At Symphony Shop, we’re committed to providing musicians worldwide with exceptional musical instruments and audio equipment. We understand the importance of receiving your items promptly and in perfect condition. If you’re not completely satisfied with your purchase, our straightforward returns process ensures a hassle-free experience.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
- Standard Shipping: $12.95 via DHL or FedEx
- Delivery within 10-15 business days after shipment
- Recommended for time-sensitive orders
- Includes package tracking
- Free Shipping: Available on orders over $50 via EMS
- Delivery within 15-25 business days after shipment
- Basic tracking available
Pro Tip: For delicate instruments like cellos, double basses, or harps, we recommend choosing Standard Shipping for more secure handling and faster delivery.
International Shipping
We ship worldwide (excluding some Asian countries and remote areas). Please note:
- Customs fees and import duties are the customer’s responsibility
- Delivery times may vary based on destination country customs processing
Returns & Exchanges
Eligibility
To qualify for a return or exchange:
- Item must be in original condition (unused, unopened, with all packaging and tags)
- Return must be initiated within 15 days of receiving your order
- Proof of purchase (order number or receipt) must be provided
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- All brass instruments and accessories (Baritones & Euphoniums, Brass Accessories, Brass Instruments)
- Woodwind instruments and accessories that contact the mouth (Clarinets, Double Reeds, Flutes & Piccolos, Harmonicas)
- Used or opened headphones
Returns Process
- Initiate Your Return: Email [email protected] with your return request using the template below
- Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions
- Package Your Item: Securely repack in original packaging with all accessories and documentation
- Ship Your Return: Send to our Sacramento facility using a trackable method (return shipping costs are your responsibility unless due to our error)
- Inspection & Processing: We’ll inspect the item and process your refund/exchange within 5 business days of receipt
Exchange Process
Follow the same steps as returns, clearly indicating you want an exchange and specifying the replacement item. Price differences will be adjusted accordingly.
Refund Information
- Refunds are issued to the original payment method
- Credit cards: 3-5 business days after processing
- PayPal: 1-3 business days after processing
- Original shipping fees are non-refundable unless the return is due to our error
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at [email protected] with photos
- We’ll arrange a replacement or refund
- In most cases, we’ll provide a prepaid return shipping label
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Symphony Shop Customer Service,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Item to return: [Product Name]
Reason for return: [Please specify] [For exchanges only] I would like to exchange this for: [Product Name]
Product URL: [If available]
I confirm that the item is in its original condition with all packaging and accessories.
Please provide return instructions at your earliest convenience.
Best regards,
[Your Full Name] [Your Contact Information] [Order Date]Need Help?
Our customer service team is happy to assist with any questions about shipping or returns. Contact us at [email protected] Monday-Friday, 9am-5pm Pacific Time.
Last Updated: [Insert Date]