Frequently Asked Questions
Find the answers you are looking for.
- Orders & Products
- Returns & Exchanges
- Instrument Rentals
- My Account
Orders & Products
- How do I make changes to or cancel an order?
- Can I special order an item not found on the web site?
- I never received confirmation of my order. What do I do?
- Do you have a toll-free number to place orders?
- Is there any way I can combine the order that I just placed with one that I placed earlier?
- When will I be charged?
- What are my payment options?
- Can I use more than one credit card to pay for my order?
- Can I pay for my order with cash?
- What is involved with your verification process?
- Do you charge tax?
- How long will the current Web Specials last?
- What is Music & Arts Warranty Policy?
- I did not get a warranty card with my instrument. Would you please send me one?
- Why do some items have a "Call for Price"?
- How do I know if an item is in stock?
How do I make changes to or cancel an order?
You can make changes to your order at any time during the order process before you give final confirmation of the order. After your order has been submitted, you can change or cancel the order by contacting Customer Service. There may be a delay while your order downloads into our order database. Once it does, we may make any corrections necessary to the order. To provide the quickest possible delivery of your merchandise, we process in-stock orders immediately. As a result, we cannot make any changes to your order after the credit card verification process has been completed. To make a change or cancel an order, please call our Customer Service representatives at 888-731-5396. Please have your Order number ready to ensure timely processing of your request.
Can I special order an item not found on the web site?
In general, if we carry products from a specific manufacturer, we may be able to special order other products from them as well. To inquire about special ordering an item, email us or call us at 888-731-5396.
Please note that special orders are subject to the following conditions:
- Special orders are non-returnable unless the item is defective. In the case of a defect, it will be exchanged for the same item
- Special orders are billed at the time the order is placed
- Special orders cannot be canceled once they have been placed
- Special order items take an average of 4-8 weeks for delivery but availability will vary depending on manufacturer
I never received confirmation of my order. What do I do?
Please call us at 888-731-5396 to verify that we have your correct email address on file. Have your order number ready. Our Customer Service representative will be happy to check on the status of your order and provide you with any tracking information available.
Do you have a toll-free number to place orders?
Ordering from Music & Arts is easy! Call Toll Free 888-731-5396 to order from anywhere in the continental United States, Alaska and Hawaii. We are here Monday - Friday 8:30am-9pm EST and Saturday 10am-6pm EST. We look forward to receiving your order.
Is there any way I can combine the order that I just placed with one that I placed earlier?
Unfortunately, no. Orders are processed as they are received and it is not possible to combine them. You may be able to cancel both orders and place a new one. Please contact Customer Service at 888-731-5396 to see if this can be done. Be aware that this may delay the processing of your orders.
When will I be charged?
Upon ordering, an authorization for the full amount of the order will occur. If an item you order is in stock, your credit card is charged immediately. If an item is back ordered from the manufacturer, you credit card will not be charged until the item is ready to ship to you from our warehouse. To avoid delays in processing your order please provide the billing address and phone number that is on file with your credit card company. Orders shipped to an alternate address, meaning an address not on file with your credit card company, may result in a delay in processing.
What are my payment options?
Credit Cards: We accept Visa, MasterCard, Discover, and American Express cards.
Check/Debit Cards: We accept check and debit cards with the MasterCard or Visa logo.
PayPal: PayPal lets anyone with an email address securely, conveniently, and cost-effectively send and receive payments online using their bank account. It is free to open and send money using a PayPal account. We do not currently accept PayPal on instrument Rental Accounts.
Can I use more than one credit card to pay for my order?
We can split the charges for your order between two or three credit cards online. If an order is to be placed with more than three credit cards, it must be placed by phone. Simply call us and a sales representative will be happy to help you.
Can I pay for my order with cash?
Cash is not a payment option that we accept online or through the mail at this time. You may pay with Visa, MasterCard, American Express, Wells Fargo Card, or PayPal (excluding instrument rentals). For more information, please call us at 888-731-5396.
What is involved with your verification process?
All orders are subject to a 24hr verification delay while we confirm your billing information with your financial institution. This is to protect our customers from credit card fraud and identity theft. To help expedite this process, please ensure that the billing address and phone number you have given us matches the one that is on file with your financial institution.
