Ted Brown Music Frequently Asked Questions

Placing an Online Order

What payment methods will you accept online?: Visa, Mastercard, American Express, Discover, PayPal, Venmo, Ted Brown Music Gift Cards, Purchase Orders^*.; ^*Schools and institutions may pay with a Purchase Order if they already have an account with us. Orders placed using a PO without a valid account will automatically be canceled.
Why can't I complete checkout?: You will need to log in to your account first, or if you have not ordered with us before you will need to create an account before checkout. Both a billing and a shipping address must be provided, even if you are picking up your order locally.
I can't log in, how do I reset my password?: Please reach out to us and we will reset your account!
What is a "Special Order Item"?: When we do not currently have an item in stock, we need to put in a special order with the manufacturer, just for you! Because of shipping times, we do ask for a minimum of 2 weeks for order delivery.; Please Note: Due to global supply delays, some orders may take longer to arrive depending on the manufacturer's availability.
I placed an order but did not receive any emails. Where is my order confirmation?: You will receive an automated order confirmation once your order has been successfully submitted, but it may turn up in your Junk/Spam folder. If you did not receive any emails from us after placing an order, please contact us to ensure we received your order information.
How long will it take to process my order?: Orders are processed Monday-Friday by 2:00pm PST. Special orders require extra processing time.
How will I know my order has been processed?: You will receive an email with a copy of your receipt once we process your order. Once your order has been shipped (or is ready for pickup) you will receive another email with shipping/pickup details.
When will my card be charged?: Your credit card is charged when we process your order. If your payment is declined when we process your order, we will reach out to you.; Please Note: Debit cards are processed as credit.
Can I set up recurring deliveries?: Our system is not set up for automated recurring orders at this time, but we are working on it!
Why did my billing address change to match the shipping address when completed checkout with PayPal?: This is because of PayPal's payment processing, but don't worry! Your order will still be processed and shipped to the delivery address provided with your order.
Why can't I see "In-Store/Curbside Pickup" as an option at checkout?: When placing an order, you must add both your billing AND your shipping address, even if you're picking up your order at one of our stores! Once all your information has been entered you will be able to place an order for pickup.

Shipping and Delivery

When will my order ship?: Most orders are shipped within 1 business day if the item is in stock^*. Special orders will vary depending on the manufacturer's availability.; ^*We are only able to ship orders from select Ted Brown Music locations, there may be a slight delay if your item needs to be transferred to a different store before being shipped.
Can my order be shipped the same day?: Most orders placed before 2:00pm PST are shipped the same day. If your order is placed after the cutoff time, or if your order is placed over the weekend, it will be shipped the following business day. Special orders require additional time.
Which Ted Brown Music locations have shipping services?: Tacoma, Yakima, and Richland
What shipping carriers do you use?: FedEx, UPS, and USPS. If free shipping is selected, Ted Brown Music will use the lowest-priced ground delivery option to ship your order.
How much will shipping cost?: Our site is linked to the Shipping Carrier's websites. Shipping is calculated at checkout by the carriers when you enter all your delivery information. You will be provided with multiple options to choose from before submitting your order.
When will my order arrive?: That depends entirely on your location, but most orders shipped within Washington and Oregon are delivered within 1-2 business days^*. Most orders addressed to other states receive deliveries within 2-7 business days.; ^*If Overnight or 2-Day Shipping are selected, your shipment will arrive within 24-48 hours after your order has been processed.; Holiday Season Orders: Please allow additional delivery time for orders placed during the holiday season.
Do you ship internationally?: We are not able to ship outside of the United States at this time.
Can my order be delivered to my school?: Yes! If you would like one of our Ed Reps to deliver your order to the school by hand, please place your order for “In-Store Pickup” and leave a note with your order^*; ^*School deliveries are completed on a schedule. If you are unsure of the date for your next school delivery, please reach out to us.
Can I get faster shipping on a special-order item?: We are not able to request expedited shipping services from our vendors. If you select an expedited shipping service for an item we do not currently have in stock, your order will be shipped via your selected method AFTER it has been delivered to our warehouse.
Will I need to sign for my package?: We require delivery signatures on all orders over $200 to ensure safe delivery. If you would like to waive the signature, please contact us. Ted Brown Music is not liable for any stolen packages.

