ActiveMusician Help Desk

Common Order-Related Issues

Other Order-Related Issues

Common Purchasing Issues

Main Topics

Payments & Delivery Region
ActiveMusician accepts on-line credit card orders only, and currently ships only to the 50 United States. This allows us to keep our processes automated, which results in low costs that we pass on to you in the form of lower prices. We accept Visa, Mastercard, American Express, and Discover. Your credit card information will not be stored in our company database and all payments are guaranteed to be 100% secure.

If you have further questions, please feel free to contact us by e-mail.

Credit Card Security
In order to protect our customers against fraudulent credit card transactions, ActiveMusician has certain standard security procedures. If you intend to ship your order to an address other than the billing address on file with your credit card company, this may lead to slight delays in order processing as we will need additional verification. The verification process should take no more than 1 business day as long as you provide valid contact information, and all orders will be processed promptly once the verification process is completed. However, the best way to ensure prompt processing of your order is to have it shipped directly to the billing address on file with your credit card company

In order to verify your order, a representative of our company may contact you by telephone or email to go over the information relating to your order. We apologize for any delays cause by the verification process but it is a necessary step in order to protect our customers against fraudulent credit card transactions.

Changing or Canceling an Order
Once an order has been placed, it begins processing immediately and therefore it is very difficult for us to honor any requests to change or cancel orders. Furthermore, we do not keep credit card numbers on file, so we are not able to make any changes to an order that would result in additional charges, such as adding items to an order or upgrading shipping.

Should a need arise to change or cancel an order, please login to your account to notify our customer service department about the order number as soon as you are aware of the need to make a change. We will do our best to help you, but due to our rapid order processing and highly automated systems, we cannot guarantee we'll be able to honor any such requests. Please note that we are happy to arrange for return of an order if we are unable to cancel it, however in such cases shipping costs will not be refunded.

Please do not call our 888 number with order change requests, as our telephone customer service representatives are not authorized to make changes to orders once they have been placed.

Shipping Costs
Standard shipments in the USA will be sent by UPS Ground or FedEx Ground. Overnight shipments will be sent via UPS Overnight or FedEx Standard Overnight. Our calculation of shipping costs is based on a calculation of actual shipping costs -- unlike some other sites we do not attempt to add to our profits by overcharging for shipping. Our site will calculate shipping charges for you directly in your shopping cart, and you do not need to buy anything nor enter the checkout process to see these charges.

Please note that we ship from multiple warehouse locations. If you are placing an order for several items and the shipping costs appear high this is probably because your order cannot be shipped from one location and therefore is being subject to two or more carrier shipping charges. We must pay these charges and we do pass these charges on to our customers. However, if you feel that our shipping calculator is coming up with excessively high shipping charges, please contact us and we will look into it for you.

Potential Sales Tax
Any orders sent to a shipping address in New Jersey will be assessed 7% sales tax. No sales tax will be charged to orders sent to other states. Any sales tax due will be added to your total cost during checkout, and you do not need to buy anything to see these charges.

Delivery Time and Product Availability
Orders are processed at 1PM Eastern Standard Time on the day that they are placed. If they are placed after 1PM EST, they will be processed on the following day. Orders placed after 1PM on a Friday or the day before a holiday will be processed on the next business day. We strive to ship all orders within 48 hours after they are processed. Standard UPS and Fedex Ground shipments should take an additional 3-6 days for delivery, while overnight orders are shipped in 1 day. This means that standard orders should reach you within 5-8 business days of order placement and overnight orders should be received in less than 3 business days.

To further assist you, you can estimate the arrival of any ActiveMusician item by simply clicking on the "Estimated Arrival" tab on its associated page and entering the zipcode to which the item is to be shipped.

Please note that we ship from several different locations, which means that all items that you order may not be received at the same time.

Non-USA Shipments
Unfortunately, ActiveMusician does not currently ship outside of the 50 United States.

Contact Information
If you have questions that are not answered above, or if you have a problem with your order, please contact our customer service department. We respond to all e-mail inquiries by the end of the following business day, usually much sooner.

You can also learn more about ActiveMusician on our About ActiveMusician page.

Note that if you have questions about a particular product or its availability, please e-mail our customer service department. Please provide the item # to ensure a prompt response. You can also click the "Ask a Question" link in the upper-right hand corner on a product's page to inquire about a specific product

Note that our phone operators are not able to issue return authorizations, ship replacement products or make changes to orders. In order to ensure rapid handling of such issues, please send such requests to us by e-mailing our customer service department.

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