Do you charge tax?
We are required to collect sales tax on all orders except those shipped to the following states: Alaska, Hawaii, Oregon, Montana, North Dakota, New Hampshire, Delaware and Wyoming.
How long will the current Web Specials last?
All current internet prices, specials, sales, blowouts, closeouts, and other special offers may change at any time with no advance notice. Act now to take advantage of our amazing web specials!
What is Music & Arts Warranty Policy?
Music & Arts is an authorized dealer for all brands we carry on our site and all brand new items come with a manufacturers' warranty. You have 2 options should your instruments need warranty repairs covered by the manufacturer:
- Use a local repair shop for warranty services
Visit our stores to arrange for warranty services facilitated through our network of repair facilities.
- Send it to us for warranty services
For band and orchestra instruments you have purchased, you also have the option to send the instrument to Music & Arts and we will take care of the warranty repairs. You are responsible for shipping charges to and from Music & Arts. We recommend that you insure your package as well. Please be aware that your repair could be delayed if we have to send it back to the manufacturer for warranty service. Please contact Customer Service for instructions.
If you have an electronic product warranty issue, do not send it to Music & Arts. Please refer to the manufacturer's warranty information should you need to have warranty repairs made.
- Use a local repair shop for warranty services
I did not get a warranty card with my instrument. Would you please send me one?
Unfortunately, we do not have warranty cards to send out. Note that many manufacturers no longer include warranty cards with their products. All you will need for proof of purchase for warranty work is your original invoice that was included with your shipment, so keep it in a safe place. In addition, most manufacturers now have online product registration through their websites.
Why do some items have a "Call for Price"?
Some of our prices are so low that manufacturers have requested that we not post them on our web site. Call us at 888-731-5396 for the latest info or to place an order.
How do I know if an item is in stock?
All Music & Arts items are clearly marked if they are in stock under the heading of "availability" on the product page. Once you submit your order, you will receive an e-mail confirmation that provides a link for tracking the status of your order. You can access your order history and order status by clicking on My Account. Or, you can call us or contact us.
We fill orders on a first-come, first-served basis. We try to update our website with the most current stock information available. Occasionally there may be orders pending before you place your order and the web site is not yet updated to reflect this information. Sometimes, if orders are placed simultaneously for the same product the item may suddenly become unavailable. In this case, a backorder notice will be sent immediately.
- What qualifies for free shipping?
- How do I track my order?
- Can I track an order that shipped via United States Postal Service Priority Mail?
- When will my order ship?
- My order contains items that are in stock and items that are backordered. When will my order ship?
- Why did my order ship USPS Priority Mail, rather than by UPS?
- Why do some of your products consistently require a 2-3 week wait for delivery?
- Do you ship to APO and FPO addresses?
- Can I have my order shipped to an address other than the billing address?
What qualifies for free shipping?
Thousands of Items Ship Free at Music & Arts *
Free Shipping Rules:
- Valid on web and phone orders
- Good for free ground shipping to the lower 48 US states
- Excludes oversized items and shipments to FPO/APO addresses
- Qualifying items are clearly marked with the following text in this format: FREE SHIPPING!
- Regular shipping charges apply for all other items. All web and phone orders over $25 automatically receive free ground shipping*, with no weight exclusions (does exclude international and APO/FPO shipments and instrument rentals). Free shipping is valid with purchase only. This is a limited time offer that can be changed at any time.
* Does not include rental instruments
How do I track my order?
Quick Order Tracking: Registered and Non-Registered users may look up an order without logging in by entering your zip code and order number using Track My Order.
Registered User Order Tracking: Registered users may track your order status and obtain order history detail any time by logging in and navigating to My Account in the menu above.
Can I track an order that shipped via United States Postal Service Priority Mail?
Unfortunately, package tracking is not a service we offer on our USPS shipments. Most orders shipped via USPS Priority will arrive within 3-7 business days. We apologize for the inconvenience.
When will my order ship?