In-Store/Curbside Pickup

Can I pick up my order in-store?: Yes! You will still be required to enter BOTH a billing and a shipping address; once all your information has been submitted, you will be provided with multiple shipping options to choose from, including "In-Store/Curbside Pickup".; Please Note: All pickup orders require that you show ID and sign your receipt when you arrive.
When will I know my order is ready to be picked up?: You will receive an email with a "shipping" confirmation, but don't worry! Once you open the email, you will see that your order is ready for pickup at the store you selected when checking out. If you would prefer a phone call when your order is ready, please leave us a note with your order.
Why did I receive a shipping email if I selected "Pickup" for my order?: Many of our notification emails are automated, and our system can't tell the difference between "shipped" and "ready for pickup," but don't worry! When you open the email, you will see that it shows which store location your order is ready to be picked up at.
Can someone else pick up my order for me?: Yes, but you must add that person's name to the "shipping to" details on your order OR you can leave their name in the "notes" section of your order. Please make sure they know that they will be required to show ID and provide a signature when they arrive!
How long do I have to pick up my order?: Once your order has been paid for, we will hold it for you indefinitely. We ask only that you come by during our normal business hours!
Can a Road Rep deliver my order directly to my school?: Yes! If your school has an account with us, we can have one of our staff deliver your order directly to the school. School visits are done on a rotating schedule and your order will be taken to the school the next time our Road Rep will be in the area. Please select "In-Store Pickup" and leave us a note with your school and student's name.

Lost or Damaged Orders

What if my order is lost or damaged?: Please file a claim with the shipping carrier OR you can reach out to us and we will file a claim on your behalf! If the carrier accepts responsibility for your lost or damaged package, we will either replace or refund your order depending on the outcome of your shipping claim.; Please Note: Ted Brown Music is not liable for any shipping claims that are denied by the carrier.
What if my order was stolen from my doorstep?: You can file a claim for stolen packages, or we can do it on your behalf, but the shipping carriers will require a police report for the theft. If you are unable to provide a police report, there is a much higher chance that your claim will be denied.; Please Note: Ted Brown Music is not liable for any shipping claims that are denied by the carrier.
My tracking says "Delivered" but nothing was delivered. Where is my order?: Occasionally, the carrier will deliver your order to a nearby household by accident. We recommend reaching out to your neighbors or your apartment manager to find out if your package was delivered incorrectly. If you suspect theft, please file a police report and file a shipping claim with the carrier. If you can provide us with the police report details, we can file the claim on your behalf.

Returns/Refunds/Exchanges

Can I return my order?: You may return your items for a refund or exchange if they are within our return period. We require that all packaging and paperwork be returned with your product. If your product is returned to us damaged or missing parts, Ted Brown Music reserves the right to deny your return OR charge a restocking fee. If your return is denied, we will send the product back to you.
How long do I have to return my order?: We allow 14-days to return items that are picked up in our stores. We allow returns within 30-days for items that are shipped to account for transit time.
Who pays for return shipping?: The buyer is responsible for return shipping unless you have received an incorrect item. If you received the wrong item, please reach out to us and we will provide a return label.
How do I ship my item back?: You can send your order back to us via whichever shipping carrier is most convenient for you. If you would like us to create a label for you, the cost of the shipping label will be deducted from your refund.
How do I exchange my order for something else?: Please reach out to us! We are happy to help with exchanges, but you must return your first order before we will send an exchange order. If you are exchanging a defective product for an identical replacement, we will test the replacement before it is shipped.
When will my refund be processed?: Your refund will be processed AFTER we have tested and inspected the product. If your item is returned to us with any damaged or missing parts, you may be subject to a restocking fee.
How long does it take for the money to get back into my bank account after my refund is processed?: That varies depending on your bank, but it usually takes 1-3 business days.
My item stopped working, but it is past the return window. What do I do?: If you are having issues with your order after the return period ends you will need to file a warranty claim with the manufacturer directly. Please reach out to us if you are having a hard time contacting the manufacturer.

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