F.A.Q.

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 dzstradm1@gmail.com and we can answer questions about any of our products.
 

Do you have a physical location?

No. D Z Strad Violin Shop in White Plains, New York is a separate company from DZStrad.com. They do not process orders made on DZStrad.com or Amazon, and they carry a different product line. You can contact them via dzstradviolin@gmail.com 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.
 

What are your shipping costs? Do you ship internationally?

DZStrad.com offers flat-rate shipping for both domestic and international orders. Please email dzstradm1@gmail.com for rates or update your cart.
Additional customs taxes/duties may be due to your postal carrier upon arrival of your merchandise. For specific questions about international orders or express shipping please email dzstradm1@gmail.com. For an accurate quote on international shipping costs you may also visit https://customsdutyfree.com/duty-calculator/.
PLEASE NOTE: If ordering from Alaska or Hawaii you must contact dzstradm1@gmail.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 dzstradm1@gmail.com.
 

What is your return policy?

You can return a product for up to 30 days from the date you purchased it. You can return the product and get a full refund or exchange the product for another one. 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 the event of a return. Please note even if damages are incurred, 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.

 

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 dzstradm1@gmail.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 provide appraisals?

No, we do not offer appraisals at this time.

Do you accept trade-in instruments?

At this time we do not currently accept trade-ins.

Do you offer in-home trials?

No, we do not offer in-home trials at this time.

Where are your instruments sent from?

All orders are sent from New York.