Return/Exchange Policy for items purchased on our website:
Items purchased online may be returned or exchanged within 14 days of receipt. Items must be unopened, and in new and unused condition or they will NOT be accepted. After 14 days (starting with the day you receive your order), refunding/exchanging is not possible.
Please send the items you’d like to return by an insured and traceable shipping method. Items must be securely packaged in the same way they were received to prevent damage. Please include your order number and contact information with your return.
Items must be returned to the following address:
10 Welwyn Road
Great Neck, NY 11022
Returns will be processed within 5-10 business days during non-holiday periods. You will be refunded the original amount of the item minus any shipping fees. There is a restocking fee of $5 per order for returns and exchanges.
Please note that because we make custom made orders, we are not obliged by law to offer a refund, but because customer satisfaction is our #1 priority…we offer 14 days.
*International Orders do not apply. Please email us at [email protected] for further instruction
Return/Exchange Policy for items purchased at an event:
At this time we are unable to offer returns for items purchased at an event. All event purchases are final sale since they are already discounted over 25%. If you need to make a size exchange it must be done within 14 days of the event and there is a $5 Restocking Fee. Please contact [email protected] with any further questions.
We understand it can be a little tricky getting the size right the first time. However, we would love to get it right. Send an email to [email protected] and we will guide you through the steps you will need to take. Keep in mind there is a $5 Re-Size fee per order. For Strung Live orders there is a $25 Re-size fee per order (if that artists strings are still available) because each item is one a kind and made to order.
We package items in the most safe and secure way to prevent damage during shipping. In the unlikely event that your item has damage when you first receive it, you must contact us immediately. All damaged items not claimed within five business days will not be exchanged or replaced. You must save all packing materials and email a picture of the damaged items upon receipt to [email protected] in order to be considered for an exchange.