Satisfaction Guarantee Return Policy
We want you to be completely satisfied with your purchase from The Music Zoo!We pride ourselves on providing customer service that is among the best in the industry and we will work hard to make sure you are happy. If you need to return your purchase for any reason, please contact one of our sales associates to let us know before shipping your order back.
Return AddressThe Music Zoo is moving to a brand new location which opens May 28, 2019.
If your return is going to arrive back to us by May 23, 2019, please return it to:
55 Lumber Rd, Roslyn, NY 11576
If your return is going to arrive back to us after May 23, 2019, please return it to our new address:
123 Smith Street, Farmingdale, NY 11735
Return transit time is equal to the number of days it took to receive your order. Please call or email us for assistance if you have any questions!
New ItemsGet 14 Day Approval on all new items! No reason needed to make a return, just let us know within two weeks that you'd like to send your item(s) back. Items such as earbuds, mouthpieces, harmonicas, software, CDs and DVDs, drumsticks, drumheads, clothing/footwear, polish/cleaners, polishing cloths, and books must be un-opened and un-used to be eligible for return. All items must arrive back to The Music Zoo in like new condition.
Used ItemsWe maintain a great selection of used and vintage guitars. We do our best to describe each instrument in full and provide high resolution images of all items to help in the buying process. To that end, used items carry a 72 Hour Approval period only. You'll have a few days with your recently purchased used instrument to ensure it's the one for you. No reason needed to make a return if you choose to do so, just let us know within the approval window.
TradesIf you trade in a guitar, you will have 72 hours to approve the item you receive in trade, regardless of its condition. This will ensure that we hold on to your traded-in guitar for enough time to guarantee that you're satisfied with your new or used item. Unfortunately we cannot hold trades for the full 14 Days if purchasing a new item with your trade-in.
Damaged and Defective ItemsWe visually inspect every item before it is packed for shipment. If you believe you have received a damaged or defective product, please contact us immediately so we can assist you, we'd be happy to do so. Guitars, basses, and other equipment returned to us with pick marks, "buckle-rash", or any other damage or evidence of use may be subject to a restocking fee of up to 25%. All items must be returned to us in the same condition they were when shipped to qualify. Items that have been modified by your guitar or amp technician will not qualify for return. We reserve the right to refuse any return if we determine the item has been misused, modified or damaged by the purchaser.
Custom Order ItemsItems that were custom ordered cannot be returned, they are considered final sale. Please be sure to verify all specs of your custom instrument prior to order. A deposit is required for all custom order items, this deposit is non-refundable. Once a custom order is placed, it cannot be changed or cancelled in any way, no exceptions. We will work with you to ensure your approved specifcations are met by the manufacturer, but unfortuantely we cannot offer a return or approval period on custom made products.
Shipping ChargesYou will be responsible for the shipping charge for the return of your item, and if your item qualified for Free US Shipping on its way to you, this shipping charge will also be deducted from your refund. If your item is determined to be defective, we will of course pay the shipping charge, equivalent to ground service. For international shipments, we cannot recover import duties or taxes charged by your country, and to that end we are unable to refund those fees.
Questions?Give us a call toll free: 1-844-MUSIC-ZOO (1-844-687-4296)