Upton Bass Guarantee, Taxes, Shipping,
Returns & All Global Policies
Welcome to the Upton Bass String Instrument Company website. ALL CONDITIONS SUBJECT TO CHANGE Upton Bass String Instrument Company provides services to you subject to the following conditions. If you visit or shop at https://uptonbass.com, you accept these conditions. Please read them carefully.
The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of Connecticut may be subject to import taxes, customs duties, and fees levied by the destination country and/or state. The recipient of an international shipment may be subject to such import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient’s country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can’t predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. ITEMS RETURNED TO UPTON BASS FOR NON PAYMENT OF LOCAL CUSTOMS/DUTIES ARE NOT ELIGIBLE FOR REFUND.
Please review our Privacy Notice (below), which also governs your visit to Upton Bass String Instrument Company, to understand our practices.
When you visit Upton Bass String Instrument Company or send e-mails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this site. You agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.
All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Upton Bass String Instrument Company or its content suppliers and protected by the United States and international copyright laws. The compilation of all content on this site is the exclusive property of Upton Bass String Instrument Company and protected by the U.S. and international copyright laws. All software used on this site is the property of Upton Bass String Instrument Company or its software suppliers and protected by the United States and international copyright laws.
UPTON BASS STRING INSTRUMENT COMPANY, UPTON BASS STRING INSTRUMENT COMPANY, and other marks indicated on our site are registered trademarks of Upton Bass String Instrument Company. The Upton Bass logo is a trademark of Upton Bass String Instrument Company. Upton Bass String Instrument Company’s trademarks may not be used in connection with any product or service that is not Upton Bass String Instrument Company’s, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Upton Bass String Instrument Company. All other trademarks not owned by Upton Bass String Instrument Company that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Upton Bass String Instrument Company.
License and Site Access
Upton Bass String Instrument Company grants you a limited license to access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with express wrote consent of Upton Bass String Instrument Company. This license does not include any resale or commercial use of this site or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this site or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any commercial purpose without express wrote consent of Upton Bass String Instrument Company. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Upton Bass String Instrument Company without express written consent. You may not use any meta tags or any other “hidden text” utilizing Upton Bass String Instrument Company’s name or trademarks without the express written consent of Upton Bass String Instrument Company. Any unauthorized use terminates the permission or license granted by Upton Bass String Instrument Company. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the home page of Upton Bass String Instrument Company so long as the link does not portray Upton Bass String Instrument Company, its affiliates, or their products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Upton Bass String Instrument Company logo or other proprietary graphic or trademark as part of the link without express written permission.
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use Upton Bass String Instrument Company only with the involvement of a parent or guardian. Upton Bass String Instrument Company and its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.
Reviews, Comments, Communications and other Content
Visitors may post reviews, suggest products to others; and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable. Upton Bass String Instrument Company reserves the right (but not the obligation) to remove or edit such content but does not regularly review posted content.
If you do post content or submit material, and unless we indicate otherwise, you grant Upton Bass String Instrument Company and its affiliates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You represent and warrant that you own or otherwise control all of the rights to the content that you post; that the content is accurate; that use of the content you supply does not violate this policy and will not cause injury to any person or entity; and that you will indemnify Upton Bass String Instrument Company or its affiliates for all claims resulting from content you supply. Upton Bass String Instrument Company has the right but not the obligation to monitor and edit or remove any activity or content. Upton Bass String Instrument Company takes no responsibility and assumes no liability for any content posted by you or any third party.
Risk of Loss
All items purchased from Upton Bass String Instrument Company are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Upton Bass String Instrument Company attempts to be as accurate as possible. However, Upton Bass String Instrument Company does not warrant that product description or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Upton Bass String Instrument Company itself is not as described, your sole remedy is to return it in unused condition.
Except where noted otherwise, the List Price displayed for products on our website represents the full retail price listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice.
With respect to items sold by Upton Bass String Instrument Company, we cannot confirm the price of an item until you order; however, we do NOT charge your credit card until after your order has entered the shipping process. Despite our best efforts, a small number of the items in our catalog may be mispriced. If we discover a mispricing, we will do one of the following:
If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item.
