Shop policies
Shipping & ordering
Items under 85 lbs, including Wurlitzer 200 and 200A, can be shipped to addresses within the United States. Delivery is available to New York City, Philadelphia, New Jersey, southwest Connecticut, and other addresses within 100 miles of New York City. Pricing can be viewed at checkout.
Oversized items or items that are over 150 lbs when packed must be freighted to addresses outside of our delivery zone. We are happy to provide a quote on request.
If your country is not available as a shipping destination at checkout, please contact us. We may still be able to arrange shipping to your location.
International customers are responsible for any customs duties, taxes, or import fees charged by the destination country.
Calculated shipping
Shipping rates are calculated automatically at checkout. Shipping estimates for international orders and large or heavy items may not reflect the best option available.
If a shipping rate seems unusually high, please contact us before ordering. We are happy to confirm the weight and dimensions of the package and provide a revised shipping quote when possible.
In the event of a significant error in the shipping rate calculated at checkout, we may contact you before shipment to confirm a corrected shipping rate. If you do not wish to proceed at the corrected rate, we will cancel and refund the order.
Processing time
We make every effort to ship parts and supplies within two business days, and most orders leave our shop within that time.
Because we are a small specialty shop, however, not every product is ready to pull from a shelf and ship immediately. Some materials are cut to order, some products are assembled to order, and some of our one-of-a-kind vintage parts are kept in off-site storage. These items may require a few additional business days to prepare.
Keyboards, amplifiers, and other products that are made or finished to order may have a longer lead time. When a product has a specific lead time, it will be noted on the product page and applies in place of our usual processing time.
If you are working on a deadline, please let us know when you place your order. We’re happy to prioritize an order when possible.
Tracking information is provided when your order ships. Carrier delivery estimates begin once your order has shipped and do not include processing or production time.
Availability
Occasionally, an item in the Parts and Tools section may become unavailable after an order is placed. If this happens, we’ll contact you to discuss the available options, which may include ordering the item for you, substituting an alternative with your approval, or refunding the unavailable part of your order.
Shipping address
Please check your shipping address carefully when placing your order. If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed once an order has been processed or shipped.
Damaged packages
If your package arrives damaged, or if there is another problem with your shipment, please contact us within 7 days of delivery. Include your order number and a description of the problem.
Please retain the item and all original packaging until the issue has been resolved, particularly in case of shipping damage. Photographs or other documentation may be required.
Return policy
Returns & exchanges
Because our products are vintage, made to order, or produced in small quantities, all sales are final. We do not accept returns or exchanges for change of mind, ordering the wrong item, or other discretionary reasons.
If your order arrives damaged, or if the product received is different from what you ordered, please contact us so that we can make it right. We may ask for photographs of the item or packaging to help us resolve the problem.
Order cancellations
Many of our products are made or assembled specially for each order. This includes kits, felt, and other products. Once production has begun, orders for made-to-order products cannot be changed or canceled.
Repair & restoration
Repair, restoration, and other service work is handled separately from purchases made through our online shop and is subject to its own terms. Completed repair and restoration services are not eligible for return or refund.
Condition & compatibility
Vintage items
Vintage and used items may show signs of age, use, or previous installation. We do our best to describe and photograph their condition accurately. Please review the product description and photographs carefully before ordering. We are happy to answer questions or provide additional information about any available items.
Compatibility
Many of the parts we sell are intended for vintage instruments that have changed throughout their production history. Please review the product description and compatibility information carefully before ordering.
If you are unsure whether a part is appropriate for your instrument, contact us before placing your order.
Policies for Repairs & services
Estimates & service
Before you bring or ship us an instrument, we’re happy to provide sample pricing by email based on the work that you are considering. This can give you a general idea of what to expect before committing to an in-person evaluation.
Once we receive an instrument, we evaluate it and prepare an itemized estimate of the services that we recommend. Recommended work is identified by priority to help you decide what you would like to address.
Our evaluation and estimate are included when you proceed with service. If you decide not to have any of the recommended work performed, a $295 bench fee applies to cover the evaluation and preparation of the estimate.
You are welcome to approve or decline individual items. The work we perform is based on the scope that you approve.
We make every effort to identify the work an instrument needs before beginning service so that the estimate accurately reflects the expected cost. If we discover additional work that would result in a charge beyond the approved estimate, we will discuss it with you and obtain your approval before proceeding.
Repair and restoration work requires a non-refundable 50% deposit, with the remaining balance due when the work is complete.
After service
We take considerable care to make sure that all work is completed to a high standard and that the condition of the instrument when it leaves our shop reflects the scope of service agreed upon with the customer. Vintage instruments contain mechanical and electronic components, however, and occasionally something may require adjustment after transportation or due to changes in environmental conditions such as temperature and humidity. For this reason, we do not provide a general warranty period for repair or restoration work.
If you notice anything that needs attention after your instrument leaves our shop, please get in touch promptly. We’ll review the situation with you and determine the appropriate next steps. Our goal is always for you to be happy with your instrument and the work we’ve performed.
If an instrument needs to return to our shop for a follow-up, please make arrangements for its return within a reasonable period. Because vintage instruments can continue to change with use, transportation, and environmental conditions, we cannot address a post-service issue indefinitely if the instrument is not made available to us for follow-up. If an instrument is returned after an extended period, we are still happy to work on it, but the work may be treated as a new service visit and may be subject to our usual setup charge and any additional service charges.