Policies
Shipping & Returns
Instruments are fragile, heavy and often one of a kind. Here's how makers on Resonatta get them to you, and what happens if something isn't right.
Processing time
In-stock instruments ship in 1–3 business days. Made-to-order builds list their own lead time on the listing, typically 2–6 weeks.
Where we ship
Domestic US shipping on every listing. Most makers also ship internationally; duties and import fees are the buyer's responsibility.
Returns
Arranged directly with the maker — there is no fixed window. Refunds, full or partial, are issued by the seller or by Resonatta. Custom builds and hygiene items like mouthpieces are usually final sale.
Damage in transit
Photograph the box and instrument and open a claim in your inbox within 48 hours. We'll coordinate a replacement or refund with the maker.
How shipping is priced
There is no platform-wide rate card. Every maker sets their own shipping on each listing, so the exact cost — and the delivery estimate — is shown on the listing and again at checkout before you pay.
Flat rate
The maker sets one price for the first item and a smaller add-on rate for each extra item from the same shop. Some makers set this to $0 and ship free.
Calculated rate
Priced live from the parcel's weight and dimensions and the distance between the maker's postcode and your delivery address.
Local pickup
No shipping charge — you arrange collection with the maker after ordering.
International
Only offered where the maker has enabled it, at their own international rate. Duties and import fees are paid by the buyer on arrival.
Buying from more than one maker in a single order? Each shop ships separately, with its own shipping charge and its own tracking — the breakdown appears per maker in your cart.
Starting a return
Open Order history, choose the order and message the maker about sending it back. Refunds — full or partial — are issued by the seller, or by the Resonatta team, straight to your original payment method. When an order is cancelled or fully refunded the instrument goes back on sale.
If you and the maker can't agree, our Dispute Resolution Policy sets out how claims are escalated and decided.