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Ordering and Customer Service
Ordering
We currently accept orders via telephone, toll free (866) 884 6546 or (865) 986 9966 local.
All prices are in United States’ Dollars (USD) FOB our shop in Friendsville, TN. The price for out of stock
items may change and we reserve the right to change this price based on our restock costs. We can now
accept Euros and other European countries directly by wire transfer.
We attempt to stock a wide range of items, but we cannot stock everything at all times. In stock items usually
ships within 2 business days. Items not in stock generally ship within 7 business days depending on how
quickly we can get the items from suppliers. Some items may be drop shipped. You should receive an
email confirmation of shipping from FedEx Ground for most items. Look for an email from FedEx in your
inbox or bulk mail folder! If we cannot fill your order within a reasonable time, we’ll suggest alternatives. We
do go to shows, vacations, etc and may not be able to ship until we return.
Brief Summary, see below for details. This summary does not substitute for the full terms below and is
not binding, it is merely a short guide to the process.
1. Place order for instrument and any additional services
2. We accept order and send invoice via email
3. Review invoice for correctness. No charge to cancel order at this point.
4. We perform any additional services requested. Once we perform services, you must pay for those
services.
5. We charge your card, pack and ship. The instrument is yours once we ship.
6. 72-hour trial period starts at the first delivery attempt. Please have someone available to accept the
package.
7. If instrument is damaged, retain all packaging, document condition, and contact us and the carrier. We
will assist you in filing a claim. Do not return the instrument until directed to do so. Do not panic! These
things get sorted out at the carrier's pace, which will be slower than seems reasonable.
8. If keeping the instrument, please notify us and we will post the final transaction. This ends the trial period.
9. If you keep the instrument past the 72-hour trial period, we post the transaction, ending the trial period.
10. If you decide to return the instrument, please notify us within the 72 hour trial period and ship the
instrument within 2 business days. Telephone works best; sometimes emails don't get through. We check
for telephone messages on Monday morning for trial periods ending over the weekend.
11. Once we receive the instrument back we will inspect within 1 business day and should be able to post
your refund within 3 days. We refund via the payment method used originally. We charge a 3% fee for
purchases made via credit card or PayPal, do not refund shipping charges, and do not refund any special
services. We refund accessory and material costs when resale or reuse is reasonable.
Payment
Payment can be made by cash, check, money order, credit card/debit card, or PayPal:
Credit or debit card: We do not provide any information provided during credit card ordering to others. We
deny liability for any loss you suffer from unauthorized access to any data you provide when accessing or
ordering from us.
Check or money order: Make payment to Stephen K. Perry and send with all information including your
contact points. Send to: Gianna Violins, 10091 Unitia Road, Friendsville, TN 37737
International payments via wire transfer, inquire.
Shipping
IMPORTANT - Risk of loss: When we accept your money, the goods are yours. When we ship your
instrument it's just as if you walked out of the store with it. You're assuming the risk of shipping. We simply
pack and insure on your behalf. We don't guarantee nothing will happen during transit. In commercial
jargon, we ship “FOB” (freight on board) our store or supplier's warehouse with shipping charges not
refundable. This is the default law in the US.
Damaged shipments: If an item is damaged in shipping, please contact the carrier and us immediately and
save all packaging. We are not responsible for items damaged in shipping. If anything goes wrong, we'll
help you as required by filling out paperwork, handling refunds, or any other reasonable help. But we won't
accept damaged goods for full refund and may reject them entirely.
Carriers: We normally ship FedEx Ground, but can ship other ways if you'll pay any extra charges and may
choose other carriers. You're also welcome to come and pick up purchases or arrange for a carrier to pick
them up. AK, HI, PR, APO go USPS and require additional postage, inquire. Signature required on all
instrument deliveries – no exceptions. Street address required. You agree that instruments packed in their
original cases as originally shipped by our supplier are properly packed by us and any claims lie against
the carrier.
International Shipping: We prefer that international buyers contact us so we can consolidate charges prior
to ordering. We prefer international payment via wire to our overseas accounts. Otherwise, for credit card
sales we will make a second charge for the necessary additional shipping amount. If paying by PayPal, we
will send a second invoice for the shipping charge. We determine the shipping charge for each order
because rates vary widely. Insurance for the full amount isn't always available. We suggest arranging for
your own insurance. Our minimum international shipping charge is $11. We will place the actual purchase
price on any official forms.