Shipping Guarantee: Verified orders for in stock items received by 2pm Eastern Time Monday-Friday ship same day. If we fall short of our delivery guarantee, please contact Customer Service at 888-731-5396 and we will be happy to refund your shipping charges.
- Next Day Service to Lower 48 US States: Delivered next business day after clearing verification, guaranteed.
- 2 Day Service to Lower 48 US States: Delivered within 2 business days after clearing verification, guaranteed.
- 3 Day Service to Lower 48 US States: Delivered within 3 business days after clearing verification, guaranteed.
- Standard ground to Lower 48 US States: Delivered within 7 business days after clearing verification, guaranteed.
Note that your selected class of service must be available with UPS. The day your order is placed does not count as the first business day. Freight and USPS orders are not included in the Shipping Guarantee. This offer excludes APO, FPO, and PO Boxes which must ship USPS.
Our ground shipping is sent via UPS or USPS. Oversized items must ship via truck.
Please allow extra time for shipments to Alaska and Hawaii.
For oversized items shipped via freight, or for deliveries outside of the contiguous US - call for delivery times.
For instrument rentals, see the
About the Instrument Rental Plansection above.
My order contains items that are in stock and items that are backordered. When will my order ship?
The in-stock items on your order will ship right away. We will then ship any backordered items as we receive them. Please note that this does not increase your shipping charge. If you would prefer to have the entire order held until the backordered items are available, we can certainly accommodate your request. Simply call us and we will be happy to adjust the order up for you.
Please note that if a package item (an item that comes in multiple boxes) on your order is backordered, any items associated with that package item may be held until it becomes available.
Why did my order ship USPS Priority Mail, rather than by UPS?
Due to size or weight, certain items may be shipped by USPS Priority Mail rather than other ground shipping methods. You should still expect delivery within 3-7 business days.
For shipping charges for oversized items, please contact Customer Service at 888-731-5396.
Why do some of your products consistently require a 2-3 week wait for delivery?
In order to offer our great prices and huge variety of products, we cannot stock every single item that we sell. Some items are shipped from our vendors only after a customer places an order. These are typically listed as being available in 2-3 weeks. On such products, you can be assured we will get the item to you just as quickly as possible.
Do you ship to APO and FPO addresses?
Yes, we do ship to APO and FPO addresses. We can ship United States Postal Service Priority Mail. This is the only shipping method available to United States Military APO/FPO addresses. Shipments to these addresses are subject to a longer ship time. USPS package weight limit restrictions may apply. Should you encounter any difficulty in placing your order, please contact Customer Service at 888-731-5396 and we will do what we can to assist you in placing your order.
Can I have my order shipped to an address other than the billing address?
Yes, in most cases. When an order is shipping to a different address than the billing address, we require that all the credit card information be verified with the issuing bank. This policy protects all parties from unauthorized card use. Contact your credit card company and let them know that you would like to add an alternate or authorized address. If your credit card company does not allow this, simply have them list the address in your account notes or memo area. This will help avoid unnecessary delays in processing your order.
Note that orders purchased with the Wells Fargo Card can only be shipped to the billing address.
Returns & Exchanges
- I just returned an item for exchange. How long will it take to get the new item?
- My order arrived damaged, what do I do?
- What items are Non-Returnable?
- What is Music & Arts return and exchange policy on Web Purchases?
I just returned an item for exchange. How long will it take to get the new item?
Your exchange will be processed within approximately 1-3 business days after we have received your return. Average shipping time each way is about 3-5 business days, so the overall turnaround time is about 7-14 business days. Please be aware that during times of high volume, it may take longer to process your exchange.
My order arrived damaged, what do I do?
For a return for a damaged/defective product, contact us at 888-731-5396 within 72 hours for assistance. To qualify for return shipping, you must notify us of any problems within 72 hours of receipt.
For all orders that appear to have been damaged in shipping (including Instrument Rentals), you should contact us immediately at 888-731-5396.
We will contact the carrier who delivered this and start the claim. Claims should take 3-5 days. If you need a replacement immediately please contact our customer support team to make arrangements for an Advanced Replacement Option.
Please hold on to the damaged merchandise, the box, and all the packing material. The shipper will determine if the damage is their fault, and will contact us with the outcome.
