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Shipping & Return Instructions
Please note that we ship only to U.S. addresses.
Please contact our shop to have your merchandise return approved and to receive a return authorization number. Please include the invoice number, and credit card number used if credit is due.
All repair(s) must be pre-scheduled before mailing merchandise to our repair shop. Please inform us of any time constraints for repairs.
Please use USPS, UPS or Federal Express to ship your package to our shop.
All incoming rental exchanges and trade-in instruments must be received no later than 4 weeks from when we process the transaction. If it is not returned by this date, additional rent, fees and/or late charges will apply. These additional charges do not apply toward rental credit accumulation or trade in credit amount.
Please see additional packing and shipping information on the other side of the card to ensure damage-free delivery to The Potter Violin Company.
If damage does occur: keep the original shipping box, all packing materials received, and call The Potter Violin Company immediately.
Please Do Not Ship The Damaged Package Back to Us
After we have notified USPS, UPS or FedEx of the damaged package, an inspector will contact you to schedule an appointment to inspect the item.
Place soft foam or tissue in front of and behind the bridge for support. (Please do not put foam on top of the bridge. The instrument may crack if there is too much pressure on the bridge.) You may insert soft foam or tissue between the center strings on both sides of the bridge as shown below.
For Violas/Violins or Cellos shipped in hard cases please use soft foam or a soft cloth to fill in any gaps between the instrument and the sides of the case to prevent any kind of movement.
Before packing a cello for shipment to us, we request that you loosen the strings on the instrument sufficiently to allow removal of the bridge. Please place a soft material such as foam underneath the tailpiece, in order to prevent it from scratching the top of the cello during shipment. The bridge can be wrapped separately and placed in a secure spot inside the case. The instrument should then be put into the case, which must be shipped in a box filled with good quality packing material. If you have received a cello from us, please use the packing material, such as the grey bags, which you originally found in the box for return shipments.