Christmas Shipping Questions

Account Questions

Instrument Rental Questions

Order Questions

Return Questions

School Questions

* When do I need to order my instrument to make sure I get it before Christmas?

• For in-stock violins, violas, and cellos ordered through December 16, 1:00 PM (MST), we will guarantee delivery by Christmas Eve for instruments items shipped domestic US standard (non-military).
• For in-stock violins, violas, and cellos ordered through December 19, 1:00 PM (MST), we will guarantee delivery by Christmas Eve for instruments items shipped second-day.
• For in-stock violins, violas, and cellos ordered through December 22, 1:00 PM (MST), we will guarantee delivery by Christmas Eve only for instruments shipped overnight.
• After December 22, 1:00 PM (MST), your instrument will not be received by Christmas.

* When do I need to order other products (not instruments) to make sure I get them before Christmas?

• Through December 17, 1:00 PM (MST), we will guarantee delivery by Christmas Eve for in-stock items shipped domestic US standard (non-military).
• Through December 22, 1:00 PM (MST), we will guarantee delivery by Christmas Eve for in-stock items shipped second-day.
• Through December 23, 1:00 PM (MST), we will guarantee delivery by Christmas Eve for in-stock items shipped overnight.
• After December 23, 1:00 PM (MST), your order will not be received by Christmas.

* What happens if I want to order an instrument and some other non-instrument products?

• All items in an order will ship together. This means that, for example, if you order an instrument and accessories during the morning of December 23, the entire order must be shipped overnight in order to arrive by Christmas.
• If you place an order after December 16, 1:00 PM (MST) using standard shipping and the order contains one or more instruments, your order will not be received by Christmas.
• If you don't need the instrument by Christmas, the best way to place your order would be to place two orders, one for the instrument, and one for the other items. In this case, the other items would arrive by Christmas, and the instrument will be delivered sometime later.

* - Applies only to in-stock items shipped within the contiguous 48 states. Excludes string bass orders.

How do I create an account?
An account is created automatically for you when you place an order.

Why do I need to place an order to create an account?
Since the purpose of an account is to modify your orders, track the progress of them and to change order related information, there is no need to have an account unless you have placed at least one order on our website.

Once I have placed an order, how do I check on the status of it or modify it?
Once you have placed an order, you can change your order details until the order has entered the shipping process. You can do this by logging into "My Account", and selecting the order you are interested in checking on or modifying. The screen will prompt you on how to modify the order or if modifying the order is no longer possible (because the order has already entered the shipping process).

Can I rent an instrument without a credit card?
No. A credit card is necessary for all rentals.

Are Southwest Strings rentals "rent-to-own?"
We don't have "rent-to-own" program; we prefer to give our customers rental credit. Rental credit includes all the monthly charges for the first five months. Rental credit stops accumulating after the first five months, and is good for one year.
Since we understand that students may grow out of one instrument, or change their interests, rental credit can be used to purchase any instrument we carry. You can also use the rental credit to purchase your current rental instrument.

Is there any way to buy an instrument at a rock-bottom price?
Purchasing a rental is a nice way to get an instrument outfit at a cheaper price, and we do have our rental outfits for sale. This is subject to availability, though, so call (800) 528-3430 or email Customer Service. Also, we have frequent sales and clearance items, for a list of our products currently on sale see the product listings. In addition, we have a limited quantity of clearance products.

I don't want to buy the instrument or bow until I can try it out. Can I do this?
All of our master bows (typically bows over $400, call us at (800) 528-3430 if uncertain) and fine instruments (Franz Werner, Georges Michel, Scott Cao, Yuan Qin, Jurgen Klier and any modern Italian and French) are available for personal trial through our approval program. For the cost of shipping, you can try out up to two (2) violins, or three (3) bows. We expect the you to cover the return cost of the unwanted instruments or bows; if it's shipped back in our packaging it should be inexpensive. For the near future, approval products cannot be ordered through our website. To take advantage of the approval program, you will need to call us at (800) 528-3430.

How do I make an order with Southwest Strings?
You can order online at http://www.swstrings.com or call us at (800) 528-3430 to order using a Visa, MasterCard or Discover card, or use our order form to order using a check or money order.

What if I don't want to use a credit card?
Although a credit card payment is the only way to order online or over the phone, we accept mailed checks and money orders along with an order form. The order starts being processed the day we receive payment.

How will my order arrive?
Most items travel through Priority mail, UPS, or FedEx. Most freight shipments require a signature unless it's specified that a signature is not required (we need to know at order time if no one can sign for the package). We can also track items once they've shipped, and will send you the tracking numbers once the packages have shipped (unless they are being sent USPS first class, in which case there is not tracking number).

How do international orders work?
We will email you within two (2) business days with several shipping options and their cost for you to choose from. Once you make your decision, processing your order happen the same day. For international orders, we do not ship partial shipments due to an out of stock item; if there is an item not in stock, we will hold the order until all the items are ready to ship. We are unable to ship flammable liquids internationally; this includes polishes, varnishes and bow hair rejuvenation kits. Please note, there will be duties and/or taxes on the merchandise you purchase that you will be responsible to pay; the amount is determined by your country. Delays in customs and severe weather will affect delivery dates. If you have any questions, please email Customer Service.

