Shipping & Returns
Shipping Provider Information
USPS is our exclusive shipping provider. Due to recent policy changes, the shipping charges for 1st class packages have become stratified by weight and zone, and because all our packages require reinforcement, they are now considered 1st class parcels. This makes it very difficult when using the shipping template Wix provides, to come up with pricing that works well for all orders. We have structured the shipping charges to cover our costs. Any time a shipping charge generated by the website is substantially too high, we will refund the excess. We do not try to profit from shipping charges.
Note for US customers: Due to the well publicized internal changes at USPS when the new postmaster general was appointed in the fall of 2020, 1st class packages are traveling very slowly at times. We strongly encourage customers to select USPS Priority when ordering, as Priority packages are generally arriving on schedule. We hope that the situation will be turned around soon, but be aware that if you select 1st class, especially if you are in the East of the country, your package may take a while longer to arrive than you would like.
Note for International customers: The rates that are produced by Wix are often substantially too high. Please order with confidence that we will refund any excess shipping charges. We hope to be able to streamline this but for now this method is what we can do.
Shipping Terms and Conditions
You must read this information prior to placing an order:
By placing an order with us, you, the buyer, agree that AquilaUSA, Inc is responsible to you only for:
1) Correct fulfillment of the order, securely packing the order, affixing a shipping label to the package with correct postage and addressed to the mailing address you provided when you placed your order, and handing the package to USPS for delivery. Proof of mailing will be seen in the tracking information.
2) Sending a tracking number to the email address you provided us with your order.
All packages include USPS tracking. When your order is fulfilled, a tracking number will be sent to the email address you have provided us. The email is automatically generated and sent when we purchase postage.
You, the buyer, agree to provide us with a correct mailing address and a valid email address. If you think you didn't receive a tracking number, please check your junk mail box or spam box. If you do not find the email, you agree to contact us within 48 hours of placing your order to request that we send the tracking number.
You agree that in order to have a successful transaction you have a responsibility to monitor the tracking information and to be present at your mailing address to receive your package at the time it is delivered.
You agree that if your mailbox or mail receiving area is not 100% secure, and/or you are not 100% certain you will be present to receive your package when it is delivered, you will contact us at the time of placing your order so that we can include signature confirmation as part of the mailing label requirement.
We strongly recommend that the buyer always request to purchase signature confirmation. USPS insurance, if included with a purchase, cannot be claimed for a missing package if USPS tracking shows that the package has been delivered.
You agree that you will not hold AquilaUSA, Inc. liable in any way, legally, financially, or otherwise, nor take any actions against AquilaUSA, Inc, for anything adverse that might occur to your package after it is handed to USPS.
International orders may be subject to import duties. The buyer is responsible for paying customs fees and duties.
By placing an order, you agree that you have read and fully understand this information, and that you agree with all of the terms.
If you have any questions about our shipping policies, contact us prior to placing an order.
Orders are generally sent the following week day. If an item is out of stock we will notify you and give an estimate of shipping date.
Return & Exchange Policy
Gut is a natural material and therefore one cannot expect completely uniform life expectancy. Even though the string making process at Aquila Corde is the most exacting of any maker, it is a healthy approach to savor the truly amazing and long lasting strings and not to be overly dismayed over strings that didn't last as long.
Any defects will become evident within the first 24-48 hours of installation. Please contact me immediately if there is a problem, and preferably send a photo of the string and what is going on with it. If a string is defective, it will be replaced immediately and at no charge. Your satisfaction with Aquila strings is our goal.