Shipping & Returns

Shipping with TME

We got this. We understand. We’re musicians too. Buying a finely-made instrument sight-unseen and having it shipped a considerable distance can be a nerve-wracking experience. Not to worry! TME has been shipping guitars, banjos, mandolins and amplifiers around the world for more than fifty years; and we go to great lengths to make sure everyone on staff treats your instrument as if it were their own.

Fast, friendly & free. Most orders placed by 3:00PM EST will ship the same day--and every order ships within 24 hours of the time it’s placed. Thanks to our strong partnership with UPS, most shipments will arrive within 1-5 business days, depending on your relative distance from the Boston area. Before your instrument is expertly packed & insulated in one of our heavy-duty, custom-made cartons, it will be restrung, polished and inspected by our technicians, ensuring it arrives perfectly setup, ready to play, and in its advertised condition. Best of all? It’s free. As long as your order is over $199.00, it always qualifies for free shipping via UPS Ground (competitively priced options for expedited shipping are also available at online checkout).

We'll be in touch. As soon as your order ships, you’ll get an email with UPS tracking information and an expected timeframe for delivery. Your order is fully insured, and we’re here to help if an unforeseen delay arises. Please don’t hesitate to contact us anytime via email (sales@themusicemporium.com) or phone (781.860.0049) if we can assist along the way

Our Return Policy

48-Hour Trial Period. TME offers an unconditional 48-hour, at-home trial period for all instruments purchased online. During that time, please consider us your musical sounding board if you think a setup tweak, a different set of strings, or an in-depth conversation would help better tailor your new gear to your needs. But of course, you’re welcome to return your instrument--no matter what the reason--within 48 hours of receipt.

What are my options? You may choose to return your instrument for a refund (less shipping costs), a store credit, or exchange it for another item.

How does the process work? If you’d like to initiate a return, please contact us using our online form located here. Provide your order number, and we’ll issue a UPS return label which will allow you to drop your instrument off at any UPS Store or Customer Center. 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. 

Things to bear in mind. While we’re always here for customer support during the returns process, please be aware of the following stipulations:

  • In the event of a return, the buyer is responsible for all shipping charges incurred during the transaction.
  • If we’re contacted about a return after the 48-hour trial period (i.e. after the purchase has been charged to your credit card) your refund will be subject to a 5% restocking fee.
  • If you elect to return an order on your shipping account, please make sure you've insured the product for its full retail value. Things can happen in transit and we want you to be covered in case of potential damage, rare as that may be.
  • All items must be returned in the condition in which they were received, including all product documentation, accessories, and packaging.
  • TME reserves the right to deny a return if we aren’t notified about product damage, defects, or customer dissatisfaction within 48 hours of receipt.  

What products are not returnable? We do not accept returns of the items listed below, unless damaged in shipping:

  • Instruments which were played and evaluated in our showroom prior to being ordered online and shipped
  • Instruments modified at the buyer’s request (pickup installation, strap buttons, banjo spikes, etc.) 
  • Amplifiers
  • Effects Pedals
  • Accessories & Apparel