Terms and Conditions - Professor Nigels

Scope

These Terms and Conditions apply to www.professornigels.com, owned by Redleaves Group, LLC dba Professor Nigel’s.

Order Acceptance

All orders are subject to approval at our headquarters in Phoenix, AZ. Our sales associates are ready to take your order Monday – Friday, 9 AM to 5 PM MST. We will do our best to give customers an anticipated delivery date based on product availability and suppliers’ estimations (for backordered or drop-shipped items). These estimations are subject to change.

The Customer is fully accountable for all purchases made on your account. Any unauthorized purchases are entirely your responsibility.

Credit and Charge Card Policy

Visa, Mastercard, Discover and American Express orders are accepted. Please supply your account number, full name as it appears on your card, expiration date, CSC/CVC (card security code) and complete billing and shipping address information. Handling and/or shipping charges will be added to the invoice. All credit card purchases are subject to verification of cardholder information including billing and shipping address prior to shipment.

All international credit cards are subject to advanced verification (billing name/address and shipping address if different from billing) to complete the sale. This may delay the shipment of your order as some countries or regions have strict laws prohibiting personal information requests. Some international banks do not allow verification of your credit card or financial information. Professor NIgel’s will attempt to validate your information but may have to decline a sale if this necessary information is not made available to us. We reserve the right to refuse or cancel orders that cannot be validated. A customer service representative will contact you with further information or make alternative arrangements.

Instant Online Payments

Instant online payments such as PayPal are accepted and supported by Professor Nigel’s. If you do not see your preferred instant payment channel, please Contact Us to inquire if we are able to process your order via that payment channel.

International Orders

International orders are subject to local import fees, duties, customs VAT charges and/or additional taxes in the country of destination.

Professor Nigel’s is not responsible for, nor can give any specific information on import fees, duty, procedures or taxes you must pay when your merchandise arrives. Certain freight carriers have set clearing houses that may incur separate transit charges. If a shipment is refused by you (the Customer), you are responsible for all outbound and return freight charges as well as any penalties up and above the agreed transaction.

We advise you contact your local government customs or import office for information regarding imported merchandise and all steps necessary to receive goods purchased from the United States of America.

Professor Nigel’s will provide all necessary export paperwork to ship your merchandise in a timely fashion. We are required to tag all packages with the exact value of merchandise. All international orders may require extra time for processing. We cannot guarantee time sensitive deliveries

General Sales Policy

Substitutions

We reserve the right to substitute items of comparable function and quality in cases where the manufacturer has discontinued or has difficulty in delivering a specified item. If there is a substitution for one or all your ordered items, we will alert you prior to shipping so that you have the opportunity to cancel your order.

Prices

Prices for all items are subject to change without notice and may be influenced by supplier pricing, parts availability and/or other unforeseen circumstances. Orders will be invoiced at pricing prevailing at the time an order is placed and confirmed via our website, or at the time an order is invoiced. Prices are not guaranteed.

Item Availability

General availability and special pricing for New/Unused, Closeout, B-Stock or Pre-owned/Used items is valid solely for In Stock items only. Quantities may be limited. While we endeavor to keep inventory information on our website and other sales channels current and accurate, we cannot guarantee an item will be in stock at the time of your order. If your ordered item is out of stock, or if a delay in processing your order is expected for any reason, we will promptly contact you to discuss your options. Please contact us if you wish to confirm availability.

Order Cancellation Policy

There is no cancellation fee for orders placed for in-stock items as long as the cancellation request is received, confirmed and approved prior to order shipment. If you are unable to cancel your order from your account on our website, please contact us as soon as possible to process your order cancellation request. Once the order has been delivered to the shipping carrier we will be unable to cancel your order (see the Returns section).

Custom Items Policy

“Custom Items” are any items not normally available on our website either tailored to meet your custom specifications and/or requiring special ordering, parts, handling, labor or freight. We are happy to discuss requests for Custom Items via the Contact page or by phone. Orders for custom items (such as custom specification cables) are processed and manufactured in the order they are received. Need-by dates for any Custom Item must be indicated no later than the time of placing an order. Delivery by the need-by date must be confirmed and approved by one of our customer service representatives. If applicable, please indicate the need-by date when contacting us regarding your Custom Item request.

