Shipping & Delivery FAQ

Logo TuCuatro


Wondering how fast or secure would be to ship a musical instrument? Will you receive the instrument in good conditions?

TuCuatro has been working on creating the only secure online system that allows customers to buy with ease and receive their exotic musical instruments at their doors.

We have warehouses in North America, South America and Europe. When you place an order with us, we will match it with the closest warehouse from where the products are available. 

In most of the cases you’ll get a fast shipment (specially for our more demanded products and our customer’s favorites), nevertheless our most premium Cuatros are normally shipped from a warehouse overseas. Read down to know more details about the shipment of your instrument:

What happens after I place my order?

After we receive your order, we will route it to the nearest TuCuatro warehouse. Our team will then start working on it, it usually takes up to 3 days to prepare the package.

Afterwards the package will be routed to the courier hands and you’ll receive a notification with your tracking number so you can start monitoring the package until it reach it’s final destination.

How long does it take for a package to be delivered?

Our shipping methods vary depending on which warehouse process the orders. We see that deliveries to our customers take in average 7 to 10 business days (up to two weeks) in most of the cases. Shipments coming from Venezuela can take longer, up to 20 days, depending on how long it takes for duty officers in the country to check the cargoes.

Is my purchase protected?

Yes it is! Your purchase comes with a TuCuatro warranty that covers you in case of failed delivery or loss. You will always be able to receive a refund of your money or a replacement if something gets terribly wrong with your shipment.

What is the return policy?

In case you don’t like your instrument, you can return it to our closest warehouse in the next 7 days. Just send us an email indicating your intention to return an instrument and we will match you with one of our multiple locations where an associate teacher will be able to receive the instrument.

NOTE: Be sure to send the instrument back in the original packaging.

After we receive the instrument we can generate a refund for your order or you can use the money to purchase any of the other instruments at our Store.

Do I have to pay duty fees or taxes?

Whenever you buy products from overseas, your country’s customs office will evaluate the package when it reach your country, each country has different laws in regards of importing products and calculates taxes to pay based on their own internal rules. Be sure to get informed on what is the percentage of taxes to pay for the products you are buying (you can check this website for more info, or write us an email for more information).

If you’re purchasing from inside the United States it is unlikely that you will pay any duty fees or taxes when receiving your instrument (Up to $800 in goods will be duty-free)

How do I pay any taxes due to my country's customs office?

Not all the countries demand payment for importing fees. In the case that your country’s custom office requires duty fees payment for your purchase you will be able to pay them directly to the courier by credit card or in person at the moment of receiving the package.

This process is normally straight forward and easy to do. The courier company (DHL or Fedex) will communicate with you by email or by phone to indicate the exact amount of taxes to pay and you can proceed with a payment through credit card right away or go online to the DHL website to pay securely. After you proceed with your payment, the courier will then deliver the package to your doors.

You can read more information about payment of duty fees at the DHL’s website

Are you able to change the info or stop the shipment once it has been sent?

We cannot do any modifications neither stop a shipment once sent. Once the package is delivered to the courier, they are in full charge and they will try to deliver to your address one way or the other.

If for any reason you’re not able to receive the package at the time they try to deliver, they will try to contact you to arrange delivery.

If for any reason, you cannot receive it at the same address anymore because you’re going on vacation or you changed your address, promptly contact the courier to arrange special delivery instructions.

The courrier will try to deliver 3 times, afterwards it will store the package in their warehouse for 5 days, waiting for you to contact them. If by 5 days they haven ‘t heard from you, they will ship the package back to our warehouse.

What happens if the instrument is damaged when I receive it?

It is rare that an instrument gets damaged, but if it happens we’re here to help. Our warranty can be activated as soon as you notify and you will be returning the instrument to a local address (TuCuatro has associated musicians pretty much everywhere in the world). If you select the option of a refund, your money will be refunded after the return has been made and will appear in your bank or credit card statement in up to 72 hours.