Contents

• Thank you!
• Shipping Policy
• Processing Time Before Shipping
• FREE Shipping to the Continental US
• Shipping to the Rest of the US
• Shipping to the Rest of the World
• 14-Day Return Policy
• Restocking Fee
• Damages and Issues
• Exceptions / Non-Returnable Items
• Exchanges

Thank you!

We are confident that the quality of the products, the customer service, our policies, and the overall value we provide will delight you. We are a very small business, staffed by real people who like to share positive experiences with our customers and with each other. It is truly important to us that you enjoy doing business with us. For more info about who we are and how we think, see About.

We hope you will never have to worry about shipping details or return policies, but they are critically important to everyone involved. They help us ensure that both you and we are treated fairly. On this page you can find our policies in plain English, with no fancy language or lawyer-speak. If there is anything that is unclear, please contact us at support@clevelandmusicco.com so we can sort it out.

Thank you in advance for helping us uphold these policies, and for being a Cleveland Music Co. customer!

Shipping Policy

Processing Time Before Shipping

Please allow up to 1 business day for your order to be processed for shipping. Orders that are received after 12PM Eastern Time are considered to be placed the next business day. We make every effort to fulfill orders as quickly as is responsible. We are humans with human hands and human brains. It takes a little time to assemble your order and make sure we get everything right.

Successfully placed orders will trigger an email confirmation with the order details. This usually happens within a few minutes of placing your order. If you do not receive an email, check your spam settings or contact us for confirmation.

If you need assistance with your order after it has been placed, contact us immediately at support@clevelandmusicco.com. We cannot make changes to an order after it has shipped.

Please make sure your mailing address is correct. If an order is returned to us due to an incorrect mailing address, we can only refund the order less the shipping costs and ask you to resubmit your order.

We ship from Vermilion, OH.

FREE Shipping to the Continental United States on Qualifying Orders

For orders over $100 USD, we offer free shipping to the continental United States. USPS estimates—but does not guarantee—2-8 business days for domestic delivery, depending on your locaion. If you live down the street from us in Ohio, you’ll get it faster than if you live in California. In practice, we typically see 2-5 business days for delivery times in the continental US, but this is not a guarantee and can fluctuate.

If you need your order to arrive sooner than the free shipping delivery estimate, you may choose from several shipping providers, rates, and estimated delivery times during checkout.

If your order total is less than $100 USD, we do not offer free shipping. You will be presented with a choice of shipping providers, rates, and estimated delivery times during checkout.

Shipping to the Rest of the United States and Outlying Territories

If your location is Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, U.S. Virgin Islands, Armed Forces Americas, Armed Forces Europe, or Armed Forces Pacific, during checkout, you will be presented with a choice of shipping providers, rates, and estimated delivery times. We get real-time quotes directly from USPS, DHL, and UPS. The options are sorted from lowest rate to highest. We will use the provider and rates you select.

Shipping to the Rest of the World

In addition to the US, we currently ship to Canada and Mexico. European Union and United Kingdom customers can use our Reverb.com store. Reverb handles VAT calculation, collection, and remittance, which simplifies the process for both you and us.

If your country isn’t listed here, just let us know! Tell us where you’re located and which product you’re interested in. We will research shipping costs, tax, and customs regulations specific to your country. Please note that some countries have strict import regulations or higher taxes on products coming from the US. We’ll do our best to navigate these and make our products available to you via our Reverb store.

14-Day Return Policy

We have a 14-day return policy, which means you have 14 days from the day you receive your item to request a return. The delivery date in the order tracking details is considered the day you receive your item.

To be eligible for a full refund from your return, the item must be in the same condition that you received it, unworn with no visible signs of use, and in its original packaging. You’ll also need the purchase receipt or original packing slip so we can verify your purchase. We will only accept returns of items purchased from our e-commerce store, and only from the original purchaser.

To start a return, simply contact us at support@clevelandmusicco.com. If we can’t make you happy any other way, we will send you a pre-paid return shipping label. Items sent back to us without first requesting a return, or with a shipping label we did not provide will not be accepted.

We will notify you once we’ve received and inspected the returned item. If the condition is acceptable, you will be refunded the amount of the item, less any premium shipping option fees on the original order. “Premium shipping option” means any non-free option that you elected to pay for on the original order. If you used free shipping on the original order, we will not deduct any amount from your refund.

The refund will be issued on the original order payment method within 2 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. We cannot issue refunds by any other payment method.

If more than 10 business days have passed since we’ve approved your return, please contact us.

You can always contact us for any return question at support@clevelandmusicco.com.

Restocking Fee

If a returned item shows visible signs of use or wear, a restocking fee of 15% of the original purchase price will be deducted from your refund. “Signs of use or wear” includes scratches, soiling or residues, excessive dirt and dust, or any damage not reported to us when you received the order. We are a small company and it’s important that we are fair with each other.

Damages and Issues

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item. We will do everything we can to make things right.

Exceptions / Non-Returnable Items

• We cannot accept returns of items that have been modified in any way. This includes changed or missing knobs or other hardware, removal of serial numbers, replacement or addition of electronic components, or any paint, marker, or stickers applied to the product.
• We cannot accept returns of any kit product once you’ve started to assemble it.
• We cannot accept returns on gift cards, or purchases made with gift cards.

Exchanges

We cannot offer direct exchanges at this time. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.