Packaging
All our orders are checked prior to despatch and individually packaged. Each instrument is bubble wrapped, packed with filler and finally wrapped with cardboard.

On larger bulk orders, instruments may come on a pallet wrapped with cling film and individually boxed.

Shipping
Delivery times may vary based on which product you have ordered standard stock items are typically delivered between 7-14 working days dependant on which international warehouse they are shipped from. Bulk orders can take 4-8 weeks depending on availability, please call our sales team who will be able to give you a more accurate timescale for your order.

We will send an e-mail to let you know your order has been processed and despatched. All Orders must be signed for at the point of delivery.

If there is likely to be any delay with your order, we will notify you by email or phone at the earliest opportunity, this will give you the opportunity to choose an alternative item in stock, change the specific or obtain a refund.

Please Note: You may incur import and tax rates depending on which country you reside and this are the responsibility of you (the receiver) to pay. Failure to pay import and tax rates may result in the item being abandoned.

If you require your items to be delivered on a timed a special delivery, this can be arranged at an additional cost, this is also dependant on postcode and availability.

Please familiarise yourself with our terms and conditions regarding the goods delivery process:

It is essential that someone is at the delivery address to check the products and sign for the delivery.
You must provide us with the fully delivery address including postcode, contact name and phone number at the time of order.
Upon signing for the delivery you are signing to confirm that you received the goods and they are in good condition. If you sign for the goods you are accepting responsibility and liability. We will not accept responsibility if you sign without checking.
At point of order we will ask for a contact telephone number, you may get a call from the delivery company to help organise delivery. If someone is not present when the delivery is attempted it will be re-organised for another time/day.
If you require any notice prior to delivery or have any special requirements you must inform us at time of order to allow us to inform the delivery company.

Returns and Refunds

At Viz-Pro LLC we like all our customers to be 100% satisfied with their purchase however, if for any reason you are not completely satisfied you can return any stock items to us within 7 days for a refund or exchange, less deduction for postage and card charges. The following terms apply:

1) Our returns policy is strictly 7 days.

2) The item(s) must be returned to us in their original as new condition with all of the accessories and packaging. Items that have been used, installed or damaged in any way will invalidate our offer.

2) Refunds are subject to deduction of postage charges and a 2.5% card payment processing charge to cover card charges.

3) Orders cancelled within 24 hours of being placed are subject to a 2.5% charge to cover credit card fees.

4) Items marked as ‘Made-to-order’ or ‘Bespoke’ are also non-refundable unless faulty as these are not stock pieces and have been made specifically for you.

5) Items must be returned to the following address:

Viz-Pro LLC
32 Railroad St
Canaan, CT 06018-2064
USA

6) Refunds will be processed on the day we receive the item.

PLEASE NOTE:
Unless you use our collection service, we are not responsible for returned packages until they have actually been received, you are strongly advised to use a signed-for (tracked) delivery service when returning orders and we will not be held responsible for returns that are damaged or go missing in the post.

We advise customers to bear in mind if they are returning accessories via Royal Mail, the accessories are not insured against losses or damage unless sent via the Royal Mail Special Delivery service (where insurance up to the value of £500 applies), losses or damage to items sent via normal post, or via Recorded Delivery are not covered by Royal Mails insurance and customers will not be able to submit a claim. We recommend you keep your receipt as proof of postage.

To return items to Viz-Pro LLC, please make sure to contact us first!

Please remember to include your original order number when communicating with us.