Refund policy

At Terry Carter Music Store our mission is to provide you with the very best customer service and products at the best prices and ultimate satisfaction. We understand it can be hard to choose the instrument that is absolutely perfect for you. We understand it is even harder to do so online. Our expert staff with over 30 years experience will do what it takes to help you pick the instrument that is right for you. Sometimes, though, it’s just not the right fit. We will take care of you!

IMPORTANT: Refunds will be processed 3-10 business days after receiving the item back for our store. Please do not authorize a charge back with your bank/credit card company while your refund is being processed, this is costly and could delay your refund. Please contact us if you have any questions or concerns at support@terrycartermusicstore.com.

Return Policy

If you have an issue with your order, your first step is to reach out to our support team. We will find a solution that works for you and leaves you satisfied. We are here to help you. You can email us at support@terrycartermusicstore.com.

Worry Free Returns

Not happy with your purchase? Not a problem, we got you covered. You can return any new product you’re not satisfied with, for a refund of the purchase price, store credit, or exchange for another product within 30 days* of the shipping date.

If returning a product because it wasn’t the right for you and it is not damaged or defective the customer is responsible for shipping the products back to us. Once received the customer is also responsible for the full cost of the original shipping (if shipping was free), shipping insurance, and a 10% restocking fee. Restocking fees will be waived if the product is exchanged for an equal or higher priced product.

Any product with custom work which includes the installation of strap buttons (butt and/or neck), pickup install, tuner upgrade, finish work are sold “AS-IS” and NOT RETURNABLE.

We do hope nothing goes wrong with your order, but being human sometimes mistakes happen. We do our best to respond to these issues as quick as we can, so the faster you let us know the faster we can help you! 

When shipping an instrument or product back to Terry Carter Music Store, the customer is responsible for repacking the instrument or product. The instrument or product must be returned in the condition and packaging it arrived in including packaging materials and tags. 

For international orders the customer is responsible for shipping the items back to us. SEE BELOW for more on International Orders. 

How to Return Your Product:

To return your product, first please reach out to our support team. To help you ensure your products arrive back to us safely and get your refund, credit, or exchange processed as quickly as possible, please follow the steps below:

• Products must be returned in the condition they were received, including all accessories, documentation, and packaging materials.
• If your package was originally shipped double-boxed, please return the products double-boxed.
• The product should be packed in the original product box with the UPC codes intact.
• When repacking the product box, avoid using duct tape or other adhesives that can leave a residue.
• Please use a shipping method that is trackable, such as FedEx, UPS, DHL, USPS, etc.
• You are responsible for shipping all products back to us. We recommend that you pay for insurance with the shipping carrier when shipping back to cover any potential damage to the product during shipping. It is your responsibility to cover any damage when shipping a product back to us.

* IMPORTANT NOTE: PLEASE CONTACT US BEFORE SHIPPING ANY ITEMS TO support@terrycartermusicstore.com

Damaged Product?

If your product is damaged in shipping, please let us know within’ the first 24 HOURS of the item arriving so that can file an insurance claim and help arrange a replacement and return shipping. Photos of the damaged product and of the shipping box will be required. Refunds and replacement items will be sent once we receive the damaged product back to the store.

If your product is damaged during shipping, we will need to file a claim with our insurance company. Please keep the original box, packing material, and instrument, as photos will be needed to file a claim. We ask you to hold on to the damaged instrument or product until all claim materials are received. If the damaged instrument or product is shipped back to us before the claim is settled it will void the insurance claim. Don’t worry our team will guide you through this entire process.  

Photo Documentation Requirement For Insurance:
We request the following 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

* For "blemished" instrument or products, the blemish must be visible to the naked eye from at least 24 inches away or roughly an arm’s length in distance.

Instruments are handmade and wood comes from nature, neither one is perfect. We inspect and play each instrument before shipment, but every instrument, no matter the price will have variations in the wood grain and if inspected close enough will have some small imperfections.

Mainly Instruments, especially ones under $500 may have some visible imperfections in the finish and wood. These imperfections are normal and does not mean the instrument is "B" stock, blemished, flawed, eligible for a discount, or free return. We want you to love your instrument and we hope you can enjoy playing it and sharing your music on your new instrument. Please email any concerns to support@terrycartermusicstore.com.

* Restocking fee is based on the full, non-discounted price of the order. Custom work such as setups are not refundable. 

We work hard to ensure nothing goes wrong with your order, but being human sometimes mistakes happen. We do our best to respond to these issues as quickly as we can, so the faster you let us know the faster we can help you which is why we are available for you via email: support@terrycartermusicstore.com

* 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

* Discounted, Used, Pre-Owned, B-Stock Instruments, etc. are sold "AS-IS" and not returnable. Discounted items are not eligible for our free shipping offer. Shipping fees will apply to all discounted products at checkout.

* GIFT CARDS: All Gift Cards Sales are final! We don't do any returns or refunds on Gift Cards.  

* International Orders - Customers are responsible for all Custom Duties and Fees for your country. Some duties and taxes may be calculated at checkout and some duties and taxes will be calculated from the shipping carrier upon delivery to you. You are responsible for any other fee your country may charge before they deliver your package to you. Duties and Fees are not eligible for refund on any kind of international returns. The carriers (UPS, Fedex, DHL, Post) may charge an additional fee upon delivery, these fees are responsible by the customer. We do not refund or credit any fees associated with duties, taxes, or additional carrier fees. Once an international order reaches the destination country's customs, it becomes non-returnable. If the package is declined at customs, any fees charged will be deducted from the refund total.

* Policy for Cancellations Before Shipping:
If you decide to cancel your purchase and your order has already been pulled from the shelves and packed there will be a 10% restocking fee taken out of the refund. In addition, if your instrument has already had custom work done on it (strap buttons, pickup install, tuner upgrade etc.) the order will not be cancelled, and you will not receive a refund or store credit.

*For Custom Work / Orders: Once an order has been placed for a custom product, it cannot be canceled. We take great care in crafting custom items to your specifications, and therefore, we do not accept cancelations for these orders. Please review your custom order carefully before submitting it.

There are no returns or refunds on any instrument with custom work which includes a neck strap button, pickup install, tuner upgrade, string change, new nut, new saddle, or other similar work.

* Cancellation Policy for Deposits and Pre-Orders: There is no refund for any deposit or pre-order on instruments or gear. 

* IMPORTANT NOTE: If you refuse the package when the carrier (UPS, Fedex, DHL, USPS, etc.) attempts to deliver and the package is returned to Terry Carter Music Store, you will be responsible for any taxes, duties and return fees that the carrier charges us as well as a 30% restocking fee. The fees and restocking fee will be taken out of the refund amount.

You can reach out to us at support@terrycartermusicstore.com