Ordering & Shipping
Buying a fine instrument is different from buying an everyday product, and we believe the experience should reflect that. Whether you're purchasing online, over the phone, or from across the world, we're here to make the process straightforward, transparent, and personal.
Ordering
Many of our products can be purchased directly through our website, while some instruments are available by inquiry only. For exceptional vintage, rare, or high-value instruments, we prefer to speak with customers personally so we can answer questions, provide additional photos, audio or video demonstrations, and ensure the instrument is the right fit before it leaves our shop.
We accept payment by Visa, MasterCard, bank wire transfer, eTransfer, and cash. Credit card purchases are subject to transaction limits, and for security reasons, orders paid by credit card must ship to the billing address associated with the card. If you require shipment to an alternate address, we're happy to discuss other payment options.
Shipping
We ship instruments worldwide using trusted carriers including DHL Express and Canada Post. Within Canada, we also use select domestic couriers. To minimize the amount of time instruments spend sitting in warehouses over weekends, we generally schedule instrument shipments early in the week whenever possible. Shipping times are not guaranteed.
Every shipment is professionally packed and fully insured while in transit to help ensure it arrives safely. Responsibility for the shipment transfers to the customer upon confirmed delivery. Because shipping insurance requires all instruments to travel in a hard or semi-hard case, we will provide a properly fitting case at your expense if one is not included with your purchase. If your shipment arrives with any signs of damage, please document it and contact Folkway immediately so we can assist you.
Amplifiers require additional time, care and materials to ensure they arrive safely. As a result, a handling fee of$50–$100 will be added to all amplifier shipments. This fee is separate from our published shipping rates. Pleasenote that we are unable to ship large amplifiers.
During periods of extreme winter weather, we may temporarily delay shipping certain instruments to protect them from cold-related damage. If a shipment is affected, we'll keep you informed and send it as soon as conditions safely allow.
International Shipping & Customs
We regularly ship instruments around the world.
Customers outside Canada and the United States are responsible for any duties, taxes, brokerage fees, or import charges, and are encouraged to familiarize themselves with potential import costs prior to purchase.
To comply with customs regulations, we always declare the full purchase value on shipping documentation and cannot undervalue shipments.
Shipping to the United States
For most instrument shipments to the United States sent by express courier, customs brokerage is included in our shipping rates. This does not apply to Canada Post / USPS shipments or to merchandise other than instruments.Instruments manufactured in Canada, the United States, or Mexico generally qualify for duty-free entry, while products manufactured elsewhere may be subject to duties, brokerage fees, or taxes upon import.
Most shipments to the United States are straightforward and require no additional action from the customer. In some cases, however, additional customs documentation or importer identity verification may be requested by DHL to complete the customs entry. These requirements are established by U.S. Customs, are outside of our control, and may change without notice.
For more information and recommendations, please review our full Shipping Policy or contact us directly. We're always happy to help.
CITES
Some vintage and modern instruments contain materials regulated under CITES (the Convention on International Trade in Endangered Species), such as Brazilian rosewood, ivory, or certain other exotic woods.
When required, we obtain all necessary Canadian CITES export permits on your behalf and guide customers through any import permit requirements for their destination country. The Canadian permitting process typically takes between two and six weeks, depending on the destination and applicable regulations. A modest permitting fee applies.
Permits are NOT required for shipments within Canada.
Please note that CITES-regulated instruments shipped internationally are considered final sale.
Our Commitment
Every instrument we sell is carefully inspected, professionally set up, and accurately described before it is offered for sale. Unless otherwise noted, any necessary repairs or restoration have already been completed.
If you'd like additional information before purchasing, we're always happy to provide detailed photographs, audio samples, videos, or answer questions by phone or email. Our goal is simple: we want you to know exactly what you're buying before it arrives.
Used instruments sold by Folkway Music include a 30-day warranty (excluding consignment, "As-Is" instruments, and amplifiers). New instruments include a 90-day Folkway warranty in addition to the manufacturer's warranty.
Returns
Shipped instruments include a 48-hour approval period beginning when the instrument is delivered. If you decide the instrument isn't right for you, simply notify us within that period and return it, fully insured, at your expense.
Refunds are issued less the original shipping charges, a 5% restocking fee, and any applicable credit card processing fees. Returned instruments must be in the same condition in which they were received.
Please note that discounted items, custom or special-order products, amplifiers, and international CITES shipments are final sale.
Policy
Full details on our policies can be found here:
Warranty, Return and Shipping Policy
Packaging Instructions
Are you planning to ship a guitar or amplifier? We’ re happy to share our step-by-step packaging instructions to help minimize your risk of damage. While the risk can never be eliminated entirely, doing all of this should help ensure that even the most careless shipping company employee will have a hard time breaking the instrument!
Packaging Instructions page or download printable .PDF versions using the links below.