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Shipping Policy

We strive to deliver the best customer experience worldwide.We ship orders globally while maintaining a high level of responsiveness. Our professional packing team ensures all instruments leave our workshop with reinforced protective packaging to arrive in pristine condition.

**Important Notice:  
1. Shipments to APO/FPO military addresses, Amazon warehouse addresses, or P.O. Box addresses are strictly prohibited.  
2. Orders attempting delivery to prohibited addresses will be automatically canceled without prior notice.  
3. For address verification or exceptions, contact support@deviolin.com before placing your order. 

Shipping Costs

We ship orders globally. Shipping costs are determined by your location and available delivery methods to your destination. In most cases, we provide multiple shipping options with varying delivery timelines and price points (e.g., expedited shipping may incur higher costs, while standard options could be more economical). You may select the option that best aligns with your specific needs and budget considerations.

Depending on actual supply conditions, shipments may originate from multiple locations.

For inquiries regarding shipping costs, logistics strategies, or any transportation-related matters, please promptly contact our customer service team at support@deviolin.com to discuss tailored solutions.

Order Processing Timeline

Upon receiving your order confirmation, we will promptly process your order and add it to the pending shipment queue. Prior to dispatch, we perform essential procedures including product inspection (mandatory for every item), packaging, and consolidation. The processing timelines for each product category are as follows:
  • Accessories: 1-2 business days
  • Instruments: 2-4 business days
  • Custom items: Timeline determined during consultation and confirmed before production.

Note:

  • Time zone differences may delay processing by 1+ business day.
  • Extended delays may occur during sales, promotions, or holidays. Rest assured, your order remains a top priority.
  • You’ll receive tracking details once your order ships.

Delivery Estimates

Once shipped, most orders arrive within 3-15 business days, depending on shipping method and location. Track your package 24/7 using the carrier’s official website.

Order Modifications/Cancellations

To cancel or modify an order immediately after placement, contact us ASAP at support@deviolin.com.

Missing Packages

While rare, if your package hasn’t arrived:

  1. Contact support@deviolin.com.
  2. We’ll initiate tracing and file a claim with the carrier.
    Disclaimer: We cannot assume responsibility for packages marked "delivered" by carriers.

Damaged Items

All items undergo rigorous pre-shipment inspections. In the unlikely event of damage:

  1. Email support@deviolin.com with clear photos of:
    ● Damage details (front/back/sides)
    ● Internal packaging
    ● Outer box condition
    ● Shipping label
  2. We’ll arrange replacements/refunds promptly.

Shipping Damage Protocol

Despite our meticulous packaging, carriers may mishandle parcels. Critical advice:

  • Photograph/video the unopened package immediately upon receipt.
  • If damage is found:
    1. Email support@deviolin.com with order number and the above-listed photos.
    2. We’ll resolve the issue efficiently.