FAQ - Payment

Q. Can I pay with personal check?
A. Yes, we do accept personal checks, although all orders paid by personal check are held for 21 day for check clearance. NO EXCEPTIONS! To avoid this mandatory check hold period, we suggest you use a money order instead.

Q. How do I pay for an item I have purchased?
A. Upon the close of an auction you will be notified by eBay via e-mail that you are the winning bidder. There is no need to contact National Music Supply, Inc. to arrange payment. We will automatically send you an e-mail within three hours of auction close. Our message will contain a link to our simple and secure checkout where you will be able to quickly and conveniently pay for your purchase with your credit card or Paypal account.

Q. How much do I have to pay for an item?
A. You will have three days from the close of the auction to pay for your item. You can expect your "Invitation to Checkout" e-mail within three hours of the auction closing. Sorry, but after three days, we will resell your item to the next interested buyer unless you contact us regarding your payment status, so please check your e-mail as soon as you can after the auction closes. If payment is to be made via money order, cashers check, or personal check we will allow 10 days to recieve the payment.

Q. What credit cards does National Music Supply, Inc. accept?
A. National Music Supply, Inc. accepts Visa, Mastercard, Discover Card, and American Express. We offer a safe and secure online credit card payment processing option on our e-mail checkout.

Q. Can I get a printed receipt for my credit card payment?
A. Yes. After the completion of our convenient checkout process, you can print the order confirmation screen that will contain all pertinent credit card charge information. National Music Supply, Inc. also sends this same information to you automatically, via e-mail.

Q. When is my credit card charged?
A. Your credit card is charged immediately upon completion of the checkout process. Sophisticated systems are set up to immediately send your order to our shipping department, for processing.

Q. What do you consider my billing address to be?
A. Your billing address is the same address information on file with your credit card company. When entering this information during the checkout process it is important that you enter the adress exactly as it appears on your credit card statement. If the information is not accurate, your card may be declined.

Q. What if my credit card is declined?
A. If there is a problem processing your card for any reason you will be notified immediately during the checkout process. Depending on the nature of the problem you may be prompted to try a different card or try again later.

Q. Do you charge sales tax?
A. By law we are required to collect sales tax for items shipped to addresses in Utah. Currently, we collect 6.25% of the final auction price.

Q. Is the information you collect secure?
A. We want our customers to feel secure when ordering merchandise over the Internet and paying through our checkout service. We utilize a technology called Secure Socket Layer (SSL), which creates a "secured" shopping mode to encrypt all sensitive information before it is sent over the Internet.

Q. Do you accept international credit card payments?
A. No. International credit cards cannot be accepted at this time.

FAQ - Shipping

Q. What is the additional shipping charge for?
A. On items where there is more than one item available, some bidders may wish to buy more than one. For each additional item purchased, there will be an additional shiping and handling charge. If you are only getting one item, you only need to pay the first shipping and handling charge and not the additional.

Q. I purchased a few items from you during the same timeframe, can you ship them together?
A. Sorry, at this time we are unable to accommodate this request. We have multiple processing facilities and items may be shipped from different locations. Unfortunately, this means that we must ship items individually. 95% of our items are pre boxed for shipping.

Q. How do you calculate shipping costs?
A. We use an average shipping cost based upon the weight of the item. This cost is clearly listed in every posting we place on eBay. We also include handling costs and insurance costs in the shipping charge.

Q. How long will it take for my item to reach me?
A. Standard shipping is FedEx Ground delivery, which typically takes between 7 and 10 days to arrive, but please allow up to 2-3 weeks. We will send an e-mail with the tracking number so you can check the progress of your delivery at the FedEx web site.

Q. How do I track my shipment?
A. Once we ship your order you will receive an e-mail confirmation of your shipment. This includes a tracking number and a link to our carrier's website where you can track the progress of your shipment. Please note, we assign tracking numbers before our carrier actually picks up your package and tracking links may take up to 24 hours to be activated within the carrier's system.
You can now get instant access to your tracking number through our online tracking system located at the top right of our ebay store.

