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Shipping and Returns


SHIPPING

We do our best to ship as quickly as possible, usually within three business days. We're a small shop and everything is handcrafted to order. We print your shipping label when we receive your order and send it to the shop where your items are prepared. Picture CreamTone like an old-school diner, where a waitress takes your order on her notepad, tears it off and puts it up for the kitchen. That label stays with your parts until they're packed and shipped. That's why you'll receive a shipping confirmation the same day of your purchase but the tracking number may not show any progress for a few days. We appreciate your patience while we take the time to make sure your parts are just right.

We are located in Simpsonville, SC. Our post office often reports that shipments are delivered to Simpsonville instead of being picked up when they are first scanned. It's a glitch in the system and nothing to be concerned about if you see it in the tracking record. It will correct itself when the package is scanned at the next station.

CUSTOMS AND DUTY ON INTERNATIONAL SHIPMENTS

We are often asked if we will lower the value of international shipments. While we are aware that this is done often by others and the risk of being discovered may be slim, the risk is monumental, life-changing, and totally not worth it. 

Mail fraud, a felony, carries a sentence of up to five years in prison and/or fines of up to $250,000 when individuals are involved and up to 30 years in prison and/or $1,000,000 in fines when a financial institution is involved.

Major credit card companies and PayPal are considered financial institutions. It’s extremely important to be aware that you’re not only asking CreamTone to take this risk, but if we get caught, you’re liable too. I don’t think you want to spend the next 30 years in a prison cell with us over duty on a few guitar parts. So please don’t ask.

RETURNS

We want everything to be right with your CreamTone products. If there is an issue with your order, please notify support@creamtone.com within 24 hours of receiving the item.

Items may be returned for an exchange, store credit or a refund. Certain exceptions are noted below. All returns must be in the condition received including all original packing materials. There is no fee to exchange or return for store credit. Refunds are subject to a 15% restocking fee. Shipping costs are not refundable.

The Creamsicle overdrive pedal is manufactured by Pedals by Tone and ships directly from their facility in Florida. Should the pedal not be in working order or if it is damaged in shipping, they will repair it to its original intended condition and ensure quality—however, refunds are not offered. Please email any questions prior to purchase, or requests for repairs and returns to pedalsbytone@gmail.com.

If we send you the wrong item, we will send you the correct item at our expense and you will be under no obligation to return the incorrect item. When we make a mistake, you shouldn't be inconvenienced with packing and returning the wrong parts.  

We have made every effort to show the correct colors of our products, particularly the shades of cream. We cannot guarantee that all monitors will display color accurately. Returns are not accepted because of color discrepancies.

Some of the aged products we sell are made by Gibson. We clearly describe these parts as genuine Gibson Historic parts in their listings. Returns are not accepted on these parts.

Returns are not accepted on guitars.

If you do not receive your order, please contact us and we will send you another at our expense provided an acceptable amount of time has passed since the first shipment. Some international packages can take a long time to clear customs. We appreciate your patience.

If you open a case or claim through PayPal for any reason without contacting our support team first, we will not respond. We will communicate with PayPal and abide by the decision of their committee. When a case is opened, a hostile environment is created that CreamTone will not participate in. It is our intention to maintain a relationship with our customers and handle every issue personally, so contact us instead of going through PayPal. We're always happy to take care of you.


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