depending on checkout availability.
Is it safe to buy from The Musicians Club?
Yes. Checkout uses secure payment processing and modern encryption standards. We take customer trust seriously and work only with vendors we believe meet professional standards.
What is your return policy?
Returns vary by product category and vendor terms. Please review our Return Policy for eligibility, timelines, and condition requirements. Some items may be non-returnable, including custom or made-to-order items and certain other restricted categories.
Who pays for return shipping?
If an item arrives damaged, defective, or incorrect due to an error or manufacturing issue, we will work with you to resolve it. In eligible cases, return shipping may be covered. Preference-based returns may require the customer to pay return shipping, subject to our Return Policy.
What should I do if my item arrives damaged or incorrect?
Contact us immediately and include your order number, photos of the item, and photos of the packaging and shipping label. We will coordinate the fastest resolution available (replacement, repair, or refund depending on item/vendor terms and availability).
How quickly must I report shipping damage or missing items?
Please report damage, missing items, or delivery issues within 72 hours of delivery and include photos of the item and packaging so we can assist quickly.
What happens if a package is refused or undeliverable?
If a shipment is refused or returned as undeliverable, return shipping and any restocking fees may be deducted from the refund, subject to vendor terms and our Return Policy.
How do I know if an item is out of stock?
We aim to keep availability accurate. If an item is unavailable, it may show as out of stock or unavailable. Some products may still be obtainable via special order—contact us and we will confirm availability with the vendor.
Used Gear (P2P) — does it work the same way?
Used Gear (P2P) listings may be offered by independent sellers and can follow different rules than items sold through our vendor network. Always read the listing details carefully. If you believe a listing is inaccurate or need help resolving an issue, contact support.
How do I contact support?
For fastest service, include your order number and a short description of the issue. You can contact us via email or phone using the support details listed below.
Contact Support
General Support
Brass Department
Order Issues
Phone
Hours
Mon–Fri, 9:00 AM–5:00 PM ET
Address
1309 Coffeen Ave STE 1200
Sheridan, WY 82801
Sheridan, WY 82801
We aim to respond within 24 business hours. For urgent matters, please call us directly.