Frequently Asked Questions

MusicMedic.com is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. MusicMedic.com may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. WHAT WE COLLECT: We may collect the following information: -name -contact information including email address -demographic information such as postcode, preferences and interests -other information relevant to customer surveys and/or offers -For the exhaustive list of cookies we collect see the List of cookies we collect section. WHAT WE DO WITH THE INFORMATION WE GATHER: We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: -Internal record keeping. -We may use the information to improve our products and services. -We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. -From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests. Please see this page for comprehensive information about what information MusicMedic collects and what we do with that information. https://www.musicmedic.com/privacy-policy-cookie-restriction-mode

For a list of information that MusicMedic collects- please see this page: https://www.musicmedic.com/privacy-policy-cookie-restriction-mode#list

Yes! We accept Debit/Credit cards including Visa, Mastercard, American Express and Discover cards. Payment can be made by selecting Debit/Credit/Paypal during the payment step in checkout. Payment is made on PayPal's secure servers for the security of your card data.

MusicMedic.com does accept Money orders. To pay by money order, place the items you are ordering into our shopping cart. When you are finished shopping, click on the checkout button. Follow the checkout instructions for paying by money order.

We apologize but MusicMedic.com does not currently accept personal checks. You can pay by check through Paypal's E-check service. Any checks mailed to MusicMedic.com will be voided and returned to sender.

To help keep our prices low, we do not generally take phone orders. If you are having a difficulty using the website, have a technical or product question, or customer service issue- Please don't hesitate to call us. we want to help!

The simplest method of making a purchase at MusicMedic is through Paypal. Paypal is a fast and easy payment method that allows you to make Internet purchases in a secure way. By registering at Paypal you can purchase directly from Musicmedic. You do not need to create a PayPal account to pay with a Debit or Credit card at MusicMedic.

We're sorry you are having trouble using our cart, please consider these possible solutions: Have you entered a quantity for the item you're trying to purchase? In the case of pad sets for example, you need to select the set type and enter a number in the quantity field before attempting to add the set to your order. Does your computer accept cookies? The MusicMedic shopping cart needs to create a single cookie in order to work properly. This cookie contains a random number and disappears from your computer when you close the browser. If your computer is configured to reject cookies, the cart will not function correctly. Either your browser or another piece of software can be rejecting the cookie for the cart. If your browser is rejecting the cookie, you can fix this by setting the browser to accept anonymous cookies that do not contain personal information. Search for "cookies" in your browsers help for instructions on how to change this setting. If this does not solve the problem, it is possible that another piece of software is blocking the cookie. Software such as Norton Internet Security or a firewall can be configured to reject cookies. For information on changing these settings, search for "cookies" in the help database for the product. A third reason that cookies may not be working is that the date and time may not be set correctly on your computer. Be sure to set the correct time and date along with the correct time zone on your system

The Vortex Air Torch is an amazing tool and is great to always have on hand. Like any great tool, they require maintenance and repair from time to time. Here at MusicMedic, we stand behind the quality of this tool and any tool we sell, which is why we offer maintenance and repair on the Vortex Air Torch. If you ever need maintenance or repair on the Vortex Air Torch, please mail this amazing tool to: MusicMedic, Attn: Air Torch Repair, 901 Martin Street, Suite B, Wilmington, NC 28401. In the box with your Vortex Air torch, please include your name, email, phone number and mailing address. The normal cost for maintenance/repair is $45 which includes return domestic shipping. If shipping internationally, we offer discounted shipping.

Yes! We accept Debit/Credit cards including Visa, Mastercard, American Express and Discover cards. Payment can be made by selecting Debit/Credit/Paypal during the payment step in checkout. Payment is made on PayPal's secure servers for the security of your card data.

MusicMedic.com does accept Money orders. To pay by money order, place the items you are ordering into our shopping cart. When you are finished shopping, click on the checkout button. Follow the checkout instructions for paying by money order.

We apologize but MusicMedic.com does not currently accept personal checks. You can pay by check through Paypal's E-check service. Any checks mailed to MusicMedic.com will be voided and returned to sender.

To help keep our prices low, we do not generally take phone orders. If you are having a difficulty using the website, have a technical or product question, or customer service issue- Please don't hesitate to call us. we want to help!

No, PayPal is absolutely FREE for consumers.

The simplest method of making a purchase at MusicMedic is through Paypal. Paypal is a fast and easy payment method that allows you to make Internet purchases in a secure way. By registering at Paypal you can purchase directly from Musicmedic. You do not need to create a PayPal account to pay with a Debit or Credit card at MusicMedic.