Q. What do I do if my shipment never arrived?
A. Please allow up to 15 business days for your item to be delivered. If it still has not arrived, please use the link to the carrier's web site provided in the "shipment confirmation e-mail" we sent to you to investigate or contact support@nationalmusicsupply.com.

Q. Can I have an item delivered to a P.O. Box?
A. Sorry, but we are unable to ship to P.O. Box address at this time.

Q. I live outside of the U.S. What about international shipping?
A. Most items can ship internationally. The item auction page will show the international shipping for each item.

Q. Do you ship to APO/FPO addresses? Can I ship to American military personnel?
A. We can ship most of our items to APO/FPO addresses.

Q. Can I have a package delivered without a signature required?
A. You may have a package delivered without a signature requirement. However, some carriers will not leave packages at certain residences due to their own security and delivery guidelines. We recommend shipping to a location where someone can accept and sign for your package.

Q. How do I have items shipped to a different address?
A. During our checkout process, specify where you want your purchase shipped. It can be different from your credit card billing address. You may specify any ship-to street address within the 48 contiguous states. For high value items, we may require that we ship the item to your billing address only.

Q. What are your shipping options?
A. We ship FedEx Ground for 95% of our items. If you would like your item shipped faster please e-mail us for a quote at shipping@nationalmusicsupply.com.

Q. Why do some of your products consistently require a 2-4 week wait for delivery?
A. In order to offer our great prices and huge variety of products, we can not stock every single item that we sell. Some gear is shipped from our vendors only after a customer places an order. These are typically listed as being available in 2-4 weeks. On such products, you can be assured we will get the item to you just as quickly as possible.

Q. Why did my order ship USPS, rather than by FedEx Ground?
A. Due to size or weight, certain items may be shipped by USPS rather than other ground shipping methods. You should still expect delivery within 3-7 business days.

FAQ - Product

Q. I received my product damaged. What do I do?
A. We professionally package our products to ensure that they reach you in the best condition. If your product is damaged, please save all packaging and email support@nationalmusicsupply.com We will respond to your claim on the following business day to resolve the matter. If your package has visible damage please inspect before accepting.

Q. Can I change the color or size of my item?
A. Sorry, the color or size of the item can effect the ending price. We cannot change the color or size on ended auctions. Additionaly, eBay policy does not permit color or size options on auctions.

Q. Is my item teacher approved?
A. Yes, each of our instruments have been approved by 1000's of music teachers nationwide.

FAQ - General

Q. What is your return policy?
A. If a refund is desired, and it's within 30 days of receipt, we will refund your full purchase (less shipping and handling) minus a 20% restocking fee. Shipping costs are not refundable! Return shipping costs on any and all returns or exchanges will be the buyer's responsibility. Should an exchange be desired instead of a refund, the warranty will not cover the labor or shipping costs incurred. Please contact us with any questions or concerns in advance.

For a complete summary of our return policy, click here.

Q. Does everything in the picture come with the auction?
A. Yes, unless otherwise stated in the description which can be found here.

Q. Why can't I know what the reserve price is?
A. The 'Reserve Auction' is a great way to reduce time in the buying/selling process. In a 'Reserve Auction', the price that seller will take for the auction is set and undisclosed. When a buyer is interested, they bid an amount that either meets the 'Reserve' price or they are informed that the amount they bid was insufficient.

Q. What is a "Dutch Auction"?
A. On a "Dutch Auction", there are multiple amounts of an item available. The number of items available dictates the amount of winners possible. One of the most appealing options about the "Dutch Auction" is that the top winners all pay the lowest price bid by the lowest winning bidder. If you only want one (1) of these items, only bid on one (1) and you will only pay shipping on one item. You may want to go to eBay and view the FAQ (Frequently Asked Questions) under 'Dutch Auction'.

Q.What does "Exclusive Item" mean?
A. We maintain an exclusive agreement with “Titan”, “Victory by Titan”, “Rockland Drums”, “Rockland Guitars”, “Victory Band” and “Victory Orchestra” instruments. This means we are the ONLY online dealer of this product on the entire internet. You will not find these products anywhere else on the internet.