Policies and Procedures

FAQ - Heid Music Returns

Heid Music Return Policy

Our utmost priority is your satisfaction with your purchase. Should you find any new product unsatisfactory, you have the option to return it within a reasonable timeframe from the shipping date (typically 7-14 days). You can choose a refund of the purchase price, an in-house credit, or exchange it for an alternative product. For items that qualified for free shipping, the shipping cost will be deducted from the credit or refund amount. Your contentment remains our top concern.

Holiday Returns: Purchases made from 11/9/2023 through 12/31/2023 are eligible for return or exchange until 1/15/2024 (must be like-new condition in original packaging, same category exclusions apply, 20% restocking fee applicable for special order items)

  1. All returns must be accompanied by a valid receipt or order #.
  2. Return Period
    • 7 days for serialized product: Band Instruments, Guitars, Bass Guitars, Folk Instruments, Amplifiers, Speakers, PA Systems, microphones, Drums, Orchestra Instruments, Acoustic and Digital Pianos, and Keyboards.
    • 14 days for accessories
    • Online orders are calculated from the date the customer receives the order.
  3. Merchandise must be in like new condition in original packaging, with owner's manuals and accessories unused.

  • Reeds (unless sealed in original box)
  • Opened Software
  • Airboards, Recorders, Tin Whistles, Jaw Harps, Nose Flutes, Harmonicas, Kazoos, In Ear Monitors (items not able to be fully sanitized)
  • Clearance items, Red Tag items, and Consignment Sales
  • Gift Cards
  • Special Orders
  • WSMA Solo & Ensemble Music
  • Repair Parts

Cancelled special orders and layaways are subject to a 20% restocking fee.

  • Refunds will be given in the form of original payment or store credit.
  • Cash refunds over $50 will be in the form of a company check mailed to the customer’s home address.
  • Payments by check will be refunded in the form of a company check 14 days after the original purchase mailed from the corporate office to the customer’s home address.
  • Purchases made with credit card need to be refunded to the same credit card used at the time of purchase.
  • Gift purchases made from November 1st to December 24th will be accepted until January 15th.

Return Policy

On, we keep it simple: If you are dissatisfied with your order, call us at (920)-734-1969 or email within 14 days of receiving your merchandise to advise us of the issue you have. If you do not contact Heid Music regarding your merchandise issue within 14 days, the order will not be able to be returned.

If you think a product you received is defective, please call us at (920)-734-1969 within 14 days of receiving your merchandise, and we will attempt to address any concerns you have.

  • The return process always begins with a call to Heid Music at (920)-734-1969 or an email to You will be responsible for all shipping and packing costs associated with returning any Heid Music merchandise. The Heid Music merchandise shall, at a minimum, be shipped in the same manner and condition in which it was shipped to you. If the merchandise is damaged during return shipping, you will be responsible for the damaged item. Heid Music will not accept damaged merchandise.
  • All items returned must be returned in the condition they were sold in. All included accessories, manuals, and software must be returned unused. Incomplete returns may be denied and are subject to a re-stocking fee.

If your shipment appears to be damaged, please snap a picture of the unopened package where damage has occurred. Then open and inspect your order carefully. If your ordered product is damaged in any way, contact Heid Music immediately at (920)-734-1969.

If you have any return-related questions, please call us at (920)-734-1969 or email

Heid Music reserves the right to amend this return policy at any time and to deny the return of any item for any reason.

Updated August 8, 2023.

FAQ - Heid Music Returns

Heid Music Privacy Policy

Thank you for shopping online with Heid Music at! Shopping for musical instruments and accessories online should be fun and free from worry. At Heid Music, we are fully committed to providing you with an exceptional shopping experience. We have always been committed to protecting your privacy online. The following document outlines what information we collect and how it is used to make your relationship with as rewarding as possible. If you have any questions or concerns, please call us at (920)-734-1969 and we will be happy to discuss them with you.

Heid Music collects your information for the purpose of bettering your online music retail experience with us.

