Online Store FAQ
Consistency and commitment are the keys to developing and mastering any pursuit, including music! Therefore, students are encouraged to attend every lesson in order to advance their skills. If you must reschedule or cancel a lesson, we ask that you please call our store a MINIMUM of 24 hours in advance of the lesson that will be missed. We DO NOT issue refunds or rescheduling for lessons cancelled within 24 hours of the scheduled time. Missed lessons are not reusable, refundable, or transferable.
In the event your teacher is absent, we will assign you a substitute with your approval or credit the appointment to reschedule for another day/time. If we must cancel your lesson for any unforeseen reason, the lesson will also be credited to reschedule for another day/time. IF you are unable to make the substituted and/or rescheduled lesson and fail to notify us a Minimum of 24 hours in advance NO CREDIT/MAKEUP APPOINTMENT WILL BE ISSUED.
If you are running late to your lesson, please contact us as we will do our best to accommodate you. However, we cannot guarantee that you will receive your entire lesson if you arrive late for your scheduled time.
In the event you are unable to arrive at your scheduled lesson due to emergency or illness, an exemption to our policy may apply.
All returns other than Defective, Incomplete or Damaged items will be subject to a 10% restocking fee. Customers are responsible for return shipping cost back to Penny Lane Emporium. Original shipping cost is not refundable on returned products.
For a “Free Shipping/Standard Shipping” item, an actual shipping charge may be calculated and deducted from your refund. All returns must be shipped within 48 hours of being provided the RMA and receive within 30 days from the invoice date. All products returned to us must be in “like new” condition, including all original shipping containers, materials, and accessories from the manufacturer otherwise your return will be rejected or additional damage charges may be assessed.
Customers must insure shipment via a shipping method which can track such as FedEx or UPS. Penny Lane Emporium is not responsible for lost or damaged products. Shipment must be insured for the value of the product.
The 10% restocking fee may be waived if the customer chooses the store credit option.
A: All of our instruments go through a final inspection after receiving or prior to shipping. if any instrument does not meet our guidelines and has any of the following: high action, Fret Buzz, Cosmetic Damage, Abnormalities, or any other significant issues, we will perform a set-up prior to shipping
A: Items that come with a Hardshell Case, Gigbag, or any other accessory will be included in the description of the instrument. If the item description does not mention any of the accessory’s described (Hardshell Case, Gigbag, Tuner, Capo, Extra Strings, Care Equipment, Etc) the accessory is NOT included with the item
Q: The instrument I want to get doesn’t come with a Gigbag, Case, or any other specific accessory, Can I add one to the order?
A: Yes, our store offers a variety of Gigbags, Cases, and other accessory’s. If you have found the instrument you are looking for and would like to add an accessory, simply add it to your shopping cart. If you cannot find an accessory you are looking for on our online store, you can use our online chat and speak with one of our in-store staff members or contact us by phone during store hours so we can help find what you are looking for!
A: Payments can be received via PayPal as well as credit/debit card on our website at anytime or by phone during store hours. We will not take payment through gift cards
A: Items over $100 qualify for free shipping to the lower 48 states using FedEx SmartPost. Some select High end instruments will qualify for Free shipping to the lower 48 states using Fedex Ground/Home Delivery. (Shipping method can be changed or expedited. However, Additional shipping fees may apply)
A: We do offer international shipping. However, due to the CITES treaty, which regulates international trade of certain materials like rosewood, abalone, and pearl. Items that include any of the following will be Ineligible for international sale/shipping. If the item IS eligible for international shipping, Additional shipping fees will apply.
A: If the item is shipping domestically but is outside of the the lower 48 states, a shipping surcharge will apply. (surcharge fee may vary depending on item)