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Our Newsletter


Shipping & Returns

Returns Policy

All our instruments come with a 7-day trial period. You may return all items you purchased within 7 days of delivery for a full refund minus the shipping cost. The items must be in the same condition in which they were when received. The trial period begins on the day of delivery. 
If you purchased an instrument from our physical store, the trial period will start on the day of the purchase. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping

All orders will be processed immediately and shipped out to you within 24 or 48 hours, as specified on the page of product you selected. Orders received on Friday or over the weekend will be mailed out on Monday. 

All instruments that have the letter "V" at the end of the code, such as "B1234V", will be shipped from our office in Vancouver. The rest of the instruments will be shipped from one of our warehouses. All customer service related issues, as well as returns and exchanges will be handled by our office in Vancouver, BC. 

We offer two shipping options for the instruments shipped from the warehouse:
1. Priority Mail: 7-10 business days estimated delivery time - $55 
2. Express Mail: 3-5 business days estimated delivery time - $75 

For the instruments shipped from Vancouver, the shipping cost will be calculated at check-out, based on the shipping address.

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