I don’t see one of your products from Amazon on DZStrad.com, do you no longer offer it?
Currently, some of our products are exclusive to Amazon. Please contact email@example.com
and we can answer questions about any of our products.
Do you have a physical location?
Yes! We are located at 60 S. Lexington Ave, White Plains, New York. You can contact us via firstname.lastname@example.org
or (914) 831-7415.
What's included with the purchase of my instrument?
All of our instruments are sold as outfits. Please refer to the individual listings for specific included accessories.
Non-Defective products must be returned within 30 days of purchase. All returns will be subject to a 20% restocking fee.
What are your shipping costs? Do you ship internationally?
DZStrad.com offers flat-rate shipping for both domestic and international orders. Please email email@example.com
for rates or update your cart.
Additional customs taxes/duties may be due to your postal carrier upon arrival of your merchandise. All additional customs taxes/duties are the responsibility of the customer.
For specific questions about international orders or express shipping please email firstname.lastname@example.org
. For an accurate quote on international shipping costs you may also visit https://customsdutyfree.com/duty-calculator/.
: If ordering from Alaska or Hawaii you must contact email@example.com
before ordering because our domestic flat-rate is not accurate for Alaska and Hawaii. We apologize for any inconvenience.
When should I expect my instrument to arrive?
Orders are processed within 2-3 business days of purchasing, allowing our luthier to do one final inspection before the instrument is shipped. Shipping across the continental U.S. takes an average of 3-5 business days after orders are processed. For specific questions about international orders or express shipping please email firstname.lastname@example.org
PLEASE NOTE: All packages require a signature confirmation from the recipient upon delivery.
What is your return policy?
You can return a product for up to 30 days from the date you purchased it, subject to a 20% restocking fee unless defective upon delivery with no exceptions as we carefully examine every return that has been used or lightly used.
Non-installed accessories packaged with instrument outfits can be exchanged but not refunded.
The customer is responsible for return shipping unless damages were incurred during shipping. Please retain packing materials in case of the event of a return.
Please note even if damages are incurred during shipping, reimbursement for shipping charges is limited to $100 USD. Due to the costs of international shipping, we can only cover up to $200 of international shipping costs. All other expenses are the responsibility of the customer.
PLEASE NOTE: All instrument returns must include the original outfit and accessories with which they were received. Failure to do so will result in only partial refund.
What do I do if my instrument arrives damaged?
Every violin, viola and cello that leaves our facility is fully set up to spec by our on-site luthier. But, we ship all cellos with their bridges down to prevent damage as an extra precaution. We stand by our packing procedures and do our best to make sure all instruments arrive safe to you. Unfortunately, once the package leaves our facility they are out of our control. While rare overall, bridges and/or soundposts shifting during transit is the most common issue we see with instrument shipping. If anything is not right with your instrument, please let us know within 72 hours of receipt. If damages are reported outside of that window, repair costs or depreciation may be charged. If this happens please contact us at email@example.com
and we would be happy to work with you on a resolution. These occurrences will be handled on a case-by-case basis at the sole discretion of DZStrad.com.
Do you cover Import Duties/Tariff?
We do NOT cover any duties, if any duties are charged by the recipient country customs office, we are not responsible for them. Apologies for any inconvenience that may lead to.
What is your Rental Policy?
All rental instruments are the property of DZStrad.com. The customer will be subject to sign our Rental Agreement and give a copy of authorised identification and credit/debit card. The agreement is as follows: The customer will not loan, sell, transfer or assign this instrument. The customer will not hinder our interest in this rental agreement and this rented instrument. All rental instruments and instrument outfits (bow and case) are not covered for theft loss or damage. The customer shall be responsible for damage and/or loss; included but not limited to, fire, flood or acts of nature, theft, negligence, mishandling or abuse of the instrument or any items included in the retail outfit as outlined above. In case of theft or loss, the customer will be charged for the full retail value of the rented instrument. Negligence, mishandling, or abuse of the instrument will be determined by DZStrad.com. All rentals will incur a 2% late fee per day after the specified expiration date. We reserve the right to modify or change this agreement at any given time.
Online Rentals do not include return shipping costs.
What is your Rental Guarantee?
D Z Strad offers our customers the highest quality products and service at competitive rates. Should a problem occur during your rental contract due to what may be defective equipment or set up, DZStrad.com will adjust, repair or replace the instrument.
What is your Trade-In policy?
The only trade-ins accepted are DZ Strad products from the the original purchasing customer with original receipt. Trade-ins will only be accepted when a new instrument of higher value is purchased. We do NOT offer trade-ins for cash or store credit.
Our standard trade-in rate is 50-80% of the original purchase price (including any discounts applicable).