All transactions for Custom Items are subject to a 35% cancellation fee once the order is confirmed and in process. Custom Items are not returnable or refundable unless defective in material and/or workmanship. Please see the Limited Warrantee and Liability section for more information.

Shipping Policy

Please read all shipping policies as well as terms and conditions before selecting the shipping option on your order. Contact us if you have any special delivery needs, requests or questions.

We cannot not guarantee same day shipping. Shipping time is based on incoming order volume and carrier pickup times.

We always endeavor to ship your order the same day as time allows and depending on when the order is placed. Please contact us with specific need-by dates or delivery times to ensure packages arrive within your scheduled needs. While we will do what we can to assist our customers, we are not responsible for a shipping carrier that does not meet its promised delivery window once a package is in transit.

All orders are shipped FOB from our ship point (typically Phoenix, AZ 85022) unless items are shipped directly to you from the manufacturer (Drop-Shipment).

All orders under $300 are shipped NO SIGNATURE REQUIRED unless the recipient requests signature service. Additional charges will apply for Signature Required service.

Orders are shipped by standard UPS, FedEx, USPS, or the most reliable and economical carrier serving your area unless you request an expedited service. Shipping charges will be prepaid and added to the cost of your order. Special drop shipments on large orders need extra time for production and/or truck shipment. In these situations, shipping charges may follow on a separate invoice.

Shipping UPS and FedEx are based on BUSINESS DAY DELIVERIES ONLY. Weekends are not counted as delivery days by FedEx and UPS through orders placed via professornigels.com. Please contact us if weekend delivery needs to be arranged.

International Shipping will be subject to Import Duties and Taxes upon arrival at the Customer’s (recipient’s) destination country. You, the Customer, are responsible for ALL duties/taxes and/or fees applied by UPS, FedEx, USPS, or your local postal service upon import.

Shipping Quotes

Professor Nigel’s sales representatives make every attempt to provide you with a fair and accurate price quote for shipping costs. Verbal quotes are given as a guideline only and may differ from the exact cost.

Dimensional Size

Dimensional weight considers density, which is the amount of space a package occupies in relation to its actual weight, to determine billable weight. In some cases, dimensional packaging charges cannot always be determined at the time of your order.

Shipping Service Levels

Shipping descriptions like “Next Day”, “2-Day”, etc. are used to denote service levels and do not guarantee when you will receive your order. They represent time in transit after an item has been shipped. The delivery times are based upon item availability and shipping to urban areas within the continental US (48 states). Delivery to rural areas, Alaska, Hawaii, Puerto Rico, APO/FPO and international addresses may take longer.

Return Policy

Pre-owned (Used) & Vintage Items – 7 Days

Pre-owned (Used) & Vintage items may be returned within 7 days of the delivery date following General Terms outlined below.

Pre-owned Instruments (including as new/mint)

Due to the difficulty to obtain most instruments we sell, expense to appropriately pack and ship these items, and additional risk introduced during transit, pre-owned guitars and basses are excluded from the return policy and considered sold “as-is” unless otherwise stated in the item description.

New Items – 14 days

New items may be returned within 14 days of the delivery date following General Terms outlined below.

General Terms

The Buyer will receive a full refund in their original payment method less any shipping, customs fees, or other transit related costs, taxes, and the restocking fee outlined below unless the item was not received as described. The following terms apply to returns for all items unless otherwise stated in the item description:

Contact Professor Nigel’s within 7 calendar days of delivery for Pre-owned items and 14 calendar days of delivery for New items.
Items must be returned in original, as-shipped to Buyer condition with all original packaging and no signs of use.
Buyer assumes responsibility for all shipping, insurance, customs, or other expenses related to transit to and from the Buyer for returned items.
Professor Nigel’s is not liable for any damages to items during return shipping.
The Buyer is responsible for ensuring the return shipment is sufficiently insured and items are packed appropriately in the original packaging materials to prevent damage in transit back to Professor Nigel’s. Damage due to improper packaging may void any return claim filed by the buyer.
Orders from buyers outside the United States of America and Canada are sold “as-is” and excluded from the return policy.
A 15% restocking fee applies to all returnable items and will be subtracted from the refund (except in-warranty defective merchandise or merchandise shipped in error).
Return refunds will not be processed until Professor Nigel’s has received the return from the buyer and verified the item is in the same condition as when shipped to the buyer.
Please allow for up to 5 business days after Professor Nigel’s has received the item to process return refunds.

