Common questions regarding orders placed online - don't see your question listed? Please contact us and we'll happily get the answer for you.
- Q: How long will it be before I receive my order?
A: For free or standard shipping in Georgia, in-stock orders placed before 2 pm arrive within 1-2 business days. Outside of Georgia can expect 2-4 business days for ground shipments.
- Q: Do you offer In-Store Pickup for web orders?
A: Yes! If you select In-Store Pickup as your delivery method at checkout we will send you an email when the order is ready to pick up. We do require that you present a state issued ID and the credit card used to pay when picking up your order for your security. If PayPal was used, please bring your PayPal receipt with you. We appreciate our local customers!
- Q: Do you ship to addresses outside of the United States?
A: Currently we only ship internationally through our partner platforms of Reverb.com and eBay.com. If you see an item on our USA website that you would like to have shipped internationally, please contact us and we may be able to list that item for sale on one of the sites above so that you can complete checkout.
- Q: What do you charge for standard shipping on an order?
A: Most orders over $49 shipped to a destination within the continental United States are shipped free of charge. This standard shipping will be by UPS or FedEx Ground unless we are shipping to a military address or a PO Box, where USPS is the only option. Expedited orders are shipped at the actual shipping cost. We do not charge handling fees. Some packages or large items may not qualify for free shipping (e.g. larger recording packages, drum sets, upright basses, huge speakers, etc). These items are available for free In-store Pick Up.
- Q: How do I check the status of my order?
A: You can check the status of your order at any time by clicking on the Account link in the top right corner of the site and logging into your customer account. Once logged in you can view Order History, as well as contact and address information. Please click on the order itself for additional details.
- Q: Hey, what’s up with the used box you packed my order in?
A: We reuse incoming shipping boxes and packing materials whenever possible, so you may notice that the box you receive will not look smooth and new, and may have residual stickers on it from a previous shipment. We do not believe in throwing anything away that can be used again because it’s part of our Core Value of doing more with less. We even save broken guitars and horns for local artists to use for sculpture!
- Q: What are the shipping charges for returning an item?
A: Order errors and items received defective will be returned to us using a prepaid shipping label. We do not refund return shipping charges unless we made an error in filling your order, or your item arrived damaged or defective. In other words, if you simply don’t want what you bought it is your responsibility to return the item to us for a refund or exchange.
** Please note that if an item is shipped to you under the "free shipping" promotion and returned for a refund, the shipping charges for sending the item to you will be deducted from the amount refunded.
- Q: Oh no! My order arrived damaged, defective, or incomplete. What do I do?
A: Oh no is right! This is very rare, but sometimes unfortunate circumstances find us all.
Defective items will be replaced or exchanged promptly, and we will send you a shipping label for the return. If you order appears incomplete, please check your tracking email to see if we split the shipment into two boxes to give you better service. Sometimes we ship from multiple locations to fill your order as quickly as possible.
Damage is a different story, but we are happy to help you through every step of the process. Every shipment from Dirt Cheep is insured for the full value of the contents (at no cost to you). If the carton appears damaged in any way please inspect the contents and try to notify the driver BEFORE they leave. Drivers are required to note damage and begin the process of a damage claim. Here are the steps to take if you think your purchase was damaged in shipping:
Step One: Immediately contact the carrier that delivered your item to alert them of the situation. Have your tracking number handy.
Step Two: Contact us to report the situation. Details including package condition, how it was received (left at front door, signed for), and description of the nature of the damage is very helpful.
DO NOT discard any of the shipping boxes or packing materials. The carrier will want to inspect these materials as part of the claim.
DO NOT discard the product itself. (It may be necessary for the carrier that delivered the item to return to do an inspection report on the damage). This may seem obvious, but… well, people do odd things.
DO NOT simply ship the item back to Dirt Cheep without first being instructed to do so. Taking this action will result in a denial of a Damaged Item Claim per shipping carrier’s claims guidelines, and may eliminate your reimbursement.
Step Three : Wait patiently with us. We want every transaction to be perfect and when shipping damage occurs it makes everybody feel frustrated. We appreciate your patience and understanding. The shipping carrier has a process to go through that includes inspection, possible pickup and return to us, and the issuance of insurance claim funds. Once we receive confirmation from the carrier that they will pay for the damage we will issue a replacement item or refund to you immediately, regardless of the time it will take for the money to arrive from that carrier.