A: Please Email!!  And please uncheck the "Hide my Email address" link if you are using Ebay's mail system. Conversely, you may Email us directly at support@musiciansadvocate.com. Only a trained Sales Professional will respond to your question(s), and this person also has the authority to combine shipping, send a direct checkout link to a private Ebay listing, and is also your liason with the manufacturer of the product. We urge you to take advantage of this resource!  

 

A: If you have already received your item, and it is defective or DOA within 3 days, please email with a request for Return Authorization. We also will need to know the nature of the problem, your order number, and the serial number of the unit (if applicable). We will simply replace the item or refund at our discretion upon receipt of said defective item. If you are simply dissatisfied with the item, and have all of the original packing materials, you may request a Return Authorization within 14 days as well. Please be aware that we reserve the right to charge a 15% restocking fee on these types of returns if ALL packing materials and accessories are not included, and that return shipping is your responsibility. Unless otherwise specified, all items carry the full manufacturers United States warranty, so please refer to the specific manufacturer website for the duration. International Buyers are NOT COVERED by any implied warranties under ANY circumstances. (their rules....not ours:)

 

Q. How much is Shipping? Will you change my Shipping Address or Carrier?? What about Tax and Duty? What about Insurance? Can I get Shipping Included in my Bid or Best Offer?

 

A: There is stated, honest, flat rate shipping displayed on our Ebay listings, and also when you checkout in our system. We charge actual rates, and most International Buyers will be required to take insurance on the item. Moreover, we are limited by certain manufacturers on whether or not we can ship to your country, so PLEASE EMAIL US FIRST IF THERE IS ANY DOUBT! Please do not ask us to ship to a Different Address, or to use your Shipping Account, because we simply cannot do it. Our system is automated, so please make sure both of our lives go smoothly here. Moreover, TAX, DUTY, or VAT are the sole responsibility of your local Customs Laws, not our doing. So again to our International Friends: We love you, we appreciate your business, we are not pompous Americans, we are just letting you know that we are not charging you these fees, YOUR GOVERNMENT IS. Oh, and please do not ask us to declare a lower value, or as a gift....it is against the law, and Ebay Policy....  Domestic Customers will have the option of taking insurance during the checkout process. And one last point: WE DO NOT INCLUDE FREE SHIPPING, unless stated in the listing. Not only are our prices already too low, but we have no way of accepting Free Shipping bids, Best Offers, etc... ever.....(thank you:)

 

Q: Where is my Tracking Number?? Where is my Item that I Ordered??
 
A: Your tracking number will be automatically sent to you by the carrier within 24 hours of shipment. Now we know that this sounds like a broken record, but it seemingly happens over 60% of the time......PLEASE CHECK YOUR JUNKMAIL INBOX, and ALL SPAM FILTERS. The status/tracking Email can usually be found there..... Tracking Information comes from the carrier, and not from us.
We process all in-stock orders within 24-48 hours of payment, and ONLY ON WEEKDAYS. If you pay on a Friday Afternoon, nothing will happen until at least Monday, as we do not work on the weekends, nor do the carriers pick up on the weekend. This goes for Holidays as well.  If your Order Status simply says "Shipped," but there is no ship date, then it is still in process. Also, you may want to keep in mind that tracking info generally becomes available 12-24 hours after the item has left our warehouse.
Now, occasionally some items do become oversold or backordered at the manufacturer. We know that this is a cause of major consternation with certain customers, but the reality is that this has always been an unavoidable reality. We sell across multiple Sales Channels, including websites, multiple Ebay accounts, and Multiple Amazon Accounts, as well as Buy.com, Google, Pricegrabber AND locally here in our Las Vegas store. It is therefore impossible to keep a 100% completely accurate, up to the minute inventory at all times (Although we are over 99% accurate in that regard). We can guarantee you that Musician's Friend, Sweetwater, and all of the other sites have this same issue, make no mistake about it! HOWEVER, be assured that we will let you know if your item is backordered, give you an ETA, and offer you the opportunity of a refund on the spot. Moreover, we have also been known to offer free accessories such as headphones, cables, etc to those who wait:)
In summary, if your item is backordered, nobody is going anywhere with your money. We are a 5 Million Dollar per year business, Top Ebay Powersellers, NAMM Members, PESA Members, ECMTA Members, and generally a good bunch of guys....no one is out to scam anybody here. We know it is E-Commerce, and E-Commerce can be scary - but the bottom line is that you have very recourse in the world, and we have very little....Which is a great seque into my next FAQ Question........
 
Q: I am upset that you will not answer me directly, and I do not like your Customer Service, should I leave you negative feedback?? Will this help matters??
 
A: Absolutely not. The Ebay Feedback system, while a great idea 13 years ago, is now utterly useless in this day and age.
There is NEVER a good reason to leave us Negative or Neutral Feedback, or anything less than an across the board 5 star rating. Why?? BECAUSE WE RESOLVE EACH AND EVERY ISSUE. We have invested tens of thousands of dollars in an automated system to make the process go smoother for both of us. ANY problem can and will be addressed, so please do not "go there." It is not only counterproductive, but it hampers our ability to offer great prices, and fast shipping, as well as our ability to invest in Customer Service Technology and Resources.  Customers who extend their patience, understanding and respect towards us are generally given FIRST PRIORITY.
 
Q: I am having problems with checkout, can you help me??
 
A: If you have not finished shopping for multiple items, please do so BEFORE checking out. This way the system will automatically combine shipping for your purchases (neat huh?) If you have already checked out and paid for a single item, you cannot add anything else to that particular checkout. If you experience a problem with your credit card during checkout, do not press the "complete order" button multiple times, as it will keep authorizing your card repeatedly.
Instead, please Email us with your name and order number, and the nature of the credit card issue, and one of our agents will get back to you quickly. We are interested in making it work for both of us!
Occasionally, we may reserve the right to ask International Buyers for additional verification of their identity. This is to protect ourselves from credit card fraud and chargebacks. We also may reserve this same right for domestic buyers with a different ship-to/bill-to address as well. And finally, if we simply cannot verify a customer, or their credit card or paypal payment fails, we reserve the right to simply CANCEL the order. If this is the case, then we expect for you to agree to Ebay's "Mutual Cancellation Agreement" message via the Unpaid Item Reminder Process. Failure to do so results in our having to pay hefty fees for an item that has yet to be sold. We may also ask for a small Cancellation Fee, reserved for buyers of high ticket items that have decided not to go through with the transaction for whatever reason.
 
 

 
Sincerely-The Staff at Musician's Advocate Inc