At Pro Sound Gears, we’re committed to getting professional-grade music equipment into your hands quickly and ensuring your complete satisfaction with every purchase. Our policies are designed with working musicians’ needs in mind.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Timeframes

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95) via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Recommended for time-sensitive orders
  • Free Shipping via EMS (for orders over $50)
    • Delivery within 15-25 business days after shipment
    • Economical option for non-urgent deliveries

International Customers: Please note that delivery to Asia and some remote regions may not be available. Customs fees, taxes, or import duties are the customer’s responsibility.

Returns & Exchanges

We stand behind our professional music equipment, but understand that sometimes returns are necessary. Our policy is designed to be straightforward while maintaining the high standards our customers expect.

Return Policy Overview

  • Return window: 15 days from delivery date
  • Condition: Items must be unused, in original packaging with all accessories
  • Original shipping: Non-refundable
  • Return shipping: Customer’s responsibility

Non-Returnable Items

To maintain professional hygiene and quality standards, these items cannot be returned:

  • Brass and Woodwind Instruments (hygiene reasons)
  • Opened/used strings or drumheads
  • Custom-ordered or special-order items
  • Items damaged due to misuse

How to Return an Item

Step 1: Contact Our Gear Support Team

Email [email protected] with:

  • Your order number
  • Reason for return
  • Product name

Email Template:

Subject: Return Request – Order #[Your Order Number]

Dear Pro Sound Gears Team,

I would like to request a return/exchange for my recent purchase:

Order Number: [Your Order Number]
Item Name: [Product Name]
Reason for Return: [Please specify – defective, incorrect item, etc.]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Our gear experts will respond within 24 hours with:

  • Return authorization (RA) number
  • Detailed return instructions
  • Return address: 956 Clearview Drive, Denver, US 80265

Step 3: Package and Ship Your Return

Please ensure:

  • Item is in original condition with all packaging
  • Include a copy of your order confirmation
  • Write the RA number clearly on the package
  • Use a trackable shipping method

Refund Process

Once we receive and inspect your return:

  • Processing time: 3-5 business days after receipt
  • Refund method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Refund timeline:
    • Credit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing

International Customers: Refunds will be issued in USD and may be subject to exchange rate fluctuations. Your bank may require additional processing time.

Exchange Process

For exchanges (size, color, or model changes):

  • Follow the standard return process above
  • Clearly state your desired replacement item
  • We’ll ship the new item once we process your return
  • You’ll be responsible for any price difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect
  • We’ll arrange a replacement or refund
  • In some cases, we may cover return shipping costs

Pro Tip from Our Musicians: Before returning an instrument, check our online resources or contact our gear experts—many “issues” can be resolved with proper setup or adjustment. We’re happy to provide professional advice to get your gear performing at its best.

International Returns

For customers outside the U.S.:

  • You’re responsible for return shipping costs and any customs fees
  • Mark the package as “Returned Goods” to avoid additional duties

Questions?

Our gear support team is available at [email protected] to help with your shipping, return, or exchange needs.