Frequently Asked Questions

  1. How can I place an order on Terry Carter Music Store?

You can place an order by visiting our website Terry Carter Music Store and adding the desired products to your cart. Proceed to checkout, enter your shipping and payment information, and complete the order.

  1. What payment methods do you accept?

We accept major credit cards, including Visa, MasterCard, American Express, and Discover. We also offer Shop Pay and our own Terry Carter Music Store Credit Card. We accept Paypal 

  1. How long will it take to get my order?

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

  1. Does a case come with my instrument order? 

Please check the Product Page Photos: If the product page for the instrument you're interested in includes photos, take a close look at those photos. If the case is included, it should be visible in one of the product images. Cases are often shown alongside the instrument to showcase what's included.

If there are no photos of the case on the product page, there might be an "Add-On" section on the same page. This section will offer you the option to add a case to your order for an additional cost. 

  1. How can I track my order?

Once your order is shipped, you'll receive a tracking number via email. You can use this number to track the progress of your shipment on our website.

  1. How do I login to my account? 

To log in to your account at Terry Carter Music Store, please follow these steps:

  • Visit the Terry Carter Music Store website: https://terrycartermusicstore.com/
  • Look for the "Account" or "Sign In" option on the website. This is usually located in the upper right-hand corner of the webpage.
  • Click on the "Account" or "Sign In" option. This will take you to the login page.
  • On the login page, enter the email address and password that you used to create your account.
  • Click the "Login" or "Sign In" button.
  • If you have forgotten your password, there should be an option to reset it on the login page. Follow the prompts to reset your password and gain access to your account.
  • If you encounter any issues during the login process, you can also reach out to their customer support for assistance.
  • Once logged in, you'll have access to your account information, order history, and other relevant details.
  1. Do you offer international shipping?

Yes, we do offer international shipping. Customers are responsible for all customs duties and fees applicable in their respective countries. Some of these charges might be calculated during the checkout process, while others will be determined by the shipping carrier upon delivery. Additionally, any other fees imposed by your country are your responsibility before the package can be delivered.* Please note that duties and fees are non-refundable for international returns.* Shipping carriers might apply an extra "handling fee" during the delivery process, which is beyond our control and may be incurred by customers.

  1. Do you offer a warranty on your products?

Yes, many of our products come with a manufacturer's warranty. Warranty details can be found on the product page or in the product's documentation.

* Warranty Claims:

 Any warranty claim with your purchase  (broken bridge, cracks in the wood, broken EQ/tuners, broken tuning pegs, manufacturing defects, etc.) will be the responsibility of the manufacturer. 

We'll be more than happy to facilitate the claims process between you and the manufacturer. For assistance please contact us at support@terrycartermusicstore.com or (858)-256-0570.

  1. Can I get updates on new products and promotions?

Absolutely! You can subscribe to our newsletter to receive updates on new arrivals, special promotions, and exclusive offers. Simply enter your email address on our website to sign up.

  1. What is the process for canceling or modifying an order?

If you need to cancel or modify an order, please contact our customer support as soon as possible. We'll do our best to accommodate your request, depending on the status of your order.

support@terrycartermusicstore.com or call 1-858-256-0570

  1. Are discounts available for bulk orders or educational institutions?

We offer bulk order discounts and special rates for educational institutions. Please reach out to our customer support team support@terrycartermusicstore.com for more information and personalized assistance.

  1. What's the difference between Low G and High G strings on a ukulele?

You can check this video for more information: High G VS Lower G

Low G vs High G 

  1. How do I change strings on my ukulele?

You can check these videos for more information: 

Re string Bridge pin Uke strings  or How to change the strings on your ukulele

  1. Can I return or exchange an instrument online if I'm not satisfied?

Certainly, you can initiate a return or exchange if you're not satisfied with a product. Our refund policy provides detailed information on the process. You can find all the details at this link: Refund Policy.

  1. How can I contact customer support?

You can reach our customer support team by phone 858-256-0570 or by emailing us at support@terrycartermusicstore.com or using the "Contact Us" form on our website. We aim to respond to inquiries within 24 hours.

  1. About Gift Cards 

All Gift Cards Sales are final! No returns or refunds on Gift Cards. All Gift cards from ULTP website are not exchangeable with Terry Carter Music Store

   17. Rewards Program: how do I login?  

To log in to your account on the website, please follow these steps:

  • Visit the website where the Rewards Program is hosted.www.terrycartermusicstore.com
  • Look for the "Login" or "Sign In" option. This is located in the Bottom right-hand corner of the webpage.
  • Click on the "Login" or "Sign In" option. This will take you to the login page.
  • On the login page, enter your registered email address and password associated with your Rewards Program account.
  • Click the "Login" or "Sign In" button.
  • If you've forgotten your password, there is an option to reset it on the login page. Follow the prompts to reset your password and gain access to your account.
  • Once logged in, you'll be able to access your account information, points balance, and manage your rewards.

    18. About insurance claims: make sure to have the following

Photo Documentation Requirements
Although a physical inspection at a UPS-approved facility (location) is typically required for damage package claims, photo documentation can also be submitted, as it helps to provide a timely resolution of your damaged package claim. When submitting photo documentation for damaged package claims, we request the following seven digital pictures:
1. A photo of the damaged item (as many photos as possible)
2. A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box)
3. A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
4. A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z)
5. A close-up photo of the box manufacturer’s certificate (BMC), if available
* The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box.
* The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
6. Two photos displaying all six sides of the package (One photo should display the top and two sides. The second photo should display the bottom and the opposite sides.)
7. Dimensions of the box, including the package height, length, and width