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FAQ's

CarolBrass Instruments

Carolbrass are one of the manufacturers that are really starting to get noticed as they step out on the international stage.

Look for CarolBrass to be exhibiting in Frankfurt and NAMM conferences this coming year (2014).

The reality is many people have probably never heard the name before - but chances are they have played one of their horns. You see, they used to manufacture horns for larger brands under license before stepping out themselves and creating something new.

For a look into the brand and it's history please visit HERE

The major component that sets CarolBrass out from the rest of the manufacturers are their Stainless Steel Valve Sets

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Monel piston valves still contain an estimated 30% of copper elements, just as Nickel Silver contains an estimated 70% of copper elements. 
The more copper elements there are, the greater the chance of the metal oxidizing. 
This process creates verdigris, which in turn leads to a high chance of piston valves becoming stuck. 
Stainless Steel piston valves eliminate this problem.

Additional benefits to the player is the superior valve action. When paired with a light synthetic oil (Hetman #1 or Ultrapure) it makes for fast and efficient fingering and scale runs.

Most manufacturers still use Monel pistons in their professional horns - yet they are more expensive and potentially wear a lot faster - why pay more for less??

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CarolBrass makes all their instruments by hand in a factory with approx 40 workers.

Their total capacity is about 800 horns a month at maximum capacity - this is equal to a daily production run in some companies for their student lines.

They concentrate on getting things right and building with passion and a commitment to quality products for brass players to enjoy.

We are happy to be associated, and recognised as the official Canadian Distributor for CarolBrass Instruments!

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How to look at the status of my order:

Please log into your account (using the link at the top left under the Brass Cellar Logo)

Once you are logged in you will see the following options.
Please select View Order Status (as highlighted in orange below).

View Messages - You can receive and send messages to The Brass Cellar Inc. Store about your order. When a message is sent regarding one of your orders, you will receive an email notification.


View Order Status - See the status of every order you've placed at The Brass Cellar Inc. Store, including whether it has been shipped, and if so an optional tracking number.


Completed Orders - See all completed orders you've placed at The Brass Cellar Inc. Store. You can also print invoices from this page.


Return Requests - View any outstanding return requests you've made for products you ordered from The Brass Cellar Inc. Store.


Your Address Book - Add, edit and remove shipping and billing destinations from your address book.


Your Account Details - Update your contact details, email address and/or change your password.


Your Recent Items - See a list of items you've recently viewed at The Brass Cellar Inc. Store.

 

Pricing & Billing

What currencies are your prices in?

All prices on the website are listed in Canadian dollars unless otherwise noted. 

Visitors also have the option to select to display prices in US Dollar equivalents of the Canadian price on the main page - and most product pages. 

Do I have to pay sales tax? 

You will have to pay sales tax if you live within Canada. Sales taxes are calculated at check out based on the GST or HST applicable to you location. 

We do not charge taxes on any international shipments. Most shipments to the US will not result in any taxes. Large orders of over $1500.00 being shipped to the US may result in import taxes being charged by US customs. UPS and FedEX may also add brokerage fees. Please check your local tax laws if you are concerned. 

Some countries in Europe and elsewhere have their own VAT and other duties and taxes. We cannot provide information about your local tax laws as these taxes are not administered by us. FedEx and UPS may apply additional brokerage fees. Please contact your local authorities for details 

WE ARE UNABLE TO MAKE A FALSE DECLARATION OF A REDUCED VALUE ON GOODS SHIPPED IN ORDER TO AVOID TAXES. PLEASE DO NOT REQUEST US TO DO SO. 

I have a question about my charges: 

1) Log into your account (Sign In Link top Left Corner) 

2) Look at either 'View Order Status' or 'Completed Orders' You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact us for further assistance.

I need a copy of my receipt/invoice:

1) Log into your account (Sign In Link top Left Corner) 

2) Click on 'Completed Orders' - you should see a list of your completed orders which you can reprint from there. 

