Shipping & Return Policy for Accessories

Note: These guidelines apply to accessory orders placed online or over the phone. For specific information on shipping harps or hammered dulcimers, see Ordering Instruments.

General

• We do our best to maintain stock of all of our items and can usually ship string and accessory orders within one to three business days. However, we are a small business and sometimes unforeseen circumstances arise (people out sick, etc.). We are still feeling some effects of COVID-related supply shortages, and the occasional accessory may be out of stock for a few days or a week. We appreciate your patience!
• After your item has shipped, the transit time will depend on the carrier, the shipping service you chose, and where you are located. Within the US, the transit time for Standard Mail and UPS is typically a week or less, while Priority Mail should be1-3 business days. These times are not guaranteed.
• If you have a deadline or would like us to look into expedited shipping options, please call and place your order over the phone. While we can sometimes do UPS overnight shipping, it's typically more than $50 even for a very small package. Furthermore, it's not guaranteed, and there are no refunds available from UPS if it doesn't arrive in the scheduled timeframe. We don't recommend it!
• Postal regulations sometimes change without warning. If we are unable to ship an item the way we expected, we will find out the next best option and offer you the choice of paying the difference in shipping cost or cancelling your order and receiving a refund.

International Shipping

• Priority Mail International has guaranteed tracking, and usually arrives within 10 days.
• First-Class Package International mail has no guaranteed tracking once the package leaves the US, and can occasionally take up to six weeks to arrive. If six weeks have passed and you believe your package has been lost, please contact us and we will see what we can do to help.
• The order total does not include VAT, duties, or other taxes that your country may charge you when the item arrives. In some cases, these can add 20% or more.

Returns

• Strings, books and DVDs are not returnable unless defective, in which case we will gladly exchange them for another of the same item.
• Other accessories are returnable within 30 days, provided they are in new, resellable condition.
• Shipping charges are not refundable.
• We may charge a small restocking fee if we need to do any repairs or touch-ups to the item to return it to its original condition.
• Please package items with care. Damage resulting from inadequate packaging on the return will be your responsibility.
• Please call us before returning anything!

Shortages or Mistakes

• If you think something is missing from your order or you received the wrong items, please first check the order receipt that was emailed to you. Unfortunately, strings are not returnable if you made a mistake in ordering.
• Please also check through all the packing materials before you discard them, as items are sometimes wrapped up or tucked away to keep them safe during shipping.
• If we are notified within five days of any errors we've made, we will gladly send you what is missing.

For questions, contact us at (206) 634-1656 or handcrafted@dustystrings.com.