What items are Non-Returnable?
The following items are returnable only if defective OR unopened or unused: strings, reeds, tubes (amplifier tubes), earbuds, earplugs, recorders, tin whistles, flutophones, "world" wind instruments, harmonicas, raw-frame speakers, drumheads, drumsticks, turntable cartridges, fog fluid, clothing/footwear, body jewelry, cleaners, polishes, and polishing cloths. Software/soundware, cassettes, CDs, DVDs, and videos may be returned for credit only if they are in their original, sealed packaging. If defective, these items will only be exchanged for the same product.
Due to their return policies, you must contact Apple directly to repair, replace, or return Apple products. They may not be returned to us under any circumstance.
Music & Arts only accepts returns made within the first 30 days from shipment.
What is Music & Arts return and exchange policy on Web Purchases?
Returns - Online Purchases
Most of our products are backed by our 30 Day Satisfaction Guarantee. If you are not completely satisfied, you may return most items within 30 days of the shipment dated for a refund, exchange or store credit. *
100% Satisfaction Guarantee:
Music & Arts guarantees to go the extra mile to make sure you are completely satisfied. Our knowledgeable, friendly Sales Associates are dedicated to making sure you are happy with your purchase and the price you've paid.
* Does not include instrument rentals.
Exchanges - Online Purchases
Free product exchanges within 30 days:
Contact us to make an exchange. We'll set up the exchange for you and send you a prepaid label for return shipping!
Shipping for exchanged products is always free! There will be no return charge for shipping if we sent the wrong item or if it arrived damaged. Return your item to us in the original packaging. Affix the pre-paid label to your box and drop at the nearest UPS location. Be sure to cover the original shipping address on the outside carton. For your protection, be sure to retain the tracking number. Insurance is automatically covered!
Complete the bottom portion of your packing slip and place inside the box.
Returns and Exchanges - Instrument Rentals
Should you wish to return or exchange your rental instrument, please visit one of our stores or contact us at 888-731-5396 for a Return Authorization and return instructions. See the "Ongoing Support for Instrument Rentals" section for more information on returning and exchanging Instrument Rentals.
Please contact Customer Service at 888-731-5396 to obtain a Return Authorization Number for the following:
- For simple product (non-instrument rental related) returns within 30 days
- Exchanges or returns on Oversized Items
- Items in Multiple Boxes
- Items larger than 40 lbs
We recommend using FedEx or UPS when returning items, please use the original packaging and boxes. Be sure to cover the original shipping address on the outside carton. For your protection, be sure to retain the tracking number. Please insure the package for the value of the merchandise. Unfortunately, we cannot refund your original shipping charges.
Send your return to:Music & Arts
Attn: Returns Dept.
7114 Geoffrey Way, Suite A
Frederick, MD 21704
Microphones, wireless products, recording equipment (Multi track, Hard Disk, DAT, CD, Tape Recorders and Duplicators) are returnable for In House Credit (IHC) credit only. Please contact customer service for more information about an IHC.
Restock Fees (non-instrument rental related)
Items that are returned in less than new condition will be assessed a 15% restocking fee. Order shipments that are refused are subject to a 15% restocking fee.
All woodwind and brass instruments that are returned are assessed a $10.00 sterilization fee. Instruments priced over $3000.00 are assessed a $20.00 fee.
Mouthpieces and bows may be returned, but will incur a sterilization fee. All mouthpieces and bows are assessed a $4.00 fee. Mouthpieces priced over $300 are assessed an $8.00 fee.
About the Instrument Rental Plan
- How do I complete a rental agreement?
- Why do you need my child's school information?
- What if I can't locate my school in the school finder?
- What if I don't see my instrument?
- Is it better to rent or to buy an instrument?
- How long will it take to receive my rental instrument?
- Do you offer Express Shipping for Instrument Rentals?
- How long is the Initial Rental Period?
- What if I my instrument needs maintenance, is lost, or stolen?
- Why do I need a credit card to rent?
- Will I be charged for shipping if I need to return my rental?
About the Instruments & Accessories
- Is my rental instrument going to be new?
