Contact Us First

Before sending anything back, please contact our support team so we can help you quickly and make sure your return is handled properly.

Email: support@terrycartermusicstore.com

Return Conditions

To qualify for a return, products must be:

• In new condition
• Returned in the original packaging
• Returned with all accessories, tags, and documentation
• Packed securely in the same manner they were received
• Double-boxed if the original shipment was double-boxed

Please do not apply duct tape or adhesives directly to the original product box.

If you are returning a product because it was not the right fit and the item is not damaged or defective, the customer is responsible for:

• Return shipping costs
• Original shipping cost, if free shipping was included
• Shipping insurance costs
• A 10% restocking fee for refunds

We strongly recommend using a trackable shipping service such as UPS, FedEx, DHL, or USPS, and purchasing shipping insurance. Any damage that occurs during return shipping is the customer’s responsibility.

Refund Processing

Approved refunds are processed within 3 to 10 business days after we receive and inspect the returned item.

Refunds will be issued to the original form of payment only.

We cannot issue refunds to any other payment method.

Please do not initiate a chargeback with your bank or credit card company while your return is being processed, as this may delay your refund and create additional processing issues.

Items That Are Not Returnable

The following items are final sale and cannot be returned:

• Open-box items
• B-stock items
• Discounted items marked AS-IS
• Used or pre-owned items
• Items not in new condition
• Items not in original packaging
• Software or digital products
• Pro audio and DJ equipment, including DJ mixers, DJ controllers, DJ systems, and DJ multi-players
• Personal-use items such as microphones, headphones, harmonicas, reeds, and similar products
• Gift cards
• Deposits and pre-orders

If any non-returnable item arrives damaged or is not functioning properly, it will be treated as a manufacturer warranty claim, and we are happy to help facilitate that process.

Custom Work and Modified Instruments

Any product that has had custom work or modifications performed is non-returnable and sold AS-IS.

This includes, but is not limited to:

• Strap button installation
• Pickup installation
• Tuner upgrades
• String changes
• New nut or saddle work
• Finish work
• Other similar modifications

Once custom work has been completed, the item cannot be returned, refunded, or canceled.

Damaged in Shipping

If your order arrives damaged, you must notify us within 24 hours of delivery so we can help start a shipping insurance claim.

Please keep the:

• Original box
• Packing materials
• Damaged product

We will require photos of:

• The damaged item
• The item inside the original packaging
• The internal packaging materials
• The shipping label with tracking number
• The outside of the box, showing all sides
• The box dimensions
• The box manufacturer’s certificate (BMC), if available

Please do not send back a damaged item until we instruct you to do so. Returning it before the claim is documented may void the shipping insurance claim.

Our team will guide you through the process.

Natural Wood and Cosmetic Variation

Many of the instruments we sell are handmade and made from natural wood, so variation is normal.

This means there may be:

• Differences in wood grain
• Minor finish inconsistencies
• Small cosmetic imperfections

These are normal characteristics of handmade instruments and are not considered defects.

In particular, instruments under $500 may show small visual imperfections that do not affect playability, structure, or performance. These do not qualify an item as blemished, B-stock, defective, or eligible for a discount or free return.

For an item to be considered blemished, the blemish must be visible to the naked eye from approximately 24 inches away.

Warranty Claims

Manufacturer-related issues such as cracked wood, broken bridges, failed tuners, broken EQ systems, broken tuning pegs, or other manufacturing defects are handled through the manufacturer’s warranty.

We are happy to help facilitate the warranty claim process.

Please contact: support@terrycartermusicstore.com

Sale Discounts and Promo Codes

If you made a purchase during a sale and forgot to apply the discount code at checkout, we are happy to help by issuing the discount amount as store credit in the form of a gift card for future use.

International Orders

For international orders, the customer is responsible for:

• All duties, taxes, customs charges, and import fees
• Any carrier fees charged upon delivery
• Return shipping costs on approved returns

Some duties and taxes may be collected at checkout, while others may be charged by the carrier or customs office upon delivery.

These fees are non-refundable.

Once an international shipment reaches the destination country’s customs office, it becomes non-returnable. If a package is refused, declined, or abandoned, any duties, taxes, return shipping fees, carrier charges, and associated costs will be deducted from the refund. A 30% restocking fee may also apply.

Order Cancellations

If you cancel an order after it has already been pulled and packed, a 10% restocking fee may apply.

If custom work has already been performed on the item, the order cannot be canceled.

Custom orders cannot be canceled once placed. Please review all custom order details carefully before submitting your order.

Refused Packages

If you refuse delivery of a package and it is returned to Terry Carter Music Store, you will be responsible for:

• Any return shipping fees
• Any duties, taxes, or carrier charges billed to us
• A 30% restocking fee

These amounts will be deducted from your refund.

Chargebacks and Payment Disputes

Fraud Alert

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