Frequently Asked Questions

How long long do I have before I can't return my strings?

  • String return windows will be a full 14 days with the start being defined upon receiving the strings and not upon purchase.

Can I return a new string purchase?

  • Yes of course! If it is within 14 days of receiving said strings, you can definitely request a return. Free shipping is included on all string returns. However, a:

35% restocking fee for sets

45% restocking fee for single strings

exists that will be deducted from your refund. To start a return, please contact us at info@soundboxstrings.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us
without first requesting a return will not be accepted. 

What is your return policy?

We accept returns for all items EXCEPT purchased rosins, pencils, gut strings, and post-trial returned strings/sets. If you are unhappy with your purchase, please contact us at info@soundboxstrings.com and we will do our best to make things right. Once a return is initiated, we will send a pre-paid shipping label. Upon receiving the return, we will fully refund the item minus any shipping costs or restocking fees associated. See below for return windows, shipping costs, and restocking fees for specific items:

Return Windows:

  • 14 days: all Purchased Strings, Rosin Flight trials and
    Purchased Accessories (except purchased rosins and pencils).
  • 21 days: Single String Quartet trials

Return shipping:

  • Free: Purchased Strings, Single String Quartet trials, Rosin Flight trials
  • $10: Purchased Accessories

Trial (restocking) fee:

  • Free: Single String Quartet trials, Rosin Flight trials, and Purchased Accessories
  • 35%: String Set Purchases
  • 45%: Single String Purchases

Return Window Definition:

A return window begins when you receive the item and not
upon purchase. Once a return window ends, you will no longer be able to request
a return.

To start a return, please contact us at info@soundboxstrings.com. If your return is accepted, we’ll send you a return shipping label, as well as
instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Do you offer free return shipping?

On most items, yes! Please see below:

  • Free: Purchased Strings, Single String Quartet trials, Rosin Flight trials
  • $10: Purchased Accessories

Are there any items I can't return?

Yes. Unfortunately we cannot accept returns for rosins, pencils, gut strings, or post-trial returned strings.

Do you have any restocking or trial fees involved with returns?

If you purchased a trial item, returns are free with free return shipping! However, some fees are involved with returns of purchased (non-trial) items. If you don't you item listed below, no return fees are involved:

  • String Set Purchases

Violin: $49

Viola: $59

Cello: $99

  • Single String Purchases

Violin (E, A, D, G): $10, 15, 18, 20

Viola (A, D, G, C): $15, 18, 20, 25

Cello (A, D, G, C): $25, 30, 35, 40

What are "post-trial" strings?

  • Post-trial Returns are strings that have undergone a trial and been returned to us. We offer a 40% discount for strings that have only been on 1 instrument for a maximum of 2 weeks, or up to 60% for strings that have been out for more than 2 weeks. All post-trial returns are rigorously inspected and are sold without any major defects with a majority of their lifespan intact. Post-trial strings are considered final sale, and as such, we cannot accept returns.

What happens if I break a string on trial?

  • If the string breaks within the first 4 days, we ask that you contact us at info@soundboxstrings.com and send the broken string back (free shipping of course). Within the email, please specify if you would like us to send out the same strings.

Do you price match for new strings?

  • At our own discretion, we will price match with other online stores that specifically sell only musical instruments and accessories. We will not price match with sites such as Amazon, eBay or other marketplaces. Please contact us at info@soundboxstrings.com with the "Price Match" in the subject line, and include the website link of the string set you would like price matched in the body of the email. We will price match at our own discretion.

Would string trials be helpful for my son/daughter if they're just starting out?

  • Yes! If your son or daughter thinks their instrument's strings sound off, they could be correct. The strings might be old or false. Our trial program can help them get a sense of what string manufacturer, type, and overall sound they'd like to acheive through their instrument.

How does shipping work?

  • All purchases and trials $45 and over are covered by us! Return shipping is also covered for all trials as well as any purchased strings. Unfortunately if you live in Hawaii or Alaska there will be a small shipping charge.

When does the trial start?

  • All trial items (including strings and string sets) begin upon receiving the product and not upon purchase. That way, you can enjoy the full 14 day trial period (21 for Single String Quartets) before any decision has to be made. Unfortunately once the trial period has ended, we cannot accept returns.

How do I initiate a return of trialed item before the deadline?

  • We're sorry the string didn't work out for you. Shoot us a quick email at info@soundboxstrings.com with "{My Product} Return" in the subject line, and we will help get you sorted.

What happens if I accidentally return the wrong strings?

  • No problem, mistakes happen! However, should you want your old strings back, we will charge to ship your old set back to you. Additionally, you will be responsible for sending our strings back to us. If you do decide to keep the strings, we will charge the full list price minus the trial price and send your old strings back free of charge.

How will I know which string(s) are from SoundBox and which is my own?

  • Only Single String Quartets will have custom shrink wrap on top of the manufacturer's winding. You'll clearly be able to tell our strings from others during the trial. Check out our How It Works page for more info on our custom shrink wrap.
  • Starting February 2024, none of our trial strings or purchased strings will have custom shrink wrap.

How do I buy the string(s) that are out on trial?

  • If you know early on that you would like to keep the strings, contact us at info@soundboxstrings.com to let us know that you would like to purchase the strings you have on trial. Otherwise, an automatic charge will be placed on the card you used for the trial the day after your trial expires. If any questions arise, don't hesitate to contact us directly. We're here to help!

I missed the return deadline but still want to initiate a return, can I still get a refund?

  • If you would like to return the items you have purchased but missed the return window, please contact us at info@soundboxstrings.com and we'll work with you to make things right.