Policies/Shipping & Returns

The best policy, no matter if buyer or seller is to communicate. If you have any questions or need assistance please do not hesitate to email or call. We are always here to help no matter the circumstance.

USA Shipping

California Residents are subject to 7.75% Sales Tax. No other sales tax collected for items shipped outside California.

Orders placed for In Stock items usually ship the same day if received by 3PM Pacific PDT Time (Monday-Friday). Small items such as effects pedals generally ship Saturdays as well. We know you are hyped to get your items in a hurry. We are well known for our lightning fast shipping! Purchases that qualify for FREE shipping will generally be shipped via 2-3 day USPS Priority Mail for smaller items (most pedals and accessories) and 2-6 day UPS Ground for larger items (some pedals, guitars, amps, and rack gear), both methods including Shipment Tracking and Insurance. Express Shipping Options are available. Customers have the option to upgrade their delivery choices to UPS or USPS Express services for an additional cost. Costs to upgrade shipping methods will be based on total package weight, size, and zip code. If your would like to upgrade your order shipping method, please email or call prior to purchase or immediately during / after checkout for Express Options.

You pay only the exact estimated packaging/shipping charges. We will never overcharge or make a profit from shipping! If the actual packing/shipping costs, which is determined at the time we package your order, is less than the amount on the invoice you receive from us, we will refund you the overcharged shipping amount. If the actual packing/shipping rate does turn out to be higher than the rate at checkout, we will often ship the order at that rate, and pay the difference out of our pocket!

Whenever possible we test and/or inspect all items including: pedals, guitars, amps, power supplies, pro audio, etc. before shipping. This greatly reduces the risk of your order arriving DOA or in less than described condition.

International Buyers

We ship Internationally daily (except Sunday) and have an awesome reputation with our International customers. Unfortunately, our online shipping rate calculator does not yet support International shipping rates. If your order is to be shipped outside the USA, please email or call us to place an order. Payment methods currently accepted for International Orders are Paypal if verified, Bank Wire Transfer, Direct Wire Transfer by Money Gram or Western Union. Direct Credit Card Payments can be accapted under certain circumstances with prior approval and certain conditions are met.

Some items are not available for shipping to certain locations and countries. Most notable Fulltone Products who has a strict policy that USA dealers can not ship items to countries that have a Fulltone Dealer available. If you attempt to purchase an item not available to your location, your order will not be processed and any payments for the item will be refunded.

International orders are generally shipped via your choice of either USPS Global Priority Mail or USPS Global Express Mail. We will notify you via email with the actual shipping charges when you place your order. Once we receive your order, we will calculate the actual International shipping rates and e-mail you with a list of all available services and rates. Our shipping quotes include shipment tracking and full insurance coverage unless otherwise noted. We will not process your order or charge your credit card until you email us your choice of shipping method and your approval of the invoice total.

Many of our items include Free Shipping within the United States. Therefore, we offer International buyers a Discounted Shipping Rate to be determined by shipping destination. International Delivery times may vary and strictly depend on how quickly your local Post Office/Customs Department is. Generally, Priority Mail International items arrive within 7-10 days but on rare occurrences may take up to 3 weeks to arrive. If you need a faster and guaranteed International shipping delivery time, we can ship Global Express mail for an additional cost. The International shipping methods we offer is not slower unreliable regular mail. It is a service offered that is much more reliable than previous U.S. Airmail and the current First Class Mail that has no tracking information or insurance.

PLEASE NOTE: There may be additional excise taxes, VAT taxes, and/or customs/duties charges that apply. These fees are the responsibility of the International buyer. If you have any questions regarding customs taxes please contact us before purchasing. Due to the many different laws by various countries it may be best to contact your local customs import tax office for more details.

Whenever possible we test and/or inspect all items including: pedals, guitars, amps, power supplies, pro audio, etc. before shipping them Internationally. This greatly reduces the risk of your order arriving DOA or in less than described condition.

BACKORDERS / OUT OF STOCK ITEMS

Shipping on Out of Stock merchandise are based completely on our manufacturer’s delivery times to our store.  Pending Out of Stock items will ship within 24 hours, but often same day, of us receiving our inventory.  Limited quantity Out of Stock items will ship on a first come first serve basis, based on order received from the customers.  We suggest that you add to cart and complete the checkout process, even on the Out of Stock items to ensure yourself a spot on the waiting list on hard to get items. We do offer a waiting list without purchase but you will be put below the list of  prepaid customers. If your purchase includes an In Stock item and Out of Stock item, we will generally ship all In Stock items immediately and ship the Out of Stock items as they become available, unless otherwise noted by the buyer.

RETURN POLICIES

We understand that sometimes you just aren’t getting the tones you are looking for from your purchases. Different Return Conditions apply to Guitars, Amps, Pedals, Accessories, New, Used, and Defective items. Please see below for individual conditions for each category. To return any item(s) you MUST follow these steps:

Contact us with a description of the problem and/or reason for return. Most technical problems can be resolved without returning the item. If it isdetermine a return is required, we will issue you an RMA number and any further instructions. DO NOT return an item without this confirmation number. Please write this number on the outside of the box on or near the shipping label. Please also include a note enclosed inside the box with your contact information, copy of original payment receipt and brief desciption for reason for return (example Return for Refund, Return for Exchange for ..... etc, etc). If you return anything to us without an RMA number, you will be charged for shipping both ways, and charged an additional 25% restocking fee, no questions asked, no exceptions.