The final trade-in price will be determined by an on-site luthier and approved by management. We advise to call ahead before arriving for a trade-in to ensure there is a luthier present and available when you arrive.
Trade-In discounts may not be used along with any other discount or promotional prices.
DZ Strad reserves the right to refuse trade-ins subject to a final decision by management.
How do I set up my cello bridge?
As we ship all of our cellos with the bridge displaced for safety reasons due of the risk of the cello neck snapping as due to the amount of tension applied to strings. Here is a link to one of our many useful Youtube videos perfectly detailing how easy it is to set up your cello bridge. https://www.youtube.com/watch?v=v_ZgOWPXkBw
Do you provide appraisals?
No, we do not offer appraisals at this time.
Where are your instruments sent from?
All orders are hand selected, packaged and sent from White Plains, New York.
Are your instruments covered by any kind of warranty?
Our instruments are covered for manufacturing and material defects for one year.
Bows are covered by a two month warranty.
Any setup adjustments required must be requested within two weeks of purchase.
Routine maintenance on all instruments is advised every 6 months - This is not included in purchase price.
Collecting your Personal Information
Protecting your private information is of utmost importance to us. This statement of privacy applies to anyone who visits our website or transacts on our website.
We do not collect any personal information about you unless you have already voluntarily provided it. However, you may be required to provide certain personal information to us when you elect to use our website or purchase items. These may include: (a) registering for an account; (b) entering a sweepstake or contest sponsored by us or one of our partners; (c) signing up for special offers from selected third parties; (d) sending us an email message; (e) submitting your credit card of other payment information when ordering or purchasing products or services. To wit, we will use your information for, but not limited to, communicating with you in relation to services and/or products you have requested from us. We also may gather additional personal or non-personal information in the future.
Sharing Information with Third Parties
We will not sell, rent, or lease any customer lists to any third-party companies. We may disclose your personal information, without notice, if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal processes served on D Z Strad Violin Shop or the site; (b) protect and defend the rights or property of D Z Strad Violin Shop; and/or (c) act under exigent circumstances to protect the personal safety of users of the website, or the public.
Opt-Out of Disclosure of Personal Information to Third Parties
In connection with any personal information, we may disclose to a third party for a business purpose, you have the right to know:
The categories of personal information that we disclosed about you for business purposes.
You have the right under the California Consumer Privacy Act of 2018 (CCPA) and certain other privacy and data protection laws, as applicable, to opt-out of the disclosure of your personal information. If you exercise your right to opt-out of the disclosure of your personal information, we will refrain from disclosing your personal information, unless you subsequently provide express authorization for the disclosure of your personal information. To opt-out, please email us at firstname.lastname@example.org.
Tracking Users Behaviour
D Z Strad Violin Shop may keep track of data about websites and pages you visit within our own website, this is to better what products or services are the most popular. This data is used to deliver customized content and advertising from D Z Strad Violin Shop to our customers whose behaviour indicates that they are interested in a particular subject area.
Automatically Collected Information
Information about your computer hardware and software may be automatically collected by D Z Strad Violin Shop. This information can include your IP address, browser type, domain names, access times, and referring website addresses. This information is used for the operation of the service or products, to maintain the quality of the service or products, and to provide general statistics regarding the use of our website.
Right to Deletion
Subject to certain exceptions set out below, on the receipt of a verifiable request from you we will:
- Delete your personal information from our records; and
- Direct any service providers to delete your personal information from their records.
Please note that we may not be able to comply with requests to delete your personal information if it is necessary to:
- Complete the transaction for which the personal information was collected, fulfill the terms of a written warranty or product recall conducted in accordance with federal law, provide a good or service requested by you, or reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform a contract between you and us;
- Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity;
- Debug to identify and repair errors that impair existing intended functionality;
- Exercise free speech, ensure the right of another consumer to exercise his or her right of free speech, or exercise another right provided for by law;
- Comply with the California Electronic Communications Privacy Act;
- Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when our deletion of the information is likely to render impossible or seriously impair the achievement of such research, provided we have obtained your informed consent;
- Enable solely internal uses that are reasonably aligned with your expectations based on your relationship with us;
- Comply with an existing legal obligation; or
- Otherwise use your personal information, internally, in a lawful manner that is compatible with the context in which you provided the information.
Children under Thirteen
D Z Strad Violin Shop does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website.
Opt-Out & Unsubscribe from Third Party Communications
We respect your privacy and give you the opportunity to opt-out of receiving announcements of certain information. Users may opt-out of receiving any or all communications from third-party partners of D Z Strad Violin Shop by contacting us at email@example.com.
Changes to this Statement
D Z Strad Violin Shop welcomes your questions or comments regarding this Statement of Privacy. If you believe that we have not adhered to this statement please contact us at firstname.lastname@example.org.