Shipping policy

Hardwood Music Company — Shipping Policy

Each Hardwood Music Company instrument is handcrafted in our Flagstaff, Arizona workshop. Because our drums are made from carefully selected hardwoods and built one at a time, please allow a little extra time for us to prepare your order with the care it deserves. This policy explains how we ship, what it costs, and what to expect after your order is placed.

Order Processing

Ready-to-Ship Instruments

Ready-to-ship instruments are in stock and prepared for shipment within 1–3 business days of your order being placed, excluding weekends and public holidays. Once your order ships, you will receive a tracking number by email so you can follow your package on its way to you.

Made-to-Order Instruments

Instruments marked as ‘made-to-order’ are built specifically for you from wood we keep in stock. Please allow 4 to 5 weeks for building and finishing before your instrument ships. Shipping time is in addition to this build time. Made-to-order instruments ship with full tracking and insurance.

If you have questions about a made-to-order instrument or your timeline, please contact us directly before or after placing your order. We will send you updates throughout the process.

Custom Instruments

For custom-built instruments — including custom tunings, wood selections, or special requests — please contact us directly to discuss your needs, budget, and timeline. We will provide you with a cost estimate and send you a unique payment link once you are ready to order. Custom work is handled on a case-by-case basis.

Shipping Rates

Shipping rates are calculated at checkout based on your order total, shipping destination, and package size. All orders are fully insured against loss or damage in transit.

Domestic Shipping

We ship throughout the United States via UPS, FedEx, and USPS, depending on the size and value of the shipment. Domestic orders typically arrive within 3–7 business days of shipment, excluding weekends and holidays. Delivery times shown at checkout are carrier estimates and are not guaranteed.

Please note: Due to the size of our instruments, we are unable to ship to P.O. boxes. A physical street address is required at checkout.

International Shipping

We ship internationally upon request. Please contact us at sales@hardwoodmusiccompany.com for further information and instructions on how to place international orders.

International customers are responsible for any customs duties, import taxes, VAT, or additional fees imposed by their country upon delivery. These charges are outside our control and are not included in your order total or shipping cost. Delivery times may be affected by customs processing. Some products may not be available for international shipping due to size, insurance limitations, or destination restrictions.

Please be aware that international trade policies and import duty rates can change. We recommend checking with your local customs authority for current information before placing an international order.

Peak Season and Holiday Orders

During high-volume periods such as the winter holiday season, processing times for ready-to-ship instruments may extend slightly beyond our standard 1–3 business day window. Made-to-order build times remain approximately 4-5 weeks year-round. If your order is time-sensitive, please contact us before ordering so we can confirm current timelines.

Tracking and Insurance

All orders include shipment tracking and are fully insured against loss or damage in transit. Once your order ships, tracking information will be sent to the email address provided at checkout.

Lost or Damaged Packages

Please inspect your order promptly upon arrival. If your package arrives damaged, or if you believe it has been lost in transit, contact us within 7 days of delivery (or expected delivery date) so we can assist you. Please retain all original packaging materials, as they may be required for shipping-related claims.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information at checkout. Hardwood Music Company is not responsible for delays or additional shipping charges resulting from incorrect or incomplete addresses. Please double-check your shipping address before completing your order.

Returns and Refunds

For information about returns and refunds, please see our Return Policy.

Questions

If you have any questions about shipping, please contact us at sales@hardwoodmusiccompany.com.

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