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Customer Service


Frequently Asked Questions

Contact Information

How long does shipping take, and how much does it cost?

What do I do if an item arrives broken, or is defective?

What if I'm not happy with an item? Can I return it?


Notes & Strings

1029 Chestnut Street
Newton Upper Falls, MA 02464

Local: 617-964-0954

Toll-free: 800-587-3056

Fax: 617-527-2684

email:

How long does shipping take, and how much does it cost?

Our Shipping Department is open Monday through Friday. We offer UPS Next Day, UPS 2nd Day, and Standard shipping rates. Standard orders normally ship via USPS Priority Mail (2-3 business days), USPS First Class Mail (2-8 business days), or UPS Ground (1-6 business days). Larger items such as instruments will ship via UPS and cannot be delivered to a PO Box. If ordered before 12PM EST on a weekday, most Standard orders for in-stock items (excepting instruments) will normally be shipped out that same day, or the next business day at the latest. Sales and rental instruments may require 3-5 business days to prepare before shipping, though we do our best to ship them out sooner. Note Saturday and Sunday delivery is not available for Next Day and 2nd Day shipping; for example, a Next Day Air order placed Friday will not arrive until the following Monday. For a complete list of domestic shipping rates, click here. Some orders to Alaska, Hawaii, Puerto Rico, APO addresses, and US Protectorates may require a shipping quote. All orders outside the United States require a shipping quote. Shipping quotes are calculated based on the size, weight, and destination of the package. Customers are welcome to call 800-587-3056 for a shipping quote, or simply place an online order. You will receive a shipping quote via email within 1 business day, at which time you can decide to accept the quote and supply payment for the order.

What do I do if an item arrives broken, or is defective?

We will replace defective items or items damaged in shipping; simply give us a call within 30 days of your original order, and we'll send a replacement at no charge. We will usually ask that you return the defective item to us; we can either send a prepaid postage label, or simply reimburse you for your shipping costs when we receive the defective item. Returns should be sent to the following address (please include a copy of the original invoice with the return):

Notes & Strings Returns
26 Fox Road
Waltham, MA 02451

If you need assistance returning an item, or have questions, feel free to call 800-587-3056.

What if I'm not happy with an item? Can I return it?

If you purchased an item from us online or over the phone, you can ship it back within 30 days of purchase for a refund or exchange (please include the original invoice). All returns should be sent to the following address:

Notes & Strings Returns
26 Fox Road
Waltham, MA 02451

All returned items must be in original condition, with the original packaging. While we try to process refunds as quickly as possible, sometimes it may be a few weeks before your refund appears on your credit card statement. If you have any questions about returns or our return policy, feel free to call 800-587-3056.