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What is a "Special Order Item"?
When we do not currently have an item in stock, we need to place a special order with the manufacturer, just for you! Because of shipping times, we do ask for a minimum of 2 weeks for order delivery.
Please Note: Due to global supply delays, some orders may take longer to arrive depending on the manufacturer's availability.
I placed an order but did not receive any emails. Where is my order confirmation?
You will receive an automated order confirmation once your order has been successfully submitted, but it may turn up in your Junk/Spam folder. If you did not receive any emails from us after placing an order, please contact us to ensure we have received your order information.
How long will it take to process my order?
Most orders are processed within 1 business day. Our shipping goes out Monday-Friday by 2PM PST.
How will I know my order has been processed?
You will receive an email with a copy of your receipt once we process your order. After your order has been shipped (or is ready for pickup) you will receive another email with shipping/pickup details.
When will my card be charged?
Your card will be authorized when your order is submitted and the charge will be finalized when your order is processed.
What does my "Order Status" mean?
Awaiting Payment: Your payment is still being processed.
Awaiting Fulfillment: Your payment has been approved, and your order is waiting to be processed.
Awaiting Shipment: Your Special Order has been submitted to the manufacturer, and we are waiting to receive it so it can be shipped to you.
Awaiting Pickup: Your in-store pickup order is ready to be picked up at your chosen location.
Shipped: Your order has been shipped.
Completed: Your order has been delivered or picked up
Declined: Your payment was unable to be processed.
Cancelled/Refunded: Your order has been cancelled or returned.
Can I set up recurring (subscription) orders?
Our system is not set up for automated recurring orders at this time, but we are working on it!
Shipping and Delivery
When will my order ship?
Most orders are shipped within 1 business day if the item is in stock.* Special orders will vary depending on the manufacturer's availability.
*We are only able to ship orders from select Ted Brown Music locations; there may be a slight delay if your item needs to be transferred to a different store before being shipped.
Can my order be shipped the same day?
Most orders placed before 2PM are shipped the same day. If your order is placed after the cutoff time, or if your order is placed over the weekend, it will be shipped the following business day. Special orders require additional time.
Which Ted Brown Music locations have shipping services?
Tacoma, Yakima, and Richland
What shipping carriers do you use?
FedEx, UPS, and USPS. If free shipping is selected, Ted Brown Music will use the lowest-priced ground delivery option to ship your order.
How much will shipping cost?
Our site is linked to the Shipping Carrier's websites. Shipping is calculated at checkout by the carriers when you enter all your delivery information. You will be provided with multiple options to choose from before submitting your order.
When will my order arrive?
That depends entirely on your location, but most orders shipped within Washington and Oregon are delivered within 1-2 business days.* Most orders addressed to other states receive deliveries within 2-7 business days.**
*If Overnight or 2-Day Shipping are selected, your shipment will arrive within 24-48 hours after your order has been processed.
**Please allow additional delivery time for orders placed during the holiday season.
Do you ship internationally?
We are not able to ship outside of the United States at this time.
Can my order be delivered to my school?
Yes! If you would like one of our Ed Reps to deliver your order to the school by hand, please place your order for "In-Store Pickup" and leave a note with your order.*
*School deliveries are completed on a schedule. If you are unsure of the date for your next school delivery, please reach out to us.
Can I get faster shipping on a special-order item?
We are not able to request expedited shipping services from our vendors. If you select an expedited shipping service for an item we do not currently have in stock, your order will be shipped via your selected method AFTER it has been delivered to our warehouse.
Will I need to sign for my package?
We require delivery signatures on some orders ensure safe delivery. If you would like to waive the signature, please contact us. Ted Brown Music is not liable for any stolen packages.
In-Store/Curbside Pickup
Can I pick up my order at one of your stores?
Yes! In-store pickup is one of the options provided at checkout. You will need to select your preferred location before you can proceed with payment.
Please Note: You may need to show ID and sign a copy of the receipt when picking up.
When will I know if my order is ready to be picked up?
You will receive an email, and your order status will be changed to "Awaiting Pickup."
Can someone else pick up my order for me?
Yes! Please include that person's name in your order notes. They may need to show ID and sign a copy of the receipt when picking up.
How long do I have to pick up my order?
Once your order has been paid for, we will hold it for you indefinitely. We only ask that you come by during our normal business hours!
