The Music Zoo is entirely committed to selling our customers only products held to the utmost standard. We want our customers to be completely satisfied with their Music Zoo experience before, during and after their purchase. That is why we back our products with our Music Zoo 3 Year Assurance Guarantee. This Guarantee is in addition to any warranty your product might already have from the manufacturer.
So, how does it work?
If you purchase an item from The Music Zoo and through the course of normal use an issue presents itself, you’re covered. Most items come with a warranty direct from the manufacturer, and if your product does, you’ll need to file the warranty as soon as you purchase your item to take advantage of The Music Zoo Assurance Guarantee.
What exactly is covered?
New instruments, amplifiers, effects pedals and pickups are under the umbrella, along with other electronic and mechanical items. An issue is defined under our Assurance as a manufacturing defect, or the failure of the product to function properly under normal use. Of course, certain parts wear out under normal use over time such as guitar strings, potentiometers, amplifier tubes and input jacks, and those components unfortunately cannot be covered. If you have an issue with one of these components "out of the box" or shortly after initial purchase, contact us. Used items are not covered under The Music Zoo Assurance, nor are accessories, clothing, collectibles, straps or any other product such as polish, strings, tape, batteries or maintenance items that perish or exhaust themselves over time. Additionally, we cannot cover humidity cracks in acoustic instruments. We recommend that you properly humidify, store and maintain all instruments to prevent non-warranty damage from occurring.
Having an issue?
No problem, just contact our sales staff and let us know what is happening. Not sure if your problem is covered? No problem, we’re going to try our best to help. If it’s covered under The Music Zoo Assurance, or if we need to see it in person to assess the problem, the item will need to be brought in or shipped directly to our shop. Freight costs to and from The Music Zoo are not covered by our Assurance unfortunately, and will need to be covered by the customer. If you choose to file a warranty claim with the manufacturer of your product directly, that will not affect our Assurance Guarantee. Conversely, any work done under the Assurance umbrella will not void or affect your manufacturer’s warranty. So, either way, you’re covered!
And finally, a few things to keep in mind:
The Music Zoo reserves the right to solely decide which items are covered by our Assurance Guarantee, as well as which issues qualify for coverage and repair. Blatant damage or products that have been tampered with clearly cannot be covered. Problems like broken headstocks, dents, play wear, or lost parts cannot be covered. Please be sure to properly pack and insure your item when shipping to The Music Zoo for coverage. We reserve the right to make changes to our Assurance Guarantee policy at any time without notice. Only qualified items sold by The Music Zoo on or after October 18, 2014 are eligible. We reserve the right to refund the original purchase price or replace the item entirely within the original return grace period. The Music Zoo Assurance Guarantee is non-transferable and is only available to the original owner for a period of 3 years from the original purchase date.
If you have questions about this policy or believe you have an Assurance claim, please contact us and allow us to help! We’re available during our normal business hours by calling 844-MUSIC-ZOO toll free or reaching us via email.