Shipping Policy

Effective Date: December 08, 2024

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1. Introduction

At Rose Garden Group LLC. ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, https://theinstrumentvault.com.

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2. Shipping Destinations

• Countries We Ship To:
• United States

• Future Expansion:
• We are continually working to expand our shipping destinations. Please check back regularly for updates.

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3. Shipping Costs

• Domestic Shipping United States of America (USA):
• Standard Shipping: Free shipping on all orders.
• International Shipping:
  • International orders may be subject to customs fees, import duties, taxes, or other charges imposed by your local government. These charges are the customer's responsibility.
• Standard International Shipping: Based on the destination, package size and weight. The exact rate will be calculated at checkout.
• Customs and Duties:
• No Hidden Fees:
• All shipping costs are calculated and displayed at checkout. There are no hidden fees.

 

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4. Order Processing Time

• Processing Time:
• Orders are processed within 1-2 business days (Monday to Friday, excluding holidays).
• Order Cut-Off Time:
• Orders placed before 3:00 PM EST will begin processing the same day.
• Weekend and Holiday Orders:
• Orders placed on weekends or public holidays will be processed on the next business day.

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5. Estimated Delivery Time

• Domestic Shipping:
• Standard Shipping: 3-5 business days
• Expedited Shipping: 1-2 business days
• International Shipping:
• Standard International Shipping: 7-14 business days
• Notes:
• Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

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6. Shipping Methods and Carriers

• Reliable Carriers:
  • Domestic Carriers: USPS, UPS, FedEx
  • International Carriers: DHL, FedEx International
• We partner with reputable carriers to ensure your package arrives safely.
• Shipment Tracking:
• All orders include tracking information, which will be provided via email once your order has shipped.
• Insurance:
• Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

 

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7. Order Tracking

• Tracking Information:
  • Tracking Number
  • Carrier Name
  • Link to Track Your Package
• After your order has been shipped, you will receive an email containing:
• How to Track Your Order:
• Visit the carrier's website to track the order
• Enter your tracking number to view the status and estimated delivery date.
• Assistance:
• If you have questions or need assistance with tracking, please contact our Customer Service, support@theinstrumentvault.com

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8. Delivery Issues

8.1 Delayed or Lost Packages

• Delayed Delivery:
• If your package is delayed beyond the estimated delivery time, please contact us at support@theinstrumentvault.com  or 302-306-7529 (PLAY).
• Lost Packages:
  • Verify the shipping address provided.
  • Check with neighbors or building management.
  • Contact us for further assistance.
• If your tracking information indicates that your package was delivered but you have not received it:

8.2 Damaged Packages

• Reporting Damage:
  • Take photos of the damaged packaging and items.
  • Contact us within 48 hours at support@theinstrumentvault.com.
• If your package arrives damaged:
• Resolution:
• We will work with you to arrange a replacement or refund as appropriate.

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9. Missing Items

• Reporting Missing Items:
  • Contact us within 2 days of receiving your package.
  • Provide your order number and details of the missing item(s).
• If any items are missing from your order:
• Resolution:
• We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

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10. Return and Refund Policy

• Returns:
• Returns are accepted within 14 days of receiving your order.
• Conditions for Returns:
• Items must be unused, undamaged, and in their original packaging.
• Certain items may not be eligible for return including Custom or Special-Order Instruments, Consumable Goods (such as reeds, strings, mouthpieces and drumsticks), Digital Products and Gift Cards.
• Return Shipping Costs:
• Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.
• Company Responsibility: If the return is due to our error, we will cover the return shipping costs.
• Refunds:
• Refunds are processed within 14 days after receiving the returned item.
• Refunds will be issued to the original payment method.
• For More Information:
• Please refer to our Return and Refund Policy  for detailed information.

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11. Incorrect Address

• Address Accuracy:
• Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
• Returned Packages:
  • We will contact you to arrange a reshipment.
  • Additional shipping charges may apply.
• If a package is returned to us due to an incorrect address:

 

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12. International Customs and Duties

• Customs Clearance:
• International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.
• Taxes and Duties:
• Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.
• Customs Policies:
• Customs policies vary widely by country. Please contact your local customs office for more information.

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13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

• Customer Service Email: support@theinstrumentvault.com
• Customer Service Phone: 302-306-7529 (PLAY)
• Company Address:
• Rose Garden Group LLC.
• 501 Silverside Road, Suite 105.
• Wilmington, DE 19809
• USA

Our customer service team is available Monday to Friday, 9 AM to 5 PM EST.

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14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

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Thank you for shopping with Rose Garden Group LLC.!

We appreciate your business and are committed to providing you with exceptional service.

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