At Saxophone Store, we’re committed to providing musicians worldwide with premium saxophones, mouthpieces, and accessories. Our shipping and returns policies are designed to give you confidence when shopping for your musical needs.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two shipping methods to accommodate your needs:

  • Standard Shipping ($12.95) – Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping – Available for orders over $50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: We ship worldwide except to certain Asian countries and remote regions. Delivery times may vary depending on customs processing in your country.

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you’re not happy with an item, you may return it within 15 days of receiving your order.

Return Eligibility

To qualify for a return or exchange:

  • Item must be in original condition
  • All original packaging and accessories must be included
  • Item must not show signs of use or damage

Non-Returnable Items

Due to hygiene reasons and manufacturer restrictions, these items cannot be returned unless defective:

  • Reeds (all types and brands)
  • Mouthpieces (unless unopened in original packaging)
  • Digital saxophones with activated software licenses
  • Books & Gifts with broken seals
  • Exam books with any markings

Return Process

Step 1: Request Authorization

Contact our customer service at [email protected] within 15 days of receiving your order. Include:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Preferred resolution (refund or exchange)

Step 2: Package Your Return

Once authorized:

  • Securely repackage the item in its original packaging
  • Include all accessories, manuals, and free gifts
  • Add the return authorization form we provide

Step 3: Ship Your Return

Send your return via trackable shipping to:

Saxophone Store Returns
2200 Concord Street
Charlotte, US 28209

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Instrument Returns: For saxophones and high-value items, please take extra care when repacking. We recommend purchasing shipping insurance for returns.

Refund Processing

After we receive and inspect your return:

  • Refunds are processed within 3-5 business days
  • Your refund will be issued to the original payment method
  • Credit card/PayPal refunds typically appear within 5-10 business days depending on your financial institution

Exchange Process

For exchanges:

  • Follow the same return process above
  • Clearly indicate the item you wish to exchange for
  • We’ll ship your replacement once the return is approved
  • Any price differences will be charged/refunded accordingly

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange a replacement or refund at no additional cost

Need Help?

Our customer service team is happy to assist with any shipping or returns questions:

Thank you for choosing Saxophone Store for your musical journey. We’re here to ensure you have the best experience with our products and services.