Upton Basses Guarantee, Shipping, and Returns Policies

Upton Bass Guarantee, Shipping, and Returns

Our foremost priority is to provide a satisfactory shopping experience to our customers. As a result we have developed the following policies, which we feel are the best balance between liberal terms for the customer and realistic constraints required for our business.

A summary of the Upton Bass return policy

All products, except strings & instruments, can be returned for a 100% no-hassle refund within 10 days of product delivery, (verified by UPS Tracking)  these items must be in un-used brand new condition in the original packaging. At our discretion, you will receive a full credit or refund (we do not charge a restocking fee) for the price you paid for all the items returned.  The original shipping and handling charges and the cost of shipment back to our company are all non refundable. To obtain a full credit or refund, the goods must be in the same condition as when purchased and must be shipped back to us in the original packaging. After return, inspection, and credit approval your credit will be made for the purchase. 

1. My product is defective. Can I return it, and what kind of refund can I expect?

We have a 10-day return policy on all items, except strings and instruments. We must be notified of problems with defects with five (5) days of receipt. If the item is defective, upon return we will either refund the item's cost to your credit card, or we will send out a free replacement (no shipping charge for light items) as promptly as possible (if you contact us early in the morning, we can usually ship out replacement items the same day you call). Defective items need to be returned to us; please do not throw the broken items away, if you do so we will not issue a credit. We need these items back so we can evaluate the defect and prevent this from happening with future products, and also in some cases to request a credit from the manufacturer or our suppliers. It is cheapest for you if you can use our packaging to return the item, and we will usually refund the cost for shipping defective items. Please include a receipt of the shipping charge with the defective item; as this helps us greatly. We reserve the right not to pay for return shipping at our discretion.  If shipping costs are refunded the will be standard UPS Ground charges, Expedited costs will not be reimbursed.  Replacement or repaired items will be return shipped via UPS Ground which can be upgraded at the customers expense, please be sure to inform us if this is important to you.

If the item has broken after the 10-day period, we still may accept the return; we determine this on a case-by-case basis. For instance, if your case handle falls off after two months, call us and we will try to accommodate you. However, we do not cover extraordinary wear and tear or intentional breakage. If someone used a bass bow as a substitute for a conductors baton and broke the bow, we would not be able to exchange or refund this as a defective item even it was returned within 10 days.  Please notify us as soon as possible if something proves to be defective.  It is nearly impossible for us to document and refund or replace a product if you say it was discovered defective a year ago.

2. Can I return or exchange a product if it's not defective?

We accept exchange returns on all new-condition, un-used items at our discretion, for 10 days other than product outlined above. We expect you to cover return shipping (and recommend you use our packaging to return the items). We recommend UPS GROUND for all items, since it provides you the greatest ability to track you item and offers delivery confirmation. We do not charge any re-stocking fees or surplus charges in most cases. We will simply credit the amount of the item to your method of payment, or we can apply the amount toward store credit for something else. We do not credit for the initial shipping charge, or any other shipping costs.

We charge standard shipping charges for replacement items. If you accidentally ordered the wrong item and feel you should have an exception made, feel free to call customer service at 1-860-535-9399 and have your ordering information available.

At our discretion, any order that is returned BEYOND the 10 day time frame, or for an instrument order, a 15 percent re-stocking charge will be deducted from the credit amount. As written above, no shipping charges will be refunded upon return.

3. I have ordered the wrong strings or the strings broke. Can I return them?

We are proud of the strings that we carry, but cannot guarantee that they won't break during installation. Strings CANNOT be returned for credit once they have been installed on an instrument, period, no exceptions will be made.  If we send you the wrong strings we will exchange them without questions, however if they have been installed we will not refund or exchange the product. Please inspect strings BEFORE installation for signs of defects, loose windings, kinks and indents in the strings and of course that they are the correct string ordered. We will only accept defective strings within 5 days of receipt and this being subject to our inspection and approval. 

4. How do I return an item, and what is your address?

Please call customer service first at (860) 535-9399 or e-mail us. If you call after normal business hours, you will be prompted to leave a voice mail, so have your name and any account information ready when you leave your message.

ALL RETURNS MUST BE AUTHORIZED, NO EXCEPTIONS WILL BE MADE, AND MUST HAVE A RETURN AUTHORIZATION NUMBER.

Our returns mailing address is:

5. Are there any special things to consider when packing and returning my items?

Do not write or tape anything on the original box or packaging that the item came in with the exception of the RA number your Upton Bass representative has given you. Remove all prior shipping labels, and be sure that the packaging is in good order. 

Any bows returned should be un-tightened, or else you may be responsible for the cost of damage to the bow.

Make sure that the items are adequately packed and padded so that they don't receive any damage in transit. If possible, reuse the shipping materials we utilized to send the product to you. Make sure that any of the original shipping labels on the outside of the box are crossed out or removed.

6. What does the “Free Shipping on all UB Basses” promotion include?

Upton Bass gives you $200, which is applied to the cost of shipping your new UB model Double Bass. This credit cannot be applied toward any other part of your order, and applies to the United States and Canada only. Shipping overages beyond $200 are the responsibility of the customer. In many cases double basses may cost less than $200 to ship, in this event Upton Bass will only credit the actual shipping cost.

If you have any questions regarding these policies, please contact Upton Bass at info@uptonbass.com