Fiddlover Retro Ourora Performance Grade Violin X1111

Shipping

Hi, there. I'm Mr. Wang from the transportation department, we are honored to serve you. We are proud to deliver products quickly and safely in the vast majority of cases, with nearly ten years of shipping experience in the U.S and world. Our expert shipping and packing team can ensure that all instruments that leave our workshop are fitted with adequate and green packing so that your instrument are ready to play as soon as you get it! Then, I will provide the answers for some common questions, I hope it will be useful to you, if you have any other questions, please feel free to contact us by email: service@fiddlover.com

• A: How is the shipping charged?

We are proud to be able to ship most of our products free internationally, and the carriers for the free shipping method depend on the items purchased. Besides, all items may not ship from the same location, in most cases we will ship in the US and China, customized products need to be shipped in China. But there are several cases that you need to pay for shipping:

If you are in some remote areas, such as Hawaii, Guam, Alaska, etc., you need to add 50-100 US dollars for shipping. We will communicate with you about the specific amount by email.

If you buy a cello, double bass or their case, you need to pay extra shipping fee, the shipping fee will be shown on the product details page.

• B: I just placed an order, how long will it take to ship?

After receiving your order confirmation email, we will start processing the order within one working day, and generally it will be ready within 3 working days, you will receive a notification and shipping number when your order is shipped. Please note that the order processing time for some special custom products will increase, we will communicate the required time by email. And processing times can be longer during sales, promotions, and holidays, please understand.

• C: I have received the order shipping number, when will it be delivered?

Congratulations, if you receive the shipping number, it means that you will receive the items soon. Most of the shipping information can be inquired, you can use ORDER TRACKING for self-service inquiry(Or click on the Foot Menu--Support And Help), or you can email us for inquiry. Under normal circumstances, it will be delivered 7-10 working days, depending on the place of receipt, logistics and transportation volume, and weather conditions.

• D: Can I cancel or change my order?

If you change your mind and want to cancel the order, please contact us by email service@fiddlover.com in time, we will try our best to meet your requirements, all orders can be cancelled and replaced before delivery, please note that there will be several special cases:

1. Ordinary orders are cancelled during processing, we will charge up to 30% of the fee according to the situation, please understand. 

2. Once the customized products are made, the order cannot be cancelled or replaced.

3. The order cannot be cancelled or replaced during the transportation process.

• E: What should I do if I have a problem with the delivery?

Please relax, there are usually these kinds of problems, please check which one matches the problem you are facing now：

The shipping information shows that it has been delivered, but I did not receive the package.

Please check around the house first or ask your neighbors if they see it. If you can't find it, contact the courier. Finally, check if the order mailing address is wrong. During this period, you can contact us by email service@fiddlover.com at any time, we will assist you to solve the problem together.

The package I received is damaged.

First of all, please refuse express delivery. There may be two reasons:

1. Before the instruments leave our workshop, we go through  11 items inspection for quality control. Generally, the goods are in good condition when they are sent out, but in the rare instance of this happening, please take a photo and contact us by email service@fiddlover.com, and we will solve this problem.

2. In most cases, the courier is damaged during transportation, please contact us immediately by email, provide your order number the following photos, we will help you solve the problem together:

-Pictures of the damaged area(s) of the instrument/accessory as well as the front, back, and sides of it

-Picture of the interior packaging used

-Pictures of the exterior of the box

-Picture of the shipping label

• F: What is your return policy?

If you are not completely satisfied with your purchase for any reason, you may return most items within 30 days of delivery (unless otherwise specified) for a refund of the original purchase amount. In order to get a product refunded, returned items must be in the original packaging and condition- showing no signs of wear or abuse, and be complete with all included materials (such as cases, straps, accessories etc). For more information on returns, exchanges and refunds, please check our return policy. 

• What is your standard return policy?

If you are not completely satisfied with your purchase, you may return most items within 30-days of delivery (unless otherwise specified, and subscribe to us for free and the duration will be extended to 45 days.) for a refund of the original purchase amount (shipping charges are not refundable, but we will give a certain amount of coupons as compensation). In order to get a full product refund, returned items must be in the original packaging and condition - showing no signs of wear or abuse, and be complete with all included materials such as cases, straps, strings, care kits, and any other materials that originally shipped with the product(s). 

Unless there's a problem with your product, you will be responsible for return shipping costs, we will also give a certain number of coupons as compensation. If the returned item shows signs of wear or don't meet our return-requirements, it may be refused. We issue refunds only in the same form of payment you used to make your purchase, and we are not responsible for shipping damages during returning.

We don't give refunds if opened or used the following items : cleaners, polishes, rosin, strings, polishing cloths and other consumables. However, if applicable ,we may exchange these items for free.

• Can I cancel or change my order?

If you change your mind and want to cancel the order, please contact us by email in time, we will try our best to meet your requirements, all orders can be cancelled and replaced before delivery, please note the special cases:

1. Ordinary orders are cancelled during the processing of the product, we will charge up to 30% of the fee according to the situation, please understand.

2. Once the customized products start to make, the order cannot be cancelled or replaced.

3. The order cannot be cancelled or replaced during the transportation.

• The package I received is damaged, what should I do?

First of all, please refuse express delivery. There may be two reasons:

1. Before the instruments leave our workshop ,we go through 11 items inspection for quality control. Generally, the goods are in good condition when they are sent out, but in the rare instance of this happening, please take a photo and contact us by email service@fiddlover.com, and we will solve this problem.

2. In most cases, the courier is damaged during transportation, please contact us immediately by email, provide your order number the following photos, we will help you solve the problem together:

-Pictures of the damaged area(s) of the instrument/accessory as well as the front, back, and sides of it

-Picture of the interior packaging used

-Pictures of the exterior of the box

-Picture of the shipping label

• How do I return it?

If you are following this question, please allow us to say sorry for the bad experience at first, please email us at service@fiddlover.com, provide us with your order number and list the product(s) you will return, we will solve the problem for you as soon as possible.