Yes. PayPal provides sophisticated security for buyers.Keeping your financial information secure is absolutely essential when buying online. Whether its ecommerce, sending money or buying with debit and credit cards online, trust PayPal's Purchase Protection program to help keep your financial information secure for your PayPal purchases.

You do not need a password or an account to order from MusicMedic. Having a MusicMedic account is simply a convenience for our returning customers and a great way to keep track of your orders. Compare items, save carts and wishlists, one- click re ordering and more! Creating an account and password also allows you to access previously entered addresses during checkout. For security, MusicMedic does not store credit card data. To place an order without an account, simply select "Check Out as Guest" and proceed as directed. If you have forgotten your password, or if you would like to check if your email address is already attached to your account- Click on the 'Forgot your Password' link to reset your password. If you have difficulty with your checkout, please contact our customer service team- We want to help!

Visa/Mastercard and Discover Users Flip your card over and look at the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your Card Security Code. American Express Credit Card Users Look for the 4-digit code printed on the front of your card just above and to the right of your main credit card number. This 4-digit code is your Card Security Code.

Paypal is a fast growing company that allows Internet business and people to pay each other over the internet. Once you sign up for Paypal, you will be able to use their service to pay for auctions, and accept payments from people with credit cards! Paypal makes sending money as easy as sending email. Members can instantly and securely send money to people most countries with an email address. You do not have to sign up at for a PayPal acccount to make Debit or Credit payments to MusicMedic.

MusicMedic.com has a minimum order of $1.00. If the total price of the items in your cart is less than $1.00, You will not be able to checkout. Free shipping is offered for orders over $20.00

The Credit Card service provided by Paypal is the finest available. By Using Paypal, Musicmedic.com is able to keep the cost of your purchase down. This also means that MusicMedic does not store or see your Credit card information for extra security.

We're sorry you are having trouble using our cart, please consider these possible solutions: Have you entered a quantity for the item you're trying to purchase? In the case of pad sets for example, you need to select the set type and enter a number in the quantity field before attempting to add the set to your order. Does your computer accept cookies? The MusicMedic shopping cart needs to create a single cookie in order to work properly. This cookie contains a random number and disappears from your computer when you close the browser. If your computer is configured to reject cookies, the cart will not function correctly. Either your browser or another piece of software can be rejecting the cookie for the cart. If your browser is rejecting the cookie, you can fix this by setting the browser to accept anonymous cookies that do not contain personal information. Search for "cookies" in your browsers help for instructions on how to change this setting. If this does not solve the problem, it is possible that another piece of software is blocking the cookie. Software such as Norton Internet Security or a firewall can be configured to reject cookies. For information on changing these settings, search for "cookies" in the help database for the product. A third reason that cookies may not be working is that the date and time may not be set correctly on your computer. Be sure to set the correct time and date along with the correct time zone on your system

All returns may be mailed to: MusicMedic.com 901 Martin Street Suite B Wilmington, NC 28401

MusicMedic.com is happy to offer a 30 day guarantee on all products excluding special orders, Cebulla neck straps and Gloger saxophone necks. With free shipping and a 30 day guarantee you can order the tools you need, knowing that if it is not what you intended to purchase you can return it. After 30 days from purchase date products cannot be accepted for return or exchange. To return any product, simply Email us so we know your return is coming. Returns and refunds are taken care of when the item is received at MusicMedic.com. Personal use items that come in contact with the mouth cannot be returned once opened.

MusicMedic.com is a representative for Cebulla Neck Straps. As such, we have a large stock Cebulla Neck Straps. If a strap does not fit, you can return it in new condition up to 15 days from date of purchase. After fifteen days, Cebulla straps cannot be returned for refund and the exchange is void. Shipping charges are not refundable.

MusicMedic.com does not accept exchanges or give store credit. If you have an item that you would like to exchange, please return the item to MusicMedic.com for a refund and purchase the replacement item from the website. This allows you to receive your items in a timely manner.

MusicMedic.com is the US Representative for Gloger necks. As such, we havesome stock Gloger-HandKraft saxophone necks. Necks that are in stock are subject to a 15% restocking fee and must be in "new" condition with no modifications or changes to the tenon or any other parts of the neck. Necks that must be special ordered are not returnable.

MusicMedic.com sells many types of saxophone necks. If for some reason the quality neck is not what you were searching for, they are returnable up to 30 days after purchase with a 15% restocking fee. The neck must be in "new" condition and with no modifications or changes to the tenon or any other parts of the neck.

MusicMedic.com is happy to supply repairers around the world! International customers may return items for a full refund within 60 days of ship date minus shipping costs. Shipping costs are not refundable under any circumstances. Return shipping costs are the responsibility of the customer in every instance where an item is returned to MusicMedic.com.

