Exchanges & Returns

We understand that purchasing a quality instrument can be a big decision, and that you want your purchase to match your musical style and not be a costly mistake. Your complete satisfaction is important to us. We offer the following Returns Policy for Online Purchases to help you make the right decision.

Upon delivery, please examine your instrument carefully. If you notice any damage or defects that were not disclosed in our product description or through prior communications with our staff, please notify us immediately and we will work to rectify any issues. If you wish to return your online purchase for preference reasons you may do so within 48-hours of receipt of your order. You will be responsible for all shipping & handling expenses incurred and a 10% restocking fee will be charged.

Our goal is to get the right instrument into your hands. To that end, customers may make a one-time exchange of an online purchase that did not meet their preference within 48 hours of order delivery. While exchanges do not qualify for free shipping offers, a restocking fee will not be charged. All exchanges will be for an item of equal or greater value.

Unless damaged during shipping to you, returned instruments must be in original condition. All new merchandise must have all papers, warranty info and packaging in tact. TME reserves the right to deny any returns that do not meet the above conditions. We may charge a 10% restocking fee for instruments returned in non-original condition.

In-store purchases are not eligible for a 48 hour trial period (exchange only within 7 days).

Transactions involving trade-ins are not eligible for a trial period or a return. If an exchange is made, TME reserves the right to retain the instrument that was traded in, unless otherwise agreed.

If you’d like to initiate a return, you may email, call, or text us. Please provide your order number and reason for the request. Once approved, we will issue a UPS return label which will allow you to drop your instrument off at any UPS Store or Customer Center.

  • 781-860-0049
  • sales@themusicemporium.com

Packing Your Return

Please reuse the original packing material you received from us, and make sure all accompanying materials and/or accessories are returned along with your instrument when applicable. 

**You do not need to slacken the strings in preparation for shipping. This is especially important for archtop guitars, banjos, and mandolins.

Non-Returnable / 48 Hour Trial Period Exempt Items

We do not accept returns of certain items unless damaged in shipping. The following products and conditions are also exempt from our 48 Hour Trial Period.

  • Effects Pedals
  • Pickups
  • Amplifiers
  • Accessories & Apparel 
  • Instruments modified at the buyer’s request (pickup installation, strap buttons, banjo spikes, etc.) 
  • Sales involving trade-ins
  • Instruments which were played and evaluated in our showroom prior to being ordered online and shipped  
  • Final Sales - discounted items
  • All International Sales 

Shipping

We understand that purchasing a finely-made instrument sight-unseen and having it shipped a considerable distance can be a nerve-wracking experience. Rest assured, we have been shipping guitars, banjos, mandolins and amplifiers around the world for more than fifty years. We go to great lengths to make sure everyone on staff treats your instrument as if it were their own.

Thanks to our strong partnership with UPS, most shipments will arrive within 1-7 business days, depending on your relative distance from the Boston area. We make every effort to ship your order within 24 hours of its placement.

Before your instrument is expertly packed & insulated in one of our heavy-duty, custom-made cartons (when possible, we also utilize recycled boxes and materials to reduce our carbon footprint), it will be restrung, polished and inspected by our technicians, ensuring it arrives perfectly setup, ready to play, and in its advertised condition.

Yes. We always check instruments before shipping; and if we determine they'd benefit from a setup, a minor adjustment, or a restringing, we happily perform this work before sending you the instrument. We know there's nothing worse than excitedly opening a new case to find an instrument that's not ready to go.

Your order is fully insured, and we’re here to help if an unforeseen delay arises. It very rarely does! If your order is damaged during shipping, please contact us immediately. If you're concerned or something arises that might disrupt your plans to accept delivery, please don’t hesitate to contact us anytime via email or phone ~ 781.860.0049.

Eligible For Exchange Only

Items marked Eligible For Exchange Only can be returned for a one-time exchange for something of equal or greater value.

  • Exchanges must be initiated within 48 hours of delivery. We reserve the right to deny an exchange if we aren't notified within the 48 hour window.
  • All shipping fees are the responsibility of purchaser.

If you would like to initiate an exchange, please call, text or email us with your name and order number:

  • 781-860-0049 (call or text)
  • sales@themusicemporium.com