FAQ (Frequently Asked Questions)

How well do you package guitars?
You never need to worry about shipping damage with us. All of our guitars are double boxed with 275 lb edge test boxes specifically made for guitars and other stringed instruments. We guarantee that all instruments arrive safe and free of damage. If there is ever an issue with damage, we will promptly provide a return label or refund and handle the damage claim with the carrier.

What is your claim process for damaged items?
If there is ever damage during shipping we will handle everything (return shipping, if applicable, a 100% refund, and the claim). We have a comprehensive musical instrument insurance policy which covers all of our products and shipments. We work with our insurance carrier for all claims including damage, missing shipments, porch pirates, and any delivery or product related issues.

What is your shipping policy?
All items ship for free, no minimum order. No matter the size, a single book or a 7-piece drum set, we will pick up the shipping tab!

How do I return an item?
If you need to return an item for any reason, please reach out to us through the Contact Us page or via email at info@pinevillemusic.com and we will help you out!

How can I track my order?
When your order is shipped, you will receive a shipment confirmation email with your tracking number. If you do not receive this email or you can not find the tracking number, please reach out to us via email and we will provide it for you! 

Do you ship internationally?
We currently ship to the Lower 48 states, however we may provide an international shipping quote on request. If you have any questions about shipping charges or destinations, just ask!

Do you accept PayPal?
We do accept PayPal! Be sure to click the "Pay with PayPal" button during checkout.

Are you authorized dealers for the product I'm interested in?
We are authorized dealers for every brand we carry. This means that the manufacturer warranty is valid for every product we sell. We have direct relationships with all of our manufacturers which allows us to provide better product support and get quick answers for difficult questions.