Return & Shipping

SHIPPING & RETURNS

Our Approach

At oneTone, Each instrument is carefully selected, prepared and sent with intention. Many of our offerings are handmade and sensitive in nature, so we invite a mindful and considered approach to both shipping and returns

Shipping

1. Shipping Overview

Orders are typically processed within 3–4 business days
Some instruments are handmade or shipped directly from artisan partners
Shipping origin may vary depending on the product

2. Shipping Time & Carriers

We ship via UPS, USPS, and DHL.
Estimated delivery times (after dispatch):

USA: 1–5 business days (typical)
International: Varies by destination

Delivery times are estimates and may vary during high-volume periods.

3. International Shipping (Contact Required)

International orders are handled manually to ensure accurate shipping rates and safe delivery.

Online checkout is not available for international shipping
Shipping costs vary by destination, size, and weight
Please contact us before placing an order
We’ll confirm availability, shipping options, and total cost with you directly

📩 Contact us to arrange international shipping

4. Address & Delivery Responsibility

Please ensure your shipping address is accurate at checkout
Once an order is marked delivered by the carrier, responsibility transfers to the recipient
For delivery issues or missing packages marked as delivered, contacting the carrier is usually the best first step

Returns & Exchange

1. 14-Day Resonance Window

If an instrument doesn’t harmonize with your practice, you may request a return or exchange within 14 days of delivery.

Eligible items must be:

Unused and in as-new condition
Free of wear, mallet marks, or skin oils
Complete with original packaging and accessories
Authorized prior to return shipment

2. Return Options

Store Credit (Recommended)

100% of purchase price (excluding shipping)
Ideal for selecting a more suitable instrument

Refund

Refunded to original payment method
15% restocking fee applies
Some partner brands may require a higher fee (confirmed during authorization)

3. Non-Returnable Items

Sale, discounted, or AS-IS items
Custom or special-edition instruments
Instruments used extensively or in professional sessions
Sets with missing, opened, or incomplete components

4. Return Shipping & Fees

Original shipping fees are non-refundable
For free shipping orders, outbound shipping costs are deducted from the refund or credit
Return shipping is the responsibility of the customer
Insured, trackable shipping is strongly recommended
We are not responsible for items lost or damaged in return transit

5. Damaged Arrivals

If your instrument arrives damaged, please notify us within 48 hours of delivery and include: