All customers who place an order on this website agree to the following Terms of Service during the checkout process.
String Warehouse is an authorized dealer of all brands sold on this website. We do not sell knockoffs. The names of the strings we ship are stamped on the strings by the manufacturers.
All sales are final. We do not offer refunds or exchanges under any circumstances.
Once submitted, orders cannot be canceled or changed by customers. We do not accept customer cancellations or changes for any reason under any circumstance.
No warranty is offered or implied for any products sold on this website. We do not respond to warranty claims.
All communication with String Warehouse must be in writing by email to customerservice@stringwarehouse.com. We do not offer telephone service of any kind for any reason under any circumstances.
Email messages are checked and answered once each business day. Responses to customer emails are posted to customer accounts which can be accessed through the MY ACCOUNT tab at the top of this page.
In order to keep shipping costs to a minimum, all string sets are removed from their original packaging, placed in bubble envelopes and shipped via Canada Post Lettermail. Original packaging is recycled according to local regulations. The name of each string set is printed on the back of the envelope so customers can store string sets in the packages that we mail them.
All orders are video-recorded and triple verified. Our accuracy in this area is 100%. We ship exactly what our customers order.
Common strings in common colours and common gauges usually ship the following business day. Uncommon colours, uncommon gauges and uncommon strings may take up to 7 business days to ship. If we expect an item to take more than 7 days to ship, the order will be voided. Orders not yet shipped at the close of the 7th business day are voided. Notification of such actions are posted to customer accounts.
Canada Post does not provide tracking numbers for Lettermail, so no tracking numbers are provided. We cannot track packages once they ship, so we do not respond to questions about tracking orders after they ship.
Rush shipping is not offered. All orders ship within 7 business days by regular Lettermail. Once an order ships, it can take up to 10 business days for the order to arrive at its destination. Normal estimated delivery times are described by Canada Post as follows:
- Canada: 2-4 business days
- USA: 4-6 business days
- International: 4-7 business days
Exceptions to the above estimated delivery times can occur as the result of weather delays, labour actions, natural disasters, and unforeseen circumstances. We are not responsible for these events and do not accept responsibility for anything that happens to orders after they ship.
Customers who provide incomplete or incorrect mailing addresses are responsible for 100% of the shipping and replacement costs for their orders. They must also wait for the order to be returned to us before we can take any action to correct the issue.
If an order cannot be delivered by postal services personnel, the order is returned to us through the Lettermail system. We have no way of knowing if an order is being returned to us until it actually arrives in our returned mail box, so we cannot and do not answer questions about returns until they actually show up.
When an order ships, the order is set to complete in MY ACCOUNT. If you login to your account and your order says PROCESSING, it means that your order has not shipped yet. If it says COMPLETE, it means it has shipped. Since customers are able to check the status of their orders in this way, we do not answer emails asking if an order has shipped yet or when it will arrive.
In order to reduce the risk of credit card fraud, we ship only to the billing address associated with the credit card. There are absolutely no exceptions to this rule.
In order to reduce the risk of fraudulent credit card orders, all strings are removed from their original packaging prior to shipping. By removing the packaging in this way, we discourage thieves who order items to be resold online and in local flea markets.
In order to reduce the risk of chargeback fraud, we reserve the right to limit orders and refuse service to some customers in some circumstances. Customers who are unknown to us are limited to ordering one string set per month.