At Cream City Music, we know that buying musical equipment online requires trust. That's why we give you 14-days from delivery to inspect your new purchase with complete peace of mind. Open it up, plug it in, and make sure it's everything you hoped for.
If you decide you'd like to return an item, please contact customer service at 1-800-800-0087, live chat with us on our site, or fill out a Return Request form below.
Returning Your Purchase
14-Day Return Window
From the moment your gear arrives, you have 14 days to thoroughly inspect it. We recommend opening and checking your purchase within 24 hours of delivery—that way you have plenty of time to reach out if anything's not quite right.
What We're Looking For...
To qualify for a full refund, we just need the item back exactly as it arrived—no signs of use or play wear, with all original packaging, case candy, certificates, and accessories intact.
When Will I Get My Refund?
We're committed to a quick and concise refund of your purchase! The time period to get your refund includes the transit time for us to receive your return from the shipper (1-7 business days depending on the carrier), the time it takes us to process your return once we receive it (1 business day), and the time it takes your bank to process our refund request (1-5 business days depending on your bank).
How It Works
Full Refund—We Cover Shipping
We'll Make It Right At No Cost To You If...
- We sent you wrong item.
- The item is defective.
- The carrier damaged your gear in transit.
In these cases, we cover all shipping costs and provide a full refund or replacement.
What Qualifies As A Defect?
- Non-functioning electronics, pickups, or speakers
- Structural issues (cracked neck joint, broken truss rod, damaged cabinet)
- Severe playability problems that can't be corrected with setup or minor fret work
- Significant cosmetic blemishes
What Does NOT Qualify As A Defect?
- Setup preferences on instruments (action height, string gauge, intonation) given that setups can and do shift during transit
- Tone preferences or subjective sound characteristics
- Subjective feel preferences
- Minor cosmetic variations in wood, finish, or tolex
Standard Returns (Changed Your Mind)
If You Decide To Return Your Purchase Within The 14-Day Window...
- You cover return shipping (we recommend fully insured, trackable service).
- The item must return in unused, as-delivered condition.
- All original boxes, packing materials, and accessories must be included.
- If the item was sold with free shipping, our cost from the original outbound shipment will be deducted from your refund.
If there's any evidence of use (pick marks, protective pickguard film removed, wear on amp controls or tolex, removed pedal backing, etc.), a 15% restocking fee helps us restore the item to an open-box condition for the next customer.
After 14 Days
After the inspection window closes, your gear is officially yours and not eligible for a return. We're confident in every item we send out, and we're here to support you long after your purchase with setup advice, warranty assistance, and ongoing service.
The Fine Print
Layaways And Special Orders
Special orders and items purchased through our in-store layaway program are only refundable via in-store credit.
Exclusions
Some products are not returnable under any circumstances such as amplifier tubes, instrument pickups, microphones, earbuds, earplugs, and harmonicas as well as any other products designed to come in contact with the mouth or ears due to sanitary concerns.
Affirm Financing & Returns
Affirm charges Cream City Music a 6% non-refundable fee of your purchase price. If an order is returned because the customer changed their mind and used the Affirm payment option, we will refund your order minus this 6% fee. Please contact Affirm for more information on refunds through Affirm.
International Orders Using Freight Forwarders or Third-Party Shippers
We love serving players around the world, and we want your gear to arrive safely and play its best. Wooden instruments and electronic items are sensitive to long, multi-leg journeys, changing climates, and extended warehousing. To keep expectations clear and protect everyone involved, the following terms apply to any order that is shipped to a third-party shipper, freight forwarder, or consolidation warehouse.
Returns After Export
Once the instrument enters the custody of your third-party shipper and leaves the U.S., our return and exchange policy is no longer available. No returns, exchanges, partial refunds, or credits will be offered for any reason after export.
Risk And Responsibility
The buyer assumes all risk and cost associated with international transit after delivery to the U.S. address. This includes handling by third-party shippers, warehousing, ocean or air freight, customs processing, and last-mile delivery in the destination country. Any damage, loss, delay, or seizure occurring after delivery to your third-party shipper must be claimed with that shipper or their insurer.
Still Have Questions?
If you have any questions or need assistance, please call us at 1-800-800-0087 or email at service@creamcitymusic.com
