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Frequently Asked Questions

Order Help

We want to get your new gear to your door as quickly as possible. A Valid Order means we have sufficient information to verify your identity, and if your product(s) are in stock, we will ship your valid order immediately. When that happens by 5 p.m. EST, we'll ship your valid order the same day. Help us get your order to you quickly by providing valid billing information. Read More >>

When will I receive my shipment?

We ship on business days (Saturday, Sunday, and holidays are not business days). Packages ship from Mississippi, Nevada, New Jersey, or Ohio -- we cannot guarantee that any product will ship from a specific warehouse. Expedited Shipping (1-Day Air and 2-Day Air) is the only way to guarantee that you will receive an item within a certain time frame. Delivery estimates for expedited shipping options are listed on the product page for the item in question. All expedited shipments are delivered Monday-Friday.

Ground Shipping typically takes 1-4 business days from the date of shipment (for orders within the 48 contiguous United States). Residential ground and Free 2-Day shipments are delivered Tuesday-Saturday. Commercial ground and Free 2-Day shipments are delivered Monday-Friday. Make sure to select the proper address type for your address in checkout, as delays may occur if your selection is incorrect.

For APO/FPO customers, all orders ship via USPS. Expedited shipping is not available. Tracking for these orders is not available.

For customers shipping to a PO Box, the order may need to be shipped via USPS. For this reason, expected delivery dates cannot be guaranteed.

Do you ship to my location?

For most products shipping to the continental United States, customers may choose Ground, 2-Day Air, or 1-Day Air delivery. We also ship to Alaska and Hawaii; however, due to carrier restrictions, we cannot ground-ship to those states.

In addition, we ships to the following destinations, though some restrictions apply:

  • Canada
  • Puerto Rico
  • APO/FPO
  • U.S. Territories

See instructions below for how to search the site by our eligible shipping destinations.

Note: We cannot change a shipping address on an order after it has shipped. If an order is returned because it couldn't be received at the listed shipping address, we will accept the return but will not refund the shipping charges.

Canada

We ship a lot of our most popular gear to Canada! To determine if item(s) ship to Canada, add the item(s) to your cart and enter your shipping postal code. Items that ship to Canada are sent via International Air, and delivery is typically 2-5 business days from the date of shipment.

Canadian orders are charged in U.S. dollars. Actual charges are dependent on your bank's conversion rate. Your bank may assess additional fees for international orders.

Although items shipped to Canada receive their full factory warranty, they must be returned to a United States service center for repairs. We're not responsible for any shipping or customs fees incurred in such a case.

Puerto Rico

We ship many items to Puerto Rico. To determine if item(s) ship to Puerto Rico, add the item(s) to your cart and enter your shipping zip code. Eligible items ship via International Air, and typically arrive 2-5 business days from the date of shipment.

APO/FPO

We ship to APO/FPO addresses for free, though over-sized items may be ineligible. To determine if item(s) ship to your APO/FPO address, add the item(s) to your cart and enter your shipping zip code.

U.S. Territories

We ship eligible products to American Samoa, the Federated States of Micronesia, Guam, the Marshall Islands, the Northern Mariana Islands, Palau, and the Virgin Islands. Eligible items typically arrive 2-7 business days from the date of shipment.

What about customs fees?

Please be aware of customs fees such as taxes and duties, which are not included in our shipping charges. Customs fees vary from location to location. Please check with your local customs office for more information on the fees in your area. If you refuse to pay these fees, your order will not be delivered. We cannot refund shipping charges if an item is returned due to refusal to pay fees, and a restocking fee may be applied to cover the cost of return shipping. Customs fees are non-refundable.

Which items ship immediately?

Most orders ship the same business day your order is placed when you place a valid order before the shipping deadline.

Immediate shipment is available Monday-Friday. A valid order placed before 5 p.m. EST will ship the same day when using Ground or Free 2-Day shipping. Ground and Free 2-Day shipping orders placed after 5 p.m. EST will ship the next business day. Many orders using an expedited shipping method (2 Day Air or Next Day Air), and placed before 10 p.m. EST, will ship the same day.

Shipment and availability information updates from our warehouse to our website almost in real time. We are highly confident of the status of each item when you view a page. However, we do not reserve inventory being viewed or even placed in shopping carts, so we cannot guarantee an item's availability until you have placed your order. In particular, if you have been in the checkout area for more than about 10 minutes, we do recommend that you refresh the page to get the most current inventory prior to checking out.

What is a valid order?

