Don't Miss a Beat.
Frequently Asked Questions
Orders & Shipping
Orders
How do I make changes to or cancel an order?
To make a change or cancel an order, please contact Customer Service at 888-731-5396. Please have your order number ready to ensure timely processing of your request.
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.
When will I be charged?
Upon ordering, an authorization for the full amount of the order will occur. This is a ‘pre-authorization’. If the item is in stock, your credit card is then charged immediately. If an item is not available for immediate shipping, your credit card will not be charged until the item is ready to ship to you. 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.
I never received confirmation of my order. What do I do?
If you did not receive an order confirmation, please contact Customer Service at 888-731-5396. An agent will help verify your email address and locate your order details.
Shipping
When will my order ship?
Your order will ship based on the time it is placed and the shipping option you choose. Most orders ship same‑day if placed before 3 p.m. ET. Some orders may be held for verification, which may impact shipping times. For full details on our shipping timelines, please read more here.
What qualifies for free shipping?
All web and phone orders over $25 ship free at Music & Arts. Rules and exclusions apply – please see below.
Free Shipping Rules:
- Valid on web and phone orders.
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Only applies to the lower 48 U.S. States and Washington, D.C.
- Alaska and Hawaii are excluded.
- FPO/APO addresses are excluded.
- Oversized items are excluded.
- Regular shipping charges apply for all other items. Free shipping is valid with purchase only. Offer applies to standard ground shipping only. This is a limited time offer that can be changed at any time.
- Educators with a registered Music & Arts Educator account receive free shipping on all ground orders to the lower 48 U.S. States and Washington, D.C.
Can I track an order that shipped via USPS 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.
Why did my order ship USPS Priority Mail rather than UPS?
Some items may ship via USPS Priority Mail due to size or weight.
Delivery typically takes 3–7 business days. For questions about shipping charges on oversized items, please contact Customer Service at 888-731-5396.
Returns & Exchanges
What is Music & Arts return and exchange policy on Web Purchases?
Online Product Returns
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 date for a refund or exchange. When returning merchandise ordered from Music & Arts (this includes consumer orders and school orders), return shipping costs are not eligible for refund.
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
- 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. Please call 888-791-5396 for the address of the appropriate return location.
Online Product Exchanges
We offer free product exchanges within 30 days. Contact us to arrange the exchange and receive a prepaid UPS return label.
Return the item in its original packaging and include the completed bottom portion of your packing slip inside the box. Cover the original shipping address, attach the prepaid label, and drop the package off at a UPS location. Retain the tracking number for your records; return shipping includes insurance.
There is no return shipping charge for exchanges, including items that arrived damaged or were sent incorrectly.
Instrument Rental Returns
You may return your instrument rental at any time. To start your return, please visit our Instrument Rental Return page for step-by-step instructions and available return options.
What items are Non-Returnable?
Some items can only be returned if defective or unopened, including items like strings, reeds, earbuds, drumheads, and cleaning products.
Software and media must be returned sealed for credit only, and defective items are exchanged for the same product. Apple products must be handled directly through Apple and cannot be returned to Music & Arts.
All returns must be made within 30 days of shipment.
I just returned an item for exchange. How long will it take to get the new item?
Once your return is received at our warehouse, exchanges typically take 1–3 business days to process. Processing times may be longer during high-volume periods.
My order arrived damaged, what do I do?
All instruments are thoroughly inspected and packaged through a rigorous quality control process prior to shipment. If your order arrives damaged or defective, you must contact us within 72 hours of receipt at 888-731-5396 so we can investigate and assist.
For shipping damage, we will initiate a claim with the carrier, which typically takes 3–5 days.
Please retain the damaged item, original box, and all packing materials for the claims process. Without this, we will not be able to open a claim.
All returned items are subject to a full quality inspection upon receipt. Refunds are issued only after completion of this intake process. Claims that are inconsistent with pre-shipment inspection records or show signs of misuse, mishandling, or normal wear may not qualify for return shipping coverage or a refund.
Instrument Rentals
Renting an Instrument
Is my rental instrument going to be new?
Most of our rental instruments are like new. We strongly recommend renting a previously rented 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. Mouthpieces are cleaned, sanitized, and sealed for your protection. Your rental payments may apply towards the purchase of a new instrument. If you would like to hear about purchase options, please visit your local Music & Arts store or contact us at 888-731-5396 for further details.
What brand will my rental instrument be?
We offer educator-approved, major brand instruments such as Yamaha, Selmer, and Eastman. When you rent from us, you will receive a quality instrument that meets the requirements of your school's music program.
What comes with the rental instrument?
Each wind instrument will come with a case, a mouthpiece, a ligature and cap (if needed), a single reed, and a bottle of valve or slide oil, or cork grease. Each percussion instrument comes with a case, stand(s), a practice pad, and sticks or mallets. Each string instrument comes with a case, a bow, and rosin.
You may also purchase an optional “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.
Are the accessories a one-time purchase or monthly expenses?
Accessories and music books are a one-time purchase. You may need to purchase additional items if you exchange instruments. If you elect to return the instrument, you will keep the accessories and books you have purchased.
Rental Payments
Does my rent go toward purchasing an instrument, and when will I own it?
Yes, while you are renting you accumulate credit toward the purchase of an instrument. On average, it will take 36 months to pay off your instrument if you continue to make the low monthly rental payments.