- What brand will my rental instrument be?
- What it is included with the instrument rental?
- How do I know which accessories and book(s) my child will need?
- What is in a "starter kit"?
Ongoing Support for Instrument Rentals
- Can I exchange later for a different instrument?
- How do I return my instrument?
- What if I my instrument needs repair?
- What if my child outgrows the string instrument I am renting?
Please contact Customer service for the following:
- Questions about your rental account
- You received an incorrect or damaged instrument in shipment or school delivery - please contact us within 72 hours
- Your instrument is lost or stolen - please contact Music & Arts immediately for instructions on placing a claim
Have more questions?
About the Instrument Rental Plan
How do I complete a rental agreement?
Rent Online in 9 Easy Steps!
After clicking on "Rentals" from the home page:
- Enter your zip code
- Select the student's grade level
- Select your school (if applicable)
- Select your instrument
- Select your method book and accessories
- Enter student name
- View your cart
- Choose your delivery method
Why do you need my child's school information?
Your child's teacher may prefer certain instrument brands and accessories and there is most often a required method book. We ask for your child's school to ensure you receive the correct products.
What if I can't locate my school in the school finder?
Please be sure you are searching for your school using its "full official" name, not by abbreviations that may be better known in the community. For example, a school may be known as Wright Middle, but its "full official" name may be Frank Lloyd Wright Middle School. Frank Lloyd Wright Middle School should be used to search. If you are still having trouble finding your school, please contact us at 888-731-5396.
What if I don't see my instrument?
Your instrument type may not be available for rental. Please contact us at 888-731-5396 should you have any questions.
Is it better to rent or to buy an instrument?
Renting is an affordable way to try an instrument without a purchase investment, and with no obligation to buy. Rental payments apply towards purchase of an instrument, and you can return anytime. Most importantly, you're assured of getting a quality educator-approved instrument, which allows the student the greatest chance of success. Borrowed instruments from family or friends may need expensive repairs to make them playable.
How long will it take to receive my rental instrument?
Ship to Home: The time frame you select when entering your order will determine the time it will take to receive your instrument. Rental orders that are shipped to your home and received by 2pm EST Mon- Fri will ship same day. Weekend orders will be shipped the next business day.
Orders placed by 2pm EST Monday through Friday will be processed and shipped the same day
Orders placed after 2pm EST Monday through Friday will be processed and shipped the following business day
Orders placed on Saturday, Sunday, or Holidays will be processed and shipped on the following business day
Delivery to School: Your instrument will be delivered to your child's school the next time that our Educational Representative visits the school, generally within one week of placing your order.
Pickup in Store: The store will contact you when your instrument is ready for pickup.
Do you offer Express Shipping for Instrument Rentals?
Yes, we do! We offer UPS Ground, Two Day or One Day shipping options at Checkout.
How long is the Initial Rental Period?
The "Initial Rental Period" may vary by region, and can be found on the Instrument Selection/Pricing page. This is the minimum rental agreement length. You may return your instrument any time, but the initial trial period payment in non-refundable.
Does my rent go towards purchasing an instrument? Yes. While you are renting, you earn "credit" toward the purchase of a student instrument. When you are ready to purchase, please contact a Customer Service at 888-731-5396 for specific details.
What if I my instrument needs maintenance, is lost, or stolen?
Music & Arts has a Liability Damage Waiver (LDW) that may be purchased with rental instruments. LDW covers maintenance, repairs, and loss due to forced entry theft or fire while you are renting the instrument. Please refer to the LDW section of your contract for specific details. It can be cancelled at any time, but only added at the time of rental. It is highly recommended!
Why do I need a credit card to rent?
A credit card or debit card is required should you order online. The card you use for the initial payment will be automatically set up on our EZ pay program for payment of the monthly re-rental of the instrument. Remember, you can return at any time, but the initial trial period payment is non-refundable.
Will I be charged for shipping if I need to return my rental?
Returns are generally done through your child's school or the location where you initially obtained the rental instrument. When you are ready to return, please contact Customer Service at 888-731-5396 to obtain return options and instructions for your specific account.
About the Instruments & Accessories
Is my rental instrument going to be new?