How soon do orders arrive?
Accessories like strings, books, and stands, etc., are almost always in stock and can ship out the next day. Instruments require at least one day of set up time; this time will be longer during our busy season. Many of our instruments are sold to students, teachers, and schools, so at the beginning of the school year prep time can take 5 to 7 business days. Non-instrument orders shipped by standard shipping are often received by the customer within 5 to 7 business days, and instruments normally take 7 to 10 business days for delivery. (Instruments can take up to 2 1/2 weeks during the beginning of the school year or near Christmas).

What is the fastest way to make an order?
Ordering over the phone at (800) 528-3430 allows you to check on availability, have any questions answered, and the order may get processed faster. Ordering over the internet is easy and reliable, and you can place an order anytime -- day, night or weekends. If you need to pay with a check, calling us guarantees the availability and price, but we'll start the order process only once we've received the payment.

Do you have rush delivery if I want my order tomorrow or in two days?
We have two-day and overnight delivery available, check out our shipping rates (can be found on our customer service page) for price information. Overnight and second day shipping requests, when made before 12 PM (Mountain Standard Time) will shipped out the same day for all the items in the order that are in stock. That means a second day order made on Thursday morning will be delivered on Monday, and a second day order made late on Wednesday will also be delivered on Monday.
Please note: Immediate rush deliveries are not recommended later than 12 PM for online orders if you want to receive the package the next day. Instead call us at (800) 528-3430 for these orders.

How do I change or cancel an order once it's been completed?
It may be difficult to change an order once it's been in our system. We are proud of our efficient and speedy delivery times, and we may have the package ready to be shipped out by the time we receive the request asking for your order to be changed. We do not have a guarantee that we can cancel or change an order; however if necessary just go to "My Account" on our website, give us a call at (800) 528-3430 or email Customer Service and we'll do our best to meet your needs. We prefer a call over the phone for order changes or cancellations that are more than several hours after the order was placed.

How do I check status of my order; can I check it online?
Just go to "My Account" on our website; it will list all the orders on your account and their status, including tracking numbers if available. Once your order has been shipped, either fully or partially, you will receive notification through email with tracking numbers, if available.

My item is broken, warped, separated, has kinks, etc. What do I do?
We ask that you inspect all items upon receipt, especially items you don't plan on using in the immediate future. We handle exchanges on a case-by-case basis and ask you to call us at (800) 723-6900 for personal customer service. From there we can figure out what's best for you. Typically we accept returns during the first month.

I purchased a new set of strings and I don't like how they sound. Can I exchange them?
Unfortunately we do not accept returns on strings once they've been installed onto an instrument. All strings sound slightly different on different instruments so there's no way we can guarantee a specific sound. We ask that you inspect the strings for loose windings, kinks in the strings, etc., and if you see a problem please call us at (800) 723-6900 or email Customer Service before you install the strings.

A Summary of the Southwest Strings Return Policy
All products except for shrink wrapped items (like CDs and computer software), instruments and strings can be returned for a 100% no-hassle refund within 30 days of product purchase. You will receive a full credit or refund for the price you paid for all the items returned with the exception of instruments which are subject to the following restocking fees:

Violin/Viola - $16.00
Cello - $40.00
Bass - $125.00

Our shipping and handling charges and the cost of shipment back to our company are all not refundable. To obtain a full credit or refund, the goods must be in the same condition as when purchased and must shipped back in the original packaging. Products sent back for replacement or credit must be returned within 30 days of original product receipt.

It turns out I don't like one of the items I ordered. How do I return it?
We have an unconditional 30 day return policy on most items ordered. If you're not satisfied with the order, we ask you to call us at (800) 528-3430 within a reasonable amount of time to let us know what you'd like to do. In most cases we will give you a return authorization number to send back the items to us. Return shipping is usually not complimentary.

My product is defective. Can I return it, and what kind of refund can I expect?
We have a 30-day return policy on all items, except strings and shrink-wrapped items like videos, CDs, and software. We prefer to be notified of problems with defects with seven (7) days of receipt. If the item is defective, we will either refund the item's cost to your credit card, or we will send out a free replacement (no shipping charge for light items) by the day after you call us (if you contact us early in the morning, we can usually ship out replacement items the same day you call). Defective items need to be returned to us; please do not throw the broken items away. We need these items back so we can evaluate the defect and prevent this from happening with future products, and also in some cases to request a credit from our supplier. It is cheapest for you if you can use our packaging to return the item, and we will usually refund the cost for shipping defective items to a credit card of your choice. Please include a receipt of the shipping charge with the defective item; this helps us greatly.
If you choose not to replace the product, we normally refund the cost of the item and the return shipping. We will credit the amount to whichever method of payment you used; it is difficult for us to refund a charge to a different credit card, but we can try if you contact us early.
If the item has broken after the 30-day period, we still may accept the return; we determine this on a case-by-case basis. Typically items start showing signs of use and wear by 30 days, but if your case handle falls off after two months, call us and we will probably be able to accommodate you. However, we do not cover extraordinary wear and tear or intentional breakage. If someone used a violin bow as a substitute for a sword and broke the bow, we would not be able to exchange or refund this as a defective item even it was returned within 30 days.

