Delivery times
Orders are processed within 1 business day, Monday through Friday. 432 Hz models take 7 to 10 business days to prepare. Delivery then takes the following number of business days, depending on your region:
- West Coast: 2 to 3 business days
- Mountain states and Midwest: 3 to 5 business days
- East Coast and South: 4 to 6 business days
The delivery date shown on the product page is based on an order placed today.
Order tracking
Every order ships with a tracking number. We email it to you when the carrier receives your package, rather than when the shipping label is created. When you receive it, your instrument is already on its way. Tracking may take 24 to 48 hours to update after the carrier receives the package.
You can also check your order status at any time by signing in to your account with the email address you used to place your order.
Packaging
Your instrument travels in its padded carrying bag, held securely by foam supports inside a double wall corrugated box so that nothing rests on the note areas. The stand, rattan edge protector, and cleaning cloth are packed separately inside the same box. Nothing on the outside reveals what is inside.
This packaging matters more than you might think. Most handpan tuning problems happen during shipping, rather than playing, and a box that is too thin is the most common cause.
Payment
Payment is made online in US dollars using one of the methods available at checkout. Payments are processed by Shopify Payments, and our store does not retain any banking information. You are charged when you place your order, and an email confirmation follows within minutes.
Taxes and fees
The price shown includes shipping. If sales tax applies in your state, it is shown before you pay, never afterward. No customs duties or additional fees are due on delivery.
Canceling an order
To cancel an order, contact us as soon as possible with your order number. If your package has not shipped, we will cancel your order and issue a full refund to your original payment method. Once your package has shipped, you can return the instrument under the conditions described on our Returns page.
If your package arrives damaged
Take photos of the box before opening it, then of the instrument, and send them to us with your order number. If your instrument is damaged in transit, we will arrange a replacement. You do not need to file a claim yourself. See our Returns page for details.
Where we ship
We ship only within the contiguous United States (the 48 continental states and Washington, D.C.). We do not ship to Alaska, Hawaii, US territories, or APO/FPO addresses. We cannot deliver to PO boxes because the package is too large and requires a signature on delivery.