Shipping Policy

With 12 years of experience in shipping fine instruments and their accessories both domestically and internationally, we are committed to ensuring orders are delivered as safely and swiftly as possible. Our skilled shipping and packing team takes great care to equip every instrument leaving our workshop with bridge protectors and proper packing materials, so it arrives ready to play! We make every effort to process and deliver your order promptly. If you have any questions about your order, feel free to chat with us or email us at support@viotune.com — click to send an email.

Do you charge for shipping?
We are pleased to offer free shipping on all orders over $50 within the contiguous United States! The carriers for the free shipping method depend on the items purchased, and not all items may ship from the same location. Most orders are shipped via USPS. For orders under $50, there is a flat-rate shipping and handling fee of $5, and they are most likely shipped with USPS.

Order Confirmation and Shipping Time

I’ve received an order confirmation. How long will it take for my order to ship?

Before ordering, please contact us to confirm if it’s in stock or a custom item. Stock products ship within 3-5 working days, while custom products take 30-45 working days to prepare.

After you receive your order confirmation email, we will work hard to prepare your order for shipping. If your order is placed after 8 AM EST, we will begin processing it the following business day.

  • The average processing time is 3-5 business days.
  • Instruments leaving our workshop undergo quality control inspections, and bows are carefully checked.
  • Once your order is processed and securely packed, we will ship it using the requested shipping method. Orders placed with a faster shipping method are still subject to standard processing times. You will receive a notification when your order is shipped. Please note that overnight shipping does not include delivery on weekends or holidays.
  • For specific orders that require extra attention, processing times may be longer.
    Processing times can be longer during sales, promotions, and holidays.

Order Shipment and Delivery

My order has shipped. When will it be delivered?
If you’ve received a shipping notification, your package is on its way! Most orders come with tracking numbers and are typically delivered within 45 business days, depending on the selected shipping method and your location.

Because we are using international logistics and covering the shipping costs for orders over $50, the total transportation time will take approximately 30-45 days.

International Shipping

Do you ship internationally?
Yes, we are proud to ship most of our products internationally!

Order Cancellation or Change

How can I cancel or change an order I just placed?
If you just placed an order and would like to cancel or make a change for any reason, we have a small window to do so. We work hard to ship your order as quickly as possible. If you are unable to cancel or make changes in time, we can help you find a solution. Our return policy also makes it easy to return your purchase.

Package Not Received

I did not receive my package. What do I do now?
We aim for all packages to arrive safely, but sometimes packages can get lost. If you suspect this has happened, please contact us at support@viotune.com. We will help you track the package and file a trace with the carrier. We guarantee safe delivery to the address you provided, but we are not responsible for lost or stolen packages once a shipment is marked as delivered.

Received a Faulty/Wrong Item

I’ve received a faulty/wrong item. What do I do?
We strive for zero tolerance regarding faulty or wrong items being shipped out, but in the rare instance this happens, please contact us directly at support@viotune.com with a picture of the item, and we will help you process an exchange or compensate you in the best way possible.

Damaged Item in Transit

I received an order that was damaged in transit. What do I do now?
We meticulously package our products with utmost care and professionalism. However, sometimes the shipping company may mishandle a package, and for that, we’re terribly sorry.
Please don’t worry; we guarantee safe delivery! If your package was mishandled and received damaged, please contact us immediately via email (support@viotune.com), provide your order number, and include the following photos:

  • Pictures of the damaged area(s) of the instrument/accessory as well as the front, back, and sides of it
  • Picture of the interior packaging used
  • Pictures of the exterior of the box
  • Picture of the shipping label
    We will respond to your email the following business day with instructions on how we will proceed with replacing the product. We will also send you a return label for you to send back the damaged/defective item if necessary.

Alternate Address or Freight-Forwarder

Can I send an order to an alternate address or freight-forwarder?
We guarantee delivery to the address provided on your order; however, if we were given an incorrect address and the item has already shipped, we will do our best to retrieve the package and redirect it to you. Due to such an error, additional shipping charges may apply.
Shipping to freight-forwarding services is possible but not recommended. Errors may occur if packages are shipped separately. Viotune is not liable for any damages or shipping issues that may occur during shipping between the freight-forwarder and the customer.
Please indicate in the notes section of your order if the receiving address is a freight-forwarding service. Missing items and damage claims must be reported by the freight-forwarding company before forwarding the shipment.

Return Policy

What is your return policy?
If you are not completely satisfied with your purchase for any reason, you may return most items within 15 days of delivery (unless otherwise specified) for a refund of the original purchase amount.
To get a product refunded, returned items must be in the original packaging and condition, showing no signs of wear or abuse, and be complete with all included materials (such as cases, straps, accessories, etc.). For more information on returns, exchanges, and refunds, please check our return policy.