Important polices you should know
Return Policy
You may return any item you are dissatisfied with within 5 days of receipt of your order, for a full refund, less shipping and $10.00 restocking fee per item on domestic orders and $25.00 restocking fee per item on international orders. Yes this is expensive. Items must be returned in their original shipping carton along with all packing materials and must be in a condition for resale. Items must be sent via United Parcel Service (UPS) or Federal Express (FedEx). United States Postal Service (USPS) is not acceptable since packages can get damaged or lost and the USPS does not necessarily issue tracking numbers. Customer must contact us providing the following information:
- Prior to shipping any item, contact us so that we may get you a Return Authorization number (RA number). Returns are only accepted with a Return Authorization number.
- We will email you the RA number and the destination address. Package the item in its original carton along with protective materials such as plastic bubble wrap.
- Write the letters RA along with the RA number on the outside of the carton so it can be received in the warehouse properly. Then email us with the following information:
- Carrier used (United Parcel Service or Federal Express).
- Date when the item was shipped.
- Tracking number so that we can expedite your refund.
- No returns accepted freight collect.
- Products over 5 days old will not be accepted for credit.
- Seconds are sold “AS IS” and no returns will be accepted.
- Once we receive the item, it will be carefully inspected. Returned products must be in original condition when they reach our warehouse. If the item is in resalable condition, a credit will be made towards your credit card.
- Customer is responsible for shipping costs and a $10.00 restocking fee.
Prior to shipping, all orders are carefully inspected so that they meet or exceed our high quality of standards. All orders are shipped via Federal Express within the continental United States and Canada and United States Postal Service for International orders. Federal Express and the United States postal Service are responsible for generating tracking numbers. Tracking numbers are used to track the progress of your order and in the case of Federal Express orders, the anticipated arrival date.
We would prefer that you come visit us again as a happy customer, knowing that if your not satisfied with whatever you purchase from us, that you can return it and get your money back.
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In the continental United States shipping is free. For Alaska and Hawaii orders shipping is $8.00 for the first item, then $4.00 for each additional item.
For Canadian orders shipping is $30.00 for the first item, then $15.00 for each additional item.
For United Kingdom orders shipping is $47.00 for the first item, then $10.00 for each additional item.
For Australian orders shipping is $55.00 for the first item ordered, then $10.00 for each additional item.
Orders are shipped through Federal Express via ground transportation within the continental United States and Canada. Orders outside the continential United States and Canada are shipped via United States Postal Service. This is to keep shipping costs as low as possible.
Once the item has been shipped, the tracking number is emailed to the customer as soon as it becomes available. Federal Express and the United States Postal Service generates the tracking number and we have no control as to when we receive the tracking number.
International orders are sent by United States Postal Service and they do not issue tracking numbers.
Some important points to keep in mind:
- We do not ship to P.O. Boxes.
- Items usually ship within 24 - 48 hours.
- No shipment on weekends and on holidays.
- We are not responsible for carrier's delivery delays.
- Items ship only on business days Monday thru Friday.
- During the holiday seasons shipping may take a little longer.
- The United States Postal Service does not necessarily provide a tracking number.
- For orders of $200.00 and above, a signature will be required upon delivery as proof of receipt.
- Federal Express and USPS generates the tracking number; we have no control as to when it gets generated.
Most items will ship within 2 business days once your credit card has been approved by PayPal, excluding Saturday and Sunday. It can take between 2 to 7 business days before you receive your order depending on the carrier's volume and distance between source and destination.
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Suspicious Shipping and Billing Addresses
We value our customers and we want to protect the cardholders and ourselves.
We review all orders where the billing and shipping addresses differ, or if the shipping address appears fraudulent. This means we may contact you prior to shipping your order either by email or phone to verify your order. This is especially true for international orders. This additional step may delay the process and shipping of your order; depending on how quickly you respond to the verification of your order. We recommend shipping to the same billing address with the same cardholder's name to avoid delays.
We reserve the right to cancel your order if you do not respond to our email or phone call within 24 hours.
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Special Offer Returns
Unfortunately the credit given to special offers is non-refundable, unless both items are returned. This is done for obvious reasons. If both items are returned, then our usual return policy is applicable.
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Cancellation
Typically we ship an order as soon as PayPal verifies your credit card information and the billing and shipping addresses appear legitimate. This can take one or two days. If a cancellation is requested either by phone or email prior to shipping, then you will be refunded your entire amount, minus any PayPal fees, as soon as possible. However, once the item has been shipped, and a cancellation is requested, then our Return Policy applies.
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Out Of Stock items
Some of the items we carry sell very fast and can be difficult keeping an adequate inventory. At the bottom of each Series page are the items we are currently out of stock and when we anticipate getting a new shipment. Some customers are willing to wait for the item to be available by sending us an email. This can be done by clicking on the image itself and having the customer enter their name and email address. Once the item is available, we will notify the customer. In most cases we have offered generous discounts.
We try to provide the best date we expect to receive the new items. However delays can happen that are beyond our control. Should the item take longer than anticipated, we will notify the customer as soon as possible.
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Many of our customers have asked us if we can provide a method for ordering an item that is currently out of stock. After some thought, here is what we came with.
When we are confident that an item will be available within 7 to 10 business days, excluding Saturday, Sunday and holidays, prior to the actual availability date, we will make that item available as a backorder. This allows customers to place their order in early ensuring that once the item becomes available; their order will have a higher priority than regular orders.
Backorder process:
- Order the item as if it were a regular item.
- PayPal then notifies us that the item has been purchased.
- We notify our shipping and receiving personnel to tag your order.
- We email you that we received your backorder and when we anticipate shipping your order.
- When the order ships, we will notify you with the Federal Express tracking number, if available.
Some important points to keep in mind:
- This service is for customers that are willing to wait for the item to become available.
- We make every effort to get the most precise available date. However circumstances beyond our control may cause the availability date to slip by a couple of days, in which case we will notify you via email.
- Should you decide to cancel your backorder prior to the availability date, a full refund will be issued less any PayPal charges.
- Should the availability slip by more than 5 business days, we will notify you via email and at your discretion issue a full refund.
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Damaged Goods Policy
Once the item has been inspected and shipped, we are no longer responsible for the condition of the item when it reaches its destination. Should there be an issue with the item, contact Federal Express and file a claim using the package tracking number. All claims must be filed with the carrier.
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Typographical Errors
In the event that a product or shipping quote is mistakenly listed at an incorrect price or amount, New England Music Store reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. New England Music Store reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, New England Music Store shall issue a credit to your credit card account in the amount of the incorrect price. New England Music Store shall not be bound by incorrect pricing, or description whatever the case may be.
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Effective Date
The policies described on this page remain in effect beginning on November 1, 2009 to the present.
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