When ever possible MusicMedic.com will refund payment via the original method of payment. Requests and arrangements for refunds must be made via email or phone ( Questions@musicmedic.com 910 -667-0270 ) within 60 Days of original purchase. If the original funding method used by the customer cannot be refunded due to the restrictions of that payment method, MusicMedic may offer store credit in the amount of the refund.

At MusicMedic.com, we have the most extensive collection of pad set sizes on the planet. We constantly update these sizes with information about certain models, issues with our sizes and new pad sets. Due to many factors, including variations in manufacturer specifications and instrument makes and models, some pads in a pad set may not fit the instrument for which they are intended, despite all of our efforts. We have found that on average, a set will have one or two pads that are inaccurately sized. To remedy this situation and help you get the pads you need to complete your work, we offer a pad set guarantee. What is the pad set guarantee? Simple, Fast, and Free.... If you order a pad set from MusicMedic.com you may receive replacements for up to 5 pads that do not fit from the set. It's that simple. We will ship the pads you need without any additional charges. There is no need to return any spare pads or take any other action. If more than five pads from the set do not fit, You can receive a complete replacement pad set when you return the original set and provide the measurements, make, model and serial number of your instrument. If you'd like a refund, you can return the set to us as per our return policy. -Restrictions- All replacement pads must be ordered at once, there are no multiple shipments on replacement pads. There are no returns, exchanges or refunds on the replacement pads sent by MusicMedic.com or on the pads that were incorrectly sized in the original pad set. The guarantee does not cover removable resonators such as ResoTechs. Pad sets that are returned must be complete and in unused condition (i.e. no glue or signs of the pads being installed and used). If a Pad set is returned with signs of usage and/or glue, there will be a "restocking fee" of up to 20%. After thirty days, pads cannot be returned for refund and the guarantee is void.

Any item that has any form of custom engraving performed on it, before or after purchase, is not returnable.

Any musical instrument purchased at MusicMedic can be returned within 30 days for a refund. The instrument must be returned in the same condition it was purchased. If any damage to the instrument occurs during shipment to you, contact MusicMedic right away! If any repairs, modifications or customer related damage occur during the 30 day trial period without written notice to MusicMedic, this will void the possibility of a return. There is a 10% restocking fee on ALL musical instrument returns. Because instruments can be damaged in the return shipment, please contact MusicMedic for shipping instructions BEFORE returning your instrument, this will avoid additional restocking fees. The customer pays insured return shipping on ALL returns to MusicMedic.

At MusicMedic it is our policy to keep you happy. You are the reason we exist and we appreciate your business. If you have any questions or specific concerns about any product or service, please contact us.

Anyone interested in repair! There is no prior repair history needed to participate in this course. Any experience you do have is an added bonus. We just ask that you come in with an open mind and ready to learn.

Anyone! Our Day courses are virtual so you can learn about instrument repair in the comfort of your own home. Our Day courses are topic specific, so be prepared to be completely immersed in the topic for that course. Because our Day courses are very specific about the topic being covered, the course covers a great deal of detail and information. This allows anyone participating to be able to get the most amount of information possible in a short period of time.

There are two ways you can receive your Tool Block for a repair course. If the repair course is in person, we can either ship the Tool Block to you so you can have them in hand and bring them with you to the in person course OR you can request that we hold onto the items here at MusicMedic for you until you arrive. If the course is virtual and has a Tool Block option, the Tool Block must be purchased in advance so the postal system can deliver the items to you in time for the course.

Yes. Whether it be a virtual repair course OR an in person repair course, MusicMedic has a minimum and maximum enrollment amount. Once you see a course on our website, it is ready for people to enroll. We do not waitlist people then arrange a course. We thoughtfully pick dates throughout the year to work with everyone's schedule as best as possible. Once a repair course is full, MusicMedic will close enrollment for that date which is why we always recommend signing up and enrolling early. If enrollment is to low and there is not a minimum number of participants, we unfortunately will be forced to cancel the course on that date. If a course cancellation happens to a course you signed up for, please email customer service for options to either reschedule or receive refund.

MusicMedic.com offers serveral different types of international shipping service: USPS International service- limited tracking information and low cost. UPS- Door to door service with time-definte delivery and customs processing- tracking shipment from start to finish. DHL- The global standard for international shipping- expedited shipping and customs options. All available shipping options with pricing will be shown for you to choose from at checkout- tracking information will be sent to your email address as soon as your order recieves postage.

Shipping is FREE for orders over $20.00 within the United States via first class mail or Priority mail for packages over 1lb. UPS Ground and Expedited options are also available for time definite shipping with precise tracking. International customers also have multiple choices for shipping via USPS, UPS and DHL.

Shipping in the U.S. is free for orders over $20!