If your child is staying in band or orchestra, you may want to consider purchasing your instrument early. We offer special early purchase discounts exclusively available to our rental customers. When you are ready to purchase or wish to take advantage of your early purchase discount, please visit your local Music & Arts store or contact us at 888-731-5396 for specific details.
We own the instrument until you make all rental and other payments required under your contract or exercise your early purchase option. Note that in some states you may not purchase the instrument you are renting but may transfer equity to another comparable instrument; see your contract for specifics and restrictions. If permitted, any applicable manufacturer’s warranty will be transferred to you at the time you acquire ownership.
Why do I need a credit card to rent?
Rental billing is managed through EZ Pay. After the initial trial period payment, recurring rental payments will be made automatically via EZ Pay with the credit card provided. Please note, we do not send billing statements.
Why are there multiple preauthorization charges on my credit card?
Your credit card will be preauthorized (sometimes referred to as a "pre-auth") when you sign the rental agreement but will not actually be charged until your Initial Trial Period begins. For instance, if you sign a rental agreement at the beginning of the summer and your Trial Period begins with the school year in the fall, you may see multiple preauthorization charges on your credit card in the intervening months.
The purpose of the temporary preauthorization charge is to ensure that funds are available for your monthly rental payments. It is a common practice among banks and the length of the hold can vary from bank to bank. Music & Arts does not have the authority to remove the preauthorization charge. However, these holds will be removed by your local bank once the Initial Trial Period begins.
How do I update my EZ Pay card? What information do I need?
Visit your Rental My Account to update your EZ Pay card.
You will need to enter the full credit card number and expiration date, even if you are only updating the billing address or expiration date, or using a card already saved to your MusicArts.com account.
The billing address will be auto populated, and you will have the ability to change any parts of the billing address necessary.
Rental Support
How long will it take to receive my rental instrument?
Ship to Home: Orders are processed for shipment within 48 hours and are estimated to arrive within 1-5 days, based on your location. Express shipping options are available at checkout to all states excluding Hawaii.
Ship to Home Summer/Fall Delivery: If you selected summer or fall delivery, your instrument will be shipped prior to the date requested by the music teacher.
Pick Up at School: Your instrument will be delivered to your child's school at the time and day requested by the music teacher.
Pick Up at Store: Your instrument is typically available same-day. The store will contact you when your instrument is ready for pickup (usually less than 48 hours).
Am I able to exchange my rental instrument?
Yes. You may exchange for another rental throughout the life of the agreement. This includes exchanging a violin, viola, cello, or string bass for a larger size as your child grows.
See your rental contract for exchange terms. Should you wish to exchange your instrument, please visit your local Music & Arts store or call 888-731-5396 for specific details.
How do I return my instrument rental?
You may return your instrument rental at any time. To start your return, please visit our Instrument Rental Return page for step-by-step instructions and available return options.
What if my rental instrument needs repair?
All repairs must be done by a company-approved technician. Should your instrument need repair, please take it to one of our stores or rental affiliates. If you are not located close to a store location, send us an email for specific instructions. Unless you purchased the LDW, our standard repair rates will apply for all damage in excess of normal wear and tear.
Products & Warranty
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.
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 is Music & Arts Warranty Policy?
All new items come with a manufacturer’s warranty, as Music & Arts is an authorized dealer.
For warranty repairs, you can:
- Visit a Music & Arts store to arrange service through our repair network
- Send eligible band or orchestra instruments to Music & Arts (you cover shipping costs)
If the repair requires the manufacturer, additional time may be needed. Contact Customer Service for instructions. For electronic products, please contact the manufacturer directly for warranty service.
I did not get a warranty card with my instrument. Would you please send me one?
Your original invoice serves as proof of purchase for warranty service, so be sure to keep it. Many manufacturers also offer simple online product registration on their websites.
Warranty cards are not provided, and many manufacturers no longer include them with their products.
How long will the current Web Specials last?
Web Specials and online prices may change or end at any time without notice.
Music Lessons
How much do music lessons cost?
Lessons range from $23 to $37 for a 30-minute lesson, depending on the teacher you request and your location. In addition, there is a $30 non-refundable registration fee for new students to activate your account.
When is my lesson payment due and how do I pay?
Tuition and registration fee are due at the time of purchase, in advance, for the following four lessons. After purchasing your first lessons package, your next subsequent lesson tuition will be billed twenty-two (22) calendar days after the date of your first lesson. Thereafter, lessons tuition is billed every four weeks. For example: A student that takes their first lesson on January 12th will be billed their next lesson tuition 22 days from January 12 (i.e., February 3) and every four-weeks starting from February 3 moving forward. Lesson accounts are set up on EZ Pay.
How do I reschedule a lesson if I can’t attend?
To reschedule a lesson at no cost, please notify your lessons store location with at least 24 hours notice. We will reschedule your lesson subject to instructor availability. If you do not show up for a lesson or if you do not provide adequate notice, you will be charged for the missed lesson.
How do I cancel my lessons enrollment subscription?
To cancel your enrollment, and to terminate your lessons, you must provide written notice to store management, which may be provided by email (at the designated email address), prior to the upcoming billing date of the subsequent month.
As a parent/guardian do I need to remain in the store while my child takes lessons?
An adult parent or guardian must accompany any student under 12 years of age upon arrival and departure from every in-store lesson. You may leave during the lesson, but we ask that if you choose to leave the store during your child’s lesson, please be sure to return on time. Your child’s safety is of the utmost importance.
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