  • When you make a purchase, enter a contest, sign up for/interact with our emails, and/or register with, you will voluntarily submit information to us. That information is stored to make your future visits to more efficient. You are always provided the option of opting out of Heid Music’s communication loop (emails, newsletters, etc.) and/or having your registration information removed from our system. Such details may comprise your name, address, contact number, email, payment information, and billing address. By submitting the information to Heid Music online, you are allowing us to use the information. If you would like to place restrictions of the use of your information, you must contact Heid Music to notify us of such a directive in writing sent to the attention of
  • Telephone Conversations: To consistently improve our service quality, we may record or monitor telephone conversations for training purposes.
  • Website Interaction Details: We gather and analyze technical data about your interactions with our website. This includes IP addresses, device identifiers, browser types, viewed content, clicked links, geographical locations, and visit times. These insights help us enhance your browsing experience.
  • Google Analytics: We utilize Google Analytics to assess website usage for internal evaluation. For information on how Google Analytics manages data, refer to "How Google uses data when you use our partners' sites or apps" at the provided link.
  • Cookies: Similar to many websites, we use "cookies" to enhance your experience and personalize interactions with our site. Cookies store and retrieve information about your actions, like items in your cart or wishlist. These text files help us recognize you during subsequent visits and improve our products and services. You can manage cookies in your browser settings, though this may impact site accessibility.
  • Email and Contact Forms: Any information submitted via email or our site forms is collected and used to provide our services. We may also track email interactions, such as opened messages and clicked links.
  • Fraud Prevention: To safeguard customers, the public, and our business from risks and fraudulent activities, we may collect personal data for prevention and detection purposes.
  • Browsing Information: Heid Music will routinely collect and analyze customer browsing patterns and interactions with in an effort to increase our website’s accessibility. This may include, but is not limited to, browser information, link interaction, and page views.

While it is not our intended purpose at this time, Heid Music reserves the right to share your information with Third Parties. If you do not want Heid Music to share your information with Third Parties, you must notify Heid Music in writing sent to the attention of

With, we strive to provide you with a complete musical resource. This includes providing you with links to outside resources to help enrich your musical experience. We will never knowingly provide a link to a website of questionable character but do understand Heid Music is not responsible for the practices or content of any other websites.

For our protection, we do reserve the right to make changes to improve this policy. Any changes will be posted on our site.

By using, you knowingly consent to our Privacy Policy and Terms of Use. If you do have any concerns, please share them with us by calling (920)-734-1969 or emailing

Updated August 8, 2023.

Heid Music Price Match Policy

Please review the following guidelines for our price match policy:

  • The product in question must be the exact model number and include all manufacturer-supplied accessories.
  • The product must be in stock for immediate purchase, such as physically being able to be added to the cart on a web order with confirmed stock. The price must be listed and valid at the time of the match.
  • The company selling the product must be a verified, authorized dealer, not a resale shop, independent seller or other.
  • All pricing must be in U.S. Dollars.
  • The product must be factory new. Not used, refurbished, floor model, clearance, etc.
  • If trying to price match a bundled good, the bundle must have all the exact same items for the price to be matched.
  • Price matches cannot be combined with any Heid Music specials including, but not limited to: coupons, Heid Bucks, financing or rent credit.
  • Exclusions: Pricing due to typographical errors, competitor lightning sales (including Amazon Prime), loyalty cards, gift card offers, free items, rebates or mail-in offers.
  • Competitor’s coupons are accepted on a case-by-case basis.
  • Competitor shipping rates will be calculated into the overall matched price. For example, if competitor charges $25 for shipping and the shipping at Heid Music is free, $25 will be added to the selling price to calculate the price match. We match the total overall price.
  • Heid Music can decline any price match request for any reason.
  • Services, warranties and taxes are not eligible for a price match.
  • Heid Music reserves the right to limit quantities on price-match products, especially if the other retailer has a set limit.

Promotion/Coupon Disclaimers


Coupons offered by Heid Music have no cash value and cannot be redeemed for cash in excess of ticket value. Coupons are good for one-time use and only one coupon is allowed per customer, per transaction.


Coupon Codes

Not valid with other discounts or institutional purchases, special orders or previous transactions.

Excludes method & contest music, bundles, keyboards, imports, clearance, consignments, gift cards, lessons, repairs, rentals, select band instruments and keyboards.


Other exclusions may apply.

Free Shipping Policy

  • Free Shipping available on most orders over $49
  • Free shipping available only in the continental 48 states. Orders shipped to Alaska, Hawaii and Puerto Rico do not qualify.
  • Free shipping to APO or FPO addresses is via the United States Postal Service.
  • Delivery times typically range from 2-7 days, depending on the destination.
  • Oversized items or heavier items are excluded from free shipping. This includes Amps, Drum sets, Keyboards, Keyboard Bundles, Pianos, Cellos, Harps and Upright Basses.
  • If an item is returned, the cost of shipping is deducted from any refund or credit.
  • Free shipping may not be combined with other offers or discounts. Terms of Use


Updated 8.8.23 (the "Site" or “”) is owned and operated by Heid Music Co. Heid Music Co. ("Heid Music" or "we") grant you permission to use the Site within the guidelines of the Terms of Use. By accepting the terms of use for this website, you agree to be bound by the conditions contained herein. If you do not agree with or understand these conditions, you are not authorized to access or otherwise use the site and you will not be authorized to have access to or make purchases from same.

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