ONLINE SHIPPING, RETURNS & EXCHANGE POLICY

Shipping

• When Economy is selected most packages will be shipped via USPS.
• When Ground shipping is selected most packages will ship Fed Ex Ground.
• Since we are on the East Coast, customers on the West Coast may be best served by 2^nd Day Service.
• All pricing is net FOB Charlotte, NC.
• We do not ship COD.
• Customers are responsible for any customs and duty fees incurred.

Ordering

• We accept orders via our online store or by phone, fax or email.
• We gladly sell to school system repair shops with a valid written purchase order.

Payment

• We gladly accept VISA, MasterCard, American Express and Discover cards. This includes debit, corporate, and government cards. Cards are charged at the time of order.
• We accept PayPal on our site.

International Orders

• Customers are responsible for any customs and duty fees incurred.

Quantity and Dealer Pricing

• Some items we sell are available at a discount allowing for resale by licensed music stores and repair shops. Dealer pricing can be viewed by logging in with the password linked to your account.
• We require a copy of a valid business license in order to be eligible for dealer pricing. Please email this to us with a request for a dealer account.
• Most supply items are priced individually. Some items including pads may have substantial discounts available when buying in quantities.
• Tools are typically priced at net without any dealer discount. Exceptions may occur in items that are intended for possible resale, e.g. spring hooks.

Net 30

• Open account customers agree to pay each invoice within 30 days of the invoice date. Invoices not paid on time will incur a finance charge of 1-½% per month (18% annual) plus any collection fees. Open account customers that abuse this privilege will be restored to COD status without notification.
• The returned check charge is $25.00.
• We are not applying open account status for new clients.  If you have been a net 30 customer, you should be able to order with this payment method on the website.  Contact us if there are any difficulties.

Returns

• If you are not fully satisfied with any of our products, you may return the item for a refund of the purchase amount. We will not refund any return until we have received the product. The product must be in original “as sold” condition returned freight prepaid. We must receive the item within 30 days of the invoice date. Refund amount will be for the price paid for the item only and will not include any freight charge. Please contact us to obtain an RA.
• When dealing with natural products such as pads and cork, you must accept or reject the entire order. You may not return only the portion that does not meet your specifications.

Tool Warranties

J.L. Smith brand tools are guaranteed for life against breakage or defects. Just return the defective tool to us and we’ll repair or replace it free of charge.

We do not offer credits or refunds past the return policy window.

If an updated version or comparable product is available, we may elect to send that instead of repairing or replacing the original tool.

If a product has been discontinued and there is no comparable replacement, we will not be able to replace the item, but we may be able to repair it – please contact sales@jlsmithco.com to see if this is possible.

If a non-JLS tool is found to be defective within one year due to manufacturing defects, it will be repaired or replaced at our discretion, at no charge, provided the product is returned to us freight prepaid. This warranty is not extended to items of limited life expectancy such as leak light lamps.

Backorders

We hate backorders too! We do everything we can to eliminate them, but sometimes our efforts may not be enough.

• Backorders will be shipped as soon as the product is available.
• If you do not want any product backordered, please let us know at the time the order is placed.
• Backorders less than $20.00 may be cancelled by us.
• Backorders will be cancelled on international orders.
• Backorders over 90 days will be cancelled unless you have instructed us otherwise.

Conditions

• We are not responsible for carrier delays
• We reserve the right to allocate our products as we think appropriate in the event of limited availability.
• All specifications are subject to change.
• Any invoice discrepancies must be brought to our attention within 10 days of receipt.
• We have made every effort to be accurate and complete in our description of products and their application. We regret any errors and appreciate you calling them to our attention. We do not accept any liability for such mistakes.
• We are required by law to charge CA, NC, and MI sales tax for any items delivered within those states unless we have a valid exemption form on file. Buyer is responsible for any sales and use tax liabilities outside of those jurisdictions.
• Buyer acknowledges that serious injury including death may occur from the improper use or handling of our products. Buyer accepts all liabilities resulting from the storage, use and disposal of any product purchased and is responsible for complying with all applicable laws. Neither J L. Smith nor its employees shall be liable for damages of any kind.
• MSDS information is available for hazardous materials on request.