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 Customer service
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Customer
service FAQ's
Frequently
Asked Questions
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Q
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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 the departments listed at left.
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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, located under the
Stewart-MacDonald logo. 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.
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Q
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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.
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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.
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Q
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How do I
convert measurements to metric?
Read answer
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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.
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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 in the red bar at the top of the page. Have your item numbers
ready and follow the directions to checkout.
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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.
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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.
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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.
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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
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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.
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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.
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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 6.75% 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.
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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.
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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...
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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.
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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!
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| August 6, 2009
I have had to modify two orders and have had to ask some questions on a few products I needed, and the customer service I received was awesome. I was treated like I was a major customer and that's refreshing. | | | William Rini
Peoria, AZ | |
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| August 6, 2009
I have just had a delightful exchange with Cynthia who guided me through the selection of a few finishing/repair items. She was friendly, professional, knowledgeable and kind...she was excellent and is a wonderful representative for your company. | | | Perry Pilgrim
Hampton, VA | |
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| August 6, 2009
I am extremely satisfied with the way you took care of my problem and how rapidly you did it. I absolutely could not ask for more. Your service is exceptional. | | | Roger Talkington, Roger's Music Repair
East Alton, IL | |
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| July 2, 2009
Thanks so much for your prompt service. It makes me shine before my stringed instrument customers. | | | Ike Harrington
Crookston, MN | |
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