Frequently Asked Questions (FAQ)

Order Questions

How can I check the status of my order?
You will receive a shipment confirmation email with a tracking number once your order has left our warehouse. You can click the tracking number in your email or log into your account on our website to see the latest status and delivery estimate.

What is your return/exchange policy?
We want you to be completely happy with your purchase. We offer a 30-day return policy for most unused and unopened items. The item must be in its original packaging with all tags attached. For hygiene reasons, we cannot accept returns on certain items like reeds, mouthpieces, or rosin. Please visit our Returns & Exchanges page at onlineviolinstores.com for full details and to initiate a return.

I received a damaged/defective item. What should I do?
We apologize for any inconvenience! Please contact our support team immediately. We will gladly send a replacement or process a full refund for any item that arrives damaged or is defective.

I need to cancel or change my order. Is this possible?
We process orders very quickly to ensure fast shipping. If you need to cancel or make a change, please contact us as soon as possible. We will do our best to accommodate your request if your order has not yet been prepared for shipment. We are unable to make changes once an order has been shipped.

Do you offer international shipping?
Currently, we primarily ship within the United States. For specific inquiries regarding international orders, please contact our customer service team for assistance.

Product & Instrument Questions

Do you set up the instruments before shipping?
Yes! Unlike many other online retailers, our skilled luthiers and technicians professionally inspect and set up every instrument in our shop before it is shipped. This ensures you receive an instrument that is ready to play right out of the box, with optimal sound and playability.

What is the difference between this beginner model and that one?
Our product specialists are here to help! We have hands-on experience with nearly every product we sell. Please don’t hesitate to reach out with your specific questions, and we will provide a detailed, honest comparison to help you find the perfect instrument for your needs.

My instrument needs repair. Do you offer repair services?
While we specialize in sales and initial setups, our team has extensive knowledge of instrument repair and maintenance. We recommend contacting us to describe the issue, and we can often provide guidance or recommend trusted local repair shops.

Website & Account Questions

How do I create an account?
You can create an account during the checkout process by selecting the option to save your information. You can also create one at any time by clicking the “Log In” link at the top of our website and then selecting “Create Account.”

I forgot my password. How can I reset it?
Click the “Log In” link at the top of our website. On the login page, click the “Forgot your password?” link. Enter the email address associated with your account, and you will receive an email with instructions to reset your password.

The item I want is out of stock. When will it be back?
We work hard to keep popular items in stock. You can sign up for a restock notification on any product page to be alerted via email as soon as the item is available again.

General Questions

Do you have a physical store I can visit?
Our primary operation is based online at onlineviolinstores.com, which allows us to offer competitive prices and a vast selection. We do not have a public-facing retail storefront.

Do you offer discounts for schools or educators?
We are proud to support music education. We do offer special pricing for schools and educational institutions. Please contact our sales team for more information.

Can I sell my used instrument to you?
We primarily sell new instruments and do not typically buy used gear from individuals. We recommend exploring dedicated online marketplaces for selling used musical equipment.

If you cannot find the answer to your question above, please do not hesitate to reach out to our friendly and knowledgeable customer service team through our Contact Us page. We are always happy to help!