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Return, Refund & Replacement Policies

Contact us before you return anything.

Contact us immediately if there is any problem with your order.

International Orders: Return & insurance policies for international orders

All items sold on Artdrum.com or Artdrum's online channels, such as Reverb, are guaranteed against defect, damage or poor craftsmanship by our distributor's & manufacturers.

If any item arrives damaged or defected, we will replace it or fix it for free.

If any item arrives damaged or defected and it needs to be returned to Artdrum or Artdrum's distributor, then you will NOT have to pay any shipping costs.

If you are not satisfied with an item for any reason, which is under our Satisfaction Guarantee Policy, you may return it within 35 days of receiving it, except for replacement heads and rawhide skins, which is 14 days.  Please read the following details about returns.

Poor Sounding or Poor Quality Instrument or Accessory:

If an item sounds bad or just seems to be of very poor quality, but has no visible damage, please let us know.  If the item is of poor quality and you do not want a replacement, then you will receive a full refund and will NOT have to pay any return shipping costs or any other fees.

What happens if an item is delivered, but the customer/intended recipient doesn't receive it because it is stolen, delivered to the wrong address or somehow is gone before they attempt to take it into their possession?

If no tracking info is provided to the customer or intended recipient, then Artdrum will replace the item or provide a full refund or find another solution that the customer agrees to/is satisfied with.  However, before shipping the replacement item or refund or other solution Artdrum may first contact the shipping company to file an investigation.  On very rare occasions deliveyr companies deliver packages to the wrong address and the shipping company can retrieve it and deliver to the correct address.  Of course, if this happens then Artdrum is not responsible for providing a replacement item, refund or the like.

If tracking info is provided to the customer or intended recipient, then it is the customer or their intended recipient's responsibility to receive the instrument and take it into their possession.  If an item is delivered, but stolen or somehow not present when the customer first attempts to take it into their possession, then the customer should contact the shipping company immediately, provide the tracking info and inform them of the situation.  The customer should also request for the shipping company to 1) confirm with the driver of the local depot that it was delivered to the correct address & 2) run an investigation.  The customer is also encouraged to contact Artrum.  Artdrum does not guarantee a free replacement or a full or partial refund, but we will consider the circumstance.  If the shipping company cannot retrieve the item, Artdrum will consider the sending a replacement or a full or partial refund depending on the circumstance.

If there is signature required for delivery and a package was signed for, then the customer/intended recipient is fully responsible for that package and any item within.  Artdrum is not responsible for offering any replacement item or a full or partial refund when a signature is required and obtained at the delivery of that item/package.

If a representative from Artdrum asks the customer or intended recipient if he or she would like a signature to be required for the delivery of the item and the customer or intended recipient chooses to not get signature required, then Artdrum is not responsible for providing a replacement instrument, full refund, partial refund or other solution. 

When shipping internationally, if no tracking number is provided to the customer or intended recipient, then Artdrum assumes all risk. If a tracking # is provided is provided to the customer or intended recipient at the time that the item ships or while the item is in the shipping/delivery process, then the customer assumes all risk.  NOTE: The customer/intended recipient is responsible for receiving any tracking info sent to an email address that he or she provides.  If the tracking number or tracking info goes into a spam or junk mail folder, then the customer or intended recipient is responsible for retrieving that info.

Who Pays the Return Shipping Costs if the Quality is fine and there is No Defect?

If you return an item that is not of poor quality or has no damage or defects, then you are responsible for paying for the return shipping.

Who Pays the Original Shipping Costs (the cost of shipping the item to you) if the Quality is Fine and there is No Defect?

If you return an item that does NOT sound bad, is NOT of poor quality and has NO defect or damage, then the customer is responsible for all shipping costs.  Upon the return of the item you will be refunded the cost of that item and any sales tax, if applicable, but not the original shipping costs (the cost of shipping the item to you).

Are there ever any Restocking Fees?

Some items, including, but not necessarily limited to, Paiste Gongs, Sabian Gongs, Wuhan Gongs and LP items may have a restocking fee of 5 - 10%.  Whether a restocking fee applies partly depends on a given circumstance and reason for return.  If you want to find out whether there will be a restocking fee for returning an item before you order, please ask us.

Returned Items After 35 Days (or 14 days for heads & rawhide skins):

Please contact us before you return anything. If you contact us after the normal policy time and we agree to receive a returned item after 35 days (or 14 days for rawhide), then you may be charged a restocking fee of 10% of the original order minus the original shipping costs.  Also, as with our normal policy, you will not be refunded the original shipping costs, assuming there were no defects when you received the item(s).

Items Must be Returned in the Condition you Received Them:

Items which are returned NOT because of poor quality, damage or defects, must be returned in new condition.

NOTICE: EXCEPTIONS TO RETURNS & REFUNDS

Please note: Special orders cannot be canceled.  Since special orders are made specifically for the customer upon ordering that item(s) and since special orders are not regularly manufactured or regularly stocked items, the policy for our manufacturers and Artdrum is that special orders cannot be cancelled.  Please place a special order only if you are certain that you want the item(s), which you are ordering.

Please note: When ordering accessories that are made for specific instruments, such as drum heads, rims or lugs be certain you order the correct item.  If you are not certain, just ask us before ordering.  If we ever ship you the wrong item, then we will send you the correct item for free or give you a full refund for the wrong item.  However, refunds are not guaranteed for items that were purchased not for their intended instrument, model, purpose or design.

If you have any questions, please ask us.  Thank you.

 

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