ShippingPolicy
Last Updated: December 2024
Operated by Brass Club LLC (United States)
The Musicians Club is a U.S.-based marketplace. We partner with approved makers, publishers, dealers, and distributors ("Vendors") worldwide. In most cases, we do not hold inventory—items are fulfilled and shipped directly from the Vendor to you.
Marketplace Shipping Model (Important)
- Vendor-Fulfilled: Most orders ship directly from a Vendor location.
- No Inventory: We generally do not stock or warehouse items.
- Variable Timelines: Shipping timelines depend on vendor handling, production (if made-to-order), carrier transit, and customs (if international).
- Estimates Only: Any timelines shown on the Site or shared by support are estimates, not guarantees.
How Orders Are Processed (Step-by-Step)
Processing Time vs. Transit Time (Know the Difference)
Shipping time has two parts:
A) Vendor Processing / Handling Time
Time required for the Vendor to pick/pack, schedule pickup, and dispatch—or manufacture/assemble a made-to-order item.
B) Carrier Transit Time
Time required for the carrier to move the package to you after dispatch.
Total Delivery Time = Processing Time + Transit Time
Made-to-Order / Custom / Special Orders
Certain products are handcrafted, made-to-order, special order, or backordered.
- Lead times vary by maker, materials, and production schedule.
- Lead times may change without notice due to supply constraints, vendor workload, quality control, or manufacturing delays.
- If you have a strict deadline (tour, audition, performance, gift), contact us before ordering to confirm the best available estimate.
Made-to-order items are often final sale and may be non-cancelable once production begins, subject to our Refund Policy.
Shipping Destinations & Restrictions
We ship worldwide wherever permitted. However, we may be unable to ship certain items due to:
- Vendor restrictions
- Carrier limitations (size/value/restrictions)
- Export/import laws or licensing requirements
- Sanctions, embargoes, or compliance rules
If an item cannot be shipped to your location, we will contact you with options (alternative shipping method, alternate vendor, or cancellation if applicable).
Carriers, Service Levels, and Expedited Shipping
Carriers vary by Vendor, destination, size/value, and service level. Common carriers include USPS, FedEx, UPS, DHL, and local postal services.
Expedited shipping may be offered at checkout for eligible items and destinations. Expedited shipping typically reduces carrier transit time but does not always reduce made-to-order production time or vendor handling time.
Split Shipments (Multiple Packages)
Some orders may ship in multiple boxes or from multiple Vendor locations. If so:
- You may receive multiple tracking numbers
- Deliveries may arrive on different dates
Address Rules, Reroutes, PO Boxes, and Failed Deliveries
Address Accuracy
You are responsible for entering a complete and accurate shipping address, including apartment/unit numbers and local delivery details.
Address Changes
Address changes are only possible before an order enters Vendor processing. Once processing or shipping begins:
- Changes may be impossible
- Reroute fees may apply
- Delivery delays may occur
PO Boxes and Special Addresses
Some carriers cannot deliver certain products to PO boxes. If a PO box prevents delivery, the order may be delayed or returned.
Refused / Undeliverable / Unclaimed Packages
If a package is refused, returned as undeliverable, or unclaimed:
- Return shipping and carrier fees may be deducted from any refund (if eligible)
- Restocking/handling fees may apply depending on Vendor terms and item type
Customs, Duties, Tariffs, VAT/GST (International Orders)
International shipments may be subject to:
- Customs duties/tariffs
- VAT/GST or other local taxes
- Carrier brokerage/clearance/disbursement fees
Unless checkout clearly states duties/taxes are included:
Non-U.S. customers are responsible for all import fees.
These charges are set by governments and carriers, not by The Musicians Club or Vendors. We cannot mark packages as "gift" or under-declare value.
For more details, see our Customs, Duties, Tariffs & Taxes page.
Tracking, Delivery Scans, and Lost Packages
Tracking Updates
Tracking can lag. A label may be created before the carrier scans the package. Allow up to 48 hours for the first carrier scan.
Delivered but Not Received
If tracking shows "delivered" but you cannot locate the package:
- Check around your delivery location (mailroom/front desk/neighbors).
- Contact the carrier with tracking.
- Contact us for support.
Resolution depends on carrier investigation results and the shipping method used (including insurance/signature confirmation).
Carrier Delays
Carrier delays may occur due to weather, volume surges, operational disruptions, or customs inspection. These delays are outside our control.
Damage, Incorrect Items, Missing Parts (Strict Claim Window)
You must contact us within 72 hours of delivery if your order arrives damaged, defective, incorrect, or incomplete.
Include the following in your claim:
- Order number
- Photos of the item
- Photos of internal packaging
- Photos of the outer box
- Photo of the shipping label
Email: orders@thebrassclub.com
Keep all packaging until the claim is resolved.
Late claims may reduce or eliminate available remedies due to carrier/vendor claim limits.
High-Value Shipments, Insurance, and Signatures
For high-value orders, Vendors and/or carriers may require:
- Signature confirmation
- Additional insurance
- Identity verification
These measures protect customers and reduce fraud and loss.
Force Majeure (Events Outside Control)
We are not responsible for shipping delays or failures caused by circumstances beyond our reasonable control, including:
- Carrier disruptions
- Customs holds
- Strikes
- Supply chain constraints
- Acts of God
- War, terrorism, governmental actions
- Platform outages
Sheridan, WY 82801