Web & Mail Order FAQ

Can I order items from your store?

Yes! Our instruments, amplifiers, effects pedals, group classes, and concerts and events are listed on our website and may be purchased directly using the “Add to Cart” button. You may also purchase these products, as well as accessories, books, DVDs, and other products, by calling us toll-free at (866) 634-1662.

Where do you ship?

We mostly ship within the continental United States. For international shipping, please call for an estimate.  Due to legal restrictions, we currently do not ship internationally instruments which contain pearl or rosewood.

What shipping service do you use?

We ship via UPS for all instruments and most orders. For smaller non-instrument orders, such as accessories, books, and DVDs, we can ship via the U.S. Postal Service (USPS). Please call for a quote.

How do you calculate the shipping cost for web and mail orders?

The estimated shipping cost is based on the weight, size of the box, and insurance for the retail value of the instrument as quoted by UPS, our primary shipping agent. Special handling charges may apply for some shipping locations or unusual items.

Do I have to pay tax on the instrument or for shipping?

If you are in the state of Washington, 10.1% sales tax is added to the cost of the instrument and to shipping. If you live outside the Seattle area, we recalculate the correct tax rate for your municipality before finalizing the sale and charging your credit card. For out-of-state sales, we charge the appropriate sales tax as required by current laws.

What type of payment do you accept?

We accept Visa, MasterCard, bank wire transfer, money order, and personal or bank checks. For purchases by credit card and wire transfer, we ship as soon as payments are received. For payment by money order or check, we will ship as soon as payment has cleared at our bank.

What are your return policies for web and mail orders?

Call us within 48-hours if you wish to return the instrument. We will refund the amount of the instrument less the cost of shipping and a 3% restock fee, if purchased by credit card. Instruments must be shipped back to Dusty Strings, fully insured, in the same box, packaging, and via the same shipping service (UPS or USPS) through which we shipped it. We will process your refund only after we have received and inspected the instrument. Please give us a call for details on how to safely pack your instrument for shipping. Important: If an instrument is returned to Dusty Strings and arrives damaged due to inadequate packing, the customer is responsible. We will notify you if the instrument arrives damaged.

What if my instrument arrives damaged?

Keep in mind that hundreds of instruments get shipped daily around the country and arrive safely. This is due to the design of the box and how it is packed. If the instrument arrives damaged, call as us as soon as possible and we’ll issue a damage claim with the carrier. Damage claims must be issued within 48-hours of delivery. You must save the box and all packing material as the carrier requires inspecting before honoring any claim. Not saving the box and packing material may compromise your or our ability to be compensated for any damages.

Can I special order something?

We welcome inquiries about special or custom orders for instruments and cases (including Calton cases), as well as books, DVDs, and accessories. For most standard instruments, you must provide a minimum 25% non-refundable deposit with the balance due when the instrument is ready for shipment or pickup in our store. Higher deposits, up to full non-refundable advance payment, may be required if an instrument is unusual or has unique custom features, such as your name inlaid on the fretboard or a pearloid headstock veneer. Special orders for books, DVDs, and accessories may be limited due to availability or minimum ordering requirements of our vendors. Please call to check on availability, prices, and delivery dates.

More questions?

Please call us toll-free at (866) 634-1662. There's always someone who can help Monday - Saturday 10:30 AM - 6:00 PM and Sunday 12:00 PM - 5:00 PM.

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