Buying With Confidence
We know buying an instrument online means trusting a photo and a description. Here's how we handle the things that matter most.
Do you charge extra to see photos of an instrument before I buy?
No. Every listing includes full photos as part of the standard listing — there's no paid add-on to see additional images of an instrument you're considering. If you want a photo we haven't posted (a specific angle, a close-up of a mark, etc.), email or call us and we'll send it at no charge.
Do I have to pay for help deciding between instruments?
No. If you want input from our team on which model fits you — before you buy — that's a normal part of customer service, not a paid consultation. Call or email us and we'll help you compare options.
What if my instrument arrives damaged?
Contact us within 24 hours of delivery with photos of the damage and the packaging. We'll make it right — repair, replacement, or refund, your choice — and we cover it. You should never be told to pay a third party (like a luthier) out of pocket to fix damage that happened in transit or in our warehouse.
What's your return policy?
Most new products can be returned within 30 days of shipping. Choose a refund to your original payment method, an exchange, or 110% store credit — no restocking fee either way. You cover return shipping unless the item arrived damaged or defective, in which case we do. Full details: Refund Policy.
What does “open box” mean on your site?
It means we have that item in stock in our own warehouse — it's paid for and ready to ship. It does not mean used, blemished, or returned. It's an inventory designation, not a condition grade.
What does “drop shipping” mean on your site?
It means we don't hold that item in our own inventory — we order it from the manufacturer when you buy it, and it ships from them (or through us) to you. We only pay our vendor once your order is placed. Shipping times on drop-ship items can run longer than in-stock items; expected timelines are noted on the product page.
If I pay for a setup or accessory install, is that refundable if I return the instrument?
Setup and installation labor is non-refundable once performed, the same as any service already delivered — but this only applies if the instrument itself is in good condition. If the instrument is damaged or defective, that's covered under our damage policy above, in full, including the labor.
Who do I talk to if something goes wrong?
Email support@terrycartermusicstore.com or call 858-308-5529. We read every message ourselves — this isn't a ticket queue that disappears.