All returns are also subject to meeting the following conditions:

1. The item must be returned in the exact same condition in which it was received. Returning the item without the manufacturer's box or missing any paperwork, cables, etc will result in an additional 25% + restocking fee.

2. Your return must be received by us within 7 days of the day you received your RMA number. Late returns at our discretion will be assessed an additional 10% restocking fee. International Returns have exceptions due to longer return shipping transit times.

3. Any free gift items (picks, strings, cables, etc.) you received along with your order must also be returned in unused, unopened original condition it was received. If not, you will be charged full price for the item(s).

4. Buyer is responsible for all shipping costs.

NEW EFFECTS AND PEDALS- We offer a 2 week buyer approval on effects pedals (Except Talkboxes) from the day you receive your order. If for any reason you are unhappy with your purchase item can be returned for a refund less any and all shipping and handling costs. All pedal returns are subject to a 7% restocking fee at our discretion. Item must be returned in the same condition as you received it (this especially means no velcro or missing feet).

NEW GUITARS, AMPLIFIERS AND USED ITEMS- We offer a 72 Hour buyer approval on New Guitars, Amplifiers and Used / Demo items from the day you receive your order. If for any reason you are unhappy with your purchase item can be returned for a refund less any and all shipping and handling costs. All Guitar, Amplifier and Used returns are subject to a 10% restocking fee at our discretion. Item must be returned in the same condition as you received it.

NEW DEFECTIVE ITEMS - All items when possible are inspected and tested before shipping to ensure they are not defective and will not arrive DOA. If item does arrive defective or DOA buyer has the option of an exchange or return (if item is no longer in stock). You have 7 days to notify us about defective items that you want to return to us. After 7 days, please contact the manufacturer/distributor for warranty service. User error and negligence are not covered under this policy. If a supposed defective returned item is shown to be the result of user error or negligence no refund will be issued.

USED DEFECTIVE ITEMS - All used items are sold as is. No Warranty is expressed or implied. Used items are tested before shipping same as New Items to ensure they are not defective and will not arrive DOA. If item does arrive defective, DOA or used item arrives in condition not as expected buyer has the option of return within 72hr Buyer Approval Period or compensation for repair if deemed the necesarry action and feasible. User error and negligence are not covered under this policy. If a supposed defective returned item is shown to be the result of user error or negligence no refund will be issued.

The following items CANNOT BE RETURNED (unless defective described above or they were sent to you as a  free gift with purchase, in which they must be returned in the same condition they were received to avoid paying for them): Apparel, Cables, Maintenance Supplies (polishes, oils, sprays, cloths), Picks, Pickups (unless unopened), Power Supplies (includes all multi-pedal power supplies and accessories), Replacement Parts (All-Parts, Fender parts, etc... unless unopened), Straps, Strings, Microphones, and Talk Boxes.

REFUNDS

Generally, we will refund you the exact method that you originally paid with or offer a Store Credit. Restocking Fee's often do not apply for Store Credit or Exchanges. We will credit your account (minus any shipping & handling charges and any restocking fees) as soon as we receive and inspect the returned item(s). Please note that it could take several business days before you actually receive the charge back or refund check due to processing times. Orders that were paid with a check or a money order will be refunded by cash (in-store customers only) or a Super Sound Music company check. NO REFUNDS WILL BE GIVEN FOR RETURNED MERCHANDISE THAT WAS ACQUIRED BY A TRADE IN. TRADE IN VALUES ARE FOR STORE CREDIT ONLY.

PAYMENT METHODS

We directly accept Visa, Matercard, AMEX and Paypal or payment can be made by postal money order and personal check. If payment is made by personal check, item will not ship until payment has cleared (aprox. 7 days). Items paid for by Paypal, Amex, Visa or Matercard item must ship either to a confirmed Paypal address or the address your credit card has on file unless prior arrangements have been made. Other payment options include Bank Wire Transfer or Direct Wire Transfer from Money Gram or Western Union. Some payment options may not be available for International Purchases.

YOUR PRIVACY AND SECURITY

Super Sound Music is highly sensitive to the privacy interests of consumers and believes that the protection of those interests is one of its most significant responsibilities. In acknowledgment of its obligations, Super Sound Music has adopted the following Privacy Policy applicable to information about consumers that it acquires in the course of its business:

1. Acquisition of Information. We do not acquire any more information about consumers than is required by law or is otherwise necessary to provide a high level of service efficiently and securely.
2. Our Employees and Privacy. We train all of our employees about the importance of privacy. We give access to information about consumers only to those employees who require it to perform their jobs.
3. Security Measures. We make access to privacy-sensitive information subject to rigorous procedural and technological controls, consistent with legal requirements and the demands of customer service.
4. Disclosure to Third Parties. We do not, under any circumstances, sell, lease, rent, barter, loan, or give away customer data. Your privacy is important to us.
5. SSL (Secure Sockets Layer) Technology. We use SSL Technology so that all personal and confidential information you provide us with is transmitted via a secure browser-to-server link. SSL is the industry standard technology for creating secure Internet connections and has been used for many years, providing millions of Internet shoppers with the highest level of security available.