We appreciate your business and want you to be 100% satisfied.
If you are not completely satisfied with your purchase, notify us and return it within 7 days of receipt. Return policies may apply, see policies for general merchandise, mouthpieces and instruments.
You will receive a confirmation email following your order.
We will contact you via email or telephone within 1 business day if your item is out of stock.
Your order will ship within 24 hours (weekends excluded) via FedEx; items not in stock will ship when available.
If you wish to cancel your order once we notify you that your order is out of stock, you are welcome to do so within 1 business day of receiving out of stock notification.
We will process your order as soon as your out of stock items become available if you do not cancel your order within 1 business day, and you will be responsible for full payment on these items.
All special order items must be paid for at the time of ordering and cannot be canceled once the order has been processed,
FREE DOMESTIC SHIPPING on all orders over $40.00, shipping not refunded if an item is returned.
Free Domestic Shipping applies to the Continental United States. This excludes, but is not limited to, Alaska, Hawaii, and Puerto Rico.
You will be provided a tracking number via email from FedEx once your order has been shipped.
Occasionally, emails from FedEx will be mislabeled as “spam” so check your spam folder if you have not received this tracking number.
We charge a 15% restocking fee for refused or undeliverable items.
Orders are shipped via FedEx. FedEx does not ship to Post Office Boxes.
Your order will not be shipped if you do not provide a physical shipping address, if you live within the United States.
If you are an active duty member of the United States Armed Services and are posted overseas, we will use the US Post Office to ship to your APO.
We use the US Post Office or Fedex to ship orders outside the United States.
We will not change the value of items shipped overseas on the customs declaration.
We only insure instruments or expensive shipments for the full value, please contact us if you would like to make arrangements to insure a mouthpiece. Receipts and invoices will be emailed.
We are not responsible for any customs or import fees that may be incurred. Please, contact your local customs office for information about possible fees.
PAYMENT TYPES ACCEPTED
We accept Bank Wire Transfer, Cashiers Check, MasterCard, Discover Card, American Express, and PayPal.
There is a $30 charge for returned checks.
We also accept Purchase Orders for educational and military orders.
Purchase Orders must be received in advance, and be completed. We will contact the purchasing office of the institution to confirm the order.
If you require us to send your order Cash on Delivery (COD), an additional $9 fee will be applied to your total.
This service is only available to addresses within the United States.
GENERAL MERCHANDISE RETURN INSTRUCTIONS
If you are not satisfied with your purchase within 7 days of receiving it, please call us at 402-289-9699 during store hours or send us an email at Sales@thompsonmusic.com to notify us that an item is being returned.
For a full refund of the merchandise purchase price (shipping costs are not refundable – if you received free shipping to you it will be deducted from your final return amount), the item(s) must be received within 10 days notifcation of it’s return.
If we have not received the item within 10 days of being notified, you are subject to a $20 late fee.
Failure to notify us of a return qualifies you for a 50% return fee if the time lapse from purchase date is outstanding.
All merchandise must be in original condition and show no signs of wear.
Any items showing signs of wear or use will be subject to a minimum 20% restocking fee.
All returned items must include original packaging, accessories and paperwork.
The manufacturers box, warranty and manual must NOT be written on and the box must be resealed with clear tape only.
Any merchandise that was sent from a manufacterer as a drop ship must be returned to our store location
Please see the Mouthpiece Return Policy section for our mouthpiece policy.
The following items are non-returnable:
Special Order Items, ErgoBrass, Books, Compact Discs, Cronkhite Cases, Cleaning Products (Valve Oil, Silver Polish, etc) and gold plated mouthpieces other than Monette.
RETURN SHIPPING INSTRUCTIONS
You are responsible for returned merchandise until it safely reaches our location.
Repack and double box your return carefully with your name documented somewhere on the inside of the shipping box.
Ship all returns to:
14220 Fort Street
Omaha, NE 68164
Any damages caused in a return is the customer responsibility, you are responsible for insuring your return for the full value of your item(s).
We are not responsible for shipping charges.
We are not responsible if your return gets lost in transit.
Please allow two weeks for processing of return.
Credit card purchases are credited back to the original credit card. All other refunds are by company check or paypal.
Merchandise returned without notifying Thompson Music is subject to a 50% fee and original shipping charges out as well as any restock fee that may be applicable.
MOUTHPIECE RETURN POLICY
Custom order mouthpieces are non-returnable. Used mouthpieces are not returnable outside of the 7 day standard policy. Standard mouthpieces are returnable within 7 days of receiving it. No restock fee if mouthpiece is returned shined and looking brand new. Mouthpieces that require buffing, silver polish, and can only be resold as a demo are subject a 25% restock fee. Any mouthpiece that is damaged, or unable to be sold as a demo will not be eligible for any refund. You will be contacted to either have it returned to you or have us sell it on consignment. These decisions are solely made by the Thompson Music staff and are final once made. You must call or email to notify us that you will be sending the mouthpiece back. Failure to do so may result in extra fees (see general return policies). You are subject to shipping both ways. Please, include your name inside of the box somewhere. We will authorize up to 2 mouthpieces at a time. Speak with Mike Thompson for a mouthpiece consultation if you need one. Abuse of Return Privileges – Our return policy is in place to ensure our customers never get stuck with a wrong piece of gear. Those who violate the spirit of our return policy by having excessive returns may be subject to limitations or suspension of return privileges.
We are not responsible if your return gets lost in transit. Fully insure all returned mouthpieces.
INSTRUMENT TRIAL POLICY
Available for consignments and non custom new instruments. Upon ordering online, an authorization for the full amount of the order will occur. Call us to set up an authorized trial period without upfront payment. For trial periods set up after a consult, we do not charge the purchase for orders in the United States until you have had the instrument for 7 days. We will only debit shipping for the instrument to you. International orders must be paid for before shipping. Any shipping charged initially for domestic shipments on instruments will be credited toward the purchase of the instrument if kept, otherwise, it will not be refunded and the instrument will need to be returned within 7 days of receipt. We must receive notification that you are returning the instrument or you subject to fees (see general return policy)
DEFECTIVE MERCHANDISE RETURN INSTRUCTIONS
Defective merchandise will be replaced at no cost to you.
Please call 402-289-9699 during normal store hours within 24 hours from time immediately upon receiving the item.
DAMAGED MERCHANDISE POLICY
To qualify for return shipping you must call 402-289-9699 to report any problems within 24 hours of receipt of damaged merchandise.
Repack merchandise using all original packing materials and boxes. Items missing original packaging may not qualify for reimbursement.
Include all original paperwork (warranty, accessories etc.).
We will arrange for Fedex to pick up the merchandise.
Upon receiving the damaged merchandise, we will ship a replacement.
To avoid fees, please be sure all original contents and packaging are returned. A restocking fee may apply if damage is not a result of shipping.
Prices and offers are subject to change without notice. Thompson Music is not liable for typographical errors or incorrect manufacturers specs. Thompson Music reserves the right to modify products without any prior notice to you (even after submitting an order). Product pricing, descriptions, and availability changes quickly – we work to keep our website as up to date as possible but we do not warrant the accuracy or completeness of products and descriptions on our website. It is the customers responsibility to know and understand our policies.