- How to Order an instrument from Folkway Music
- Guarantee & Satisfaction Policy
- Shipping Info
How to Order an instrument from Folkway Music
If you've found something that you'd like to buy the first step is to let us know! Please email us at firstname.lastname@example.org, or call us toll-free at 1-855-772-0424. You'll notice that there are no "Buy" buttons on our site; this is because we prefer interacting with our customers on a more personal level than the internet generally affords. We want you to know exactly what the instrument you are interested in is all about -- and that involves conversation. We will be happy to provide hands-on descriptions and demonstrations of our instruments over the phone, and if you find that you'd like to see detailed photos over and above what we display on our site, we'll be happy to snap a few more for you.
We accept payment by Visa or MasterCard, certified (cashier's) checks, money orders, bank wire transfers, and cash. Payments from overseas customers are only accepted in the form of a bank wire transfer. Please note that we do not accept credit card payments on instruments valued above $5000. All bank checks must clear prior to shipping any purchase.
We will hold any non-consignment instrument for up to a month with a 25% non-refundable retainer. We are unable to hold instruments that are being offered on consignment without consent from the consigned instrument's owner.
If you are paying with a certified check or a wire transfer, we will hold any instrument for a period of one week once a nominal deposit is placed, to allow for the funds to be received or delivered.
Guarantee & Satisfaction Policy
All of the instruments that we offer for sale have already had any necessary restorations completed, and have been set-up and inspected prior to display in our store or on our website, unless otherwise noted. We make every effort to accurately represent the instruments we offer so that our customers have no surprises when their instruments arrive. We encourage you to call or email us with your questions whenever, and as often as you wish -- we are committed to offering the best, friendliest, and most knowledgeable service out there.
Our standard approval period is 48 hours from the time of delivery. If, for whatever reason, the instrument you've ordered does not meet your expectations please inform us within this approval period that you intend to return it. Then repackage it exactly as it was sent to you and ship it back, insured, at your expense. We will refund your payment in full, less the shipping costs, when the instrument returns to the store in the same condition that it left. If you originally paid for the instrument with Visa or MasterCard, we are unable to refund the 3% fee that the credit card companies charge us, sorry. Instruments that return to Folkway Music damaged due to poor or improper packaging will not qualify for refund.
Please note that instruments paid for by check are not sold with any approval period due to the long delays in check clearing times.
Instruments shipped outside of Canada that are partially constructed of CITES-listed materials such as Brazilian rosewood or elephant ivory are not subject to our 48 hour approval period and are final-sale items. We acquire CITES permits for all cross-border shipments of such instruments, without exception.
We ship to destinations all over the world with FedEx or Canada Post. All customs brokerage fees are included in our shipping rates to destinations in the USA, however, we cannot be responsible for brokerage fees, import duties, taxes, or other surcharges levied by the customs of other countries. Nor can we refund those fees should you return the instrument to us. Please learn about what importing costs prior to your purchase. We will not declare an instrument's value lower than the sale price.
As shipping costs are continually changing, please contact us for an accurate shipping rate quote.
All instruments must ship in a hard, or semi hard case. Insurance regulations set forth by FedEx and our own store insurance policy require such protection during shipping. If the instrument you are purchasing does not come with a case, we will be happy to furnish one that properly fits the instrument, at your expense.
All amplifier sales are final, and a handling fee of $50 to $100 is not included in published prices. We do not ship large amplifiers.
Instruments shipped outside of Canada that are partially constructed of CITES-listed materials such as Brazilian rosewood or elephant ivory are subject to CITES, and require proper export permits. We acquire CITES permits for all cross-border shipments of such instruments, without exception. The process is simple and straightforward, and does not require anything of the recipient. CITES permitting turn-around times are generally between 2 to 6 weeks, although there are no guarantees of wait-time length. We levy a small fee for the permitting process.
Folkway Music warrants all used instruments for a period of thirty days from the time of purchase. This warranty does not cover those instruments that are being sold by us on consignment for a third party, or instruments which are "As-Is" listed. We offer no warranty on used amplifiers.
All new instruments are warranted for a period of 90 days from the time of purchase by Folkway Music, in addition to the Manufacturer's stated warranty.