Regular office hours are Mon-Fri, 9-5 EST. Shipping Department hours are Mon & Tues. 9-4; Wed-Fri, 9-2 EST (USPS daily pick-up is 2:00 EST, UPS daily pickup is 3:00 EST). Please visit www.theSTRATosphere.org to view all the items we have available on eBay 24/7! New items are listed daily!
Q1. Will you combine shipping cost on multiple items?
A. Yes, on most items we will. Once you have finished shopping please click on the request total button and we will send you an invoice (Examples of some items that cannot be combined: multiple hardshell cases, multiple lots of gig bags, a neck and body, a neck and pickguard, a neck and gig bag). Please allow two business days for your request to be processed and note that we require payment within 7 days from the sale date.
Q3. I have paid for the item(s) I won. Can you hold off shipping while I bid on other items and then combine shipping when I am done?
A. Once payment has been received the item(s) will not be held. We are penalized by eBay is we do not ship within one business.(For combined shipments please click on the request total button when you have finished bidding and we will send you an invoice).
Q4. I recently paid for item(s) that I won. I have just won more items. Can you combine my new wins with the other order and send everything together?
A. Once payment has been received the order goes directly to shipping for processing and is no longer eligible to be combined with other items (For combined shipments please hold off paying until you are ready to checkout, please note- we require payment within 7 days from the sale date). At that time click on the request total button and we will send you an invoice within two business days).
Q15. What carrier do you use for shipments within the United States?
A. Necks, bodies, hardshell cases and multiple gigbags are sent via UPS, all other items are sent via USPS (any items being sent to a P.O. Box, Military Base, Hawaii, Alaska or Puerto Rico are sent by USPS) **PLEASE NOTE- There is a surcharge for hardshell cases shipping to a P.O. Box, Military Base, Hawaii, Alaska or Puerto Rico for Priority Mail. If the surcharge is not paid the case will ship by Parcel Post.
Q17. Can I have my item(s) shipped to a different address than the one listed on my payment?
A. For security reasons we will only ship to the confirmed address provided with the PayPal payment. There are absolutely no exceptions to this policy. We are not responsible for any lost or delayed deliveries due to the wrong address being provided with payment. This policy is in place to protect both parties. Top
Q18. The address I provided with my payment is incorrect. Can you change/correct the address when you ship the order?
A. We will only ship to the confirmed address provided with payment. We are not responsible for lost or returned packages due to an invalid address. If the package is returned due to an incorrect address we will refund the purchase price and relist the item(s). If the buyer contacts us prior to the return of the package and specifies that they still want it they will be required to cover postage for the package to be shipped again once it is returned to us. If the package is lost due to an invalid address we cannot be held accountable.
Q19. My package has been returned to you. What happens now?
A. If the package was returned because it was unclaimed we will refund the purchase price and relist the item(s). If the buyer contacts us prior to the return of the package and specifies that they still want it they will be required to cover postage for the package to be shipped again once it is returned to us. If the package is being returned due to an incorrect or insufficient address see Q18.
Q20. I have just paid for my item(s). When you ship my order can you.....?
A. Any information you would like to communicate to us in regards to the shipment of your order must be in the notes field on your payment. We will do our best to meet the requests stated. Since we normally ship within one business day, if the information is sent in a separate message we may not read the message in time before the order ships..
A. You can locate the shipping cost by scrolling down to Shipping and handling in the listing and select the appropriate country from the drop down box. The S & H rates specified are firm (New England Buyers see Q5, Buyers bidding on multiple items see Q1 and Q2).
Q26. What carrier and method do you use to ship outside of the United States?
A. We ship via USPS for all international orders. All shipments to South America and Europe, with the exception of the UK will be sent via USPS EMS. MOst orders shipping to Canada, United Kingdom, all of Australia, and Asia that are under $100.00 will ship via Airmail/Priority Mail. All international orders that are $100.00 or more will be sent via USPS EMS. USPS EMS rates start at $32.00 for Canada and $41.00 for Australia, Europe, Asia and South America. Rates and shipping methods stated are non-negotiable (Buyers bidding on multiple items see Q1 and Q2).
A. South America and Europe, with the exception of the UK, order will be sent via USPS EMS: $41.00.
Buyers in Canada, United Kingdom, Australia, and Asia if purchase price is under $100.00 order will be sent Airmail: $12.00. If purchase price is $100.00 or more then order will be sent via USPS EMS - Canada: $32.00, Australia, Europe, and Asia: $41.00.
Q35. I live outside of the United States. How long will it take for my item(s) to arrive?
