Shipping & Return Instructions [Print S&R Instructions]

Please contact our shop to have your merchandise return approved and to receive a return authorization number. Please include the invoice number and credit card number used, if credit is due.

All repair(s) must be pre-scheduled before mailing merchandise to our repair shop. Please inform us of any time constraints for repairs.

Please use USPS, UPS or Federal Express to ship your package to our shop.

All incoming rental exchanges and trade-in instruments must be received no later than four (4) weeks from when we process the transaction. If not returned within the 4-week time period, additional rent, fees and/or late charges will apply. These additional charges may not apply toward rental credit accumulation or trade-in credit.

Please see additional packing and shipping information on the reverse of the S&R Instructions card to ensure damage-free delivery to The Potter Violin Company.

Shipping

If damage does occur, keep the original shipping box, as well as all packing materials received, and call The Potter Violin Company immediately.

Please Do Not Ship The Damaged Package Back to Us

After we have notified USPS, UPS or FedEx of the damaged package, an inspector will contact you to schedule an appointment to inspect the item.

Packing

Watch our new video: How to Pack a Violin/Viola for Shipping

Place soft foam or tissue in front of and behind the bridge for support. (Please do not put foam on top of the bridge. The instrument may crack if there is too much pressure on the bridge.) You may insert soft foam or tissue between the center strings on both sides of the bridge as shown below.

For Violas/Violins or Cellos shipped in hard cases please use soft foam or a soft cloth to fill in any gaps between the instrument and the sides of the case to prevent any kind of movement.

Before packing a cello for shipment to us, we request that you loosen the strings on the instrument sufficiently to allow removal of the bridge. Please place a soft material such as foam underneath the tailpiece, in order to prevent it from scratching the top of the cello during shipment. The bridge can be wrapped separately and placed in a secure spot inside the case. The instrument should then be put into the case, which must be shipped in a box filled with good quality packing material. If you have received a cello from us, please use the packing material, such as the grey bags, which you originally found in the box for return shipments.

Box Dimensions

Violin (4/4, 3/4, 1/2)
34 x 14 x 8

Violin (1/4, 1/8, 1/10, 1/16, 1/32)
26 x 11 x 8

Violin Bows (All sizes)
37 x 9 x 9

Cello (4/4, 3/4, 1/2)
55 x 21½ x 15

Cello (1/4, 1/8)
48 x 21½ x 15

Viola (All sizes)
34 x 14 x 8

Shipping Policy – Instrument or Bow Trials

Potter's will send instruments and bows out on trial for a period of one week. There is an upfront nominal shipping charge for each trial shipment as outlined below. If you decide to purchase one of the items that you received on trial we will apply the upfront shipping charge toward the purchase price. Only one shipping charge can be applied to a purchase. Return shipping and insurance for trial or purchased items is the responsibility of the customer. Please call our shipping department at 1-800-317-9452 or contact us if you have questions.

Trial Shipping Charges

Shipping Policy – Rental Instruments

For multiple rental instrument contracts shipped to the same family special rates may apply. Call for additional information.

Strings-only Orders Ship Free - Shipping is free for full string sets for any instrument, or if your strings-only order totals more than $40.00.

Sheet Music and Accessories orders are subject to shipping charges.