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USPS & UPS SERVICE DELAYS: USPS has suspended their service guarantee for First-Class Mail, as well as for Priority Mail 2 and 3 day delivery service. *Potentially, packages may be in transit an extra 4-7 days or so, with absent or infrequent scans. Please visit https://postalpro.usps.com/node/8016 for more details. USPS has also temporarily suspended acceptance and delivery of international mail items to several countries. Please reference this list if you are shopping with us from abroad: https://www.usps.com/international/mail-shipping-services.htm#readmore UPS' service guarantee is suspended as of 3/26, and until further notice. This applies to shipments coming from any origin, to any destination. Delays will normally be posted in the tracking details for the shipment as soon as determined. Please let us know if you have any questions - we're always happy to help.
LOCAL PICKUP: Due to our storefront being closed, local pickup is not an option at this time. We look forward to re-opening and having this option available in the future.
INSURANCE: Your package(s) is fully insured if found to be lost in transit, damaged, or defective upon receipt. A replacement or full refund will be provided. If needed, our team will file a claim for lost or damaged items, and will keep you informed. Please be sure to make advance arrangements for the safety of your package(s) prior to or upon delivery. *Be aware that if the tracking status indicates that the driver completed delivery and obtained a signature, the package might have been signed for by a neighbor or another resident at your location. Sometimes when a package is marked as delivered, it may not actually arrive to you for another 12-24 hours. *If that is not the case, we advise waiting 36 hours from stated delivery before filing an investigation, or moving forward with another solution. Please let us know if any of these situations should happen to you, and we will facilitate resolution as quickly as possible.
CANCELLATIONS: In the event you would like to cancel the order, please contact us as soon as possible. Cancellations, address changes, or shipping upgrades may not be able to occur if an order has been fully processed by our shipping department, and are subject to a fee if already in transit. Orders are shipped via UPS or USPS, and tracking will become available once a shipping label is created. Please let us know if you'd like your order shipped Fedex before checking out - this service may have an extra fee.
ADDRESS CHANGES: Address changes with a different zip code are not able to occur after an order has been placed, for sales tax purposes. Please ensure you are entering the preferred shipping address at checkout. If possible, we can cancel and refund the order if it has not been completely processed. *If you need your package rerouted or marked returned to sender while it is in transit, please contact our Customer Service team for assistance. Only a UPS package would be eligible, and a fee may apply.
RETURNS: Most new items may be returned within 30 days of delivery and most vintage & used items may be returned within 3 days of delivery for a full refund (minus outbound shipping charge), exchange, or store credit. We simply ask that items are returned in their original condition and include all accessories, documentation, and packaging.
*PLEASE NOTE: If your item was sent with Free Shipping (including Free Two-Day), the outbound rate will be deducted from your refund. This would not apply to items that are defective or damaged upon receipt, or there is an error on CME or the vendor's part. Restocking fees do not normally apply, less the product is returned with flaws, damage, or missing packaging/parts. If you decide you'd like to return an item, please contact the sales rep who assisted you, or our Customer Service team. You can submit a refund request here in Reverb with details, or reach out to us via message. We'll get back to you as quickly as possible with easy instructions on how to get your product back to us safely and efficiently. *Please ensure that the item is packed safely for the return shipment with the customer return authorization (CRMA) number clearly written on the box. Buyers are responsible for all return shipping costs, less the product is defective, damaged in transit, or otherwise not as described. *Some products are not returnable due to the consumable nature of the product, copyright reasons, or sanitary reasons. Some of the items include, but not limited to: guitar & bass strings, amplifier tubes, previously installed instrument pickups or speakers, drum heads, drum sticks, cleaning products, software, books, microphones, harmonicas, earplugs, earbuds, headphones, as well as any other products designed to come in contact with the mouth or ears.
REFUNDS: We strive to process all refunds within 48 hours of the return been received at our location. Credit card refunds typically take 1-4 business days to post to your account, but could vary based upon your bank's processing times. If you bought an item using Affirm financing, we offer full refunds for purchases. *For logistical reasons we are unable to offer returns on any transaction involving a trade, both in store and online. If you have any questions, we’re always here for you. Feel free to message us or give us a call at 773-525-7773.