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FAQ

INTERNATIONAL SITE

SHIPPING OPTIONS:  We are pleased to offer a limited selection of educational books for delivery outside North America. When you place your order we will contact you with various shipping options and ask for confirmation from you before processing a PayPal or credit card payment.

 

CANADIAN AND US SITE

Returns and Breakages   

1. What is your refund policy? 
If for any reason, you are not completely satisfied with your purchase, you may return it in its original packaging within 30 days for a full refund. (For hygienic reasons, the refund policy does not apply to instruments that are blown into, e.g. recorders, harmonicas, melodians, kazoos, etc.) Of course, if there is a manufacturing defect or shipping damage, the item will be replaced or money refunded. Before returning goods, please first contact our shipping department, and then be sure to package the item securely to avoid damage in transit. When we receive the returned item we will credit your account. We do not accept collect shipments.

2. I've received my order, but one of the items arrived damaged. What do I do? 
Please contact us with your Empire invoice number and let us know which item was damaged. We will send you a replacement together with instructions for you to return the damaged item to us. You will temporarily have a second invoice for the replacement item, but as soon as we receive your damaged item, we will credit your account. If your original order was paid for by a credit card, we will not charge your credit card for the second invoice.

Instruments 

3. What's the difference between German fingering and English/Baroque fingering? 
When you play a scale with German fingering, you remove each finger in succession. If you are using English/Baroque fingering, you would play Low F by holding the middle finger of the right hand up, and all others down. Soprano and sopranino recorders are available in both fingerings, but alto, tenor and bass are usually only available in English/Baroque.

4. Can I tell which fingering my recorder is by looking at it? 
Yes. When you look at a German fingering recorder, the fourth hole from the top of the instrument is larger than the fifth hole. On an English/Baroque recorder, the fifth hole from the top is larger than the fourth hole. Which fingering is the most popular? Both are equally popular. The choice depends on the individual recorder teacher

5. Your ukuleles come in two kinds: tuning peg and machine head. What's the difference? If you are accustomed to the machine heads used on guitars, this may suit you. However, tuning pegs are the more traditional method. The choice really depends on the individual teacher’s preferences.

6. You have High A and Low A tunings for ukuleles. What's the difference?
Some people tune their ukes ADF#B. That's Low A, or D6 tuning. High A, or Traditional C6 tuning, is GCEA. Some people tune High A by singing “my dog has fleas”. There is also a form of GCEA tuning with a low G string. Tell us which tuning you prefer and we will pre-tune your ukulele as requested.

Repairs and replacement parts 

7. Do you repair instruments? 
We are able to repair most of the instruments we sell, provided that we have the parts in stock. Please contact us for cost and availability of parts. We are unable to repair instruments that we do not sell.

8. I really like the look of your starter sets and rhythm sets, but I would like to substitute a different instrument. Can I do this? 
Unfortunately not. Our starter sets and rhythm sets are very carefully designed, and we cannot make changes to them. If a set component is temporarily out of stock, we reserve the right to substitute similar product of equal or greater value.

9. The rubber tubing on my Suzuki or Emus Orff instruments is wearing out. Do you sell replacement tubing and bar nails? 
Just let us know what kind of instrument you need the tubing for (Alto Metallophone, Bass Xylophone etc.). If you need bar nails, please be very specific as to which type of nail for which instrument you need (eg. side hooks for a Bass Metallophone, bar dividers for a soprano xylophone, etc.)

10. My xylophone isn't a Suzuki or an Emus. Will your parts fit? 
Unfortunately not. Each instrument manufacturer has different specifications and parts are not inter-changeable between brands. We recommend that you contact the shop where you made your purchase for assistance.

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