When will my credit card be charged? 

We preauthorize your credit card when you order and complete the charges prior to shipping. PayPal payments are completed when the order is placed.

 

Shipping & Returns

Returns Process

If you need to request a return on an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. This process should be initiated within 48 hours of receiving your goods.

We'll notify you via e-mail of your refund once we've received and processed the returned item.

Returns Policy
You may request a return on most new, unopened items within 14 days of delivery for a refund. (Shipping time is not included in the 2 weeks).

If the return is a result of our error (you received an incorrect or defective item, etc.) we will credit you for the return shipping costs.

Shipping costs in general are not refunded in either direction.

We highly recommend you mark the goods coming back as 'returned items' and attach relevant original paperwork to the package.

Note that specific categories have their own return policy as detailed below under the following categories:

  • Consignment Goods
  • Used Goods
  • CarolBrass Instruments

We reserve the right to change these policies at any time without prior notice.
Changes to these terms will be published/updated on this website as they come into effect.

These terms were last updated: May 6th 2014

Consignment Goods:
These goods are sold ‘as-is’ and there are no returns or exchanges on these items. (Think of these as you are dealing directly with the seller and the contract for the sale and purchase of goods is directly between you and the seller of the item)
If you have a case where you are not happy with the item received we suggest contacting us and we will provide you the contact details of the seller to resolve your concerns.

Used Goods sold by The Brass Cellar:
These goods all come with a return option if you are truly not satisfied with your purchase. 
You have the option to return an item within 7 days of receiving it (shipping time not included). 
Please note that we will refund the original purchase price, minus a restocking fee of 3%. 

Please note that shipping costs & customs charges in either direction are not refunded.

We highly recommend marking returning goods as 'returned goods' and attach original paperwork. Also returning items via the postal system avoids large re-import fees charged by companies such as UPS and Fedex.

Carolbrass Instruments (We do not sell these items outside Canada):

All ‘custom orders’ for CarolBrass instruments are considered final sale and there are no refunds on these items.
Custom Orders are defined as personalized adjustments, unique modifications of parts or finishes or any horn that is specially ordered directly from the factory for you.
Typically these horns fall under (but are not limited to) the CarolBrass ‘Materials’ range.

All standard models from the CarolBrass ‘Styles’ range that are in stock come with a return option if you are truly not satisfied with your purchase.
You have the option to return an item within 7 days of receiving it (shipping time not included). 
Please note that we will refund the original purchase price, minus a 3% restocking fee.
Shipping costs either way are not refunded.

Receiving Refunds
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. 
This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Shipping
We can ship to virtually any address in the world. 
Note that there are restrictions on some products, and some products cannot be shipped to international destinations. (For example CarolBrass Instruments can only be sold throughout Canada).

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Terms & Conditions

PLEASE READ THE FOLLOWING TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE. All users of this site agree that access to and use of this site are subject to the following terms and conditions and other applicable law. If you do not agree to these terms and conditions, please do not use this site.

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The entire content included in this site, including but not limited to text, graphics or code is copyrighted as a collective work under the United States and other copyright laws, and is the property of The Brass Cellar Inc.. The collective work includes works that are licensed to The Brass Cellar Inc. Copyright 2011, The Brass Cellar Inc. ALL RIGHTS RESERVED. Permission is granted to electronically copy and print hard copy portions of this site for the sole purpose of placing an order with The Brass Cellar Inc. or purchasing The Brass Cellar Inc. products. You may display and, subject to any expressly stated restrictions or limitations relating to specific material, download or print portions of the material from the different areas of the site solely for your own non-commercial use, or to place an order with The Brass Cellar Inc. or to purchase The Brass Cellar Inc. products. Any other use, including but not limited to the reproduction, distribution, display or transmission of the content of this site is strictly prohibited, unless authorized by The Brass Cellar Inc. You further agree not to change or delete any proprietary notices from materials downloaded from the site.

