SHIPPING & RETURNS
Returns
30 Days - Orders on new items are protected under our 30 Day Guarantee. If something isn't right with your order, you are covered!
Keep the Boxes - If you need to return an order from The Midi Store, the items will need to be shipped back to our facility using the original boxes and packing materials. Be sure to keep all boxes and packing materials for the first 30 days.
Worn Packaging - If your order shows up looking less than perfect, don't worry! Go ahead and accept that package and open it up. Every package we ship is designed to be handled, loaded and unloaded from trucks, and still keep the contents free from damage or any other problems. Always receive the package and if you're unsure if you should open it, give one of our Sales Advisors a call!
Condition - We are happy to help with your return, so be sure that everything is in "new" condition with the original boxes and packaging materials. Returns that show any abuse or unusual wear may be refused or subject to a restocking fee. Contact us right away so we can get that product off your hands!
Refunds - We'd love to help you find the right product and keep you playing music! But if you'd like to return your order for a refund, those refunds will be issued in the same method as the original payment. Our team processes refunds as quickly as possible, but please allow a few business days after the return has arrived for the refund to be processed. If you received a promotional gift card as a part of the purchase being returned, that gift card will be voided. If the promotional gift card was used prior to the return, the amount of the promotional gift card will be deducted from the refund. If there is any damage, or missing items you will be charged a restock fee, which will be our additional fees to replace, repair, or sell them item at a reduced cost. If the item was shipped free, our shipping costs will be deducted from your return, you are also responsible for the shipping costs to return the item to us.
We never charge a restocking fee unless it is required due to damage or missing items, so again pack your item carefully and be sure that anything that came with it originally is included in the return.
Shipping Damage
Shipping damage is extremely rare, but if it happens to you we've got you covered under the Midi Store Guarantee! Contact a Sales Advisor and we'll get the process started right away! Here's what that process looks like:
Once you've inspected the package and determined there has been shipping damage, reach out to us at customerservice@midi-store.com or 928-284-1619 to get started.
Someone will reach out with some options, including exchanging it for a new unit at no cost to you, keeping it for a partial refund, or returning for a full refund.
If you're returning the damaged product, we'll cover the shipping costs! Pack up the order and we will either provide return labels or arrange for pickup, depending on the original shipment method.
For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund!
Defective Units
We only stock products from the most reliable manufacturers who do an excellent job with quality control. While the occasional defective unit does ship, The Midi Store has you covered! Contact us and we'll get the process started right away!
Here's what that process looks like:
Let's troubleshoot first! Reach out to us at customerservice@midi-store.com or 928-284-1619 so we can work with you to confirm the defect. We will try to help you with the basic troubleshooting, but we may refer you to the manufacturer's tech support to confirm the defect.
If the product has been determined to be defective, we will reach out to give you some options.
If you're returning a defective product, we'll cover the shipping costs! Pack up the order and we will either provide return labels or arrange for pickup, depending on the original shipment method.
For refunds, our returns team will check in and inspect your order once it arrives. Once they are done, we will issue the refund!
Non-Returnable Items
Please note that there are some products that we cannot offer returns on:
- Special Order items*
- Headphones/Microphones or any other product where hygiene is a concern
- Software & digital download products
- Books/Videos/CDs/DVDs
- Used Items
*Special Order Items are only eligible for return if the product is damaged in transit or confirmed defective with the manufacturer