A valid order is for a valid item at a valid price, placed with a credit card with complete and verifiable address and other information. Details.

Does immediate shipment mean immediate delivery?

Once an order is shipped, our carriers (Federal Express and UPS) typically guarantee a service time for when the order will be delivered to you. Our carriers have a very good record of delivering at their promised service time. We will ship immediately, and on all items, we will refund expedited shipping charges if the carrier's service levels for your chosen shipping method are not met.

If a product is in stock, is there any reason it will not ship immediately?

Exceptions are very unusual, but here are some examples of reasons that might prevent us from shipping immediately:

  • Warehouse, call center, or web operations lose power or telecom connectivity.
  • Warehouse, call center, or web operations lose capability due to adverse weather (blizzard), safety threat, or other factors.

What can I do if I don't feel you've lived up to your guarantees?

If you ever feel we have not lived up to any of our guarantees, we want to know about it -- and we want a chance to do right if we agree. Contact Us.

Browse the fancy text converter collection to highlight what is important in your documents.

We ship on business days (Saturday, Sunday, and holidays are not business days). Packages ship from Mississippi, Nevada, New Jersey, or Ohio -- we cannot guarantee that any product will ship from a specific warehouse. Expedited Shipping (1-Day Air and 2-Day Air) is the only way to guarantee that you will receive an item within a certain time frame. Delivery estimates for expedited shipping options are listed on the product page for the item in question. All expedited shipments are delivered Monday-Friday. Read More >>

Do I need to register for an account in order to shop with you?

No, guests are welcome to shop with us without registering for an account. All you have to do is supply the required information during checkout. However, you will need to create an account to save your addresses or use the wish lists.

I don’t have an account. How do I create one?

Fill out the form under the "Create New Account" button. Once you return the email acknowledgment, you can start taking advantage of all the benefits of your account.

Who can create an account?

Anyone over 18 is welcome to create an account.

What if I lost my User ID or Password?

If you’ve forgotten your User Name or Password, please click here to retrieve your account information. You can also click the “Forgot your password?” link on the Login screen for help.

How can I update my information?

To update personal information in your user account, log in and then click the “account information” link on the left side of the page. Once at the account information page, click the edit button next to the information you wish to change.

Simply login if you've created an account, or create an account here: Customer Login >>

We want to get your new gear to your door as quickly as possible. A Valid Order means we have sufficient information to verify your identity, and if your product(s) are in stock, we will ship your valid order immediately. When that happens by 5 p.m. EST, we'll ship your valid order the same day. Help us get your order to you quickly by providing valid billing information.

What's my order status?

Log in to your account and enter your order number to access information about your order. We also send you emails when there's an update on your order. If you have any questions, feel free to contact one of our customer service specialists by calling 1-866-742-5736.

How do you verify my identity?

In order to verify your identity, we may require the following information:

  • Matching Billing Address: The billing address is the address where you receive your credit card statement. You must provide your billing address exactly as it is listed with the bank that issued your credit card. Additionally, your customer name – also known as the Cardholder Name – must appear exactly as your issuing bank has it on record.
  • Matching Valid Phone Number: You must provide us with the number listed with your issuing bank. This must be a working number where you can be reached during our business hours.
  • Valid Credit Card: We accept all major credit cards – Visa, American Express, MasterCard, and Discover -- so long as we can verify your address. We currently ship to the 50 United States, U.S. Territories, and Canada (details). Any difficulties with verification may delay order processing. For other Payment Methods.
  • Valid Email Address: This ensures that we can contact you effectively.

How do you verify the information I provide?

We take two steps to protect the security of your credit card and your identity. We verify your information to protect your identity by ensuring that you are the person using your card. When a customer places an order, we go to great lengths to make sure that we have the correct cardholder information.

How do I know if I've entered the billing address correctly?

Enter your billing information exactly as it appears on your credit card statement. This includes your name, billing address, and your phone number. Remember, incomplete or incorrect information may slow order processing and hinder Immediate Shipment.

Do you charge sales tax?

We are required to collect sales tax on all orders shipped to Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington D.C., West Virginia, Wisconsin, and Wyoming. You will be charged the state and local sales tax rate for any orders shipped to these states.

To our customers in the state of Colorado:

Your purchase is subject to sales/use tax in these states unless it is specifically exempt from taxation. These states require that a sales/use tax return must be filed at the end of the year reporting all of the purchases that were not taxed; the purchase is not exempt simply because it was made over the internet or with the use of a remote device. Retailers that do not collect sales tax in these states are obligated to provide purchasers a summary of purchases at year-end in order to assist them in filing their tax report. Retailers that do not collect sales tax in these states may be required by law to provide the Department of Revenue with an annual report of the total amount of all of your purchases above certain thresholds. Details on how to file this return may be found at your applicable state’s Department of Revenue website.

