Shipping policy

Shipping and Handling Policy

Handling and Processing Time

The standard handling time for in-stock orders is 1 to 2 business days, unless the item is out of stock or requires modifications, in which case we will notify you within 1 to 2 business days.

Domestic Shipping (U.S.)

Promotional shipping and free shipping for orders over $250 within the U.S. are handled via UPS Ground.

• Estimated Delivery Time: 5 to 7 business days.
• Business Days: UPS considers Monday through Friday as shipping days. Although they may deliver on Saturdays in some areas, Saturday is not counted as a regular business day for transit time estimation.
• Oversized/Overweight Items: Oversized or Overweight items are excluded from any free shipping promotions. Shipping costs for these items will be calculated at checkout.

International Shipping  

Shipping to Mexico is processed using Paquete Express or UPS International.

• Import duties and fees: international shipping (outside the US) will generate charges for import duties an local tax, the buyer is redimible for said charges.
• Handling Time: 3 to 5 business days.
• Shipping Time: This will depend on the service selected, and the estimated transit time will be provided at checkout.

Custom Orders and Pre-Orders

Orders for personalized instruments (Custom Orders) require a long manufacturing lead time.

• Manufacturing Timeline: The process will depend on the manufacturer, plus shipping time to our warehouse and final delivery logistics to your address. Your representative will provide all thing information prior to purchase and you will receive email updates.
• Important Note: Klarna is not permitted as a payment method for Custom Orders.

Out-of-Stock and Manufacturer Orders

If your item is out of stock or is a direct order from the manufacturer, your sales representative will provide you with a clear timeline and an estimated shipping time as soon as the information is available.

Shipment Tracking and Customer Service

Once your item is with the carrier (UPS, Paquete Express, etc.), we lose control over its handling and exact delivery time. If any problems arise:

• We can help you determine the situation, but you will most likely need to communicate directly with the courier for claims or specific delivery details.

Contact:	Detail
Hermes Music Contact	Phone: + (956) 904-4490 Email: sales@hermes-music.com
UPS (U.S.)	1 (800) 742-5877
Paquete Express/UPS Intl. (Mexico)	Please refer to the local contact number on your shipping tracking information.

 

Hermes Music Store Pickup Policy

At Hermes Music, we strive to make your shopping experience fast, convenient, and secure. Please review the following guidelines for our complimentary in-store pickup service.

1. Pickup Availability & Processing Time

• Processing Time: Store pickup orders typically take 1–2 business days to be processed and made available.
• Wait for Notification: Crucially, please do not come to the store until you receive a formal "Ready for Pickup" notification via email. Arriving early may result in a longer wait time or the inability to receive your item.
• Order Confirmation: The "Ready for Pickup" email serves as your final confirmation that the item is physically located and secured at the chosen store.

 

2. Required for Customer Pickup (Order Placed in Your Name)

To ensure the security of your purchase and prevent fraud, you must present the following at the time of pickup:

• Valid Government-Issued Photo ID: (e.g., Driver's License, Passport, State ID).
• Matching Name: The name on the ID must exactly match the name on the order.
• Order Confirmation: A copy of the "Ready for Pickup" email (digital or print).
• Required Signature: A signature will be required by our staff before the item is released.

 

3. Authorizing an Alternate Pickup Person

If someone other than the original customer (the person who placed the order) will be picking up the items, you must follow these steps before they arrive:

1. Written Authorization: The original customer must send a written confirmation via email to the store's dedicated customer service email address (you should specify this email).
2. Required Information: The authorization email must explicitly include:
   • Original Order Number
   • Full Name of the Authorized Pickup Person
   • Contact Phone Number of the Authorized Pickup Person
3. Alternate Person's ID: The authorized individual will also be required to present a valid government-issued photo ID at pickup. The name on their ID must match the name provided in the authorization email.

Verification Note: No order will be released to an alternate person without prior written authorization from the customer on file.

 

4. Pickup Window and Order Cancellation

• Pickup Window: Orders must be picked up within 7 calendar days of receiving the "Ready for Pickup" notification.
• Unclaimed Orders: If an order is not picked up within the 7-day window, it will be cancelled and restocked. A full refund will be processed back to the original form of payment.