Return Authorization Request

To begin, please read below, then use the form to request a Return Authorization number. We will process your request and respond within 1-3 business days. After mailing back, please allow standard shipping times and up to an additional 5 business days for the return to be processed by SBM staff.

Types of Returns

  • LIKE NEW RETURNS: Strings By Mail will accept returns in LIKE NEW condition, which are returned within 30 days. Packaging must also be in like new condition. Please pack items securely to avoid damage during return shipping. In store credit will be given for returned items and a 15% restocking fee will be applied. Credit will show as a Gift Certificate in your Strings By Mail online account. For more expensive item returns, a $5 maximum restock fee applies plus $1 each additional item.

  • EXCHANGES: You may place a new order at any time to get your exchanged products faster. Customers are responsible for the cost of shipping returned items back to Strings By Mail. By default, issuing in store credit (Gift Certificate) is the preferred method and will appear in your SBM account, but a refund is also an option.

  • DEFECTIVE ITEMS: We at Strings By Mail do our best to only offer quality items and pack them as safe as possible. Full refund or credit will be given for any defective item purchased from Strings By Mail and returned within 30 days. Strings By Mail will pay return shipping for defective products. By default, issuing in store credit (Gift Certificate) is the preferred method and will appear in your SBM account, but a refund is also an option.

  • INTERNATIONAL SHIPMENTS: Packages shown to be refused by recipient or abandoned at customs or postal offices do not qualify for a refund unless returned to our facility.


  • 30 DAY FRESHNESS: We work very hard at keeping your strings as fresh as possible. We store all strings in a climate controlled environment and we regularly rotate our stock. For this reason, only unopened strings can be returned and only within 30 days so that all of our customers receive the freshest possible strings.

  • NO RETURNS:Sales of Downloads, opened DVDs and opened CDs are final. Due to skin contact, sales of guitar sleeves are final.

  • Strings do break. Strings By Mail will accept returns for strings which immediately have unreasonable problems under normal usage and are therefore clearly defective. However it is an inevitable occurrence that over time strings under tension will occasionally break, possibly develop poor intonation, or otherwise become unplayable. Strings By Mail is not responsible for the varied durability of different products within that context. Additionally, instrument intonation will vary with different tension and diameter strings in combination with the many variables from instrument to instrument. We unfortunately cannot accept returns of strings which demonstrate intonation issues due to a mismatch with a given instrument. Also, when breakage occurs with any frequency it is important to have your instrument checked by a qualified luthier for any imperfections that may cause strings to break.

Return Authorization Request
required information = Required Information
optional information = Optional Information
Contact Information
Order Information
  1. Select the type of return you are requesting.
Reason for Return