Orders & Return Policy

Returns & Exchanges

At Fountain Music, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase for free. Simply follow the guidelines below:

1. Returns are free and eligible for a full refund if returned within 45 days.
2. Items must be returned unused, uninstalled, in their original packaging
3. Unopened strings may be returned within 45 days. Installed strings are not returnable, unless they break within the first 14 days after purchase. 
4. Special ordered items (instruments, bows, cases, audio equipment) are subject to 15% restocking fee + shipping
5. We recognize that returns are important to our customers. To ensure a positive shopping experience for all our customers, if we identify an unreasonable return pattern, we may restrict or refuse future transactions from such customers.

Best Price Guarantee

We will beat or price match any authorized competitor. We often issue special discount codes to conservatory students and musicians to support their endeavors. 

Back Order Cancellations

Pre-paid orders that are out of stock, and have been instructed by customer to be kept on back order, and or special order items, if cancelled by customer during order waiting period are subject to a 10 to 15% cancellation fee. This applies to cases, instruments, and accessories that include but are not limited to BAM, Tonareli, Gewa, and others. 

Refund Options

We offer two refund options for returnable merchandise:

1. You can select to return for merchandise credit and enjoy free return shipping. (Note: Air-shipping rates apply for Alaska and Hawaii.)
2. You can select to return for a refund to original form of payment and pay a $7.75 or $15 ( > 1 lb. items) return shipping fee.

Exchange

If you would like to exchange your item, please return your original merchandise and place a new order on FountainMusic.co

• Shipping charges are non-refundable. Any additional fees incurred to receive the return will be deducted as well. Returned cases, bows, instruments, audio equipment will be refunded at merchandise price minus restocking and actual shipping fees.
  
  

To make a return:

1. Contact Us 

• All returns must be pre-approved. Obtain a return-authorization number by emailing us at service@fountainmusic.co
• We will provide you with a shipping label with valid tracking number.

2. Prepare your package

• Pack your return securely, in the original package, if possible, and include your printed invoice.
• Affix your shipping label to the package, making sure no other tracking labels are showing.

3. Ship it

     When your package is ready, ship it via FedEx or the U.S. Postal Service

• For FedEx, drop it off at your nearest FedEx location.
• For the U.S. Postal Service, give it to your mail carrier or drop it off at your nearest post office.

4. Track it

You can track your return on our returns website. Once we receive the package, we'll process your refund and notify you that the return has been completed. Refunds in the form of original payment can take up to one week to be credited back to your account

Price Matching & Adjustments

We price match the listed price of all authorized brand retailers. Requests for adjustments will be honored if the merchandise was purchased at full price and if it is marked down within 10 days of purchase.