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Support

Contact us at:
support@hellomusic.com
888-240-0050

Hello Music
1100 Glendon Ave.,
Suite 1600
Los Angeles, CA 90024

Email:
Our Hello Music Customer Support Team may be reached via email at support@hellomusic.com. We will work hard to make sure that all emails are responded to as quickly as possible, but due to occasional high volume it may take from up to 48 hours for us to respond. We appreciate your patience!

***Please note that due to recent changes with some email service providers we have received feedback that some of our representatives email responses may not be reaching you. If you have not hear back from us, please check your spam folder or give us a call at 888-240-0050.

***Also, if you contact us more than once, it will not make us reply faster. It'll actually take longer to sort through the extra emails so please save us both the trouble.

Phone:
You may call one of our Hello Music Customer Support Reps at 888-240-0050. We are happy to chat with you about any comments, feedback or requests you have. If you are unable to reach us during pacific coast business hours, please leave a message and we will get back as soon as possible or email us at support@hellomusic.com.


FAQs

How do I track my purchase?
After you make your purchase, you will receive an order confirmation via e-mail. This will identify your order has been accepted and processed in our system.
You will receive another email with tracking information once your order ships. We do our best to ship orders in 7 business days, but in some cases, due to high demand, items can take up to 3 weeks to ship.

If you do not receive a purchase confirmation e-mail, please contact us at sales@hellomusic.com.

How long will it take to receive my item?
Since each deal is different, shipping times vary. We do our best to ship orders as soon as we can, but in some cases, due to high demand, items can take up to three (3) weeks to ship.

If we learn that we will not be able to ship your item within three (3) weeks, we will proceed in one of two ways. If we determine that we will not ever be able to ship your item, we will promptly cancel your order and refund your money. If we determine that we will be able to ship your order at some point in the future, we will contact you, provide you with a revised estimate of the shipping date (or an explanation of why we are unable to estimate the shipping date), and ask whether you want to continue waiting for your item or to cancel your order.

When Hello Music acts as a facilitator of third-party sales of products, such as when we post opportunities to purchase vintage instruments from third parties, those items ship directly from the third-party seller. Hello Music does not control or coordinate the shipment of those products. You should contact the third-party seller for shipping information.

What are my shipping options?
We ship many of our items via FedEx, but as some items come directly from the manufacturer or third-party seller, they will determine the shipping method.

What are my shipping options outside of the US (international shipments)?
At this time, we do not ship to destinations outside the U.S. 50 states.

Do you collect tax?
If you live in California, we will charge appropriate taxes.

What are my payment options?
You may easily pay by credit card or PayPal. We accept Visa, MasterCard, and American Express.

Do you offer a shipping discount if I buy more than one item?
We are currently unable to group shipments together because we make every effort to get items out to Hello Music members as quickly as possible. All items ship separately as soon as they enter our warehouse, therefore we charge $9 shipping per item that is sold. Oversize/Overweight items may incur higher shipping costs.

If you need to return your item, call Hello Music Customer Support at 888-240-0050 or email support@hellomusic.com.
- Item must be in original, brand-new condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings, or scrapes on the instrument or collateral materials. Item must also include all original, packaging, manuals, warrantees, accessories, etc.

For the complete hello Music return policy, please click here.

When will I receive my refund or replacement item?
Your return will be processed within 2 to 3 business days once the item has been received and inspected.

Refund: If you are returning a purchase for a refund, your refund will be paid in the same way as you originally paid for the item (e.g. American Express payments will be refunded back to that same American Express). We will notify you via e-mail once your refund has been processed.

Replacement: If you are returning your item for a replacement, we will send a duplicate item within 2-3 days after receiving your returned item. If we do not have any more of the item available, due to the limited numbers of products we sell, we will automatically process a refund. You will be notified by e-mail, either way.

How safe is the information that I provide to you?
Our payment systems are PCI compliant, which means we follow industry protocol to protect the security of your sensitive financial information. For more information on our privacy and security practices check out our Privacy Policy.

Are you an authorized dealer of the items you sell?
Hello Music is NOT an authorized dealer of many of the products it sells and the manufacturers of those products do not endorse this site. We are independent so that we do not have to agree to things like minimum advertised price requirements imposed by some manufacturers on their dealers and this helps us provide some outrageous deals on amazing gear for our members. However, there are some things about our status as an unauthorized dealer of which you should be aware, as we discuss in the next question.

What does your status as an unauthorized dealer mean for me?
Our status as an unauthorized dealer means two things for you. First, it means that we are sometimes able to offer you great deals on products because we are not inhibited by a relationship with the manufacturers. Secondly, it means that the manufacturer's warranty on some of the products we sell might be voided or otherwise not honored as a result of our resale to you. However, we wouldn't leave you out in the cold. For products that we sell which are not covered by the manufacturer's warranty, we offer our own Limited Warranty.

I believe my intellectual property rights are being violated. How do I bring this to your attention?
If you believe that your copyright or other intellectual property rights are being violated by content on Hello Music's site, please let us know. You can find details on how to contact us and what information you need to provide in our Terms of Service.

What terms govern my use of Hello Music?
Your use of Hello Music is governed by our Privacy Policy and our Terms of Service. In some instances, separate guidelines, rules, or terms of service or sale will apply to your use of Hello Music or to a service or product offered to the extent that these additional terms are specifically identified.

What's the difference with items sold on hellomusic.com by third parties?
When Hello Music facilitates the sale of third-party products and services, such as vintage instruments sold by third parties, those items are not covered by Hello Music's Limited Warranty. The warranty for those products and services, if any, is provided by the third-party seller.

Those items are also not covered by Hello Music's shipping and return policies. They are subject to the third party seller's own, separate return and shipping policies. If returns are accepted, the item must be returned directly to the seller. Hello Music does not accept returns of these items.

1 All discretionary returns are refunded less the cost of shipping.

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