Is it safe to have a case shipped to me?
Absolutely. We use FedEx, YRC, or USPS to deliver your package. All of the items we ship are packaged carefully and fully inspected to insure that the merchandise arrives in perfect condition. Shipping Damage - Although unlikely, on occasion, an item gets damaged while in transit. If you receive an order and you believe there is shipping damage, call a XSPRO team member immediately. If necessary, XSPRO will handle the freight damage claims process and also provide you with replacement options. Usually when a box shows some wear and tear, the product inside is in perfect condition. Please be sure to inspect the contents. The shipping carton and packing materials are designed to protect the product from normal shipping and handling.
What if the item I buy is defective?
Products with manufacturer defects are rare. If you receive a product that you believe is defective, call XSPRO immediately to speak with a product specialist. If necessary, a return authorization and a return service label will be provided to ship the defective item back. The product will be returned to the manufacturer or to our facility and a replacement will be shipped to you (if a replacement is available). Upon inspection, if we determine the product failed within 30 days of purchase, XSPRO will cover the freight cost to have the replacement shipped to you.
***Please Note: Oversize items need to be repaired locally whenever possible. A XSPRO team member can help you find a nearby service center.
What if I don't like it?
If you are not satisfied with a product, you may return it for a refund, store credit, or you may want to exchange it for another product. Returned products will be refunded the sale price indicated on your sales receipt minus shipping costs and any restocking fees (if applicable). If your purchase qualified for XSPRO's Free Shipping Promotion, the actual shipping cost will be subtracted from your final refund/credit. Please note, if you decide to return an instrument but keep the bundled accessories, your refund will be reduced by the regular advertised price of the non-returned items. To receive an RMA (Returned Merchandise Authorization), you MUST call a XSPRO team member within 30 days of the purchase date at 855-655-9770.
- Products must be returned in the manufacturer's original package and internal packaging. Accessories, software and manuals MUST be included. Incomplete returns may be refused or subject to a re-stocking fee. (minimum 25% of the purchase price)
- Pack your return securely and insure it. Put the RMA number on the shipping label. Packages without a valid RMA number posted will be refused and returned.
- Returned product should be in "new" condition.
- Returned product that shows wear or abuse will either be refused or subject to a restocking fee. (minimum 25%)
- Please do not write on the original manufacturer’s box.
- Returns should be received within 14 days of the date the RMA was issued. Allow 10 days for refund to be administered after we have received the return.
Non-Returnable Items - We do our very best to help customers when they request to return an item. Customer service is our first and foremost concern. However, there are a few items that are non-returnable. These items include: International Shipments/ Special Ordered Items/ Custom Built Items/ Items shipped via FedEx Oversize/ Warehouse Clearance items/ Used Items.
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying. Some of the products that we sell cannot be shipped to certain countries. Please call our Toll-Free number, 855-655-9770 for a shipping quote on international shipments. Sorry, but WE CANNOT declare a different amount on the customs form, or mark items as a gift.
Product warranties are offered from the manufacturer. We will assist you in obtaining warranty service on any item you purchase from us. If your item arrives damaged or does not work, please contact our office immediately. For details on a specific product warranty, please consult the manufacturer's website.
We offer FREE Ground shipping for orders of $50 or more. Free Shipping in USA applies for Continental United States only. The Free shipping promotion does not include Alaska, Hawaii, Puerto Rico, APO's or any international address. If you reside outside the US, or in Alaska, Hawaii, or Puerto Rico you can use the Shipping Calculator by putting an item in your Cart and clicking 'Get a Shipping Estimate' on the View Cart page. You can also contact us for a shipping quote or see live rates at Checkout.
We ship all international guitar pickup orders via USPS. If you need your guitar pickups by a certain date, and you live outside the US please contact us for a Fedex shipping quote. Most larger international packages ship via Fedex, but we can ship items via USPS, if requested. If you would like your package shipped with a certain carrier, please contact us for a specific shipping quote.
Most items have a fixed shipping amount posted in the listing. No brokerage for international express shipments. If the listing says "Buyer pays shipping", we will calculate the shipping charge based on quoted rates to your ZIP code.
Most packages are shipped within 1 business day.
See the specific item description for details. PLEASE NOTE: International buyers are responsible for any customs/brokerage/duties/fees and/or taxes charged by your country or the shipping company. Free shipping offer does not apply to orders delivered outside of the continental USA.
DELIVERY TIME AND TRACKING INFORMATION
Tracking numbers will be emailed as soon as they are available, almost always within 24 hours of cleared payment. If your item was shipped FedEx, it can take up to 1-6 business days for delivery to your address. USPS Priority Mail generally takes 3-5 business days but it is not guaranteed. International orders usually take 7-10 business days to arrive in your country, and then it is up to your local Post Office or delivery company to deliver the item.
Can I ship my purchase to another address besides my billing address?
Yes. You will need to either contact us in the order comments, by email or by phone to let us know that you need to ship to a different address.
What information do we collect?
We collect information from you when you register on our site, place an order or subscribe to our newsletter. When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways: a)To process transactions Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested. b)To send periodic emails The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc. Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
California Online Privacy Protection Act Compliance
Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent. As part of the California Online Privacy Protection Act, all users of our site may make any changes to their information at anytime by logging into their control panel and going to the 'Edit Profile' page. Childrens Online Privacy Protection Act Compliance We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.