If an item’s correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
Please note that this policy applies only to products sold and shipped by Upton Bass String Instrument Company. Your purchases from third-party sellers using Upton Bass String Instrument Company Payments are charged at the time you place your order, and third-party sellers may follow different policies in the event of a mispriced item.
Please note that we do not and will not accept third party shipments to our shop in the form of bass bags, strings, pickups, or other merchandise, unless it’s a product that we don’t carry or can’t get, for use on Upton built or other basses. Upton Bass does not install used strings or other parts on instruments.
Disclaimer of Warranties and Limitation of Liability
this site is provided by Upton Bass String Instrument Company on an “as is” and “as available” basis. Upton Bass String Instrument Company makes no representations or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials, or products included on this site. you expressly agree that your use of this site is at your sole risk.
to the full extent permissible by applicable law, Upton Bass String Instrument Company disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Upton Bass String Instrument Company does not warrant that this site, its servers, or e-mail sent from Upton Bass String Instrument Company are free of viruses or other harmful components. Upton Bass String Instrument Company will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.
certain state laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. if these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.
Site Policies, Modification, and Severability
We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.
Our foremost priority is to provide a satisfactory shopping experience for our customers. As a result, we have developed the following policies, which we feel are the best balance between liberal terms for the customer and realistic constraints required for our business.
A Summary of the Upton Bass Return Policy
All products, except Amplification equipment, strings & instruments, can be returned for a 100% no-hassle refund within 10 days of product delivery, (verified by USPS Tracking) these items must be in un-used brand new condition in the original packaging. At our discretion, you will receive either full credit or a refund (we may, at our discretion, charge a restocking fee equal to the credit card processing fees for your order) for the price you paid for all the items returned. The original shipping and handling charges and the cost of shipment back to our company are all non-refundable. To obtain a full credit or refund, the goods must be in the same condition as when purchased and must be shipped back to us in the original packaging. After return, inspection, and credit approval your credit will be made for the purchase.
For used or pre-owned instruments, including existing Upton basses, we offer a 7 day inspection period for returns. For commissioned Upton bass builds, we guarantee we will make and deliver the instrument that you ordered, or we will make it right! If anything goes wrong with our construction or wood choice, we will make it right.
Amplifiers, such as Acoustic Image, are made to order and shipped directly from AI. All opened box AI purchases will be subject to a restocking fee as they can no longer be sold new.
1. My product is defective. Can I return it, and what kind of refund can I expect?
We have a 10-day return policy on all items, except strings and instruments. We must be notified of problems with defects with five (5) days of receipt. If the item is defective, upon return we will either refund the item’s cost to your credit card, or we will send out a free replacement (no shipping charge for light items) as promptly as possible (if you contact us early in the morning, we can usually ship out replacement items the same day you call). Defective items need to be returned to us; please do not throw the broken items away, if you do so we will not issue a credit. We need these items back so we can evaluate the defect and prevent this from happening with future products, and also in some cases to request a credit from the manufacturer or our suppliers. It is cheapest for you if you can use our packaging to return the item, and we will usually refund the cost for shipping defective items. Please include a receipt of the shipping charge with the defective item; as this helps us greatly. We reserve the right not to pay for return shipping at our discretion. If shipping costs are refunded the will be standard USPS Priority or FedEx charges, Expedited costs will not be reimbursed. Replacement or repaired items will be return-shipped via USPS Priority/FedEx which can be upgraded at the customer’s expense, please be sure to inform us if this is important to you.
If the item has broken after the 10-day period, we still may accept the return; we determine this on a case-by-case basis. For instance, if your case handle falls off after two months, call us and we will try to accommodate you. However, we do not cover extraordinary wear and tear or intentional breakage. If someone used a bass bow as a substitute for a conductor’s baton and broke the bow, we would not be able to exchange or refund this as a defective item even it was returned within 10 days. Please notify us as soon as possible if something proves to be defective. It is nearly impossible for us to document and refund or replace a product if you say it was discovered defective a year ago.
