Terms & Conditions
At Neal's Music, we are dedicated to Customer Service and if you have any questions, concerns or issues with an Item or Purchase, please contact us. Please email us if there is an issue with a purchase before you leave eBay feedback. We are committed to making every purchase perfect and will give all our efforts to being fair!!
Shipping and Return Policies
- Free Shipping offers are only applicable to shipments within the continental United States. If you reside in Alaska, Hawaii, Puerto Rico, or Guam, please email us for a shipping quote.
- If you need to return an item that was originally shipped to you for free, the amount of your exchange or refund will reflect the cost we paid to ship your item.
- The vast majority of our domestic orders are shipped via UPS Ground, and some with USPS.
- We ship Monday through Friday.
- Signature Required: Most shipments over $100.00 are sent with Signature Required by default for both UPS Ground and USPS. This is to ensure you will receive your order directly in a timely manner.
- Tracking: USPS orders are not always trackable according to USPS and we can not contact USPS for up-to-date tracking. Your order is only going to be able to be tracked if your order is over $500.00. If you wish to add a tracking service to your order please email us prior to purchasing and we will quote you a new shipping price for your order. Once an item is purchased it is sent directly to shipping via our computer system and we can not change the order details and shipping as they begin packing in the am prior to us opening the store.
- Insurance: All items are automatically insured for the purchase price and international shipments are insured for the purchase price up to $500.00.
- Warranty: All manufaturer warranties begin the date of the purchase. Please contact the manufacturer for all warranty issues past 14 days of purchase. If you are not having any luck with the manufacturer please contact us to assist you.
- We only accept PayPal (in US dollars) from customers with verified accounts and confirmed shipping addresses. In some cases, we can also accept bank / wire transfers on orders over $1000.00.
- We use USPS Priority Mail & USPS International Express for most international shipments.
- Shipping rates may vary from estimates shown on our eBay listings. There is usually a $10 charge for handling & packaging on International shipments.
- We make every effort to consolidate the number of boxes used when you purchase multiple items to reduce the cost of shipping. Please note that such "combined shipping" is done at our discretion with regard to the safety of the items you order. If we feel that combining certain items in one package may cause damage during shipment, we will notify you and items can be shipped separately at the appropriate cost.
- Many governments around the world levy some combination of excise tax, value-added tax (VAT), import duties, and other fees on products sent from the United States. We are not responsible for paying these fees. We do encourage you to check with local regulations prior to purchasing so you know what responsibilities you have to your government (if any).
- Most USPS Priority Mail shipments, regardless of the final destination, arrive within 1-3 weeks of shipment & USPS International Express may drive within 5-6 business days. However, in some cases, your order may get help up in Customs for an extended periods of time for any reason. We are not responsible for any delays caused by Customs processing in your country.
- In the event that a package is damaged on arrival or lost, it is the buyer's responsibility to open an investigation with the shipping courier (e.g., USPS, UPS), typically within 2 days of receiving a damaged item, or realizing an item has been lost. Make sure you have the box the item was shipped in and many high quality pictures to back up your claim. These investigations can take several weeks to conclude. We are not able to offer any replacements or refunds until the investigation has been completed.
- Tracking: Most international items are sent via USPS and we are all subject to USPS entering up-to-date tracking. Also when your order is in the hands of customs you may experience delays in updated tracking. Every country varies and we can not expedite your order by emailing us. We have no control. We can only start a claim 14 days after the item is shipped. Please be patient.
- Returns: We do not recommend purchasing an item if you are not totally sure of what you are buying as we do not accept returns on any international purchase. The shipping is too costly and there is far too much time involved. Please feel free to ask any and all questions before purchasing.
- Warranty: In most cases because we are only authorized to sell in the US we would not be able to offer any warranty on our products that leave the US for any reason. We do make sure they are in good working condition prior to shipping.
This Contract shall be governed by and construed in accordance with the laws of the State of California and should any dispute arise, venue shall be in Orange County, California. In the event it becomes necessary for any party to file a suit to enforce the binding provisions of this Contract, the prevailing party shall be entitled to recover, in addition to all other remedies or damages, reasonable attorneys’ fees and costs incurred.
- Before returning an item, please email Neals Music first.
- We accept returns within 14 days of you receiving a product on all new items. We Do NOT accept returns on used items and special / custom order items.
- If you wish to return an item within 14 days of receiving it, you MUST meet all of the following criteria:
- You must include ALL original packaging materials, in the condition they were received in
- You must include the original invoice / sales receipt and any other paperwork originally included in the package or with the item
- The item(s) must be unused and free of any signs of use, wear, stick marks, smudges, and/or fingerprints. The item will be subject to a 15% restocking fee if we are unable to sell the item in the condition in which it was sold to you.
- You are responsible for the return shipping costs, and if you purchased the item with free shipping, the original shipping amount will not be refunded. Please make sure you insure the return in case of loss or damage as we will not refund any money back for lost or damaged merchandise.
- Supply shipping confirmation number when returning your item.