Customer Service FAQs

Frequently Asked Questions

  • I'm having trouble using the Search, can you help? Read Answer Search Tips:
    Check spelling.
    Try a less specific search (Example: strings).
    Try being more specific (Example: Five-Star banjo strings)

    If you still can't find what you are looking for, try browsing through our listed departments.
  • What if I don't see the product I need on your website? Read Answer Our website (and our catalog) lists all of the products that we currently have available. If it is not displayed on our site, we do not sell it. However, we are continuously updating our product line, and welcome your suggestions and comments.

    Try using the Search box, at the top of the page. Try using broader search terms if you can't find the specific item you are looking for.

    If you think there's a chance we have an item you can't find, please contact us about it.
  • Is Stewart-MacDonald an instrument dealer or a repair shop? Read Answer We don't sell or repair instruments. Our role in the music industry is as a supplier of parts and tools. We recommend that you take your instrument to a reputable local repair shop.
  • Do you offer any discounts? Read Answer You save money when you buy certain items in quantity! When quantity discounts are available, they appear in the price column in red. When applicable, discounts are applied automatically when you order.
  • How do I convert measurements to metric? Read Answer Use our online conversion tool to easily get measurement conversions.
  • I need technical information on your parts and tools. Can you help? Read Answer Your question may already be answered under Product FAQ's.

    Ask our technical staff using our contact us page. English inquiries only, please.
  • I have your catalog in front of me and know which items I want to purchase. How do I place a catalog order? Read Answer Use the Quick Order link at the top of the page. Have your item numbers ready and follow the directions to checkout.
  • Can I change my order after I've sent it? Read Answer If you have just completed an order and need to change something, contact us right away and we will do what we can to help you. However, we process orders very quickly, so it may be too late in some cases. We apologize for any inconvenience, and we hope that most of the time our speed works to your advantage.
  • Help! I ordered the wrong item/quantity. How do I correct my order? Read Answer Contact us quickly, we may be able to amend your order.
  • How do I know you received my order? Read Answer We will send you an e-mail within minutes of receiving your order, so you know we got it. If you don't receive any order status e-mails from stewmac.com, there is a good chance such emails are being blocked by your computer or ISP's e-mail filtering software. Try adding the domain stewmac.com to your e-mail filter address book or "white list."

    If you still have a concern, please contact us.
  • What if I have difficulty trying to order online? Read Answer Call our toll-free order line: 800-848-2273
    9am-6pm Eastern Time, M-F
  • When will my credit card be charged? Read Answer Your card will be charged as soon as we ship your order, usually the same day we receive it.
  • Is it safe to use my credit card? Read Answer Absolutely. We encrypt all personal information such as your credit card number when you transmit data to our website and when we transmit data to you. We use SSL security. When your web browser is using SSL security, you will notice a solid key or closed padlock in your browser window. When the page is not secure, the key icon appears fragmented and/or the padlock appears open.

    We have joined with Verisign and Hackersafe to further secure your information.
  • What duties and taxes will I have to pay? Read Answer If we are shipping your order to an address in Ohio (where we are located), we must collect state sales tax of 7.00% for the merchandise value. This will be calculated automatically on the order confirmation page. If you are registered with the state as a business and have an exemption certificate on file with us, the sales tax will be removed from your order when it is processed.

    When orders are sent to another country, local customs officials will determine the amount of any customs or import duties you may owe. Customs policies vary widely from country to country, and we have no control over these charges. Please contact your local customs office for further information.
  • How much will I pay in the currency of my country? Read Answer Currency conversion tables are updated every 2 hours. However, the amount charged will be the conversion rate at the time your credit card is billed.

    Select your preferred currency in the drop-down menu in your account, on the order form, and on product pages. You will see all prices and charges converted to your currency. If you have a stewmac.com account, clicking any of the currencies will lock that currency for future sessions.
  • How will you ship my order? Read Answer We ship U.S. and Canadian orders by a variety of carriers (DHL, FedEx, USPS, UPS, Canada Post), and we will indicate on our e-mail shipping confirmation which shipper we have used for your order.

    For international orders, DHL is our express carrier. We also use Postal Air. Learn more...
  • How much is shipping to other countries? Read Answer We calculate shipping to countries outside of the U.S. and Canada by the weight of the order and the country the order is being shipped to. To see what your shipping charge will be, enter the items on the order form, then proceed to International Checkout. Select your country and you will see the shipping price and options available to your country.

    Read more about customs and duties to other countries.
  • When will I receive my order? Read Answer You will see an estimated delivery time when you choose your shipping method. It is based on the time the order was placed and which shipping method you choose.

    Orders received by 4pm Eastern time (Mon-Fri) ship the same day!