2. Can I return or exchange a product if it’s not defective?
We accept exchange returns on all new-condition, un-used items at our discretion, for 10 days other than the product outlined above. We expect you to cover return shipping (and recommend you use our packaging to return the items). We recommend USPS Priority (with tracking number) or FedEx for all items since it provides you the greatest ability to track your item and offers delivery confirmation. We will charge a re-stocking fee equal to the credit card processing fees for pure returns. We will simply credit the amount of the item to your method of payment, or we can apply the amount toward store credit for something else. We do not credit for the initial shipping charge or any other shipping costs.
We charge standard shipping charges for replacement items. If you accidentally ordered the wrong item and feel you should have an exception made, feel free to call customer service at 1-860-535-9399 and have your ordering information available.
At our discretion, any order that is returned BEYOND the 10-day time frame, or for an instrument order, a 15 percent re-stocking charge will be deducted from the credit amount. As written above, no shipping charges will be refunded upon return.
3. I have ordered the wrong strings or the strings broke. Can I return them?
We are proud of the strings that we carry, but cannot guarantee that they won’t break during installation. Strings CANNOT be returned for credit once they have been installed on an instrument, period, no exceptions will be made. If we send you the wrong strings we will exchange them without questions, however, if they have been installed we will not refund or exchange the product. Please inspect strings BEFORE installation for signs of defects, loose windings, kinks, and indents in the strings, and of course that they are the correct string ordered. We will only accept defective strings within 5 days of receipt and this being subject to our inspection and approval.
4. How do I return an item, and what is your address?
Please call customer service first at (860) 535-9399 or e-mail us. If you call after normal business hours, you will be prompted to leave a voice mail, so have your account information ready when you leave your message.
All returns must be authorized, no exceptions will be made, and must have a return authorization number.
Our returns mailing address is:
ATTN: Customer Returns
159 Packer Rd
Mystic, CT 06355
5. Are there any special things to consider when packing and returning my items?
Do not write or tape anything on the original box or packaging that the item came in with the exception of the RA number your Upton Bass representative has given you. Remove all prior shipping labels, and be sure that the packaging is in good order.
Any bows returned should be loosened, or else you may be responsible for the cost of damage to the bow.
Make sure that the items are adequately packed and padded so that they don’t receive any damage in transit. If possible, reuse the shipping materials we utilized to send the product to you. Make sure that any of the original shipping labels on the outside of the box are crossed out or removed.
If you have any questions regarding these policies, please contact Upton Bass at firstname.lastname@example.org
Takes reasonable precautions to protect personal information from loss, misuse, unauthorized access, disclosure, alteration, or destruction.
Implements reasonable policies and procedures to ensure that personal information is kept only for the purposes for which it has been gathered.
Uses reasonable measures to ensure that we have accurately and completely recorded the personal information you have provided.
Information Corrections or Changes
You have the ability to correct or change certain information in our records, such as your address and contact information. The process for changing your information begins by contacting us by email. You may change this information at any time and as often as necessary. We can also be contacted by postal mail at Upton Bass String Instrument Co. 159 Packer Rd Mystic, CT 06355, USA
About Message Boards
Please be aware that disclosing personally identifiable information online through Message Boards makes the information that is submitted public information. Such disclosure may increase your chance of receiving ‘spam’ or unsolicited e-mail. Upton Bass strongly cautions you to be extra careful and use your discretion when disclosing information online. Upton Bass is not responsible for personally identifiable information posted on the Message Boards.
Our Accountability to You
Only those Upton Bass employees that have a legitimate business purpose for accessing and handling personal information obtained by us are given the authorization to do so. The unauthorized access or use of such information by an Upton Bass employee is prohibited and constitutes grounds for disciplinary action. Additionally, our information management systems are configured in such a way as to block or inhibit employees from accessing information that they have no authority to access.
The Accountability of Upton Bass’ Agents and Business Partners
Notification of Changes
Our website takes orders over a secure connection. You may receive warning notifications that all items are not secure on the page. The reason for this is the pictures being displayed on the page are not all hosted on the uptonbass.com website. Many pictures are actually located on www.stringrepair.com.