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Shipping and Delivery Shipping and Delivery

General Questions  -  Shipping and Delivery Questions  -  Dirt Cheep’s Core Values

 


 

 

Shipping and Delivery Questions

  1. How long will it be before I receive my order?
  2. Why does expedited shipping cost about the same for small items and heavy items?
  3. Do you ship to addresses outside of the United States?
  4. Do you ship to PO Boxes or Military APO/FPO addresses?
  5. What do you charge for standard shipping an order?
  6. How can I track my order?
  7. I just received an email with my tracking number and the number shows that there is no information available. What do I do now?
  8. What are the shipping charges for returning an item?
  9. Oh no! My order arrived damaged or incomplete. What do I do?
  10. You split my order into two shipments. Why?
  11. Do you make efforts to reduce your “carbon footprint” when you ship? 
  12. Do you offer In Store Pickup for orders?

 

 



 

1. Q: How long will it be before I receive my order?

A: For standard shipping, you should receive your order within 4-8 business days. Some items from the Dean and Luna brands take extra time because our warehouse personnel Quality Check each item before shipping, slowing the shipping process but improving what you receive.

A Dirt Cheep Crew Member will email you within 24 hours to advise you of the expected shipping status of your order.

Please allow additional time for shipments to U.S. Territories, PO Boxes, or Military APO/FPO addresses.

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2. Q: Why is expedited shipping so expensive for small, cheap stuff?

A: The issue is the box, not what’s inside it. We ship via both UPS and FedEx for most packages, and both of those companies calculate shipping using Dimensional Weight rather than Actual Weight. They don’t mind the driver having to lift a heavy package, but they do care about how many boxes are in the truck. For this reason it costs just as much to send a 2 pound, 8x8x8 box as it does a 15 pound 8x8x8 box. But, it costs MORE to send a 2 pound 16x16x16 box than it does a 15 pound 8x8x8 package. It’s the size of the box, not the weight or number of items inside. By the way, we don’t charge handling fees at all.

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3. Q: Do you ship to addresses outside of the United States ?

A: Yes! We’re happy to do business with international customers, and our eBay Store thrives from selling items all over the world. However, this site is currently unable to process international orders. It’s complicated, and we prefer to keep it simple.

If you are an international customer and interested in an item, please Email Us with your shipping address so that we can generate a PayPal invoice for you, complete with correct shipping information. Currently we do not accept international credit cards as a form of payment, unless it is a foreign card issued from a U.S. bank.

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4. Q: Do you ship to PO Boxes or Military APO/FPO addresses?

A: Yes, we ship to both PO Boxes and Military APO/FPO addresses. Expedited shipping is not available to these addresses, even though the cart may allow you to select it (your card won’t be charged). This is because currently we can only use USPS as a carrier to these types of addresses. Please allow additional time for orders shipped APO/FPO.

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5. Q: What do you charge for standard shipping on an order?

A: Most orders over $99, shipped to a destination within the United States, or to Military APO/FPO addresses, are shipped free of charge. This standard shipping will be by UPS or FedEx Ground unless we are shipping to a military address or a PO Box, where USPS is the only option. Expedited orders are shipped at the actual shipping cost. We do not charge handling fees.  Some packages or large items may not qualify for free shipping (e.g. larger recording packages, drum sets, upright basses, etc).  This items are available for Free In-store Pick Up.

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6. Q: How can I track my order?

A: Once an order has shipped we will send you an email with the tracking number. Just copy and paste the tracking number into the UPS, FedEx or USPS website, depending on who shipped your package:

UPS.com

FedEx.com

USPS.com

 

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7. Q: I just received an email with my tracking number and the number shows that there is no information available. What do I do now?

A: UPS, FedEx, and USPS pick up packages from our store and warehouses each evening, and tracking numbers do not display information until they are physically scanned at their respective sorting facilities. If your tracking number does not display information when you enter it into the carrier’s website, or if the message reads “Billing information received,” this means that the package has not been scanned at the sorting facility yet. If this occurs, please check back the following business day and the information will be available.

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8. Q: What are the shipping charges for returning an item?

A: Order errors and items received defective will be returned to us using a prepaid shipping label. We do not refund return shipping charges unless we made an error in filling your order, or your item arrived damaged or defective. In other words, if you simply don’t want what you bought, it is your responsibility to return the item to us for a refund or exchange. Real talk: We believe in open and honest relationships, and a customer's change of mind is not our responsibility to pay for. Shipping charges for voluntary returns depend on who you select to ship the package with. Currently FedEx has the best rates for ground shipping by a traceable method, but for some very small items a USPS Priority flat rate box may be the best price.