Seller has collected the simplified sellers use tax on transactions delivered into Alabama and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue. Seller’s program account number is SSU-R010201486.

Are there any minor legal details that you're required to state here, to handle really unusual and extraordinary situations?

We reserve the right to refuse orders for any reason, including suspicion (not proof) of credit card fraud. Further, we reserve the right to disclose information identified as likely to be fraudulent to credit card companies, their investigators, and the proven cardholder. The Federal Trade Commission takes credit card fraud very seriously. We're confident you will appreciate these additional steps we take at our expense to ensure your identity and credit card remain secure and protected for your use and no one else's.

We reserve the right to request additional information such as the number on the back of the credit card or a faxed copy of your state ID and credit card.

We accept all major credit and debit cards: Visa, MasterCard, American Express, and Discover. We do not ship COD or accept payment by check or money order. Please note: we must be able to verify the address. Details.

When will I be charged for my order?

We only charge your card once items have shipped. If an item is on backorder, the charge for that item will not process until it has shipped. Note: An authorization hold may show up on card statements prior to an order being shipped. Please contact your card issuer for more information.

We guarantee your complete satisfaction for 30 days after your order is delivered. Request Return Authorization on an order or item you have received. We allow you to return almost any product for any reason. When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund. When procedures are followed, there are no restocking fees. For Canadian and U.S. territories customers, please note that if you request an exchange, we require the original item to be received and processed in our warehouse before shipping a replacement. How do I return a product? A return authorization number is required to return a product. Please remember: you can return a product for any reason. Being honest about the reason will just help us process your exchange, replacement, or refund more quickly. We will respond to your request swiftly. You will receive a return authorization number, instructions for sending your product back, and an address for the return. Request Return Authorization on an order or item you have received. Note: We reserve the right to limit return privileges to those who take advantage of our policy with excessive or dubious returns. These decisions are at the sole discretion of our returns department. Who pays original and return shipping? If the return is needed as a result of a damaged or defective product, or from our mistake, we will pay the shipping charges -- both to have your item sent back to us, and to send you a replacement item. Often we issue a factory-fresh product in advance (pending an approval) to get you playing music as soon as possible -- because we're musicians too. These exceptions are at the sole discretion of our returns department. If you return a product for any reason in exchange for a different product, we pay the shipping charges on the product we ship to you in exchange for the product you return, but you are responsible for the return shipping on the product you send back, and we do not credit any original shipping charges toward the exchange. In the case of an outright return for refund, we refund the full purchase price of the product, but you are responsible for return shipping on the product you are returning and we do not refund the original shipping charges. Canadian customers: Please mark the reason for export as "Return" when sending us a product. If you would like a refund of your original customs fees, please contact your local Customs & Revenue/CBSA Casual Refund Centre office. Complete the CBSA form B2G(Informal Adjustment Request) Provide proof of customs fees paid Provide proof that the order was returned to us You will be issued a refund by the Canada Customs & Revenue/CBSA Casual Refund Centre When do we charge restocking fees? Rarely. We can only accept items that are returned without signs of wear and tear and with all of the original contents and packaging. Wear and tear refers to any damage that was not present when you received your merchandise -- scratches, dents, etc. Contents consists of any included parts and accessories, as well as the warranty card and manual without user's notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed. Items not returned in the condition described here may be subject to restocking fees (minimum 10% of the purchase price, as determined by our cost of replacing the missing items including a processing fee for this labor-intensive process) or refusal of the return. Larger items may be subject to a minimum 30% restocking fee. This fee may apply if you refuse delivery or as a result of delivery exceptions, as well as from a typical return. These conditions apply to all returns regardless of the reason for the return. A restocking fee will be charged for any defective item that is returned in damaged condition. How long does it take to receive a refund? Once the warehouse receives the returned merchandise, a refund is typically processed within 2-4 business days (Monday through Friday). Processing time may vary depending on daily return volume. When your return has been processed, we will send a confirmation to the email address on file with your original order. For customers in Canadian and U.S. territories, please note that the exchange rate at the time of your order may vary from the date of refund. This could result in a higher or lower refund amount than you were originally charged.

Go to the Track My Order page

Go to our Return Request page and fill out the RMA form