Shipping & returns
Shipping
All domestic sales on new, modern instruments will ship for free. We ship instruments with UPS Ground, which typically takes 1-6 days, according to the UPS website. Charges still apply to expedited orders and international orders. Free USPS First Class Shipping on domestic accessory orders applies to mouthpieces, reeds, ligatures, and miscellaneous accessories. Instrument cases are subject to shipping charges as USPS First Class Shipping is not available for heavier items.
Returns, exchanges and store credit
Merchandise returns or exchanges must be made within 7 days of receipt. Please note: Items being returned need to be shipped out within the 7 days, this does not mean it has to arrive at Tenor Madness within the 7 days. Upon receipt of the returned merchandise, we will refund your order minus all shipping and handling charges and any restocking fees. All refunds will be paid either by company check or credit card refund and are generally completed within two weeks of receiving the returned merchandise. Please make sure the items being returned are carefully packaged and fully insured. Tenor Madness reserves the right to refuse uninsured packages. Refunds cannot be processed for items that are returned in poor condition, damaged, or accessory items in which the security seal or factory shrink wrap has been broken (ie: reeds, cork grease, mouthpiece patches etc). Items modified by the customer, such as instruments or mouthpieces, are not eligible for any refund. In the rare instance that an error was made when filling your order, simply contact us within 7 days of receiving the package and we will arrange to have a replacement package sent out as soon as your item arrives.
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To begin a return or exchange, please fill out the following form and Shirley will reach out to you as soon as possible:
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Refund policies
Tenor Madness will be happy to exchange any defective product (provided that it still exists on the retail market) for a brand new replacement in accordance with the rules stated above provided it is returned to us in otherwise new (mint) condition and retains all factory packaging and printed material in its original, unaltered condition. Merchandise listed under our accessories category must be returned within 7 days of receipt. Refunds will be issued by either store credit for future purchases or an outright refund. A refund by store credit has no restocking fee with no refund of shipping and handling charges. Our restocking fees are as follows:
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-Accessories (mouthpieces, ligatures, lefreQues, Woodstone screws, etc.): $7
-Instruments $2999 and below: $125
-Instruments $3000-7999: $200
-Instruments $8000-11,900: $300
-Instruments $12,000: at seller’s discretion
All refunds must follow in accordance with the rules stated above. The returned item or items must be in new (unused) condition and must include all factory packaging and printed material in original, unaltered condition. For in-store credit must be redeemed at Tenor Madness within one year of issue date or be forfeited.
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Merchandise listed under vintage or modern mouthpieces must be returned or exchanged within 7 days of receipt. There is no restocking fee accessed when you exchange the mouthpiece for a similarly or higher priced item. In this case, you are only responsible for the difference in price and the additional shipping and handling charges. If you are returning a mouthpiece without an exchange, the refund is subject to a $7 restocking fee with no refund of shipping charges. Vintage or rare mouthpieces valued $800 or more are subject to a $25 restocking fee. Any marks, dings, scratches, etc. that can affect value will be assessed by our mouthpiece repair technician and the customer may be responsible for that loss. Refunds will be issued by company check or credit card refund. The returned item or items must be returned in the identical condition as when they left our store and must include all factory packaging and printed material in original, unaltered condition.
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Vintage or modern saxophone and other instruments can be returned or exchanged within 7 days of receipt. We understand that in order to make a final decision that you must play-test the instrument. There is no restocking fee accessed if you are exchanging for a similar or higher priced item. Like the mouthpiece exchange policy, you are responsible for any difference in price and any additional shipping and handling charges. We have a one year trade-up credit on any used or vintage saxophone in which you would be responsible for any difference in price and any additional shipping and handling charges. If you are simply returning an instrument without an exchange, the returned instrument is subject to the appropriate restocking fee as listed above and is calculated from the full purchase price of the item. All shipping and handling charges are non-refundable on all returned items. If you are returning an exchanged item the restocking fee applies to the original purchase price of the exchanged item and none of the shipping charges are refundable. We will issue all refunds by credit card refund or company check. Tenor Madness will make every effort to issue a refund back to you within 14 days after we receive the returned instrument. The returned instrument must arrive back to us in the identical condition as when it was sold.
The terms and conditions are subject to change. Any parties determined to be abusing this return policy are subject to restrictions or suspension of return privileges.
Cancellations
Tenor Madness will ship an order as quickly as possible. Therefore should you choose to cancel an order after it has been placed, there is a chance that it may already be shipped out. We will try to stop your order if it hasn’t already gone out. If you wish to cancel an order please contact us immediately.
Out-of-stock
High demand and a commitment to give you the best quality products at the best prices possible will sometimes cause an item to be temporarily out-of-stock. If an item you have ordered is out-of-stock, then the rest of your order will be processed, charged and shipped out. The out-of-stock item will be backordered, and you will be notified. Backordered items will ship as soon as they are back in stock.