A. Normally delivery takes about 2 weeks. However, delivery can be delayed for a number of reasons and packages can take longer than expected to arrive. This is completely normal and we kindly ask that you take this into consideration when making a purchase.
A. The purchase price of the item will be refunded if the item is in transit back to us within 14 days of the date delivered and in the same condition as it was received. For more details on returns please message us through the eBay system.
Q41. You have sent me a refund. Why are you sending me payment reminders?
A. When a refund is sent through PayPal it marks the item as unpaid which triggers the automated payment reminder emails. You will then receive an email for mutual closure (please do not be alarmed as it will say payment dispute) asking you to agree. Once you acknowledge that you agree the transaction is closed.
Availability, Buying in Bulk, Buying Direct, Buy it Now
Q42. How do I find…?
A. If there is a particular item you are looking for please utilize the Matching Categories and Store Search box located on our storefront at: www.TheStratosphere.org. Make sure the “in titles and description box” is checked. Enter keywords regarding the type, model, wood, style, color or finish in the search box to find what you are looking for. Such as: Strat, Tele, Jazz, Precision, Mustang, Jaguar, Deluxe, Standard, Highway One, Reissue, Custom Shop, Clapton, Johnson, S1, Noiseless, Texas Special, Tex Mex, Humbucker, Hot Alnico, Schaller, Gotoh, Rosewood, Maple, Alder, Ash, Vintage, SSS, HH, HSS, V, C, U, 7.25, 9.5, 12, 21 fret, 22 fret, Medium, Jumbo, Black, White, Sunburst, Blue, Red, Gold, Nitro, Satin .......
Using key words in your search will make it easier to find exactly what you are looking for.
Q57. Will any Fender neck fit on any Fender body as long as they are the same type (ie: Strat with Strat, Tele with Tele etc…)?
A. We can't say for sure. Many people mix and match different models, but it may require additional setup. We personally wouldn't recommend it. For the most part, it is safer to match American w/ American, Mexican w/ Mexican, Japanese w/ Japanese etc... However, this does not guarantee that there will not be any issues pairing different models that were manufactured in the same country. Before attempting, we strongly suggest consulting with a Luthier.
Q63. What is the mounting hole spacing and string hole spacing on this vintage Strat tremolo?
A. 50’s/54/57/58/60’s/62/65/66/68/70’s/72 Reissues, Deluxe Player, Stevie Ray Vaughan, Eric Johnson, Kenny Wayne Shepherd, Robert Cray and Ritchie Blackmore models have 2 3/16” mounting and string hole spacing. The Mexican Buddy Guy model, Lonestar, Roadhouse, Blacktop, Road Worn Player, Modern Player Marauder and Mexican Vintage Style Synchronized Tremolos have 2 1/16” mounting and string hole spacing. The USA vintage has 2 3/16" mounting hole spacing and 2 1/16" string hole spacing.
A. Most auctions list the make of the part in the details section. Note: 1952/54/57/62/65/67/68/69/70's/71/ 72 Strat/Tele reissues are made in the USA or Japan- check the description for the make. The Showmaster, Lite Ash and Koa are Korean models. The Standard and Deluxe Player are Mexican models. Note: 50's/60's/70's/72's are made in Mexico unless otherwise stated.
Q73. I won/committed to buy this item, but I no longer want it. Will I be penalized if I don’t pay?
A. When you enter a bid or commit to a Buy it Now item you are entering a binding contract and we hope you will follow through and complete the transaction by paying for the item. However, if you choose not to we will relist the item and depending on the circumstances your account may be blocked.
Q74. I won and have paid for this item. It has not shipped yet, but I no longer want it. Can I get a refund?
A. If we read your message before the order ships we will issue a full refund and relist the item. Since we normally ship within one business day we may not read your message in time to stop shipment. If this happens you can return the item for a refund.
A. We do not swap items. When you bid or buy an item you are entering a binding contract and we hope you will follow through and complete the transaction by paying for the item. However, if you choose not we will relist the item and depending on the circumstances your account may be blocked.
Q78. I have received my order and there was something wrong with the item. I had it repaired. Will you send me a partial refund for the repair?
A. Under no circumstances will we send a partial refund for merchandise that has been repaired without our authorization. Once an item has been modified from the condition it was received in a partial refund or the option to return the merchandise for a replacement or refund is null and void.
Q79. I have some questions. Do you have a phone number I can call and speak with someone?
A. Due to the number of questions and comments we receive daily we have found that utilizing eBay’s “ask the seller a question” and email contact are the best means of communication to help us provide our customers with the service they need. We respond to as many messages as we can and as quickly as possible. Please allow up to three business days for a reply.