Can someone deliver my order directly to my school?
Yes! If your school has an account with us, we can have one of our staff deliver your order directly to the school. School visits are made on a rotating schedule, and your order will be taken to the school the next time our Road Rep is in the area. Please select “In-Store Pickup” and leave us a note with your school and student’s name.
Lost, Stolen, or Damaged Orders
What if my order is lost or damaged?
Please file a claim with the shipping carrier, or you can reach out to us, and we will file a claim on your behalf! If the carrier accepts responsibility for your lost or damaged package, we will either replace or refund your order depending on the outcome of your shipping claim.
Please Note: Ted Brown Music is not liable for any shipping claims that are denied by the carrier.
What if my order was stolen from my doorstep?
Ted Brown Music is not liable for package theft. You can file a claim for stolen packages, or we can do it on your behalf, but the shipping carriers will require a police report for the theft. If you are unable to provide a police report, there is a much higher chance that your claim will be denied.
Please Note: Ted Brown Music is not liable for any shipping claims that are denied by the carrier.
My tracking says "Delivered" but nothing was delivered. Where is my order?
Please double-check the shipping address provided to us with your order in case there are any errors. Even when the address is correct, the carrier may deliver your order to your neighbor by accident. We recommend reaching out to your neighbors or your apartment manager to find out if your package was delivered to the wrong mailbox or doorstep. If you suspect theft, please file a police report and file a shipping claim with the carrier. If you can provide us with the police report details, we can file the claim on your behalf.
Returns/Refunds/Exchanges
Can I return my order?
You can return your items for a refund or exchange if they are within our return period. We require all packaging and paperwork to be returned with your product. If your order is returned to us with damaged or missing parts, Ted Brown Music reserves the right to deny your return OR charge a restocking fee. If your return is denied, we will send the product back to you.
How long do I have to return my order?
We allow 14 days to return items that are picked up in our stores. We accept returns within 30 days for items that are shipped to allow for transit time.
Who pays for return shipping?
The buyer is responsible for return shipping unless you have received an incorrect item. If you received the wrong item, please reach out to us and we will provide a return label.
How do I ship my item back?
You can send your order back to us via whichever shipping carrier is most convenient for you. If you would like us to create a label for you, the cost of the shipping label will be deducted from your refund.
How do I exchange my order for something else?
Please reach out to us! We are happy to help with exchanges, but you must return your first order before we send an exchange. If you are exchanging a defective product for an identical replacement, we will test the replacement before it is shipped.
When will my refund be processed?
Your refund will be processed AFTER we have tested and inspected the product. If your item is returned to us with any damaged or missing parts, you may be subject to a restocking fee.
How long does it take for the money to get back into my bank account after my refund is processed?
hat depends on your bank or credit card provider, but it usually takes 1-5 business days.
My item stopped working, but it is past the return window. What do I do?
If you are having issues with your order after the return period ends, you will need to file a warranty claim with the manufacturer directly. Please reach out to us if you are having a hard time contacting the manufacturer.
General Inquiries
Do you purchase used instruments or take trades?
Trades, purchases, and consignments are done on a case-by-case basis and must be done in-person. Please visit one of our stores and ask to speak with a manager!
Can I get a discount?
We offer competitive pricing on all our products and usually, we will only offer discounts during a special sale. However, some select items can be discounted if they have been opened or used.
Do you offer a military discount?
Because of our competitive pricing, we are not able to offer any military discounts.
Please Note: Your tedbrownmusic.com account is separate from your rental portal account. If you do not already have a rental account, you will need to make one.
Can you teach me how to play my new instrument?
One of our teachers certainly can! Please visit our Lessons page to learn more.
Do you take donations?
Yes! Donations are an important part of our TBM Outreach Program, a registered 501 (c)(3) non-profit organization.
Will you price match a listing I found online?
We will price match other AUTHORIZED dealers selling the exact same product in BRAND NEW condition. This does NOT include Amazon or eBay. If you are unsure if you are looking at an authorized dealer page, check out the manufacturer's website and they will tell you who is authorized to sell their products!
Is the item I received original or is it a knockoff?
Ted Brown Music proudly carries 100% authentic products as advertised by the manufacturer, and we are a registered “Authorized Dealer” for most music brands. If you feel that you have received a counterfeit item from us, please reach out to us and speak with one of our brand experts!