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The Brass Cellar Inc. shall not be liable for any special or consequential damages that result from the use of, or the inability to use, the materials on this site or the performance of the products, even if The Brass Cellar Inc. has been advised of the possibility of such damages. Applicable law may not allow the limitation of exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Typographical Errors
In the event that a Brass Cellar Inc. product is mistakenly listed at an incorrect price, The Brass Cellar Inc. Inc. reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. The Brass Cellar Inc. reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, The Brass Cellar Inc. shall issue a credit to your credit card account in the amount of the incorrect price.

Term; Termination
These terms and conditions are applicable to you upon your accessing the site and/or completing the registration or shopping process. These terms and conditions, or any part of them, may be terminated by The Brass Cellar Inc. without notice at any time, for any reason. The provisions relating to Copyrights, Trademark, Disclaimer, Limitation of Liability, Indemnification and Miscellaneous, shall survive any termination.

Notice
The Brass Cellar Inc. may deliver notice to you by means of e-mail, a general notice on the site, or by other reliable method to the address you have provided to The Brass Cellar Inc.

Miscellaneous
Your use of this site shall be governed in all respects by the laws of the state of California, U.S.A., without regard to choice of law provisions, and not by the 1980 U.N. Convention on contracts for the international sale of goods. You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this site (including but not limited to the purchase of The Brass Cellar Inc. products) shall be in the state or federal courts located in Los Angeles County, California. Any cause of action or claim you may have with respect to the site (including but not limited to the purchase The Brass Cellar Inc. products) must be commenced within one (1) year after the claim or cause of action arises. The Brass Cellar Inc. failure to insist upon or enforce strict performance of any provision of these terms and conditions shall not be construed as a waiver of any provision or right. Neither the course of conduct between the parties nor trade practice shall act to modify any of these terms and conditions. The Brass Cellar Inc. may assign its rights and duties under this Agreement to any party at any time without notice to you.

Use of Site
Harassment in any manner or form on the site, including via e-mail, chat, or by use of obscene or abusive language, is strictly forbidden. Impersonation of others, including a The Brass Cellar Inc. or other licensed employee, host, or representative, as well as other members or visitors on the site is prohibited. You may not upload to, distribute, or otherwise publish through the site any content which is libelous, defamatory, obscene, threatening, invasive of privacy or publicity rights, abusive, illegal, or otherwise objectionable which may constitute or encourage a criminal offense, violate the rights of any party or which may otherwise give rise to liability or violate any law. You may not upload commercial content on the site or use the site to solicit others to join or become members of any other commercial online service or other organization.

Participation Disclaimer
The Brass Cellar Inc. does not and cannot review all communications and materials posted to or created by users accessing the site, and is not in any manner responsible for the content of these communications and materials. You acknowledge that by providing you with the ability to view and distribute user-generated content on the site, The Brass Cellar Inc. is merely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to any contents or activities on the site. However, The Brass Cellar Inc. reserves the right to block or remove communications or materials that it determines to be (a) abusive, defamatory, or obscene, (b) fraudulent, deceptive, or misleading, (c) in violation of a copyright, trademark or; other intellectual property right of another or (d) offensive or otherwise unacceptable to The Brass Cellar Inc. in its sole discretion.

Indemnification
You agree to indemnify, defend, and hold harmless The Brass Cellar Inc. its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.

Third-Party Links
In an attempt to provide increased value to our visitors The Brass Cellar Inc. may link to sites operated by third parties. However, even if the third party is affiliated with The Brass Cellar Inc., The Brass Cellar Inc. has no control over these linked sites, all of which have separate privacy and data collection practices, independent of The Brass Cellar Inc. These linked sites are only for your convenience and therefore you access them at your own risk. Nonetheless, The Brass Cellar Inc. seeks to protect the integrity of its web site and the links placed upon it and therefore requests any feedback on not only its own site, but for sites it links to as well (including if a specific link does not work).



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