Shipping policy

Last Updated: July 16, 2026

1. Introduction

At Tonewheel General, we are committed to providing reliable and efficient shipping for our customers worldwide.

This Shipping Policy explains how orders are processed, shipped, delivered, and handled by ECS Music, Inc., doing business as Tonewheel General ("Tonewheel General," "we," "us," or "our").

This Shipping Policy applies to purchases made through:

https://www.tonewheelgeneral.com

By placing an order with Tonewheel General, you acknowledge and agree to the terms outlined in this Shipping Policy, as well as our Terms of Sale, Return Policy, Warranty Policy, and Privacy Policy.

2. Shipping Availability

Tonewheel General ships products to customers worldwide.

Shipping availability may vary depending on:

  • Product type;
  • Destination country;
  • Carrier availability;
  • Applicable laws and regulations;
  • Import restrictions;
  • Product size, weight, or shipping requirements.

Some products may have shipping restrictions due to:

  • Manufacturer requirements;
  • International regulations;
  • Export restrictions;
  • Carrier limitations.

If we are unable to ship an order to your location, we will contact you regarding available options.

3. Order Processing Times

Orders are typically processed after:

  • Payment has been successfully authorized;
  • Product availability has been confirmed;
  • Any required order verification has been completed.

Processing times vary depending on:

  • Product availability;
  • Warehouse location;
  • Manufacturer availability;
  • Special order requirements;
  • Custom configurations;
  • Seasonal demand.

Estimated processing times, when available, will be provided during checkout or communicated after purchase.

Processing time does not include shipping transit time.

4. In-Stock, Special Order, and Backordered Products

Products listed as available may ship according to the processing timelines provided at checkout.

Some products may be:

  • Special order items;
  • Made-to-order products;
  • Manufacturer direct shipments;
  • Backordered items;
  • Limited availability items.

If an item is delayed due to availability issues, Tonewheel General may contact you with updated information.

For orders containing multiple items, products may ship separately depending on availability and fulfillment requirements.

5. Shipping Methods and Carriers

Available shipping methods and costs are displayed during checkout when available.

Tonewheel General may use a variety of shipping carriers and services, including but not limited to:

  • UPS;
  • FedEx;
  • USPS;
  • DHL;
  • Freight carriers;
  • Other qualified delivery providers.

The available carrier and shipping method may depend on:

  • Destination;
  • Package size;
  • Weight;
  • Product type;
  • Delivery requirements.

Tonewheel General reserves the right to select or change shipping carriers when necessary to complete delivery efficiently and safely.

6. Shipping Costs

Shipping costs are calculated during checkout based on factors including:

  • Destination;
  • Package dimensions;
  • Weight;
  • Shipping method selected;
  • Carrier rates;
  • International requirements.

Shipping charges are displayed before completing your purchase whenever possible.

Additional charges may apply for:

  • International customs processing;
  • Import fees;
  • Brokerage charges;
  • Address corrections;
  • Special delivery requirements.

7. Tracking Information

When available, tracking information will be provided after your order has shipped.

Tracking information may be sent by:

  • Email;
  • Customer account notifications;
  • Other electronic communications.

Please allow time for tracking information to become active after the shipment has been accepted by the carrier.

Tonewheel General is not responsible for delays in carrier tracking updates or inaccuracies in carrier-provided tracking information.

8. Delivery Estimates

Estimated delivery dates provided during checkout or through order communications are estimates only.

Delivery times may vary due to:

  • Shipping method selected;
  • Destination location;
  • Carrier operations;
  • Weather conditions;
  • Holidays;
  • Customs processing;
  • Unforeseen transportation delays.

Tonewheel General does not guarantee delivery dates unless expressly stated in writing.

9. International Shipping

Tonewheel General proudly serves customers worldwide.

International shipments may be subject to additional requirements, including:

  • Customs inspections;
  • Import documentation;
  • Local regulations;
  • Taxes and duties;
  • Brokerage procedures.

International customers are responsible for ensuring that products purchased from Tonewheel General may legally be imported into their destination country.

