FAQ

Frequently Asked Questions

Questions and Answers

Where do you deliver to?

We ship worldwide. If your country isn’t listed in the shipping cost overview, please send us a request with your order. We’ll get back to you promptly with the estimated shipping costs.

An item is currently unavailable. Do you know when it will be back in stock?

If the delivery date isn’t specified on the website, we don’t know either. Indefinite delivery dates can have various reasons, such as production delays. If we receive a delivery date from the manufacturer, it will be displayed on the product page.

What is the purpose of pre-orders?

We believe that pre-orders are the fairest way to secure a new or rare item. Pre-orders are processed chronologically, ensuring that those who order first will receive their items first.

If some items in my order are not yet available, should I complete the purchase anyway?

We recommend doing so. If you don't pre-order the items you want, it’s possible that by the time one item becomes available, another may already be sold out again.

Are partial deliveries for an order possible?

We automatically check the possibility of making a partial delivery of available items. Not all orders are eligible for this. Eligibility depends on the immediate availability of the items, the total order amount, and the destination country.

If I choose advance payment as the payment method, do I have to pay immediately?

Of course not. Please wait until we send you either an invoice for the entire order or a partial invoice for the available items – if the order qualifies for partial delivery.

If I choose credit card as the payment method, do I have to pay immediately?

We will only charge your credit card for the price of the available items in your order.

The amount of my order has been debited from my bank account, but all/some items have not yet been delivered. Is this normal?

Yes, because most banks display authorizations as full debits. In this case, the amount has not yet been credited to our account.

How long does a credit card authorization last, and what happens when it expires?

This depends on your bank. Most authorizations expire after one month, while others may be valid for several months. Once the pending authorization expires, the unbilled amount is automatically released back to your bank account.

I noticed that the authorization for charging my credit card has expired. Does this mean that my order is now invalid?

The automatic cancellation of the credit card authorization does not affect the status of your order.

If an item becomes available after the reservation on the card has expired, can you still charge the amount?

No, it is not possible to charge an amount from a credit card whose authorization has expired. In this case, we will send you an invoice for payment via bank transfer. If you prefer to pay with a credit card, please place a new order online and let us know that the new order should replace your expired order.

Why do prices vary between the product view and the shopping cart?

We do not automatically detect your IP address. To calculate the final price according to your current location, please log in or select the correct destination country in the shopping cart. If you live within the EU, the corresponding VAT of your residence will be added to the net price. If you are located outside the EU, only net prices will be displayed.

I ordered from outside the EU. – Does my order go through customs clearance?

Your order must go through customs clearance if the amount exceeds €1000. This usually takes between two and four business days. Import VAT and customs fees are due upon receipt of the order.

I am allowed to purchase musical instruments through my company. Can I order without VAT?

Yes. Set up your account as a company account under "Addresses" and enter your intra-community EU VAT number. Your subsequent orders will then be VAT-free.

Do you accept PayPal?

No, we do not work with PayPal.

Can I change the delivery address/delivery date of my order?

Yes, you can change the delivery address and delivery date at any time before the order is shipped. Please email or call us.

When and how can I cancel my order?

You can cancel orders, or just part of an order, at any time free of charge. Please email or call us.

I canceled items ordered with a credit card. – Do I have to wait for the authorization to expire to get my money back?

Since we are not authorized to cancel pending authorizations on your credit card, we recommend calling your bank to expedite the process.

Will you send me the tracking number for my order?

Every package can be tracked online. The respective shipping provider will send you a tracking link as soon as your package has been picked up from us. If you have not received the link two days after receiving the paid invoice (via email), you can of course contact us to inquire. If your package goes through customs clearance, this may delay the delivery of the tracking number.

Is it possible to ship with DHL instead of UPS?

We need to check your delivery address beforehand to see if a change is possible. Please leave a comment when placing your order. If possible, we will switch the shipping provider.

I haven’t heard anything about my order. – Should I be worried?

Every order is processed chronologically and based on the availability of the items. We will contact you as soon as there are updates regarding your order. Sometimes, this takes a little longer, for example, due to high order volumes or delivery delays for individual products. If you’re unsure whether everything is okay with your order, you can check its status via email or by calling us.

I received an item but am not satisfied with it. – Can I return it?

For all items sold within the European Union, there is a two-week return policy without the need to provide a reason. Please complete the withdrawal form and follow the instructions: Withdrawal

If you are located outside the EU, for instance, in Switzerland, Norway, or the UK, and/or have kept the item longer, please send your request via email, and we will try to assist you accordingly.

I received a defective device. – What can I do?

Please send us an email immediately with a detailed description of the issue. Sometimes, we can already estimate how it can be resolved with a remote diagnosis. We will then send you a return label and have the product checked. Typically, we will repair the device in our own workshop to guarantee you a working product and exclude manufacturing defects. If necessary, we will also send you a replacement device.

How long is the warranty on my device, which I purchased from SchneidersLaden, and what should I do if my device breaks after the warranty period?

We provide a two-year warranty on all devices we sell. In most cases, we are happy to assist even after that period if the equipment experiences issues. If your repair request is not covered under warranty or the device was not purchased from SchneidersLaden, please send us your inquiry with a description of the issue via email, so we can assist you appropriately.