Mail Order Information
For the fastest service, we recommend having your order shipped to the billing address of your credit card. Orders shipping to an address other than your card billing address may require further authorization. We reserve the right to contact your credit card company for authorization on any order.
- Visa, Mastercard, American Express, Discover
- Paypal (our Paypal address is firstname.lastname@example.org)
We can also accept payments by personal check, money order, HMT Gift Card or direct bank transfer - please contact us directly if you wish to pay by one of these methods (orders paid by personal check will be held until the check clears).
For some international orders on high-dollar items, we may require payment by either direct bank transfer or by Paypal to a confirmed shipping address.
Domestic Shipping Methods and Rates:
We use both UPS Ground and various USPS services such as Priority Mail and First Class Mail. USPS services generally include tracking. UPS Ground includes insurance up to $100. We will add additional insurance if necessary to cover the value of your order. We will choose the best and fastest shipping method for your order based on size, insurance value and destination. If the item you ordered is in stock, you should receive it within 2-7 business days by standard shipping methods, depending on your location. We can also use expedited methods if you need your order quickly – just contact us!
The calculation system our website uses to calculate shipping is not 100% foolproof, mainly because it cannot calculate based on destination. It may cost $30 to ship a guitar to PA, and $90 to ship the same guitar to CA. For this reason, our shipping estimates are generally skewed high, but it's our standard practice to refund any difference in actual shipping cost when we process your order. By the same token, we may sometimes need to charge additional shipping costs if our website severely under-calculated. Feel free to contact our shipping department directly (email or call 301-270-9090 between 11-5 M-F and ask for Paul) if you have concerns about the shipping cost.
The minimum shipping charge for most small items is $8, which usually covers either Priority Mail or UPS Ground. Occasionally we can ship for less on very small items, in which case you will receive a partial refund.
Most larger instruments such as guitars and banjos have a pre-set shipping cost of $75. Very large items such as harps and sitars will have a higher cost. Again, if this was overestimated, we will refund you any difference when we process your order. We appreciate your patience and flexibility - due to the wide range of items we carry, it is not possible to program an accurate shipping cost on every item to every destination.
We do offer free domestic shipping on select new and used items. If you see this option offered in your shopping cart, you're in luck!
Local customers can purchase through our website and choose Local Pickup, and pick up your order at our Takoma Park store after we notify you it's ready. 6% MD sales tax applies if you are a MD resident. Initially, you will be charged $20 for the Local Pickup option, but we will refund this fee within 24 hours when you pick up your item. Why do we do this? When we used to offer Local Pickup at no charge, we found that some mail order customers were selecting this option without reading the fine print, as it looked like "free shipping" at a quick glance. Fear not, you'll get your $20 back! You can also use it as store credit if you purchase additional items when you come in.
HMT ships worldwide! We generally use USPS services to most international destinations. Some countries have size restrictions and/or insurance caps on Priority Mail and Express Mail services. For larger and/or higher dollar items, we may need to use USPS Global Express Guaranteed or UPS Worldwide. International orders will require a manual shipping estimate. After you submit your order, we’ll contact you about the shipping cost so you can complete and authorize your order. If you would like to get a shipping quote before you place an order, feel free to email email@example.com (include the specific items you wish to order, and your city, country and postal code).
International shipping costs do not include any customs duties you may be charged by your local jurisdiction. We have no way of anticipating these costs, but would suggest you contact your local post office for further information. We do not falsify customs invoices for the purpose of evading taxes/duties.
For some international orders on high dollar items, we may require payment by direct bank transfer, or by Paypal to a confirmed shipping address. It is sometimes difficult to get credit card security authorization on an international transaction, and it's important for us to protect the security of our customers as well as our own.
** Due to new C.I.T.E.S. regulations regarding the export of items containing rosewood, we are currently unable to ship instruments containing rosewood (including fingerboards, bridges, etc) outside of the United States. For more information, please see this article. At this time, our store is unable to obtain the necessary permitting to ship these items internationally. **
Damage Claims/Item Not Received:
If you receive your order and something is damaged, don’t panic! Save all the packing material and contact us immediately. We will file a damage claim with the shipper and give you further information. You aren't held liable for damage or loss caused in shipping by fully insured methods – but sometimes damage claims can take a while to process, so we appreciate your patience. If you have received shipping confirmation but your item has not arrived in the expected time frame, please contact us and we’ll look into it right away.
When will my order be charged?
Your credit card info is submitted securely to Shopify (we do not receive any of your credit card details). Your order will be charged once it comes through our system (usually 1-2 business days). You may see your charge as "pending" during this time. If the item you ordered is not in stock, we will contact you with the expected ETA. Some of our suppliers are small operations dealing with handmade items; occasionally ETA’s can be longer than estimated. If you wish to request a refund on a backordered item, just contact us and we’ll be glad to help.
Orders paid with Paypal will be immediately processed by Paypal. Should you require a refund for a Paypal order, we can do that easily through Paypal’s system.
Availability and Stock:
Our goal with our website is to show you items that are in stock, or that we can order quickly if we’ve run out. If the item you ordered is not in stock, we will contact you with an expected ETA. Some items you see on our website may not be “purchasable” through the site because they are out of stock. If you would like to purchase one of these items, just contact us! If you order multiple items and some are out of stock, we will ship you the in-stock items immediately.
We can often special-order many more products than what you see listed here, if it’s a brand name we’re a dealer for. If you don’t see the item you’re looking for, contact us and we’ll let you know if we can get it!
Our return policy is outlined here.