Tonewheel General is not responsible for delays caused by:

  • Customs authorities;
  • Import restrictions;
  • Government agencies;
  • International carrier procedures.

10. Customs, Duties, Taxes, and Import Fees

International customers are responsible for all charges imposed by their destination country, including:

  • Import duties;
  • Customs fees;
  • VAT;
  • GST;
  • Brokerage fees;
  • Other governmental charges.

These fees are not included in the product price or shipping charge unless specifically stated.

Tonewheel General does not control or determine customs fees.

Customers should contact their local customs authority before ordering if they have questions regarding potential import costs.

If a shipment is refused, abandoned, or returned due to unpaid customs charges, Tonewheel General reserves the right to deduct applicable costs from any refund or charge the customer for expenses incurred.

11. Shipping Address Accuracy

Customers are responsible for providing accurate and complete shipping information at checkout.

Please carefully verify:

  • Recipient name;
  • Street address;
  • Apartment, suite, or unit number;
  • City;
  • State or province;
  • Postal code;
  • Country;
  • Contact information.

Tonewheel General is not responsible for delays, additional charges, or delivery failures resulting from incorrect or incomplete address information provided by the customer.

If an address correction is possible after an order has been submitted, additional carrier charges may apply.

12. Lost, Stolen, or Missing Packages

Once a shipment has been successfully delivered according to carrier records, responsibility for the package transfers according to applicable law and carrier terms.

If tracking information indicates that a package has been delivered but you cannot locate it, you should:

  1. Verify the shipping address;
  2. Check with household members, employees, neighbors, or building management;
  3. Contact the shipping carrier;
  4. Contact Tonewheel General for assistance.

Tonewheel General will make reasonable efforts to assist customers in resolving delivery issues but cannot guarantee replacement or reimbursement for packages confirmed as delivered.

13. Damaged Shipments

If your order arrives damaged, please contact Tonewheel General as soon as possible.

To assist with a claim, please provide:

  • Order number;
  • Description of the damage;
  • Photographs of the packaging;
  • Photographs of the damaged product;
  • Any relevant carrier documentation.

Customers should retain all original packaging materials until the issue has been resolved, as carriers may require inspection.

Tonewheel General will work with the customer and applicable carrier or manufacturer to determine the appropriate resolution.

14. Refused or Undeliverable Shipments

If a shipment is refused, returned, or determined undeliverable due to circumstances including:

  • Incorrect address;
  • Customer refusal;
  • Failure to accept delivery;
  • Failure to pay customs charges;
  • Inability to complete delivery;

Tonewheel General may deduct:

  • Original shipping costs;
  • Return shipping costs;
  • Customs charges;
  • Carrier fees;
  • Other expenses incurred;

from any refund issued.

15. Freight and Oversized Items

Certain products may require specialized shipping due to size, weight, value, or handling requirements.

Examples may include:

  • Large musical instruments;
  • Cabinets;
  • Amplifiers;
  • Specialty equipment;
  • Freight shipments.

Freight shipments may require:

  • Additional scheduling;
  • Delivery appointments;
  • Signature confirmation;
  • Special handling arrangements.

Additional shipping charges or requirements will be communicated when applicable.

16. Changes to Shipping Policy

Tonewheel General reserves the right to update this Shipping Policy at any time.

Changes become effective when posted on our website.

The current version of this Shipping Policy will always be available at:

https://www.tonewheelgeneral.com

17. Contact Information

Questions regarding shipping may be directed to:

Tonewheel General
A division of ECS Music, Inc.

Website:
https://www.tonewheelgeneral.com

Email:
orders@tonewheelgeneral.com

Phone:
1-800-867-5926

Mailing Address:
Tonewheel General
ECS Music, Inc.
117 Huxley Rd., STE D
Knoxville, TN 37922

18. Effective Date

This Shipping Policy is effective as of July 16, 2026.

Thank you for choosing Tonewheel General. We appreciate the opportunity to serve customers and musicians worldwide.