Duties and Taxes: We collect 9.25% sales tax on goods and services delivered in Tennessee, no
exceptions. We do not collect taxes for other US states. We are not responsible for duty or any other fees
including brokerage fees paid in importing items we ship outside the United States and will deduct from any
refund duties and fees we incur for returned items or may reject items requiring those payments. Please
check on import restrictions prior to ordering.
Shipping Schedule: We generally ship orders within 2 business days, Monday to Friday. Check the home
page – we can't ship when we're on vacation! Most carriers pick up in the morning. If you order in the
evening we may not have time to pack for the morning pickup and the package will go the next day. Items
requiring special setup or services take up to one week to ship. Drop shipped items depend on the
supplier's timeline, which is generally pretty fast.
Returns
72 Hour Evaluation Period: We provide a 72 hour approval period on new instruments, 24 hours on used
instruments; International sales, clearance goods, specials, “as is” and “no return” goods excluded. If you
call or email and indicate you are keeping the instrument, then the approval period ends and the instrument
is yours. You must contact us within the approval period to receive return authorization. The goods must be
in the carrier's possession with all original packing & paperwork within one business day after we approve
your return via telephone or email. A failed delivery attempt counts as receipt and starts the approval period,
no exceptions, make sure someone will be available to sign for an instrument! Ebay returns must have
eBay number in large numbers on outside of box. You are responsible for return shipping costs and are
responsible for any damage during return shipping. We reserve the right to reject unauthorized international
returns and damaged goods. A signature on a carrier's record does not indicate that we have inspected the
item and are taking it back, merely that it has been delivered for inspection.
Non-refundable shipping fees: We subtract flat shipping fees for items where shipping was included in the
price. Where applicable, these are: $30 for mandolins; $40 for guitars, $20 and up for violins, depending on
price, $10 for bows. These amounts only apply for ground shipments. Goods shipped overnight will have
additional fees subtracted. These fees are only to cover our shipping and packing costs.
Restocking fee: We charge a flat minimum 15% restocking fee for cases, accessories, and other non-
instrument goods returned within 10 days of purchase following authorization, shipping not refunded,
unless goods are part of an outfit or package sale.
Credit card and PayPal use fee: If a credit card or PayPal was used for payment, we also subtract 3% of the
total amount charged - that's what the credit card companies charge us. Please complain to the credit card
companies - they need to go to a low flat fee per charge!!
Condition: Returned goods must show no signs of damage, wear, or abuse and must be exactly as
shipped and marked as indicated above or we may reject goods or impose an additional 15% to 100%
restock fee at our discretion.
Custom goods: Goods modified or customized by us or other manufacturers at your request may be
returned only on our specific agreement; inquire. We may reject return or impose reasonable charge for
reversing or paying for modifications and custom work, or may assess a reasonable restocking fee up to
100%. Charges for mandovoodoo (tm) optimization and any other services including requested setup
changes are not refundable. Cost of parts used in custom modifications will refunded if the part is easily
reusable. Installation and removal costs are not refundable.
You agree that these return provisions do not make this transaction a “Sale on Approval” or “Sale or Return.”
Warranties
Manufacturer's warranties apply on new items. To the maximum extent permitted by applicable law, we
expressly disclaim all warranties and conditions on purchased items, whether express, implied or statutory,
and including but not limited to all warranties of merchantability, fitness for a particular purpose, title and
non-infringement of third party rights. Contact individual manufacturers for warranty service procedures.
Misc.
Tennessee law applies, disputes may be settled by binding arbitration at our discretion, venue Loudon
County, Tennessee unless we select other. You agree that failure to pay or chargeback represents breach
of contract and agree to compensate us for attorneys' fees, court costs, investigation costs, and any other
incidental or consequential costs including collections costs to the maximum extent allowed under law
including interest and that a judgment need not be entered for us to turn your account over to our collection
agency. Text and images copyrighted, do not infringe.
Contact
Stephen Perry, Gianna Violins
10091 Unitia Road Friendsville, TN 37737
866 884 6546 toll free
865 986 9966
865 986 9967 fax
mail at giannaviolins dot com
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Gianna Violins Maker and seller violin, viola, fiddle, violin case, violin bow, accessories, support, appraisal,
restoration, Eastman mandolins & guitars.
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Prices and specifications subject to change without notice.
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