Read our detailed Return Policy

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**  Please note that if an item is shipped to you under the "free shipping" promotion and returned for a refund, the shipping charge s for sending the item to you will be deducted from the amount refunded.

 

9. Q: Oh no! My order arrived damaged, defective, or incomplete. What do I do?

A: Oh no is right! This is very rare, but sometimes unfortunate circumstances find us all. Always call us so that we can help you quickly with any situation.

Defective items will be replaced or exchanged promptly, and we will send you a shipping label for the return. If you order appears incomplete, please check your tracking email to see if we split the shipment into two boxes in order to give you better service. Sometimes we ship from multiple locations in order to fill your order as quickly as possible.

Damage is a different story, but we are happy to help you through every step of the process. Every shipment from Dirt Cheep is insured for the full value of the contents (at no cost to you). If the carton appears damaged in any way please inspect the contents and try to notify the driver BEFORE they leave. Drivers are required to note damage and begin the process of a damage claim. Here are the steps to take if you think your purchase was damaged in shipping:

Step One: Immediately contact the carrier that delivered your item to alert them of the situation. Have your tracking number handy.

UPS: 1-800-PICK-UPS

FedEx: 1-800-GO-FEDEX

USPS: 1-800-ASK-USPS

 

Step Two: Immediately contact Dirt Cheep Customer Support  to report the situation. Details including package condition, how it was received (left at front door, signed for), and description of the nature of the damage are very helpful.

Step Three: DO NOT discard any of the shipping boxes or packing materials. The carrier will want to inspect these materials as part of the claim.

Step Four : DO NOT discard the product itself. (It may be necessary for the carrier that delivered the item to return to do an inspection report on the damage). This may seem obvious, but… well, people do odd things in times of frustration.

Step Five: DO NOT simply ship the item back to Dirt Cheep Music without first being instructed to do so. Taking this action will result in a denial of a Damaged Item Claim per shipping carrier’s claims guidelines, and may eliminate your reimbursement.

Step Six : Wait patiently with us. We want every transaction to be perfect, and for you to be thrilled with what you bought. When shipping damage occurs it makes everybody feel frustrated, and we appreciate your patience and understanding. The shipping carrier has a process to go through that includes inspection, possible pickup and return to us, and the issuance of insurance claim funds. Once we receive confirmation from the carrier that they will pay for the damage we will issue a replacement item or refund to you immediately, regardless of the time it will take for the money to arrive from that carrier. Please note that a damage insurance claim can take up to 30 days to fully resolve, and while we wish we had a way to speed up the process, we do appreciate your understanding and patience. We’ll be available to answer questions at every step!

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10. Q: You split my order into two shipments. Why?

A: In order to fill orders as quickly as possible, there are times when we ship your order in multiple containers from different locations. In this case we will email you the tracking numbers for both packages, though both boxes may not arrive to you on the same day.

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11. Q: Do you make efforts to reduce your carbon footprint when you ship?

A: Yep. We could do a lot more though.  We reuse incoming shipping boxes and packing materials whenever possible, so you may notice that the box you receive will not look smooth and new, and may have residual stickers on it from a previous shipment. We do not believe in throwing anything away that can be used again. We even save physically broken guitars and horns for local artists to use for sculpture!

Dirt Cheep is also proud to to reuse shipping boxes through a partnership with Hanser Holdings, a major warehouse that we ship from in Ohio. If we ship your order from their warehouse then you may see a recycled sticker on your box, reminding you that Dirt Cheep is making efforts to reduce our “carbon footprint” every time we ship.

Please feel free to send us your ideas about how we can reuse and recycle...we're all ears.

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12. Q: Do you offer In Store Pickup for web orders?

A: Yes! If you select In Store Pickup as you shipping method at checkout we will schedule your order to be delivered to our Smyrna Store with the next stock shipment. Expedited shipping is not available through In Store Pickup. We offer this service as a courtesy to meet your specific needs, and we keep the most popular items in stock at our store, ready for pickup. After your order is processed we will send you an email with the expected date of pickup availability, and then a second email when the item is ready to pick up. We do require that you present a state issued ID and the credit card used to pay when picking up your order.  If PayPal was used, please bring your PayPal receipt with you.  We appreciate our local customers!

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