Dusty Strings Manufacturing / Ordering / Satisfaction Guarantee

Satisfaction Guarantee

We are happy to answer as many questions as you can think of before you decide to purchase an instrument from us, but we know there is no substitute for seeing, touching and hearing it in person. If we ship an instrument to you and you decide within five days that it is not what you expected or want, you are welcome to return it in resellable condition for a full refund of the price of the instrument. See our return policy below for details.

Returns

  • You must call us within five days of receiving an instrument to arrange for a return. You will be responsible for the shipping charges both ways, and instruments must be returned in the original packaging and shipping container. Please ask for advice if you have questions regarding proper packaging. Damage resulting from handling or inadequate packaging on the return will be the responsibility of the customer.
  • Strings, books, DVDs and recordings are not returnable unless defective, in which case we will exchange them for the same item.
  • Any other merchandise that does not meet your expectations may be returned within 30 days in new condition in the original packaging and shipping container for a refund of the price of the merchandise. You must contact us first to arrange the return.

Damages & Shortages

  • If you receive a box that looks damaged, note that fact on the receiving paperwork before you sign for it. Then you can take delivery, unpack and carefully inspect your instrument. Chances are the instrument will be fine, but if you do find damage, be sure to keep the packaging and call us right away for instructions.
  • If you think something is missing from your order, please first look inside any case pockets and re-check the packing materials. Often smaller accessories are tucked away and hard to see at first.
  • If there is a shortage of merchandise, please report it to us within five days so we can send you what is missing.

Warranty

We place great importance on standing behind our warranty. Like many builders of musical instruments, we try to achieve a delicate balance between building for structural strength and building for good tone. Hammered dulcimers and harps must support tremendous tension; a typical 3-octave dulcimer can have over 1,000 pounds of total string tension. It's easy to overdesign an instrument to gain an absolute guarantee of structural strength, but as players we aren't satisfied with the sound and performance that result from that approach.

No instrument builder who has achieved portability, good volume and a vibrant tone can claim a history totally free of instrument problems, so the important question is whether a builder has the capacity and desire to provide assistance if there ever is a problem with one of their instruments. In more than three decades of building instruments, that's been one of our consistent priorities.

Most of our instruments carry a five-year warranty. There is a two-year warranty on the Ravenna 26, Ravenna 34 and Boulevard 34, commensurate with the lower price levels of these models.

The terms of our warranty are as follows:

All Dusty Strings instruments are warranted against defects in materials and workmanship to the original owner for a period of five years (two years for Ravenna and Boulevard model harps) from the original date of purchase. All repairs covered under this warranty will be provided without charge. Repair or replacement of defective instruments will be at the sole discretion of Dusty Strings. Shipping charges to and from Dusty Strings are the responsibility of the owner.

This warranty does not cover string breakage, lever breakage, damage to wood, hardware, or finishes due to normal use, carelessness, accident, extremes of humidity, dryness or temperature, or repairs or alterations made by other than Dusty Strings. Do not leave the instrument in a parked motor vehicle on a warm day. Temperatures high enough to soften glue can be quickly reached inside a vehicle parked in sun or shade, even with windows partially opened. Evidence of such an occurrence will void this warranty.

IMPORTANT: For information about properly humidifying your instrument, please read this PDF on Humidity, Dryness and Musical Instruments.