Most of our rental instruments are like new. We strongly recommend renting a like new instrument, as they are fully shop adjusted to playing condition. This is also a great way for your child to get used to handling the instrument before they get a brand new one. Rental credit can be used to apply to a new student level instrument of greater or equal value to the one you are renting. When you are sure your child will continue with the instrument and you are ready to purchase, please contact us at 888-731-5396 for further details.
What brand will my rental instrument be?
We offer all educator approved, major brand instruments such as Yamaha, Selmer, and Eastman for rental. You can be assured that when you rent from us, you will receive a quality instrument that meets the requirements of your school's music program.
What it is included with the instrument rental?
All instruments include a protective case. In addition, other maintenance items are included free of charge. You can view a list of these items on the Instrument Selection/Pricing page (after clicking "Rentals" from the home page and entering your zip code, student grade, and school information) within the description of each page.
How do I know which accessories and book(s) my child will need?
The best place to start is with your music teacher. They most likely have specific recommendations regarding the items are needed for your class. Many times we know the additional supplies your music teacher recommends and if so, these items will be conveniently added to your shopping cart.
What is in a "starter kit"?
The starter kit contains items that you need to get started with the instrument, such as a cleaning kit, music stand, and a name tag. The cleaning kit is like the "toothbrush" for your instrument while a music stand is critical to successful practice at home. You will save money by buying them together as a kit.
Ongoing Support for Instrument Rentals
Can I exchange later for a different instrument?
Yes. You may exchange to another instrument of equal or greater value throughout the life of the agreement. In accordance to the terms of your contract, we do not generally exchange from one new instrument to another if you are exchanging to the same type of instrument. Some other conditions apply. Should you wish to exchange your instrument, please contact Customer Service at 888-731-5396 for specific details.
How do I return my instrument?
You may return the rental instrument at any time. Should you wish to return your instrument, please visit one of our stores, or contact us at 888-731-5396 for a Return Authorization and return instructions.
What if I my instrument needs repair?
Should your instrument be in need of repair, please take it to one of our stores or rental affiliates. If you are not located close to a store location, please Contact Us at 888-731-5396 for specific instructions.
What if my child outgrows the string instrument I am renting?
We offer exchanges when your child is ready for a larger instrument! Please visit one of our stores, or Contact Us at 888-731-5396 when you are ready to exchange.
Frequently Asked Questions
- How do I remove myself from the Music & Arts Newsletter and Catalog list?
- How do I make changes to my account information?
- How do I create an account?
- What do I do if I can't remember my password?
- What is the information in my account used for?
- What are wish lists?
How do I make changes to my account information?
To update any account information, click on My Account and then change any information in your profile. For Instrument Rental accounts, contact Customer Service at 888-731-5396. You will not be able to change information about your rental account via My Account.
How do I create an account?
In the upper right hand corner of every page on our website, there is a link that says "Login or create an account". Clicking this button will take you both to the page to begin creating your own Music & Arts online account, as well as the page you will return to whenever you shop in the future.
Your account is yours and yours alone, and will allow you to track your order, view previous orders, manage your payment methods, and more.
Login Page: the "Returning Customers" section is for users to log-in to their previously created account, and the "Create Account" section is for creating a new account. Click on the "Create Account" button to begin the process of creating your Music & Arts account.
To create your account, you will need to enter your first and last name, your email address, and a password.
Once the account is created, you can edit:
- Personal information
- Change your name, billing and shipping address, manage Credit cards, and view your saved carts.
- Subscribe to Encore Rewards
- Wish List
- View, edit, and share your list.
- Contact Customer Service or Sales Staff, read your prior correspondence, or answer questions from our staff.
- Orders *
- View your orders, track shipments, or reprint a receipt.
What do I do if I can't remember my password?
Once you establish your My Account profile, you will choose a password and password reminder. If you forget your password, click on Login and then "Forget your password?" We will send your Music & Arts My Account password to you via e-mail.
What is the information in my account used for?
What are wish lists?
Create a Wish List for a birthday, an anniversary, a holiday, and any special occasion. Or create one "just because" then share it with family and friends.