FAQs

Find quick answers to your questions below:

 

General Shipping Questions

How much will it cost to ship my order?
What shipping method will you use to ship my order if I select the “Free Shipping” option?
How can I estimate my fees for expedited shipping before I submit my order?
What is the two day "order processing" time?
What is the difference between “order processing” time and "shipping time"?
Will you require a signature for delivery?
Why is expedited shipping so expensive?
Do you ship to P.O. Boxes?
Do you ship to APO/FPO addresses?
Do you ship to Hawaii or Alaska?
Do you ship to locations outside the U.S.?

 

Questions About My Order

What is your return policy?
When will my order ship?
Where is my package?
Has my order shipped?
How do I change quantities or cancel an item in my order?
How do I track my order?
I never received my tracking number.
My order never arrived. What now?
My order was missing parts.
I received the wrong product.
I ordered something on backorder, when will it arrive?
I only received part of my order, where is the rest of it?
What sort of “problems/concerns” might delay my order?

 

Pricing and Billing Questions

Do I have to pay sales tax?
What are my payment options?
I have a question about my charge.
How do I get a copy of my receipt?
I returned my product for a refund. When will I see the payment back on my card?
When will my credit card be charged?
Will any prices reflect on the invoice?

 

International Shipping Questions

Do you ship to my country?
What are my payment choices for international orders?
When will my order ship and what are my shipping charges for international orders?
What is the return policy for international orders?

 

General Shipping Questions

Q: How much will it cost to ship my order?
A: Free shipping for all orders shipped within the U.S excluding Alaska and Hawaii. For Alaska and Hawaii, standard FedEx shipping rates apply.

Q: What shipping method will you use to ship my order if I select the “Free Shipping” option?
A: Most orders will ship “ground” (3-5 business days) via FedEx but smaller packages (weighing 2 lbs or less) will ship USPS. Most items ship from our Austin, Texas, facility and will arrive in 3-7 business days. In any case, you will receive a tracking number via email as soon as one is assigned. If you have special requirements or need to know more in advance of your order’s departure, don’t hesitate to call or send an email.

Q: How can I estimate my fees for expedited shipping before I submit my order?
A: You can estimate your shipping charge as follows:
1. Select the item(s) you would like to purchase
2. Add to cart
3. Enter the zip code of the shipping address
4. Select Delivery Method
5. You will then receive an estimated shipping charge.
6. Or you can call our customer service team and ask for a general shipping quote.

Q: What is the two day "order processing" time?
A: Austin Bazaar is dedicated to sending your order in the fastest and most efficient way possible. When an order is placed it must first be processed. That processing time is different than the shipping time. Processing time will typically take about 1 business day depending on the time the order was placed. Business days are considered Monday through Friday (excluding holidays). Shipping, including any Expedited method, is in addition to the processing time. Customers are always welcome and encouraged to call our customer service team for a more accurate delivery date.

Q: What is the difference between “order processing” time and "shipping time"?
A: Order processing time is the time from which the order was placed to when we receive the order and communicated with the appropriate warehouse to ship. “Shipping time” is from when the warehouse has shipped the order to the time it arrives to the customer and/or requested destination.

Q: Will you require a signature for delivery?
A: Orders for items with a total value greater than $500 USD will be sent with "signature required" service.

Q: Why is expedited shipping so expensive?
A: Expedited shipping is more expensive since it’s going against the standard ship time and the customer needs the package urgently which means the customer will receive the package in half or less of the standard 3-5 day delivery
estimate. Please note that all orders are shipped on business days (Mon-Fri) this means if you choose any method of expedited shipping on a Friday after 1p.m. through Sunday your order will not ship until the following business day (Monday.)

Q: Do you ship to P.O. Boxes?
A: Yes but be aware that some large items and any order totaling 50 lbs or more requires a residential address (not a P.O. Box). In this event, a customer representative will contact you for a residential home address via email or phone call.

Q: Do you ship to APO/FPO addresses?
A: Unfortunately, we do not ship to APO/FPO addresses. If you are located on a military base (within or outside the U.S.,) please provide a residential shipping address in the United States for your order and arrange to have the shipment forwarded to you upon receipt.

Q: Do you ship to Hawaii or Alaska?
A: Yes, we now offer shipping to Alaska and Hawaii (standard FedEx shipping rates apply). While we do make some exceptions, our free shipping promotion applies only to orders being shipped within the contiguousUnited States.

Q: Do you ship to locations outside the U.S.?
A: We ship to Canada for select products**. The free shipping offer does not apply to these orders. Although brokerage fees are included in the shipping amount paid when you submit your order, please note
that you will be responsible for any customs duties/fees upon delivery. If duties/fees are refused upon delivery, we will refund product value upon receipt of your item less any additional fees incurred to have your shipment returned to
our facility. If you have any questions regarding our international shipping service, please do not hesitate to contact us via email or by phone. **We are not able to ship Shure, Fender, Guild, Jackson, Gretsch, Squier, and EVH products outside of the U.S.


Questions About My Order

Q: What is your return policy?
A: View our full Return Policy Here.
**Please note that the return policy on open box products differs from new products. Defective or damaged open box products must be reported to Austin Bazaar within 2 business days of delivery. If you would like to return a non-defective open box item, you are responsible for return shipping and will be charged a 20% restocking fee.

Q: How do I return my order?
A: Please email or call our customer service team to receive a return code. If your item is defective or damaged in shipping, customer service will provide a pre-paid return label. They will also assist you with easy and specific return instructions.