Return Claims for Items Not As Described

We put great effort into ensuring all items we sell are thoroughly inspected, tested, and well-packed before shipping. In the event you feel an item was received in a condition other than as described, we ask that the Buyer abide by the following policy when returning Items Not As Described. This is to verify that the item was not damaged by the shipping company while in transit to the Buyer and to help us understand the nature of the issue. If the item is reported to have arrived in a condition other than described in the original listing and photographs:

Contact Professor Nigel’s within 7 calendar days of delivery for all items.
The buyer must provide photographic, video, text description, or other appropriate information to Professor Nigel’s detailing reported defect(s) or deviation from the original listing description and photographs before a return will be initiated.
The buyer must provide photographs or video of all packaging materials as received from the shipping logistics company including exterior of box(es) (all sides), interior of box(es), inflatable cradles or other internal packing materials, highlighting any signs of damage that may have impacted your item(s).
Professor Nigel’s is not responsible for any incompatibility with your other music making tools (i.e. non-isolated power supplies, bad grounding, incompatibility with existing connections, cables, etc.)
If the return is approved, Professor Nigel’s will provide a return shipping label.
Items must be returned in original, as-shipped to buyer condition with all original packaging and no signs of use.
The buyer is responsible for ensuring the item is packed appropriately in the original packaging materials to prevent damage in transit back to Professor Nigel’s. Damage due to improper packaging may void any return claim filed by the buyer.
Return refunds will not be processed until Professor Nigel’s has received the return from the buyer and verified the item is in the same condition as when shipped to the buyer.
Please allow for up to 5 business days after Professor Nigel’s has received the item to process return refunds.

If you suspect the item was damaged in transit from Professor Nigel’s to you (the Buyer), please see Items Damaged in Transit.

Shipping and handling charges incurred by any returned item are not refundable. You (the Customer) are responsible for all return packaging and shipping costs (except in-warranty defective merchandise or merchandise shipped in error by Professor Nigel’s).

All returned merchandise must be in the same condition as shipped and include all original, undamaged blank documentation, manuals, warranty cards, accessories, or other items. If any of these items are compromised, missing or lost, we reserve the right to refuse the return or apply a restocking fee above the standard percentage charge. Any returns after 30 days are subject to refusal.

All returned merchandise must be repackaged as “a box within a box” within an appropriately prepared, durable shipping box or container. Do not ship your return in the original manufacturer product boxes as the primary packaging. Boxes are frequently marred and damaged in-transit during shipping, which will degrade the condition of the box, potentially damage the contents and compromise the ability to restock the item. If you do not have the appropriate materials or experience preparing items for shipping, please take your item(s) to a store such as FedEx Office or the UPS Store for assistance with packaging.

Please Note: The following items are not returnable unless shipped in error or defective.

All used/preowned instruments (including as new/mint)
Non-stock/special order items or custom items are non-cancelable or returnable
Bulk Material that has been cut from a master roll/spool, such as bulk cable, shrink tubing, and sleeving
Brand new items not in undamaged, original packaging (sealed original factory product boxes or other packaging)
Manufacturer Direct Drop-Shipped items, if deemed returnable by our returns department, will be subject to the vendor’s restocking fees in addition to Professor Nigel’s restocking fees

All returns may be subject to an inspection and restocking charge or declined return pending condition upon our receipt (except for in-warranty defective merchandise or merchandise shipped in error by Professor Nigel’s).

Professor Nigel’s will make every attempt to assist you if a product you’ve purchased from us has failed or needs repair. We are also happy to assist with repairing or recycling other cables you own! Do not throw them away, put them back in service. Contact Us for details. We do not provide emergency loaner or replacement items.

Please allow ample time for processing your return (typically your next credit card statement). If you have any questions regarding the status of a return and or the eligibility of an item you wish to return, feel free to Contact Us.

