Returns & Exchanges
If you have a problem or question of any kind, call us! . We will do whatever it takes to rectify the situation or talk you thru it. We appreciate your business and want you to be totally happy with your purchase. Damages or defects that are not visible from the shipping carton must be reported to us within 48 hours of receiving your purchase.
Orders shipped to the following states: California, Connecticut, Florida and New York may be returned to a Sam Ash retail location in those states. Orders shipped to all other states must be returned as described below.
Please do not accept any shipment if the packaging appears damaged in any way. We strongly suggest that you check your order after receiving it to be sure that it is in proper working order.
If for any reason you are not satisfied with your purchase call our Customer Service department at 1-800-472-6274 for a RETURN AUTHORIZATION (RA) number and instructions before sending any items back to us. Customer Service is open 7 days a week , 9AM to 6:00PM EST We will issue a complete refund of the merchandise price if the item(s) are within 45 days of our original shipping date. Remember, If you chose the” free ground shipping option” the cost of the outbound shipping will be deducted from your return credit. ($15 for most items and $75 for oversized items) The outbound shipping costs are free to you but unfortunately they are not free to us. The customer is responsible for all freight on items being returned to us for credit. Please use a trackable shipping method, such as FedEx or UPS to insure your credit is processed as rapidly as possible. We recommend insuring your package when shipping it back, just in case any damage occurs , we want to make sure you are fully covered.
Returning an Item
- If you feel the need to return an item, it must be in resalable condition. Resalable Condition means that the product(s) is in exactly the same condition as it was when you received it. The item must have all the original packaging, included accessories owner’s manuals and blank warrantee card, no sign of wear or abuse. In the event that the product is not in the same condition as you received it, you may be subject to a minimum 15% restocking fee, repair charge or disqualification.
- When repacking the item to be shipped back to us, please avoid using duct tape or other adhesives that can leave a residue, If the item(s) were double boxed please ship it back to us double boxed. Freight charges for exchanges and returns must be pre-paid by the customer. Shipping and handling charges are non-refundable.
- If an item is truly defective or malfunctioning we will issue you a pre-paid shipping label. However if the item turns out not be defective upon inspection we will have to deduct the cost of shipping from your return credit.
- No returns past 45 days.
- Items not covered by this return policy: special orders, sheet music, books, strings, computer hardware/software, drum heads, drum sticks, harmonicas, mouthpieces, sound cards, microphones, speakers, studio furniture, headphones or earphones.