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Frequently Asked Questions

Do you offer layaway payment plans on bagpipes and other large purchases?
Yes, we have a number of layaway payment plans for purchases of bagpipes, smallpipes, kilts, drums, etc, from $300-$1800. To arrange a layaway payment plan for bagpipes or another item, just give us a call.
 
If I order bagpipes, how will they come?
Bagpipes will be carefully set up to your specifications. This professional setup is included in the price of all pipes and smallpipes. If you have any questions about selecting bagpipes or choosing your setup, you're always welcome to call or email. Find out more about the special bagpipe setup process at Henderson's.
 
Do you ship internationally?
We have lots of experience shipping internationally and have many customers outside the US. Most orders are shipped via Priority Mail International or Express Mail International, both of which are very reliable services. Depending on the items ordered and service availability in the destination country, other services, like UPS, may be used. We will select the service that provides the best combination of trackability, reliability, and speed to your shipping address. Shipping charges are based on order values, in most cases--See Chart. If your order total exceeds $2000.00 or if it includes multiple boxes or oversized packages, we will need to quote the shipping charge. If the freigth charge must be quoted, we will contact you with the price, so you can approve shipment or change your order. We do not guarantee worldwide delivery unless a third party service like DHL, FedEx or UPS is used. These carriers provide portal to portal detail and ensure higher accuracy in delivery than typical mail service. Any taxes or duties are the responsibility of the recipient.
 
When will my credit card be charged?
Even though credit card details have been submitted with your order, no charges are made until the order is processed and actually on its way to you. Occasionally, a deposit is taken, but this is rare, and customers know in advance that it will be the case. Similarly, layaway plans are available, and customers may arrange to make multiple payments on an item before receiving it.
 
How long will it take to get my order?
New orders are reviewed throughout the day. If your entire order is in stock, it will generally be processed and shipped same day (M-F). If an item is currently out of stock, or there is a question about your order, we will contact you with the details. Any order that includes an email address will be notified with an email copy of their invoice. Date of shipment and method of shipment appear on the invoice. Additionally, a ship notification will be sent, indicating the shipping method and tracking information. Standard shipping usually takes 3-5 business days.
 
What if an item is out of stock?
When you check out online, you'll be given a choice of what you'd like us to do if one of your items is out of stock. In other cases, or if you request a call or email, we will contact you and inform you of the status of the item and the option to wait on the product, reorder, or cancel the order. We can also suggest substitutions for an out-of-stock item.
 
What shipping services do you use?
Our standard options for shipping are Priority Mail or UPS Ground. Unless specified, we will use the service that makes the most sense for your order. We provide additional options for Next Day, 2nd Day, 3 Day Select, Express Mail, FedEx or international shipping at higher rates.
 
What about Special Orders?
Special orders are often easily included with a regular order placed with one of our suppliers. Special sizes, colors or other non-stocked item may require a deposit. Depending on the supplier and their location and the product you've requested, orders can take from just a few days or weeks to several months. Waiting for special orders can be difficult. We frequently follow up with the suppliers and pass along any updates provided to us.
 
What if an item arrives damaged?
Upon receipt of a defective or damaged product, contact us immediately for an RMA form, and save all packaging. Likewise, if an item is received in error contact us right away, before sending your item back. In any of these instances, Henderson's will provide return postage, arrange for UPS return services or make adjustment to your account for the cost of return shipping.
 
What if I don't like what I got?
We want you to be happy with your purchases, so you can reurn your item in "like new" condition within 10 days. If you'd like to return something, please call or email first, and we'll send a Return Authorization number and form for you to enclose in the return package. In this case, return shipping cost is the responsibility of the purchaser. Please do not send returns without authorization.
 
Can I exchange an item?
Of course. If you need to exchange an item for another size or color, contact us right away, and we will provide an RMA form to assist in making the exchange. The new item will be sent upon receipt of the return package, and price differences will be handled at this time. The cost of shipping merchandise back to us is the customer's responsibility, but we will pay standard shipping on exchanges for different colors, sizes and similar items.
 
Repairs and warranty?
Not all of the items we sell come with a manufacturer's warranty. In many cases we will make a courtesy exchange for standard in stock items for a period of 90 days from the date of purchase. Generally, larger cost items like bagpipes, pipe bags or pipe cases have a limited warranty. Many pipe repairs require returning the damaged part to the manufacturer. It is not uncommon to for a repair to take 4 weeks or more. Ordering bagpipe replacement parts may also take a month or more since the parts will have to be made. We can provide this service or you may choose to contact the maker directly. We cannot provide loaner parts. Contact us for help with any specific warranty questions or concerns.
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Holiday Shipping Promotion

We are happy to help! If you have questions or would like assistance with your order, just call, chat, or email.

Promotion Details & Exclusions

Promotion applies to standard shipping within the U.S. only. For free shipping, order must total $199 or more before shipping and taxes. Free or flat rate shipping is not available for bass drums, bass drum cases, or bagpipe services. Promotion applies to orders placed on or after November 29. Offer ends December 14, 2012.