Frequently Asked Questions
Check most frequently asked questions here
Order & Shipping
What shipping methods do you offer?
We primarily offer two types of shipping to ensure your orders arrive safely and efficiently:
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Expedited Shipping (FedEx): Provides fast, 5~8 days, reliable delivery to almost every country and region worldwide.
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Standard Shipping: 10~15 days. A cost-effective solution available for over 60 specific countries and regions.
Which countries do you ship to via Standard Shipping?
Standard Shipping is currently available for the following 60+ destinations:
| Region | Countries |
| North America | United States, Canada, Mexico |
| Europe | United Kingdom, France, Germany, Italy, Spain, Netherlands, Belgium, Austria, Sweden, Poland, Ireland, Greece, Bulgaria, Portugal, Hungary, Slovakia, Czech Republic, Romania, Finland, Denmark, Norway, Switzerland, Estonia, Latvia, Lithuania, Croatia, Slovenia, Luxembourg, Malta |
| Asia & Oceania | Japan, South Korea, Singapore, Malaysia, Thailand, Vietnam, Philippines, Pakistan, Australia, New Zealand |
| Middle East | Israel, Turkey, United Arab Emirates (UAE), Kuwait, Qatar, Bahrain, Jordan, Lebanon |
| Africa | South Africa, Nigeria, Ghana, Uganda, Kenya, Tanzania, Rwanda, Angola, Egypt, Morocco |
| South America | Brazil, Chile, Colombia, Ecuador, Peru |
If my order is split into multiple packages, will I need to pay extra for shipping?
No. If the order is split into multiple packages due to our reasons (such as some items being out of stock, packaging issues, etc.), you will not need to pay any additional fees; we will cover all extra shipping costs.
The website shows the item is in stock, but I'm told it's out of stock after placing my order. What should I do?
In the rare cases where this is due to a delay in inventory synchronization, we will notify you as soon as possible. You can choose to: A) Wait for restocking (we will inform you of the estimated time); B) Exchange for another product of equal value; C) Cancel the item and receive a refund.
How long will it take to receive my package?
This depends on your country and the shipping method you choose:
Standard Shipping: 10-15 days for most areas (such as North America, Europe, and Australia). 20-25 days for some more distant areas (such as Africa and South America). Peak seasons such as Christmas may extend the delivery time by a few days.
FedEx Express: 5-10 days for most areas worldwide.
Please note that customs inspections, holidays, etc., may cause additional delays.
How do I track my package?
After shipment, we will provide a tracking number for each package. You can track your package using the dedicated link on our website:
Can I modify or cancel my order after placing it?
Yes. If your order status is still "Confirmed" (meaning we haven't shipped it yet), please contact us immediately to modify or cancel it. Once the status changes to "On its way," we will be unable to intercept the package, and you will need to follow our return and exchange policy for processing.
How are shipping costs calculated?
Shipping costs are calculated in real time based on your order weight, destination, and the shipping method you choose. You can see the exact amount on the shopping cart page before checkout.
If an item is too large or has a unique shape and needs to be shipped separately, the final shipping cost may differ from what is displayed on the website. In this case, we will contact you to confirm.
Do I need to pay customs duties?
This may be necessary. As the recipient, you are responsible for paying all import duties and taxes that may arise in the destination country. These fees are collected by local customs and are beyond our control. Please read our dedicated article for more details:
My country is not on the list. Can I still place an order?
Yes! While Standard Shipping is limited to the countries listed above, our FedEx service covers nearly the entire globe. If you do not see your country at checkout, please contact our support team for a custom shipping quote.
Return & Refund
What is "Easy Refund"? How is the refund amount calculated?
If you do not wish to have a replacement sent, we can process a refund for you without requiring a return.
1. You will receive a full refund for the problematic product.
2. In addition, we will also refund a proportionate amount of the original shipping cost.
Simply, you will get back "the product price + the product share of the shipping cost".
What is "free replacement"?
If we confirm that the product has a quality issue, we will send you a new of the same model free of charge. You do not need to return the old product, nor will you need to pay any additional fees.
After-Sales Service and Warranty
What is the warranty period? What exactly does it cover?
We offer a three-year warranty on all products, covering defects in materials or workmanship. This does not include damage caused by human error, improper installation, or normal wear and tear. Please refer to our warranty policy page for detailed terms.
What should I do if there's a quality issue with the product? Do I need to send the defective one back?
Usually not! Please check out our incredibly simple "Warranty Policy." The basic process is: 1) Email us your order number and the problem; 2) After we confirm, you can choose to receive a free replacement or a refund (including shared shipping costs). We aim to help you resolve your problems with zero hassle.
Company and Services
Is Musiclily a brand owner or a distributor?
We are both a brand owner and an authorized distributor. We own our own Musiclily brand products and are also an authorized reseller of genuine products from many well-known brands (such as CTS, Switchcraft, Wilkinson, etc.). All products are brand new and authentic, and come with the original manufacturer's warranty.
How can I contact you? Are you quick to respond?
You can contact us via the inbox on our website, the contact form, or by emailing info@musiclily.com. Our working hours are Monday to Friday, 9:00 AM to 6:00 PM.
Bulk Purchase
Do you offer wholesale or bulk order discounts for businesses?
Yes, absolutely! We offer special pricing through our Musiclily Dealer Program, designed specifically for businesses like retail stores, repair shops, luthiers, and resellers.
As an authorized dealer, you'll benefit from: Automated wholesale pricing, Exclusive offers, Flexible shipping options and Custom solutions.
How to get the dealer account?
If you're a business customer, the quickest way to get pricing and place orders is to apply for a dealer account directly through our official program:
🔗 Apply here: https://musiclily.com/pages/join-the-musiclily-dealer-program
After a quick review, you'll get access to the dealer portal where all discounts are automatically applied at checkout.
For any questions about the program, you can also email our wholesale team at: info@musiclily.com
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