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Shipping and Returns


SHIPPING

We do our best to ship as quickly as possible, usually within three to five business days for plastic parts and hardware. Some harnesses will ship quickly, however some may take up to two weeks or more due to getting supplies (pots, capacitors, wire, etc.) in from our vendors. Because of the Corona virus pandemic, shipping into our shop is taking longer than usual. Parts that once arrived in a day are now taking up to a week.

We're a small shop and everything is handcrafted to order. We print your shipping label when we receive your order and send it to the shop where your items are prepared. Picture an old-school diner, where a waitress takes your order on her notepad, tears it off and puts it up for the kitchen. That label stays with your parts until they're packed and shipped. This is why you'll receive a shipping confirmation within a day or two of your purchase, but the tracking number may not show any progress for a few days. We appreciate your patience while we take the time to make sure your parts are just right.

Please note that we will not cancel or refund any order because of a delay in production. If you need your parts within a specific time frame, please contact us before placing your order—we can usually work something out for you in advance.

CUSTOMS AND DUTY ON INTERNATIONAL SHIPMENTS

We are often asked if we will lower the value of international shipments. While we are aware that this is done often by others and the risk of being discovered may be slim, the risk is monumental, life-changing, and totally not worth it. 

Mail fraud, a felony, carries a sentence of up to five years in prison and/or fines of up to $250,000 when individuals are involved and up to 30 years in prison and/or $1,000,000 in fines when a financial institution is involved.

Major credit card companies and PayPal are considered financial institutions. It’s important to be aware that you’re not only asking CreamTone to take this risk, but you’re liable too. You don’t want to spend the next 30 years in a prison cell with us over duty on a few guitar parts, so please don’t ask.

RETURNS

We want everything to be right with your CreamTone products. If there is an issue with your order, please notify support@creamtone.com within 24 hours of receiving the item.

Items may be returned for an exchange, store credit or repair. During these uncertain times, we aren't able to offer refunds until further notice. All returns must be in the condition received including all original packing materials.

Harnesses that have been installed may be returned for repair at no cost, or we will send replacement parts at our expense.

Shipping costs are not refundable.

If we send you the wrong item, we will send you the correct item at our expense and you will be under no obligation to return the incorrect item. When we make a mistake, you shouldn't be inconvenienced with packing and returning the wrong parts.  

We have made every effort to show the correct colors of our products, particularly the shades of cream. We cannot guarantee that all monitors will display color accurately. Returns are not accepted because of color discrepancies.

No returns on guitars, custom orders, or custom-made parts.

No refunds due to loss by USPS in shipping. If you do not receive your order, please contact us and we will send you another at our expense provided an acceptable amount of time has passed since the first shipment. Some international packages can take a long time to clear customs. We appreciate your patience.

If you initiate a credit card chargeback or open a case or claim through PayPal without contacting our support team first, we will not respond. We will communicate with the issuer of the credit card or PayPal and abide by the decision of their committee. When a case is opened, a hostile environment is created that CreamTone will not participate in. It is our intention to maintain a relationship with our customers and handle every issue personally, so contact us directly instead of going through your financial institution. We're always happy to take care of you.


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