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?
Yes! We are located at 60 S. Lexington Ave, White Plains, New York. You can contact us 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.
Restocking Charges.
Non-Defective products must be returned within 10 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 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. All additional customs taxes/duties are the responsibility of the customer. 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.
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 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 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.
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 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.