Items Damaged in Transit

We take every precaution to ensure your order is delivered as expected, but unfortunately items are still occasionally damaged in transit due to rough handling by shipping company personnel. We ship all items over $300 as Signature Required to ensure direct handoff of your order from the shipping company to you or someone you trust. We also verify all shipments have the appropriate amount of insurance to recoup any costs related to damage in transit. If you notice significant damage to the box and/or shipping materials, or witness improper handling of your order by the shipping company (i.e. box is roughly handled or thrown), please follow the following procedure:

If you notice significant external damage to the box, DO NOT IMMEDIATELY OPEN IT. Alert the delivery person to this issue if they are still present. Thoroughly document the condition of the exterior of the box with photographs and/or video prior to opening, document or gather any additional information (i.e. witnessed mishandling description, home security camera footage).
Notify Professor Nigel’s as soon as possible so we are aware of the issue and provide any information you have available. In most cases, we will open the claim for you as the Shipper. UPS, FedEx, and USPS all have different requirements in this regard.
Depending on the nature of the issue, we will help facilitate resolution of the claim in any way we can and ensure your order is refunded, repaired, or replaced.

We use the finest packing materials available and every effort is made to prevent damage to your ordered items while in-transit. Claims for damaged items must be made with the carrier within two business days of receipt of merchandise. In the event damaged merchandise is received, retain the original shipping carton (box and/or other packaging) as proof and take the following steps:

United Parcel Service (UPS – 800-742-5877)

Contact your local UPS office for an inspection report. Do not return the merchandise yourself. Follow the instructions of your UPS representative. Keep a record of the name and extension of the representative.

Federal Express (FedEx – 800-463-3339)

Contact your local FedEx office for an inspection report. Do not return the merchandise yourself. Follow the instructions of your FedEx representative. Keep a record of the name and extension of the representative.

United States Postal Service (USPS)

If merchandise is damaged, take the package to your local post office and file a damage claim. The post office will investigate the claim and make restitution to cover the damage. Keep a record of the postal representative who assisted you with the claim.

Lost Merchandise Policy

If you chose SIGNATURE REQUIRED at checkout and your item was delivered without a signature, merchandise will be replaced after a claim is filed.
If you chose NO SIGNATURE REQUIRED and the item was delivered but not accounted for, you will be responsible for replacement cost of your items.

Claims and Shortages

Claims for shortages/missing items must be made to within 2 business days of receipt of shipment. Claims for non-delivery must be made within 5 business days from date of invoice in order for us to properly assist you in your claim against the carrier.

Partial Shipments and Backorders

Every effort is made to ship orders fast and complete. We will ship partial orders and backorder where we deem appropriate unless otherwise instructed. Backordered items will be automatically shipped and invoiced when they become available. Partial shipments are due for payment within 20 days of invoice date. Some drop shipments and large production orders may require extra time for delivery (please allow 4-6 weeks). If you cannot accept partials, please indicate in writing on your purchase order.

Limited Warranty and Liability

Products in brand new condition sold by Professornigels.com/Redleaves Group, LLC are warranted to the original purchaser for normal application for a period of 90 days from the date of purchase unless otherwise specified by the manufacturer of a product. If the product is defective in material or workmanship or fails to operate for its intended purpose as described during the warranty period, it will be repaired or replaced when returned to Professor Nigel’s. There are no other express or implied warranties except as set forth herein. Professor Nigel’s shall have no liability or warranty covering you or any third party for special, incidental, indirect, exemplary or consequential damages or any other economic hardship arising out of the use or inability to use the products, and in all cases our liability is limited to strictly to replacement, repair or the value of the product purchased. Professor Nigel’s is not responsible for typographical or photographical errors and reserves the right to make adjustments or corrections due to changes in the market or product discontinuations.

Errors and Omissions

Professor Nigel’s strives to provide accurate and complete information published on our web site. Unfortunately, it is possible some documents and graphics published on this website may contain technical inaccuracies or typographical errors. Professor Nigel’s makes no representations about the suitability of the information and graphics presented on this site. All such documents and graphics are provided “as-is” without warranty of any kind.

If a product is listed at an incorrect price on the professornigels.com website, Professor Nigel’s shall maintain the right to refuse or cancel any orders placed at the incorrect price. If the order has been confirmed and charged to your credit card, Professor Nigel’s shall immediately issue a credit in the amount of the incorrect price.

Note: Professor Nigel’s does not guarantee prices listed on other web sites or price engines for Professor Nigel’s brand products or any other products we sell via the professornigels.com website.