Shipping & Returns
Please contact us if you have any shipping questions PRIOR to placing your order.
Shipping within United States (Domestic Services)
We do all of our shipping out of the United States Post Office in Cloverdale, California 95425 USA.
When your order has been packaed up, you will receive notification of the shipment and may log in to view the tracking number.
Orders are shipped using USPS Ground Advantage, USPS Priority Mail and USPS Media rate (when pre-arranged with us).
When you place an order, the shipping program calculates the shipping cost based on the total weight of your items, size of the packaging, and the shipping method you choose.
Once we pack up the order and enter the details in the shipping program, sometimes the cost to ship is less than you paid. When that happens, we will issue a store credit for the difference and send you a note to let you know. If you would prefer a credit to your original payment method instead of a store credit, just let us know.
If the shipping cost is significantly more once we pack up the order, we will reach out to discuss, but usually, we absorb the difference. This can happen when there is a mix of items - for example if you purchase one thumbpick and one record album. The program has a difficult time determining that a record album needs a large box and takes priority over the small thumbpick and may miscalculate the shipping cost. Again, we usually absord the difference and will try to fix the error internally to prevent repeated miscalculations.
We are not able to offer other shipping services such as Federal Express, United Parcel Service, DHL, et cetera, unless you contact us - then we'll be happy to research but our office is in a rural community and these companies charge extra to pick up packages from us and we don't have drop boxes (for FedEx and DHL).
Shipping Internationally (outside of the United States)
We do all of our shipping out of the United States Post Office in Cloverdale, California 95425 USA.
The shipping rate for International orders is calculated based on weight and package dimensions.
If you would like a quote prior to ordering, please contact us . We will need the following information for a quote:
- Please provide the complete destination address, including the city, country and postal code (some customers will send a picture of a piece of their mail with the details).
- Provide your contact email and phone number.
- Is the shipping destination address your residence or business?
- Do you want the package left or do you want it delivered with a signature required?
- You'll need to provide a list and the quantity of each item you would order. This ensures that we use the correct size package and accurate rate to get a quote for you.
Once we pack up the order and enter the details in the shipping program, sometimes the cost to ship is less than you paid. When that happens, we will issue a store credit for the difference and send you a note to let you know. If you would prefer a credit to your original payment method instead of a store credit, just let us know.
If the shipping cost is significantly more once we pack up the order, we will reach out to discuss, but usually, we absorb the difference. This can happen when there is a mix of items - for example if you purchase one thumbpick and one record album. The program has a difficult time determining that a record album needs a large box and takes priority over the small thumbpick and may miscalculate the shipping cost. Again, we usually absord the difference and will try to fix the error internally to prevent repeated miscalculations.
We do not offer USPS First Class International mail services (shipments sent using postage stamps) for international shipments. These services are usually less expensive, however, the package cannot be tracked to provide it's progress from the time it leaves Cloverdale to it's finally destination. It is also not permitted to be insured and no claims can be processed should the package contents by damaged in transit. Basically, delivery is not guaranteed and impossible to track.
Customs Information for International Orders
Recepients are responsible for customs clearance and paying any fees related to that process, which may include broker fees, taxes, VAT, et cetera. Our store has no control over the fees.
We never adjust the price of the item(s) to reduce fees in customs so please do not ask.
International packages are marked to return to us if undeliverable or unclaimed.
International packages are shipped using the United States Postal Services (USPS) and are always turned over to a third party vendor for moving out of the United States - usually, it is GlobalPost - and we have no control what company they choose.
Once the package is released from customs, it is usually given to another vendor for delivery to the destination address. This can be a local postal agency or third party delivery company.
Please contact us if you have any shipping questions PRIOR to placing your order.
Return and Refund Policy
You may return at your expense, any new, unopened items within seven (7) days of delivery for a refund (except picks. Mail to The Steel Guitar Shopper, c/o Lori Smith, PO Box 494, Cloverdale, CA 95425.
We only pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) and we will provide you with a shipping label via email when approved.
If you need to return an item, simply log in to your account, view the order using the "Completed Orders" link under the My Account menu and click the Return Item(s) button to start the request. We'll notify you once we've received the returned item. Be sure to consider using a method that provides tracking (usually USPS Ground Advantage) to track the delivery. First Class (using stamps or postage paid service) does not provide tracking unless you upgrade to include a "signature requested" service.
Finger picks and thumbpicks that are solod individually are NOT returnable because they are considered to be hygienic and cannot be re-sold. Picks sold in packages are not included.
Questions?