- Frequently Asked Questions
Frequently Asked Questions
How long does it take to ship an order?
Most orders are shipped within 1 business day.
What do I do if I’m not happy with my purchase?
We have a 100% customer satisfaction guarantee. If you are not satisfied with any of the items in your order, please call us at 516.433.1107 and speak to a team member who can arrange a return authorization.
What is Hyson Music’s return policy?
You can see our complete return policy here. We accept returns for 30-days from the delivery date of your order with a few exceptions.
Do Gift Certiicates expire?
Can I order two or more instruments to try them at home?
Yes, you can order more than one instrument, however the instruments must be paid in full. The instruments returned must be in new condition with all original packaging and in perfect condition, otherwise restocking fees may apply.
How long do special orders take?
Special Order items can vary based on manufacturer availability.
Why are some instruments special order items?
There are many high-end instruments, or less common instrument configurations that are special order items. Some retailers do stock these items and can sit on a shelf for months if not years. We do not want to ship you a new instrument that has sat in a warehouse for a year. To ensure you receive a ‘factory-fresh’ instrument, these instruments are specially ordered direct from the manufacturer.
Are instruments setup before shipping?
Yes, unlike many retailers every instrument that ships from Hyson Music includes a free shop setup. This is a $50+ value!
Why doesn’t my coupon work?
In many instances certain brands we offer have limitations dictated by the manufacturer prohibiting use of coupons. If you have a coupon code that won’t apply to an item your purchasing, please call us at 516.433.1107 – in many instances we can offer a better deal than the website!
Does Hyson Music price match?
Yes, we can typically beat any price from any competitor assuming they are an authorized dealer for the brand and item. Please call us at 516.433.1107 if you find a product elsewhere for less!
What is the Hyson Music Certification process?
Please click here to visit your certification page for a thorough explanation of what our process entails!
Do used instruments include warranties?
Yes, all of our certified pre-owned instruments carry a warranty between 1 or 5 years as detailed on the product page.
What does the warranty cover?
Our extended warranties provide duplicate coverage as is provided by the manufacturer. Our warranty coverage also provides services above and beyond the manufacturer, such as free maintenance, cleanings, adjustments, and regulation.
Our Certified Pre-Owned warranties provide all the coverage of the original manufacturer’s warranty as well as the additional coverage above for a period detailed on the product page.
Do you repair instruments not purchased from Hyson Music?
Yes, we have a fully staffed band instrument repair department. If you have a band instrument repair we’d be happy to give you an estimate for repair.
How does warranty service work?
If you have a warranty repair needed in the first 30 days of ownership of your new band or orchestral instrument, we will repair or replace the instrument free of charge, including all related shipping costs.
After 30 days, if your instrument requires warranty service you will be required to ship it to one of our repair centers as directed by one Hyson Music’s team members. While you are responsible for shipping costs to our facility, we are currently the only music retailer we are aware of that covers shipping costs back to you (within the contiguous United States).
Do you ship internationally?
At this time we do not ship to international destinations, the only exception being certain regions of Canada. If you are a Canadian customer interested in placing an order, please contact a Hyson Music team member at 516.433.1107.