Ordering

Q. How do I order?
Do I have to order via the internet?

A. We certainly encourage you to order from our website whenever possible; orders from the website help us keep our prices low due to decreased labor cost. However, we understand that sometimes ordering from the website is not possible, so we do have several options available to you. There are three ways to order:

Ordering Method No. 1: Via the Website

Ordering Method No. 2:
at 540-772-3207 (9am-4pm ET, M-F)

Ordering Method No. 3:
Fax your order to 540-772-3208.

Q. Are your ordering pages secure? Can I send you my credit card info in confidence?

A. Shopping security at SteelDrumExpress.com is absolutely 100% guaranteed. We understand that shopping online can feel risky and uncertain at times. Where does your information go? How can you be sure that someone out there with a computer can’t intercept your credit card numbers? Your credit card security is our highest priority, SteelDrumExpress.com has taken several steps to ensure that your payment information is processed confidentially and accurately.

SteelDrumExpress.com servers use Secure Sockets Layer (SSL), an advanced encryption technology that works with Netscape Navigator (versions 2.0 and above), Microsoft Internet Explorer (version 3.0 and above), and AOL (AOL 3.0 and above). This encryption makes it absolutely impossible for unauthorized parties to read any information that you send us.

So, there’s no risk! In fact, shopping online at SteelDrumExpress.com is statistically safer than using your credit card at a restaurant or department store. We trust you’ll find yourself appreciating the fun and convenience of shopping at home.

If you have questions regarding our credit card security policies, please contact us.

Q. What about backorders? What happens if I have backordered items in my order?

A. We attempt to keep as complete and well-rounded inventory as possible. However, backorders occur from time to time despite our best efforts. The products of some manufacturers are particularly popular -- these manufacturers sometimes experience considerable delays in providing us with product to sell to you. Therefore, we make no claims or guarantees about availability by posting products for sale on SteelDrumExpress.com. Please review these policies about backorders:

1. If some of the items in your order are backordered, but other items are in stock, we hold the in-stock items until all backordered items arrive and ship all items together. One shipment saves you money, as the shipping courier charges each time they deliver. We will ship items separately only if you request it -- if you request separate shipping you will be charged for shipping for each shipment.
2. We will inform you via email of backorders as soon as possible after the date of your order. We will estimate the arrival time of the backordered items, but please note that the estimate is not a guarantee of delivery time. The estimate is based on those suppliers’ history of delivering like items. Additional delays can and do occur.
3. If your order includes backordered items and you requested premium shipping (such as UPS 3 Day Select, 2nd Day Air or Next Day Air), we will ship to you using that shipping service unless you request otherwise.

Q. I’m outside the United States. Can I order from your website?

A. Sorry, SteelDrumExpress.com serves the US only. For international customers, check out our sister website, Mouthpiece Express.com.

Payment

Q. What forms of payment can I use?

A. We accept the following forms of payment:

• Visa
• Mastercard
• Discover
• American Express
• PayPal
• Purchase Orders from schools and government (US only)

More info for PayPal customers

1. We must receive your cleared payment notification from PayPal before we ship. If you are ordering special order items, we must receive your payment before we order those items.
2. We accept Paypal payments from “Verified” Paypal accounts only. To verify your PayPal account, go to Paypal.com and follow Paypal’s instructions to verify your account.
3. If your Paypal account is not verified and we receive a Paypal payment from you, we will cancel your order and return your payment. You may reinstate your order by verifying your Paypal account and then you may resubmit your payment.

More info about Purchase Orders

We accept purchase orders from schools and approved institutions ONLY. If you are ordering by purchase order, fax your P.O. to 540-772-3208. Please include complete order information, including items, quantities and full contact/shipping information, including your phone number and email address.

Payment Types Not Accepted

• Certified Checks
• Cash
• C.O.D.

Q. I don’t have a credit card--how can I order from you?

A. We recommend PayPal to those who prefer not to use a credit card.

If you’re not familiar with PayPal, they allow you to set up an account with your email address that allows you to send and receive money. The great thing about PayPal is that you don’t need a credit card to use their services, and it’s free! Visit PayPal.com for further details.

