Terms & Conditions

Shipping and Return Policy

Trials, excluding special orders and final sales, may be requested prior to you purchasing the instrument by contacting The Flute Loft at (908) 500-6690. If no trial is requested, or if The Flute Loft is not notified of a decision by the end of an arranged trial period and it is not in transit by then, your credit card will automatically be charged as a sale for the invoiced amount. Instruments cannot be returned for any reason thereafter and are non-refundable. 

For US and Canadian customers, returns are not accepted without prior authorization from The Flute Loft. When returning merchandise, it must be returned undamaged and in the same condition that it was received. When returning merchandise, it must be returned undamaged and in the same condition that it was received. All returns must include all additional items such as cleaning rod, case cover, plugs, and cleaning cloths, etc.  Any instrument that is not returned in its original condition and that can be restored, the customer will be charged up to 50% of the purchase price or $89/hour for restoration of the instrument, or in a worst case scenario, the customer will be charged the replacement cost if it is deemed not repairable or the cost to repair it exceeds 50% of the purchase price. 

It is the customer's responsibility to insure the returned item it for the invoiced amount. A customer is responsible for any damage or loss. If UPS or another carrier has damaged your shipment, please save all wrappings and contact your local carrier. The Flute Loft is not responsible for any damage to items during shipping. YOU must file a claim with your local carrier. Please DO NOT send the damaged package back to us, since the claim must be made with your carrier.

Returns will also not be accepted without prior authorization from The Flute Loft. A return permission request must specify invoice number and reason for return. The shipping and handling, and insurance charge en-route to you is non-refundable and the customer is responsible for return shipping, handling, and insurance.  A restocking fee equal to 20% of the instrument’s cost will also be assessed for any instruments being returned that are late.

International Shipping

All instrument orders outside of the United States will be shipped via FedEx, UPS, or USPS. All instruments will be shipped insured, and shipping charges will be calculated according to package size, weight, and destination. All international shipments must be signed for. All instruments will be insured for the purchase price of the instrument.

Customers are responsible for paying all customs and duties fees associated with their purchase upon delivery. Please contact your local customs office for more information about these additional charges. 

We regret that due to worldwide credit card fraud issues, we cannot accept any international credit cards unless they participate in the North American Address Verification System (AVS). PayPal accounts are accepted. If paying via bank wire transfer, customer is responsible for all banking fees.

All international instrument sales are considered final sales and we regret that we cannot accept any returns, exchanges or refunds. Any packages returned from your country’s customs department will incur fees, including original shipping and insurance charges, any customs fee that we are forced to pay due to refusal to accept the package on the customer’s end, return shipping and insurance charges, all fees associated with a credit card charge such as PayPal or AVS eligible credit card charges, and in some extreme cases, the cost of the instrument.

Exchanges

We will allow for exchange of items within 7 days of you receiving the item. Exchanges are for items that are similarly priced or of greater value.  Instruments must also be returned for exchange in the same condition that they were sent. If an instrument is of greater value than what was initially purchased, the customer will be responsible for paying the difference.