To avoid any processing delays, please provide the credit cardholder's name and address on file with the credit card issuing bank. For the protection of our customers, all credit card orders are subject to name and address verification.

Checks & Money Orders
We accept Checks and Money Orders for mail orders. Simply complete the online shopping cart with your product choices and shipping information. Print out the cart's information and mail it in to us with your check or money order.

A $20 fee will be charged for returned checks.

COD is not available.

Shipping & Verifying School Orders
All school orders will be shipped to their official school address only. For security reasons, it may be necessary for us to verify your order with the school. To avoid processing delays, please provide the most accurate billing and shipping information available.

School Payment Terms
Payment on school orders is due within 30 days from receiving your merchandise. Your school will receive a monthly statement along with invoice copies.

If a product you ordered is a "Special Order" item, you will be notified BEFORE THE ORDER IS PLACED WITH THE FACTORY regarding the 20% restocking fee charge policy

If an item needs to be ordered, we will obtain an authorization number on your credit card to verify and hold the funds necessary for your purchase. However, your account will not be charged until it is time to ship the item to you.*

*Note: Some items are considered to be "Special Order" items. A down payment of 20% may be required to be charged to your credit card before special ordering your merchandise. See above for more information on "Special Order" items.

Methods Available:

• 48 States: Standard UPS Ground Delivery, UPS 2nd Day Air, and UPS Next Day Air
• Alaska and Hawaii: USPS Priority Mail, UPS 2nd Day Air and UPS Next Day Air available
• AA, AE, AP, GU, VI, PR Shipments: USPS Priority Mail available only

UPS Delivery Information:
UPS will not deliver to P.O. Boxes. You must provide a valid street address for us to ship your order by UPS.

Unless specifically requested, we do not require a signature for deliveries. It is solely up to the carrier's discretion whether or not to leave a package at your door if no one is home. For your protection, please ship to an address where someone will be there to accept the package.

Truck Shipments:
Truck shipments may be necessary for larger items. Once your order is received, we will notify you with an estimated cost on truck shipping. You will have the option to cancel your order if necessary. Larger truck items include:

• Tubas & Sousaphones
• Tuba and Sousaphone Cases
• Bass Drums and Drum Hoops/Heads larger than 26"
• Percussion Cases
• Large Mallet Percussion: Chimes, Marimbas, Vibes, Xylophones
• String Basses
• Timpani

Your satisfaction is our top priority. If you find anything not to your liking, return the item within 30 days from date of invoice for a full refund or exchange.

Returns must be in the same condition as when received with original packaging. We inspect returns and upon approved inspection, your purchase will be refunded. Returns not in the original condition or incomplete, may be subject to a charge.

Return shipping will be at your expense. Please return your merchandise prepaid by a traceable method (a tracking number) as we are not responsible for lost packages being returned.

Exchanges may incur additional shipping charges on sending the exchange item back out to you.

Note: "Special Order" Items are subject to a factory re-stocking fee of 20%.

Return Policies for Purchase Contracts:

For Individuals:
Beginner Instruments Purchased on our Purchase Contract
You have the option of returning the instrument and canceling your contract anytime during the contract period, with payments up to date.
 

For Schools:
School Purchase Contracts (3, 4 & 5 Annual Payment Plans)
You have the option of returning the equipment and canceling the contract upon each annual installment date with previous payments non-refundable.

• Trade-in instruments must be complete and playable.*
• Trade-in instruments are due within 30 days of receiving your purchase
• Trade-in instruments should be sent prepaid to:
   

  Pan Music Store

  3301 E. Main St, Endwell, NY 13760

• A return label will be included with your invoice for your convenience in shipping your trade instrument.

*Broken instruments, or those missing parts, may have their trade value reduced.

Important: Do not send the instrument to the manufacturer as warranty claims/service must be processed through an authorized dealer.

Reconditioned, Overhauled, Refinished Overhauled and Used Instruments:
1 Year Adjustment & Service Warranty provided by Pan Music Store.

Our Adjustment and Service Warranty

• The Adjustment & Service Warranty covers adjustments and defects in material or workmanship for one-full year from date of purchase.
• Wood instruments are covered against cracking for six months during which we will repair the section by pinning, or replacement.
• This warranty does not cover any damage caused by negligence, willful destruction, or normal wear.
• Repairs are made at No Charge here at our repair facility. You pay for shipping in and we pay for shipping back out.

Warranty Policies for Purchase Contracts:

For Individuals:
Beginner Instruments Purchased on our Purchase Contract
Free servicing for entire length of contract.
 

For Schools:
School Purchase Contracts (3, 4 & 5 Annual Payment Plans)
Free servicing for entire length of contract.