Q: When will my order ship?
A: Orders will ship after “processing time” which is dependent on the items location. Most orders will ship next business day. Once the order has shipped you will receive a tracking number to reference progress and delivery date.
Customers are always welcome to call our customer service line for any questions and/or specific details on orders.

Q: Where is my package?
A: All customers will receive a tracking number once the order has been shipped.
**Please check your spam folder** If you have checked your spam folder and it has been more than 2 business days please call our customer service team for details on your order. They will verify your email address on file and resend it.

Q: Has my order shipped?
A: If you have received a tracking number your order has shipped and you may reference progress with the tracking number provided. Simply take the tracking number and enter it in to the Google search box and hit “enter” or “search.” Your
tracking information will pop right up. Please call our customer service line for all other inquires.

Q: How do I change quantities or cancel an item in my order?
A: Please call our custom service team for any changes or cancellations. Please note that we may not be able to process any changes depending on whether the order has been shipped.

Q: How do I track my order?
A: All customers will be sent a tracking number to the email on file. Simply take the tracking number and enter it in to the Google search box and hit “enter” or “search.” Your tracking information will pop right up. **Please check your spam folder**

Q: I never received my tracking number.
A: If you have checked your spam folder and it has been more than 2 business days please call our customer service team for details on your order. They will verify your email address on file and resend it.

Q: My order never arrived. What now?
A: Call our customer service team and they will take the appropriate steps in getting you your order as soon as possible.

Q: My order was missing parts.
A: Please notify our customer service team and they will arrange a reshipment for the missing parts.

Q: I received the wrong product.
A: If you have received the incorrect order call our customer service team so they can send you the correct order as soon as possible.

Q: I ordered something on backorder, when will it arrive?
A: Delivery dates on backordered items differ per situation but we will keep you updated. We usually have an estimated date on when we will receive shipments but please feel free to call for updates whenever you’d like.

Q: I only received part of my order, where is the rest of it?
A: If you have only received part of your order, you will most likely receive the rest within a few days but to be on the safe side please call our customer service team to validate. We send some orders in 2-3 separate shipments due to product availability but there should be a paper notification in your order stating the split shipment.

Q: What sort of “problems/concerns” might delay my order?
A: If we are unable to verify your shipping address or if the item you selected sold out before we could fulfill your order, we might not be able to ship your item(s) on the same day. In those cases, a member of our staff will contact you
immediately to work with you on resolving the issue and expediting your order in a timely fashion.


Pricing and Billing Questions

Q: Do I have to pay sales tax?
A: If you live inside the U.S. and NOT in the state of Texas you do not have to pay sales tax.

Q: What are my payment options?
A: You may pay with Visa, Mastercard, Amex, Discover, or Paypal.

Q: I have a question about my charge.
A: If you have any questions about order charges please call our customer service team.

Q: How do I get a copy of my receipt?
A: If you need a copy of your receipt please call us and we can resend a copy to your email address.

Q: I returned my product for a refund. When will I see the payment back on my card?
A: As soon as receive the product back at our facility we will issue a refund and send you a refund email confirmation for you records. Once we have issued the refund, the refund will reflect your statement within 3-5 business days. If you paid via Paypal you will receive your refund within 3 business days.

Q: When will my credit card be charged?
A: We authorize your card during checkout. If there are no issues, the transactions will be charged as soon as it is confirmed in our system.

Q: Will any prices reflect on the invoice?
No, due to a majority customer request, we have taken all prices and total amounts off the invoice. If you need a receipt reflecting a dollar amount please contact us so we can send one to you.


International Shipping Questions

Q: Do you ship to my country?
A: We currently offer free shipping within the contiguous United States and paid expedited shipping to Alaska and Hawaii. We now offer shipping of select products* to Canada and Australia but you will need to call us at 1-800-511-1322 for your personalized quote and shipping options. *We are not able to ship Shure, Fender, Guild, Jackson, Gretsch, Squier, and EVH products outside of the U.S.

Q: What are my payment choices for international orders?
A: We currently accept non-international credit cards (with U.S. billing address) and paypal payments for international orders.

Q: When will my order ship and what are my shipping charges for international orders?
A: Please call us at 1-800-511-1322 to determine your shipping options.

Q: What is the return policy for international orders?
A: The Austin Bazaar return policy differs for international orders due to the complexities of customs clearance. Unfortunately, we’re unable to exchange or reship international orders.


Guarantees

Price Match Guarantee
It is our commitment to provide you with the best value, at the best price on musical instruments and accessories. We value your business and strive to keep our prices low, and SAVE YOU MONEY!That's why Austin Bazaar will meet or beat any authorized dealer's price GUARANTEED! Just give us a call at (800) 511-1322 to speak to one of our friendly, knowledgeable staff. You'll be glad you did!

Privacy Policy
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.


Buyer's Guide

Q: How do I find my product?
A: To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

Q: How do I navigate the site?
A: To navigate this website, simply click or hover over the box labeled "Shop Products" near the upper left of any page on the site and a dropdown list of categories will appear. Additionally, there are helpful links found at the top and bottom of every page. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Scrolling over anything that is NOT a clickable link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

Q: How do I use a coupon?
A: After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the top of the shopping cart you'll see a box where you may enter your coupon code.


Additional Support

Q: How do I contact you?
A: Please click here for our company contact information.

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