Please note that we accept Paypal payments from “verified” Paypal accounts only. Again, details are available on the PayPal.com website.

When you have your PayPal account setup, place your order with us via our website, and select PayPal as the method of payment. Then go to the PayPal site and follow their directions to send your payment to us via this email address: <sales@steeldrumexpress.com>. PayPal will notify us of your payment, and that’s it! We’ll process your order!

If you have further questions about how to use PayPal to pay for your order, contact us.

Q. When do you charge my credit card?

A. For orders of stock items, we charge your credit card at the time we ship your order. For orders that are non-cancellable, we charge those orders at the time the order is placed. This includes custom paints, custom drum patterns, and special orders.

Shipping and Returns

Q. What is your trial/return policy?

A. Read complete details about our Return and Trial Policy...

Q. What do I do if there’s damage during shipping?

A. Your merchandise was checked and confirmed perfect at the time of shipment. If there was any damage during shipping, contact us IMMEDIATELY! Click here to contact us.

IMPORTANT! You MUST save all packing materials for examination by the shipper. We will be unable to issue you a refund or exchange for damaged merchandise if you do not follow these instructions.

Q. How soon do you ship after I place my order?

A. We ship Monday-Friday. We do our best to ship as many orders as possible every day, but we do not guarantee same day shipment. If time is a factor, order as early in the day as possible, or call us at 540-772-3207 if you have specific questions or concerns.

Q. Can you tell me how much shipping costs?

A. Our system automatically calculates shipping fees based on your address, so we cannot send you that information. Here’s how to find out the shipping fee for items without actually ordering:

1. Go to our website and add the items you wish to order to your “shopping cart” on our website.
2. Click the “Checkout” button.
3. On the “Welcome, please sign in” page, click the “Checkout” button in the box that says “Proceed Directly to Checkout.”
4. On the next page, type your address and click the “Continue” button. On the next page, you will see the shipping fees.
5. To cancel without checking out, just click on “Cart Contents” in the upper right of the screen, then click all of the “check boxes” under “Remove” and then click the “Update Cart” button.

Miscellaneous

Q. I’m an AOL user, and I have trouble using your site. What gives?

A. AOL built-in browser is not as robust as other browsers, such as Microsoft Internet Explorer, Netscape, or Mozilla Firefox. The good news is, you can use any browser you want with AOL. So, you can download Internet Explorer or Firefox for free, install it, log on to AOL, start up your new browser, and surf away!

Q. I sent you a message but didn’t receive a reply. What’s up?

A. We do our best to answer every email. Like many folks, you may be using a spam filter to delete junk email. Some spam filters think any email address starting with “sales” is spam. You might wish to check your junk mail folder. Or, just add “store@steeldrumexpress.com” to your address book so that your email program always sees our emails as “real.”

Please note: We have seen this problem particularly with AOL users.

Q. Do you have a print catalog you can send me?

A. We decided to publish our entire catalog ONLY on our website, for two important reasons: 1) we can hold expenses down (and pass the savings on to you), and 2) so that we can keep our prices and product lines current and update the catalog instantly whenever we want. A print catalog is usually obsolete before its even mailed.

Q. Can my school get educational pricing on new instruments or large orders of accessories?

A. Yes! Contact us for further details.

Q. Is my vital data safe with you? What’s your privacy policy?

A. You can send your vital information to us in confidence, because our ordering pages are hosted on secure servers that encrypt your data during transmission.

Privacy is certainly an issue for anyone using the internet these days. We’re concerned, too, because we’re internet users, just like you. Here’s our privacy policy:

We never distribute your personal information to any outside parties. Never ever. We do have an opt-in email list through which we may occasionally send you newsletters and special information via e-mail, but we promise not to spam you. If you’d prefer not to receive newsletters from us, simply notify us, and we’ll remove you from our mailing list, no questions asked.

Q. Who are you guys, anyway? Where are you located?

A. We are a division of Star City Music We are located in Roanoke VA. Here is our address and phone number: