Ordering, Shipping & Returns

Thank you for shopping with Concord Musical Supplies. Since 1979, we've specialized in strings and accessories for violin, viola, cello, and bass players. The information below explains our shipping, return, and refund policies. If you have any questions before placing an order, we're always happy to help.

Shipping

• Time-Sensitive Orders: If your order needs to arrive by a specific date, we'll be happy to confirm product availability and recommend the shipping method most likely to meet your deadline. Please contact us before placing your order.
• Free Shipping: Orders over $50 ship free within the contiguous U.S. Shipping rates to Alaska, Hawaii, and U.S. territories are calculated at checkout. Cases ship only within the contiguous U.S. Please contact us if you need a case shipped elsewhere.
• Order Processing: Most orders placed before 2:30 PM ET ship the same business day. Some items may require additional processing time, particularly products that are stocked on an as-needed basis as noted in their product descriptions.
• Inventory Availability: Our website does not display live inventory. If an item is unavailable, we will contact you to discuss your options. If your order includes expedited shipping and an item cannot ship immediately, we'll contact you before processing your order.
• Shipping Methods: We offer several shipping options during checkout. Most small orders ship via USPS Ground Advantage. Tracking is provided, but delivery dates are estimates and are not guaranteed. USPS Priority Mail is faster but also does not guarantee delivery. USPS Priority Mail Express and UPS Next Day Air include guaranteed delivery dates. If the carrier misses the guaranteed delivery date (excluding weather and other service disruptions), shipping charges are generally refundable.
• UPS Services: UPS requires a street address and counts only business days. For example, a package shipped via UPS 2nd Day Air on Thursday is typically delivered on Monday. UPS Ground transit times may be estimated using our UPS Ground service map.
• Shipping Address: Please verify your shipping address carefully before completing your order, especially if you are traveling or shipping to a temporary location. We are not responsible for packages that are delayed, misdelivered, or returned because an incorrect or incomplete shipping address was provided at checkout. Any additional shipping charges required to reship the order are the customer's responsibility.

International Orders

• We no longer offer direct international shipping.
• Forwarding Services: If you use a freight forwarder or another party forwards your order outside the United States, our responsibility ends once the package has been accepted at the U.S. delivery address. We are not responsible for merchandise that is lost or damaged after it has been accepted by the forwarding company. Any claims for loss, damage, or missing items after that point should be directed to the forwarding company or other party responsible for the shipment.

Returns & Refunds

We hope you will be happy with your purchase. Because we sell new merchandise, returned items must meet the conditions outlined below. Please review these policies before requesting a return.

• Return Eligibility: Most unused merchandise may be returned within 14 days of delivery, unless otherwise noted in the product description. Returned items must be in new, resalable condition and include all original packaging, accessories, and informational materials. If merchandise or its packaging is returned in a condition that prevents us from reselling it as new, we may deduct an appropriate amount from the refund to account for the reduction in value.
• Items with Special Return Policies:
  • Chinrests must be returned within 7 days.
  • Shoulder rests and other fittings are non-returnable for hygienic reasons.
  • Used merchandise cannot be returned.
  • Gift cards are non-refundable.
  • Cello cases are final sale due to the high cost of shipping.
• Order Cancellations: Orders canceled after payment has been processed but before shipment are subject to a 4% processing fee. The payment processing fees charged to us on the original transaction are not recovered when an order is canceled. If you no longer want your order, we are happy to issue store credit instead, which is not subject to the 4% fee. While we will make every effort to honor cancellation requests before shipment, we cannot guarantee that an order can be stopped once processing has begun.
• Strings: Because string performance varies from instrument to instrument, installed strings cannot be returned because they are not a good match for your instrument or playing style. Please inspect your strings upon receipt for any visible defects and contact us before installation if you have any concerns.
• Rosin: Rosin is a natural product that may soften or change shape in hot weather. We package rosin carefully for normal shipping conditions, but we cannot control temperatures during transit or after delivery. During periods of extreme heat, we may delay shipment from New Jersey for your protection. Please consider your local weather conditions when ordering.
• Missing or Damaged Items: Please inspect your order promptly upon arrival. If any items are missing or damaged, notify us immediately so we can assist while carrier claim deadlines still apply.
• Return Authorization: All returns must be approved in advance. Please contact us by phone at (201) 585-0095 or email concord@concordmusic.com to obtain a return authorization number.
• Refunds: Return shipping costs are the customer's responsibility. Original shipping charges are non-refundable. If your order qualified for free shipping, the actual shipping charges we incurred will be deducted from the amount returned to you. A 4% processing fee applies to returned orders because we do not recover the payment processing fees charged on the original transaction. Refunds are issued to the original payment method after we have received, inspected, and approved the returned merchandise.
• Return Shipping: Please package returned merchandise carefully with adequate padding and protection. We recommend purchasing shipping insurance for valuable returns, as we cannot issue refunds for items that are lost or damaged during return transit.

Delivery Issues

• If your tracking shows that a package has been delivered but you cannot locate it, please contact your local post office or UPS office immediately. We are happy to assist, but carriers are generally able to resolve these situations more quickly when contacted by the recipient.
• Please notify us within two days of the recorded delivery date if your package cannot be located. We will do our best to assist while carrier investigation deadlines still apply.
• We cannot be responsible for packages that are lost or misdelivered because an incorrect shipping address was provided during checkout.

Contact Us

Concord Musical Supplies
P.O. Box 156
Leonia, NJ 07605
Phone: (201) 585-0095
Email: concord@concordmusic.com