Customer Service

Our mission at The Long Island Violin Shop is helping musicians -whether student, teacher, or professional- to flourish. Our policies reflect our desire to provide you with excellent value in goods as well as professional service that is unfailingly courteous, knowledgeable, prompt, and fair with quick resolutions to problems. We zealously guard our reputation for excellent service and believe in an ongoing relationship of support for our clients and their music making.

Please be aware that all policies are subject to change without notice and any exceptions to these policies are at the sole discretion of The Long Island Violin Shop.

Privacy & Security

We zealously guard your privacy and personal information as if it were out own. We conform to the highest standards of technological security to ensure that your confidential personal and payment information is kept secret and secure; the our website and e-store are protected by Digicert SSL Certificates with the strongest 2048-Bit and SHA-2 encryption available. Also, we are fully compliant with Payment Card Industry [PCI] data security standards and all credit cards are processed through Payment Processing Incorporated, the industry leader for reliable and secure electronic payments.

Your email address is not shared and is securely stored in our customer records. Email and other contact information is used only for contacting you regarding your purchase, sending you tracking information, or emailing you our monthly newsletter, Virtual Violins, if you choose to receive it. You may view our full Privacy Statement here.

Online Orders

You may place an order at any time - simply add your items to the shopping cart, enter any coupon codes that you'd like to use, and check out. You'll be given the option to login or create an account to improve your shopping experience with us; you can also go straight to checkout to enter your billing and shipping information.

Our shopping cart uses a UPS Real Time Shipping Calculator to estimate the approximate shipping cost for your order based on the shipping method that you select, the shipping information that you provide, and the dimensions of the items in your cart. We ship primarily via UPS, but we reserve the right to use any carrier of our choice. If there is a significant discrepancy between your quoted cost and the actual shipping cost, one of our staff will members will contact you before we ship. In most cases you'll notice a small difference in your favor.

We process online orders Tuesday - Saturday, 10am - 5pm. After placing an order, please allow us 1-2 business days for processing. If an item is out of stock or back-ordered, we will contact you to let you know when we expect to receive it. Your credit/debit card will not be charged until we've verified your shipping quote and confirmed that your all of your items are in stock.

Terms of Sale

For online orders, we accept Visa, MasterCard, American Express, Discover, and PayPal. For all orders placed outside of the United States we can only accept PayPal (or a wire transfer in some cases - please contact us for details).

At our retail store we accept cash, major credit card, money order, and checks (a government issued ID may be required).

Our Guarantee

We guarantee your satisfaction and the authenticity of everything we sell.

For 12 months after you purchase one of our instruments we offer free service for any necessary repairs and setup adjustments, such as open seams and bridges that need to be lowered. This excludes normal wear such as string breakage & bow rehairs, or damage incurred subsequent to purchase, or problems caused or exacerbated by the work of other shops.

We guarantee restorations completed at the Long Island Violin Shop for the original purchaser against any defects in materials and workmanship for five years.

If you are not completely satisfied with any merchandise you receive, please contact us for an exchange or store credit.

Special Orders

We want to fulfill every musician's dreams, but unfortunately we can't stock everything! If you want a special item we do not stock, we can order it for you at competitive pricing. Our relationships with makers and suppliers allow us to speed the order and delivery process while we serve as your agents to ensure everything is just the way you want it.

For most special orders we require a 50% non-refundable deposit. Before placing the order we will verify every detail including delivery time and price. After special orders have been placed they are final and not refundable. Special orders must be executed by our retail location. Please call us to arrange any special needs.

Troubleshooting and Complaints

We always aim to be perfect, but we are only human. Please do not be hesitate to comment, critique, or complain! We welcome any opportunity to prove our commitment to our customers, and hope you will let us know if you were not delighted. If you have a complaint or any problem with one of our products or services, or feel you were not treated properly by a staff member, please contact us for immediate attention. If one of our products is giving you trouble, please call us immediately so we can do what it takes to fix the problem.

If you have an issue with our website, please contact our webmaster Craig@LIViolinShop.com

If you have an issue with one of our customer service representatives, please contact Music@LIViolinShop.com

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