Frequently Asked Questions

⚠ Fraud Alert: Our only official site is terrycartermusicstore.com. We've identified copycat sites impersonating our store and brand, copying our photos, product descriptions, and name — often with "too good to be true" prices. These sites don't ship real products; their goal is to steal your credit card and personal information. If you're unsure whether a site, email, or ad is really us, contact us before you buy. Learn more.

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.

2. What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Shop Pay, and our own Terry Carter Music Store Credit Card.

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

Domestic orders typically process within 1-3 business days before shipping, then arrive within 3-7 business days after that — so plan on roughly 4-10 business days total for most U.S. orders. International orders typically take 7-21 business days after shipping. Delivery details will be provided in your confirmation email. Full details: Shipping Policy.

4. Does a case come with my instrument order?

It depends on the brand — some instruments ship with a hardshell case or gig bag included, others don't, and it varies model to model. Check the product page: if a case is included, it'll be shown in the photos or called out in the description. If it's not mentioned, there's often an add-on option to purchase one separately on the same page.

5. 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.

6. What's the Difference Between a Basic Setup and an Advanced Setup?

When you purchase an instrument from Terry Carter Music Store, you have the option to choose between getting a Basic Setup or an Advanced Setup. Both options ensure your instrument arrives ready to play — but the level of customization and attention to detail is what sets them apart.

Basic Setup
Our Basic Setup is perfect for most players and includes:

  • String height adjustment at the nut and saddle for easier playability

This ensures your instrument feels comfortable in your hands and is ready to play right out of the box.

Advanced Setup
For those looking for peak performance and precision, the Advanced Setup includes everything from the Basic Setup, plus:

  • Intonation adjustment for accurate tuning up and down the neck
  • Fret and fretboard polish for a smooth playing feel
  • Fretboard and bridge conditioning with oil to preserve and protect the wood
  • Nut profile reshaping for added comfort and smoother tuning
  • Fret leveling (if needed) for consistent action across the fretboard
  • Pickup balancing (if needed) for even sound across all strings

This setup is ideal for more advanced players, performers, or anyone who wants their instrument playing at its absolute best. Have questions about which setup is right for you? Contact us at support@terrycartermusicstore.com and we'll be happy to help.

7. How do I login to my account?

Visit https://account.terrycartermusicstore.com and sign in with the email and password you used to create your account. Forgot your password? Use the reset option on the login page. Once logged in, you'll have access to your order history and account details.

8. Do you offer international shipping?

Yes. Customers are responsible for all customs duties and fees applicable in their country. Some charges are calculated at checkout; others are determined by the shipping carrier upon delivery. Any additional fees imposed by your country are your responsibility before the package can be delivered. Duties and fees are non-refundable on international returns. Shipping carriers may also apply a handling fee during delivery, which is outside our control.

9. 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 (broken bridge, cracks in the wood, broken EQ/tuners, broken tuning pegs, manufacturing defects, etc.) is the responsibility of the manufacturer. We'll gladly facilitate the claims process between you and the manufacturer. Contact us at support@terrycartermusicstore.com or (858) 290-4277.

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

Yes — subscribe to our newsletter to receive updates on new arrivals, special promotions, and exclusive offers. Enter your email address on our website to sign up.

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

Contact our customer support as soon as possible at support@terrycartermusicstore.com or call/text (858) 290-4277. We'll do our best to accommodate your request, depending on the status of your order.

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

Yes, we offer bulk order discounts and special rates for educational institutions. Reach out to support@terrycartermusicstore.com for personalized assistance.

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

Check this video for more information: Low G vs High G

14. How do I change strings on my ukulele?

Check these videos: Restring with bridge pin uke strings or How to change the strings on your ukulele

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

Yes, you can initiate a return or exchange if you're not satisfied. Full details: Refund Policy.

16. How can I contact customer support?

Call or text (858) 290-4277, email support@terrycartermusicstore.com, or use the "Contact Us" form on our website. We aim to respond within 24 hours.

17. About Gift Cards

All Gift Card sales are final — no returns or refunds. Note: coupons or discount codes for courses, workshops, and memberships on Uke Like The Pros (ukelikethepros.com) are separate from Terry Carter Music Store gift cards and are not exchangeable or valid on this site.

18. Rewards Program: how do I login?

Visit terrycartermusicstore.com and look for the "Login" or "Sign In" option in the top right-hand corner, next to the cart icon. Enter the email address and password associated with your Rewards Program account. Forgot your password? Use the reset option on the login page. Once logged in, you'll be able to access your points balance and manage your rewards.

19. What do I need for a damage/insurance claim?

Although a physical inspection at a UPS-approved facility is typically required for damage claims, photo documentation can speed up the resolution. Please submit:

  1. A photo of the damaged item (as many angles as possible)
  2. A photo showing the damaged item inside the original box with all original cushioning, showing placement
  3. A photo of the packaging material used inside the box (bubble wrap, foam, cardboard dividers, etc.)
  4. A close-up photo of the shipping label with the tracking number (zoom in enough to read it clearly)
  5. A close-up photo of the box manufacturer's certificate (BMC), if available — a round stamp on a bottom flap showing the box's bursting strength or edge crush rating
  6. Two photos showing all six sides of the package (one showing the top and two sides, the other showing the bottom and the opposite two sides)
  7. The box's dimensions (height, length, width)

Contact us at support@terrycartermusicstore.com and we'll walk you through the rest.

20. Do you have a physical store I can visit?

No, we're an online-only store, which allows us to serve customers everywhere with the same quality and convenience.

21. Who is Terry Carter, and how did the store start?

Read the full story on our About page.