Shipping and Returns
When you place an order, it will be shipped to an address that you provide and designate, as long as that shipping address is within our shipping destinations below. Please make sure that the address you provide us with is accurate. In case the order fails to be delivered due to an incomplete or wrong address, we won’t be able to refund any shipping costs.
We will ship your order in 3-5 business days** via United States Postal Service Priority Mail with a tracking number that will be emailed to you when your order is sent. The arrival of your order may vary according to the destination, time of purchase and other delays that can’t be foreseen.
**If the ordered products are in stock. In Holidays Seasons shipping periods may vary.
SHIPPING OPTIONS AND COSTS
|DESTINATION||HANDLING AND SHIPPING FEES|
Free (for all Orders over 50$)
13$ (for all Orders under 50$)
|Worldwide* (Selected Countries listed below)||
**(Custom Taxes not Included)
Within the United States we offer free handling and delivery to all orders above 50$. Our flat rate for Canada is 38$ and for the rest of the world* is $67, excluding any additional Customs Fees imposed by your country. If you can't pay the additional fees or are unable to pick up your order, the package will be sent back to us and we will issue a partial refund that will not include the handling and shipping costs.
If you live near the US border, we can ship to a US post office box for free, or If you know of someone traveling back from the USA we can ship anywhere inside the USA for free and you can avoid International charges.
NORTH AND SOUTH AMERICA
United States | Canada | Chile | Colombia | Mexico | Peru | Puerto Rico | Uruguay
Egypt | Morocco | South Africa | Tunisia
Mainland China | Hong Kong | India | Indonesia | Japan | Kazakhstan | Macao | Malaysia | Philippines | Singapore | South Korea | Taiwan Region | Thailand | Vietnam
Austria | Belarus | Belgium | Bosnia & Herzegovina | Bulgaria | Croatia | Cyprus | Denmark | Estonia | Finland | France | Georgia | Germany | Greece | Hungary | Iceland | Ireland | Italy | Latvia | Lithuania | Luxembourg | Netherlands | Norway | Poland | Portugal | Romania | Serbia | Slovakia | Slovenia | Spain | Sweden | Switzerland | Turkey | Ukraine | United Kingdom
Bahrain | Israel | Jordan | Kuwait | Lebanon | Oman | Qatar | Saudi Arabia | United Arab Emirates
Australia | New Zealand
*If your country is not listed, please contact us via our Contact Form here for a quote.
When you place an order, please keep in mind that if your country imposes limitations on the sale and delivery of goods containing any of the materials from which our products are made, our Company can’t be held accountable for any claims, damages, penalties or losses resulted by your order. If you are in doubt regarding the composition of one of our products, please contact us via our Contact Form here and we will gladly reply.
We can not issue any refunds, even partial, if the product will not be returned to us.
Your instruments are guaranteed for one year. In case of any manufacturing faults, you will be issued a replacement or partial refund according to our Return Policy below. Any product in question sent back to us will be appraised and you will receive an email with our assessment and the possible outcomes. If the product was misused by you, we will return it to you and you will have to support the shipping costs.
If you take care of your product, it should last for decades. For Product Care information, please visit our FAQ’s Section here.
We do offer repairing damaged flutes services. For appraisal and repair costs, please contact us via our Contact form here.
A product purchased on our Site can be returned within a 30 days period since arriving at the destination provided that the returned item is perfectly intact and in the same condition as you received it and accompanied by the receipt.
A returned product must not be used, damaged or changed in any way, with no traces of being cleaned or any other agent used on it. Please make sure that when you send a product back, it is in its original package, contains all the materials and accessories it came with and the receipt, or we will not be able to accept the Return.
It is your responsibility to send and track the package until it reaches us, ensuring that the product arrives back to us without any damage. Except for packages sent to you by us with a wrong order, any costs resulted in sending the package back will have to be covered by you.
We reserve the right to accept or decline the acceptance of a return and issue a total or partial refund of the product’s cost depending on the condition in which the product arrives back to us.
We will not issue any refunds on shipping and handling fees, return fees or any custom fees.
When we receive a return, we will carry out the necessary quality check on the returned items in a maximum period of 5 working days. After the appraisal, you will receive an email with our assessment and the possible outcomes. We reserve the right to refuse a return when the product we received back cannot be resold due to mishandling while in your possession.
If you received an item that you did not order or it arrived to you damaged, please notify us in writing, no later than 48h following the date of delivery attaching also images that support your claim. In order to issue a refund we will need you to provide us with the product in question along with its original packaging and the receipt, so we can do an appraisal.
To initiate a return process, or for any other details, please contact us via our Contact Form here.
After the appraisal of your returned item we will inform you, via email of the refund that we can issue you, be it a total or partial one and the period in which the amount will be credited using the payment method selected by you on ordering.
All returned merchandise will be charged a 10% restocking fee which will be deducted from your total refund.
If you send back a bamboo sax, we will deduct $3 per reed sent. The restocking fee includes disinfecting the instrument, credit card fees already charged to us, state tax collected and sent if applicable, filing paperwork and restocking the instrument.
Please take in consideration when starting a return process that your refund will not include the shipping costs, return costs or any additional customs costs that you had to cover.
We do not offer refunds on instruments that were the subject of fund raising for our charity as that funding has been sent. We also cannot refund or exchange any "Special Ordered" instrument when you ask us to carve a name on it.