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. No reason needed to make a return!
If you have already spoken with a member of our team, or requested a return through Reverb, eBay or Amazon, you're ready to send your item back to us. Please ensure your item is professionally packed and includes all original items it was shipped with, such as the trem arm, case, cable, parts, paperwork, etc. Please include your original receipt or a note with your contact details and order number to expedite the process. Our return shipping address is:
The Music Zoo, 123 Smith Street, Farmingdale, NY 11735
Get 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 picks, strings, clothing, polish/cleaners, polishing cloths, and books must be unopened and unused to be eligible for return. Pickups and parts must be unopened and never installed to be eligible for return. Any items that are clearly used or no longer sealed in factory packaging may not qualify for return, or may be subject to a restocking fee at our discretion. All items must arrive back to The Music Zoo in like new condition.
We 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.
If 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 Items
We 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 Items
Items 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 specifications are met by the manufacturer, but unfortunately we cannot offer a return or approval period on custom made products.
You will be responsible for the shipping charge for the return of your item. If your item qualified for Free US Shipping on the way to you, this shipping charge will also be deducted from your refund. If your item is determined to be defective or damaged in shipping, we will of course pay to have the item returned to us, equivalent to ground service. No need to ship a damaged or defective item overnight, please just contact us for the appropriate steps and we will help you. 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. All international shipping charges are the sole responsibility of the customer and cannot be reimbursed except in the case of shipping damage.
Free Shipping Policy for Returns
A few key things to note about how our Free Shipping offer works:
- Only orders placed online through our website qualify for Free Shipping. Free Shipping is not included on email or phone orders.
- Free Shipping offer applies to select New Items only. Actual shipping charges apply to Used and Vintage Items. Actual shipping charges apply to new condition oversize and overweight items.
- If you return your order, then the cost of shipping will be deducted from any refund or credit for all orders, including those that qualified for Free Shipping.
- If you return only part of your order, then just the line item shipping cost will be deducted from your refund for each item returned.
- You are liable for return shipping fees and insurance if you choose to return any items from your order.
- Our Free Shipping offer is available in the US only. International addresses do not qualify.
- Free Shipping may not be combined with other discounts or offers.
Give us a call: (516) 626-9292
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