Frequently Asked Questions
Have questions about your order, shipping, returns, or payments? Find quick answers to the most common questions customers ask about shopping with Octavix Studio. We’re here to make your experience simple, transparent, and hassle-free.
SHIPPING & DELIVERY INFORMATION
We proudly offer free shipping on all orders over $25 within the contiguous United States. Whether you're purchasing guitar strings, audio cables, or pro-level gear, if your order meets the minimum threshold and the items are in stock, you’ll receive fast and free delivery with no hidden fees. This policy is part of our commitment to providing real value and a seamless shopping experience for every customer.
Yes, there are a few important exceptions. Free shipping is only available for deliveries within the contiguous U.S. — this excludes Alaska, Hawaii, and all international destinations. Additionally, purchase orders, special orders, and oversized items (such as certain large speakers or cases) are not eligible for free shipping due to their handling and freight requirements. These exceptions ensure we can continue offering competitive prices and reliable service.
At Octavix Studio, we prioritize speed and efficiency. If the items you order are in stock, we typically process and ship them out within one business day. Orders placed during weekends or holidays may be processed the next business day. You'll receive a tracking number via email as soon as your order is on its way, so you can monitor its journey from our warehouse to your doorstep.
If you return an item that qualified for free shipping, the original shipping cost we incurred may be deducted from your refund. This helps us cover the cost of the initial delivery and maintain fair pricing for all customers. For example, if your refund is for a $50 order and the actual shipping cost was $8, your refund may be adjusted to $42. We recommend reviewing our full return policy or contacting our support team if you have any questions before initiating a return.
Unfortunately, our free shipping offer cannot be combined with other promotional discounts, coupons, or special offers. Each promotion is designed independently and must be used separately. If you’re applying a discount code or taking advantage of a special sale, the free shipping threshold or eligibility may not apply — but rest assured, we’ll always work to provide the best possible value on your order.
PAYMENT & REFUND INFORMATION
We accept all major U.S. credit and debit cards, including Visa, MasterCard, American Express, and Discover. For added convenience, we also support Apple Pay and Google Pay, making checkout quick and secure across devices.
Yes! We partner with trusted financing providers like Afterpay, Affirm, and Klarna to offer flexible installment payment options. These services allow you to split your purchase into manageable payments over time — interest-free in many cases — so you can get the gear you need now and pay later.
When you return an eligible item, we’ll issue your refund to the original payment method used during checkout. Once your return is received and inspected, please allow up to 7 business days for the refund to be processed. You'll receive a confirmation email once the refund is complete.
For items that are non-returnable, we may be able to issue a store credit instead of a refund. This credit can be applied to any future purchase at Octavix Studio. If you have questions about the eligibility of your item, please contact us before returning it.
Absolutely. We accept Apple Pay and Google Pay at checkout for fast, secure, and contactless payment. These options offer extra convenience, especially when ordering from a mobile device.
RETURN & EXCHANGE INFORMATION
We offer a 90-day return window for most new products. If you're not satisfied with your new item for any reason, you can return it for a refund, exchange, or in-house credit. Used gear is also covered under our 30-day Used Gear Guarantee if it malfunctions and hasn’t been misused or abused. Some exclusions apply for special categories or non-returnable items.
If you believe your product is defective, please contact our support team immediately at (855) 305-7325 or submit a request through our online support form. If the defect is covered under warranty and reported within 30 days of purchase, we’ll issue a Return Authorization (RA) number and cover U.S. shipping costs for a replacement. For used gear, we’ll issue a refund or store credit (minus shipping) if returned within the 90-day window and it has not been misused.
To return a product, please first contact customer service to obtain a Return Authorization (RA) number. Clearly write the RA number on the shipping label (not on the product box). Return the item in its original condition, with all included packaging, accessories, and documentation. We recommend using a trackable, insured shipping method like UPS or FedEx. For items originally shipped for free, the outbound shipping cost will be deducted from your refund or credit.
Yes, certain products are non-returnable for health, safety, or legal reasons. These include:
Special orders, software, and discontinued/closeout items
Personal items like earphones, harmonicas, and recorders
Used reeds, speaker parts, tubes, and open-box accessories
Turntable cartridges, styli, control vinyl, and ship kits
Mouthpieces and brass/woodwind instruments (subject to a $5–$10 sanitization fee)
We recommend contacting us before purchasing if you're unsure whether your item qualifies for return.
Your satisfaction is our top priority. If there’s any issue with your order — whether it’s damaged, incorrect, or simply not right — contact us right away at (855) 305-7325. Our team will work with you directly to resolve the issue. We stand by our "No Hassle" Return Policy, and we’ll do whatever it takes to make it right and ensure you're completely satisfied.
OTHER INFORMATION
At this time, in-store pickup is not available. All orders must be returned or fulfilled using the same method they were placed. For example, if you place an order online, it must be shipped and returned through our online return process. This helps us ensure accurate tracking and faster service.
We are located at:
18117 Biscayne Blvd
Aventura, FL 33160
You can reach our customer support team by phone at (855) 305-7325 or email us at info@octavixstudio.com. We’re here to assist you with orders, returns, product information, or general inquiries.
Yes, our Octavix Rewards Program is completely free to join! Signing up is easy — just visit octavixstudio.com/rewards/ and follow the instructions to start earning points on every purchase. Points can be redeemed for discounts and special perks.
You can track your order at any time using our lifetime tracking system. Simply go to Order Status and enter your order details to view the current status and tracking information for your shipment.
While we’re based in Aventura, Florida, we currently operate as an online retailer. All purchases, returns, and customer service interactions are handled through our website, phone, or email. Stay tuned for updates — we’re always looking to improve how we serve our community.
Still Have Questions?
Contact us and we will answer any questions you may. Customer Service available Monday to Friday from 9:00 AM to 5:00 PM