Frequently Asked Questions
1. Orders & Products
Q1: How do I place an order on your website?
Simply add the item you want to your cart, proceed to checkout, and follow the on-screen instructions. After payment, you will receive an Order Confirmation Email.
Q2: Are your instruments authentic and brand-new?
Yes. All products sold on aurosusstore.com are brand-new and quality-inspected before shipping from our warehouse in Tianjin, China.
Q3: Do you offer product customization?
Some instruments support customization. Please contact our support team for details before placing a custom order.
2. Shipping & Delivery
Q4: What countries do you ship to?
We deliver to most countries worldwide. Not sure if we ship to yours? Contact us via email to find out.
Q5: How long does shipping take?
Shipping time depends on your location. After a processing time of 1–3 business days, estimated delivery is:
| Region | Estimated Delivery Time |
|---|---|
| United States / Canada | 5–10 business days |
| Europe (Germany, UK, etc.) | 8–15 business days |
| Other regions | 10–20 business days |
A tracking number will be emailed once your order ships.
Q6: Do I need to pay customs or import taxes?
Customs duties and taxes are determined by your local customs authority. Unless stated otherwise, buyers are responsible for all applicable import taxes.
3. Payment
Q7: What payment methods do you accept?
We accept: Visa, Mastercard, American Express (AMEX), Discover, JCB, Diners Club
Q8: Is my payment information secure?
Yes. All transactions use SSL-encrypted processing, and we never store your payment information.
4. Returns & Refunds
Q9: What is your return policy?
We offer a 30-Day Return Policy for unused items that remain in original condition with full packaging and accessories. Please review our dedicated Returns Policy page for complete requirements.
Q10: Who is responsible for return shipping?
Customer Responsibility: For all returns (including changed mind, wrong size, or personal preference), the customer is responsible for return shipping costs. Original shipping fees are non-refundable.
Defective/Damaged Items: If the item arrives defective, damaged, or incorrect, contact us within 7 days of delivery with photo documentation. After verification, we will provide a replacement or full refund at no additional cost.
Q11: How do I start a return or exchange?
Email us at support@aurosusstore.com with your order number. We will provide an RMA (Return Merchandise Authorization) and full return instructions. Returns sent without prior RMA authorization may not be processed.
Q12: When will I receive my refund?
Once we receive your returned item, it will be inspected before the refund is approved. Refunds are issued to the original payment method within 3–5 business days. Please note that financial institutions may require additional processing time (typically 5–10 business days) for the refund to appear in your account.
5. Warranty & Support
Q13: Do your instruments come with a warranty?
Warranty coverage varies by product. Certain instruments include a limited warranty against manufacturer defects as described on the relevant product page. Please check the product description for specific warranty terms. We also offer repair services; contact our support team for details and pricing.
Q14: How can I receive after-sales assistance?
You can reach us anytime via:
- Email: support@aurosusstore.com
- Contact form: Available on our Contact Us page
Our support team replies within 24–48 business hours (Mon–Fri).
6. Other Questions
Q15: Do you offer free shipping?
Yes. We offer Free Standard Shipping on all musical instrument orders.
Q16: Can I cancel my order?
Orders can be cancelled before shipment. If the order has already shipped, cancellation must follow the regular return procedure.
Q17: Are your photos and product descriptions accurate?
Yes. All images and descriptions reflect the actual product. Minor variations may occur due to lighting or monitor settings, but we never use misleading content.
Last Updated: May 13, 2026
For questions not covered here, please contact us at support@aurosusstore.com