CONTACT US if you need assistance with an order, return, registering a dealer/distro account, or have any other questions.
We take payments via PayPal and Credit Card. If you would like to pay by another method, please reach out to us via the Contact Us page.
That's normal! Payments are authorized at check, we don't capture payment until the order ships. This allows us to do a few things: 1) If you place two orders, we (usually) catch it to avoid charging you two full shipping prices, 2) If you need to cancel, we can do that before PayPal charges fees, 3) If you need to add a few things to your order, we can add those on before charging your PayPal/card (add-on's items must be less than 15% of the total order price or sale is rejected).
SHIPPING
-Free shipping on orders over $100+ for USA retail customers ONLY.
-USA Dealers receive free shipping with orders over $500+. Typically sent by FedEx or UPS Ground.
-International customers are responsible for all shipping costs as well as all other customs/duties/taxes/fees related to importation. International shipments are sent with "Ex Works" (meaning, responsibility leaves our hands after the carrier picks it up).
DROP SHIPMENTS
Dealers and distributors may drop ship products to their customers (we ship with costs blind). There will be an additional 10% fee incurred (on the products, not the shipping) when the funds are captured.
RETURN POLICY
You may return new items with no signs of use within 30 days of delivery for a full refund less all shipping costs. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
EMAILS
On a few occasions (typically for customers outside the United States), they never get any of our emails. We've found that sometimes the emails get blocked by a spam filter, so add hello@cusackmusic.com to your safe senders list.
Our website automatically sends these emails when you place an order and when we ship. Sometimes you put in the wrong email, it happens. Reach out to me and I'll look into it.
INTERNATIONAL SHIPPING RELATED QUESTIONS
Who pays customs duties and taxes?
The buyer is liable to pay all import duties and taxes. I cannot estimate what these are because they are different for every country. We will NOT ship the items as gifts or declare a lower value. I know it's annoying to pay extra fees, but it's part of buying internationally.
Can you bill my carrier account?
Sure! There is an option for international customers to choose "bill your carrier account" in the shipping options at checkout. Please provide the carrier and your account # in the order comments.
*Note* If you choose this option because it is free and you don't actually have a carrier account to provide, the order will be canceled and refunded minus PayPal fees as those are not refundable to us. Sorry for the inconvenience but please do not choose this shipping option unless you actually have a shipping account.
What international shipping carrier do you recommend?
The fastest and most reliable carriers we use are FedEX and UPS. They are usually more expensive, but if you're in a hurry and don't want to take the chance of your parts staying in limbo forever or going missing, we highly recommend them.
USPS First Class International is the most affordable and has also been the most unreliable by a high margin. We've seen some USPS First Class orders arrive in a week, other up to 12 weeks. In our experience, they have lost more packages than the rest of the carriers combined. Even though that sounds bad, I would guess only 1-2% of USPS packages face severe delays or go missing. We will NOT be offering refunds, re-shipments, or intensive package searches on orders shipped with them.
Unfortunately, we can only provided minimal assistance tracking down your package after it leaves our hands. We have the same abilities to track a package as you do, and we don't have any additional leverage with USPS/FedEx/UPS to provide additional info or to expedite. I'm sorry for the inconvenience.
What are your international shipment terms? Where does liability transfer?
All international shipments will be sent "ExWorks". Meaning, once we (the seller) package it up and purchase the shipping label, liability transfers to the buyer. If the carrier looses or damages the shipment at any point in between, that is the buyers responsibility. If customs seizes the package and doesn't deliver, if the plane crashes, or anything happens after we put on the shipping label, we cannot cover the loses. By placing your order, you agree to these risks.
These are the same terms we agree to when we purchase our parts, we take the risk of them not being delivered. Therefor, that risk is on the buyer who purchases from us. While it is unlikely that anything will happen and your package will most likely be delivered safe and sound, you (the buyer) agree to these terms by placing an order with us. Fingers crossed we never have to worry about it! That said, if your package goes missing, please let us know. It is good to have data on which shipping carriers we can trust the most to deliver safely and promptly.
Do you ship to the United Kingdom?
We do not ship to retail customers in any country of the UK. Sorry about the inconvenience. Please reach out to our dealer GuitarFXDirect.com in the UK if you are interested in a pedal!
EXCEPTION: If you are a business and have 1) a VAT number, and 2) a shipping account with an express (FedEx, UPS, DHL) shipper, we will ship to the UK.
Do you ship to the EU? Germany? EEA?
Due to the complex nature of international trade, we are no longer shipping to the European Union, Germany, or European Economic Area countries. We are a small company and are unable to navigate the complexity of the laws and regulations to ship to your country. We apologize for the inconvenience, we really wish it was not as complicated as it is.