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 858-256-0570 or firstname.lastname@example.org
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 call 858-256-0570, text 858-308-5529, or email us at email@example.com
Worry Free Returns
Not happy with your purchase? Not a problem, we got you covered. You can return any new product your 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 you received free shipping, the shipping cost will be deducted from your refund or credit.
How to Return Your Product:
We understand not all purchases work out. To return your product, please first 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:
- If you had custom work (strap buttons, setups, pickups, etc.) done on you product please see below for more information.
- 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 unit(s) 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 or UPS.
- Remember that if your order was shipped for free under our free shipping promo, the cost of outbound shipping will be deducted from your return credit.
- We recommend that you insure your package when shipping back to us when purchasing your own shipping labels. Sometimes things get damaged en route, and if that happens, we want you to be covered.
Return Shipping Address:
Terry Carter Music Store
4818 Ronson Court
San Diego, CA 92111
If your product is damaged, defective, or blemished* in shipping, please let us know immediately and we will file a claim and help arrange a replacement and return shipping. Photos of the damaged product and of the shipping box will be required. Refunds and replacements will be send 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.
If returning a product that is not damaged, defective, or blemished*, the customer is responsible for the full cost of the original shipping (if shipping was free), return shipping, 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 custom work, such as setups, strap buttons, or pickup installations are non-refundable.
Any instrument with custom work which includes a neck strap button, pickup install, or tuner upgrade will incur a 30% restocking fee in addition to our return shipping policy and only eligible for store credit.
If the instrument or product is damaged or broken when you get it, please let us know right away and we will file a claim. If anything is missing from your order, tell us, and we will send it.
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 domestic orders, we will arrange a return shipping label to be emailed to you. For international orders the customer must obtain their own label.
The Return Address Is:
Terry Carter Music Store
4818 Ronson Court
San Diego, CA 92111
We can exchange or refund your purchase as soon as we receive and inspect the instrument.
* For instruments or products a blemish must be visible to the naked eye from at least 24 inches away or roughly an arms 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 firstname.lastname@example.org.
**Restocking fee is based on the full, non-discounted price of the instrument or product excluding add-ons or custom work (strap buttons, pickup installs, setups, tuner upgrade, etc.).
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 phone (858)-256-0570 and email: email@example.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 firstname.lastname@example.org or (858)-256-0570.
** For Discounted, Used, or Pre-Owned Instruments: DISCOUNTED, PRE-OWNED, B-STOCK, OPEN BOX, etc. are sold "AS-IS" and not returnable. If he instrument is damaged store credit will be applied to your account.
*** 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.
**** For all International returns the customer is responsible for purchasing the RETURN shipping label. It is not possible for us to purchase International return labels from our headquarters in the United States.
***** Policy for Cancellations Before Shipping:
If you decide to cancel your purchase and your order is 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 had custom work done on it (strap buttons, setup, pickup install, etc.) you will not receive a refund on any work that is done and there is a 30% restocking fee due to the custom work.
Any instrument with custom work which includes a neck strap button, pickup install, tuner upgrade, string change, new nut or saddle, will incur a 30% restocking fee in addition to our return shipping policy and is only eligible for store credit. There are no refunds on instruments that have custom work done on them.
You can reach out to us at email@example.com or 858-256-0570