Can I return or exchange a product if it's not defective?
We accept returns on all new-condition items unconditionally, for 30 days. Strings and pre-shrink wrapped items like CDs and software need to be returned unopened within 5 and 7 days, respectively. We expect you to cover return shipping (and recommend you use our packaging to return the items). We recommend USPS (priority mail) for light items, since it winds up usually being the least expensive shipping method, and UPS for larger freight items. We will credit the amount of the item to your method of payment, minus any restocking fees, or we can apply the amount towards store credit for something else. We do not credit for the initial shipping charge.
If you would like to exchange one item for another, we will usually send the replacement immediately, before we receive the return. We charge standard shipping charges for replacement items. If you accidentally ordered the wrong item and feel you should have an exception made, feel free to call customer service at (800) 723-6900 and have your ordering information available.

Parts on my case have broken or fallen off, and the case is over 30 days old. What do I do?
We are very proud of our products and stand by their craftsmanship. However, cases do suffer wear on a normal basis and parts may fall off. We try to keep a supply of extra rubber feet, and screws for handles, and can usually send you a few replacement parts if we have your purchase on file (or you have a receipt.) Please call customer service at (800) 723-6900 for details, and have your purchasing information ready.

I have ordered the wrong strings or the strings broke. Can I return them?
We are proud of the strings that we carry, but cannot guarantee that they won't break during installation. Strings cannot be returned for credit once they have been installed on an instrument. Please inspect strings before installation for signs of defects, loose windings, kinks and indents in the strings. Normally, we will only accept defective strings within 5 days of receipt of the product. If you would like us to review your situation and see if we can accept the return, please make sure you still have the broken string, can explain where on the string the break occurred and why. We will use this information to determine if we can send you a free replacement.

What is the Southwest Strings return policy for shrink-wrapped items?
Once they have been opened, shrink wrapped items like computer software and CDs can only be exchanged for the same product within seven (7) days of product receipt and only if they are damaged or defective. Unopened shrink-wrapped items can be returned for credit or exchanged for another item within seven (7) days of product receipt.

How do I return an item, and what is your address?
Please call customer service first at (800) 723-6900, or email us. If you call after normal business hours, you will be prompted to leave a voice mail, so have your name and any account information ready when you leave your message. You will need to wait until you receive a 5-digit Return Authorization number before you return your item. Do not return any items without this number. When you receive this number, mark it clearly on the outside of the package(s) you use to return the item. This Return Authorization number is necessary in order to process the return to your account.
Our returns mailing address is:

Are there any special things to consider when packing and returning my items?

• Do not write or tape anything on the original item. Please write the RMA number on the outside of the box you are shipping the item back in.
• Any bows returned should be untightened, or else you may be responsible for the cost of damage to the bow hair.
• Make sure that the items are adequately packed and padded so that they don't receive any damage in transit. If possible, reuse the shipping materials we utilized to send the product to you. Make sure that any of the original shipping labels on the outside of the box are crossed out or removed.

Why do I want to enter a school quote?
There is a discount offered to educational facilities, so you may be able to receive significant savings by using our quote system. However, there is no school discount on clearance items, since their price is already as low as it can go.

What are the qualifications for being able to receive a school quote?
The order must be for a qualified school district, accredited college or university in order to receive the benefits of a quote.

How do I pay for an order requested with a school quote?
The order itself must be placed with a purchase order, since we cannot bill schools for items. So once we contact you with the price for each of your items, your order must be requested with an actual purchase order, or it must be pre-paid. Pre-payment options are a check, school credit card or certified check. Purchase orders must be an official purchase order. If your school does not have something that constitutes an official purchase order (via the school district) then an order on school letterhead with a purchse order number is required. We will not process an order without a form of payment, i.e. a P.O. #, school credit card, certified check, etc.

I am a teacher, can I create a school quote?
Teachers cannot place orders with their personal credit cards and receive a discount. However, if the credit card is from a school account, a quote can be placed.

How do I create a school quote?
Assuming that you qualify as an educational institution (see above), you can just add items to your shopping cart like a regular order. When you are ready to check out, just press the "Submit As School Quote" button. Once you have submitted your quote request, a school specialist will contact you.

What is the difference between a school quote and a school bid?
Depending on the requirements of your school district a quote may suffice. However, the purchasing department of your school district may require that a formal bid be submitted. In that case, just mail the bid to our address, or refer to your purchasing department for more information.

What about shipping costs?
Shipping and handling will normally be included in the quote given with your school discount. There may be an additional shipping fee for string basses and other oversized items. All this will be determined and communicated to you once we receive your quote request and processs it.

How long will it take to get a response to my school quote?
School quotes are normally responded to within 24 hours, Monday through Friday, but may take up to two days depending on the complexity of your order and the workload of the school specialist department.

How else can I submit a request for a school quote?
Requests for quotes can be also submitted via fax at (800) 528-3470 or mailed to: