SUPPORT

At Chicago Music Exchange, our Customer Service Team is here to make sure your experience is a great one— no matter what the issue, we strive for excellence in the resolution. As passionate musicians and music lovers ourselves, it’s our goal to provide high quality support when and where you need it!

Looking to get a return processed? Scroll to the bottom of this page and get the info you need!

Questions or Concerns? We're Here to Help!

Submit an inquiry below, and we’ll get back to you as fast as possible. Or, give us a call at 773-525-7773 to speak to a member of our team.

We can be reached Monday-Friday between 9:30am and 7pm, Saturday 10am-7pm, and Sunday 10am-5pm CST.

We Love Our Customers! If you would like to give any feedback regarding your experience with CME online or in-store, please e-mail feedback@chicagomusicexchange.com.

See something we missed? Let us know!

Return Request

Fill out any and all details we need to know from you to get you setup. Thank you!

We’re all musicians here at Chicago Music Exchange and we want you to love the gear you get from us. We understand that sometimes you get a piece of gear that doesn’t work out for you. That’s why we offer an easy return policy to take the stress out of purchasing from us.

If you decide you'd like to return an item, please contact your Sales Rep, fill out the Return Request form to the left, or give us a call. We'll get back to you during business hours with easy instructions on how to get your product back to us safely and efficiently. If you placed your order on Amazon or eBay, we advise issuing the return request from your account in the platform - our Customer Service team will process a refund upon receipt of the item(s). Please note: exchanges or store credit are not available for these order methods.

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, exchange, or store credit. We simply ask that items are returned in their original condition and include all accessories, documentation, and packaging.

Please ensure that the item is packed safely for the return shipment. If provided a return authorization number, please write it legibly on the shipping box. Buyers are responsible for all return shipping costs (we advise insuring return shipments valued above $500) unless the return is due to receiving a defective, damaged, or incorrectly shipped item.

If your item qualified for Free Shipping, the carrier charge will be deducted from your refund. We reserve the right to charge a restocking fee based on the return condition. If a return is requested outside of the return period, it must be approved by CME and may only qualify for exchange or store credit. 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.

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.

We strive to process all refunds within 48 hours of the return been received at our location. Credit card refunds typically take 2-4 business days to post to your account, but could vary based upon your bank's processing times.

All policies outlined are subject to change, and will be updated accordingly. CME strives to make sure all customers are happy with their experience.

If you have any questions, we’re always here for you. Feel free to email us at customerservice@chicagomusicexchange.com or give us a call at (773) 525-7773

FAQ