Returns at Kraft Music - Quick, Easy, Convenient

Need to make a return? No problem! At Kraft Music, we are dedicated to your satisfaction. We have made it our mission to make the returns process as quick, easy, and convenient as possible. When you purchase with us, you're backed by our Kraft Music Guarantee. So how does it work?

The Basics

45 Days - All Kraft Music orders are protected under our 45 Day Kraft Music Guarantee. If something isn't right with your order, you are covered!
Keep the Boxes - If you need to return an order from Kraft Music, the items will need to be shipped back to our facility using the original boxes and packing materials. Be sure to keep all boxes and packing materials for the first 45 days.
Worn Packaging - If your order shows up looking less than perfect, don't worry! Go ahead and accept that package and open it up. Every package we ship is designed to be handled, loaded and unloaded from trucks, and still keep the contents free from damage or any other problems. Always receive the package and if you're unsure if you should open it, give one of our Sales Advisors a call! If a package is refused and our team finds no damage upon inspection, it is considered a Satisfaction return.
Condition - We're more than happy to help with your return, so be sure that everything is in "new" condition with the original boxes and packaging materials. Returns that show any abuse or unusual wear may be refused or subject to a restocking fee. Contact us right away so we can get that product off your hands!
Refunds - We'd love to help you find the right product and keep you playing music! But if you'd like to return your order for a refund, those refunds will be issued in the same method as the original payment. Our team processes refunds as quickly as possible, but please allow a few business days after the return has arrived for the refund to be processed. If you received a promotional gift card as a part of the purchase being returned, that gift card will be voided. If the promotional gift card was used prior to the return, the amount of the promotional gift card will be deducted from the refund.

Shipping Damage

Shipping damage is extremely rare, but if it happens to you we've got you covered under the Kraft Music Guarantee! Contact a Sales Advisor and we'll get the process started right away! Here's what that process looks like:

Once you've inspected the package and determined there has been shipping damage, reach out to us at [email protected] or 800-783-3368 to get started.
Your Sales Advisor will reach out with some options, including exchanging it for a new unit at no cost to you, keeping it for a partial refund, or returning for a full refund.
If you're returning the damaged product, we'll cover the shipping costs! Pack up the order and your Sales Advisor will either provide return labels or arrange for pickup, depending on the original shipment method.
For exchanges, we want you playing music again as soon as possible. Instead of waiting until the return arrives back to our Franklin, Wisconsin warehouse, your Sales Advisor will release your replacement order as soon as the return is on the way back.
For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund!

Defective Units

We only stock products from the most reliable manufacturers who do an excellent job with quality control. While the occasional defective unit does ship, Kraft Music has got your back! Contact a Sales Advisor and we'll get the process started right away! Here's what that process looks like:

Let's troubleshoot first! Reach out to us at [email protected] or 800-783-3368 so we can work with you to confirm the defect. We don't want you to have to go through the effort of unnecessarily packing up your order! Our Sales Advisors can do most basic troubleshooting, but we may refer you to the manufacturer's tech support to confirm the defect.
Once it has been determined the product is defective, your Sales Advisor will reach out to give you some options, including exchanging it for a new unit at no cost to you or returning for a full refund.
If you're returning a defective product, we'll cover the shipping costs! Pack up the order and your Sales Advisor will either provide return labels or arrange for pickup, depending on the original shipment method.
For exchanges, we want you playing music again as soon as possible. Instead of waiting until the return arrives back to our Franklin, Wisconsin warehouse, your Sales Advisor will release your replacement order as soon as the return is on the way back.
For refunds, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund!

I'm Not Satisfied

If you're not satisfied with your order, you're covered under the Kraft Music Guarantee! Contact a Sales Advisor and we'll get the process started right away! Here's what that process looks like:

Reach out to us at [email protected] or 800-783-3368 and let's talk about what you didn't like and what you were looking for!
Your Sales Advisor will reach out with some options, including exchanging it for a different unit, returning for credit on account, or returning for a refund.
For exchanges, you are only responsible for the return shipping cost. Pack up the order and your Sales Advisor will either provide return labels or arrange for pickup, depending on the original shipment method. We'll work with you to get a replacement order set up to get you what you're looking for!
For credit on account, you are only responsible for the return shipping cost. Pack up the order and your Sales Advisor will either provide return labels or arrange for pickup, depending on the original shipment method.
If you're returning a product for a refund, you are not responsible for any restocking fees! You will be responsible for the amount Kraft Music paid to ship it to you and the return shipping cost. This total amount will be deducted from your refund. Pack up the order and your Sales Advisor will either provide return labels or arrange for pickup, depending on the original shipment method.
For refunds and credit on account, our returns team will check in and inspect your order as soon as it hits our dock. Once they are done, Order Processing issues the refund or the credit!

Are There Any Non-Returnable Items?

We do our best to take care of all our customers who would like to return an item, but there are a few items we cannot take returns on. If you'd like to return one of these items, contact a Sales Advisor at [email protected] or 800-783-3368 and we'll talk about your options.

Special Order items*
Headphones/Microphones or any other product where hygiene is a concern
Software
Books/Videos/CDs/DVDs
Used Items
Opened guitar strings or polish
Used Drum Sticks

*Special Order Items are only eligible for return if the product is damaged in transit or confirmed defective with the manufacturer