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FAQ Q/A Restore

Shipping and Tracking

Why don't I have a tracking number?
If you don't have tracking there are three possibilities, your order hasn't shipped yet; the tracking didn't update when it was shipped which can be fixed and emailed again; or it has just been picked up and hasn't started hitting scan check points.
I paid for 3 Day Shipping. Why is it taking 5 days to arrive?
Shipping days are based on business days, which doesn't not include Saturday or Sunday. Any order with 3 day delivery ordered on Wednesday night will go out on Thursday and arrive on the third business day which is Monday. Please make note that holidays effect shipping days.
How can I track my order?
You can see all the important information regarding your purchase under Orders on your My Account page, including order number, payment method, shipping address and method, and tracking number.
Is international shipping free?
No, for international shipping you will need to pay for USPS priority shipping checkout. You may also choose UPS, which is a more reliable shipper.
Why does international shipping take so long?
When an order is going to another country it is estimated to take 8-12 business days because the package goes to multiple check points as well as passing through customs to make sure the package is safe and headed in the right direction. Once through customs the delivery will be finished by your countries postal service.
Will there be customs fees when I receive my order?
It is possible that you will be charged duties or fees for an international order by customs. We do not have any control over this, nor do we have a way to predict the amount. We will not be able to put the order description as a gift to try and avoid this. For information on what causes these fees or how much they could be please contact your country's customs office.
My product arrived with damage?
Please send detailed photos of the product and the box it came in to orders@vintagevibe.com along with your name and order number. This will help us determine if it is a shipment issue or a shop issue and we can proceed accordingly.
Can I pick up an order / piano if I'm local?
Absolutely! Please call us so we can plan accordingly.
Can I have an order shipped to a hotel?
Yes we do ship to hotels. Please provide the name of the hotel as well as you room number and the dates you will be there so we can make sure the package will make it in time.
I paid for an express shipping option, why has my order not shipped yet?
Shipping times are based on business days and work hours. If you paid for shipping on Saturday or Sunday which are times we are not in the shop we will ship you order first thing on Monday with your expedited shipping request.

Website

The website is not working so how do I place my order?
If you are unable to place an order through our webstore, please send us an email with the list of parts you would like to order, and we'll get back to you within 24-48 hours.
Is it easier to place an order over the phone or online?
We can take orders over the phone, but it is better to use our site to make sure you can see the information is correct. The order will be dropped into our timeline of orders as soon as you get your confirmation email.
How do I edit my account info?
Click “Edit My Account” under “Sign-In Email” on your My Account page. From there, you can create a new password, update your email address and change the name on your account.
How do I add/edit a credit card?
You can add a new credit card during the checkout process when you place an order. Within your account, you cannot add a new credit card or edit an existing one. You can only delete the credit cards used for previous purchases.
How do I create a password?
You create a password when you first sign up for an account. Your password needs to be a minimum of eight characters long, and include at least one number and one special character, such as !@#$%^&*()+[ ]
How do I reset my password?
Simply click “Forgot Password?” on the Login page, then enter your email in the following page, and we’ll send you instructions on how to reset your password.
Do I need an account to make a purchase?
No, you can check out as a guest at any time. Click the cart icon in the top right corner of the website. When you click “Proceed to Checkout” in your cart, you have the option of checking out as a guest or creating an account.

By creating an account, you can shop faster and more efficiently with us. We save your credit card profile and shipping information for a seamless checkout experience.
Where can I view my order history?
Right on your My Account page under Orders. Every purchase that has shipping within the U.S. is visible. (Returns, however, are not reflected.)

How do I return an order?
Follow these easy steps:
1. Contact our customer service at orders@vintagevibe.com
2. Tell us your original order number and which item(s) you'd like to return.
3. Mail us back the item(s)
5. Once the return is received and processed, we’ll contact you to confirm that a refund has been issued. (This usually takes about 5 business days from receipt of the return.) Your return may be subject to 25% restocking fee.
Please note: The order history on your My Account page does not reflect the return status.
Will you share any of my information once I have an account?
No, we will never share your information.
Why does it look like I’ve been charged twice?
If you think you have been charged twice because your credit card or bank says your account has been charged for multiple charges due to the fact that you tried to place an order more than one time due to technical errors. This is not the case. When using a credit card or debit card for online purchases, every time you put your card into the system a hold gets put on your account for the amount your charging to secure it for the purchase. If you only receive one confirmation from us, this means you only have one order which has gone thru, the other money will be released back to your account within a couple days. This is standard practice by any credit card company and has nothing to due with us. This is a very common question and the answer is that your money will be released from a hold in 24-48 hours after initial charge.

General

How much does it cost to tune up my keyboard?
This is a question we get often and a question that we cannot answer. All repairs are different and any kind of refurbishment is unique. What you might think it needs is probably just the tip of the ice berg; without us first seeing the instrument and discussing it with you we cannot say. Although ultimately we will perform only what you wish for. We will say that we do have a minimum charge of 250.00 for any job on a vintage keyboard. Our rate is 95.00 an hour plus parts in our shop. The average Wurlitzer or Rhodes repair is around 4-8 hours, sometimes more depending on the service it requires. This should give you an idea of what a general cost is. Refurbishing is a different story and will require much more time and thought.
My reed came and it was not the right note, it was flat. What do I do?
Yes, it is the right note. Wurlitzer reeds have been coming flat since the first one ever sold by the factory over 50 years ago. This is standard practice; you must file it to bring it up to pitch. We offer pre tuned reeds at a cost, you can choose to have us pre tune them for you. Owning a Wurlitzer or Rhodes is a hands on responsibility, it takes money patience and practice. Owning one of these classic keyboards is for the generous giving spirit only, if you are thrifty and do not want to spend time learning or money paying someone to nurture the piano, than we suggest these are not for you. One thing for sure is that they are the only thing that will ever give you that classic tone.
Can you help me with my problem over the phone?
While we are here to help and love to help out, we have a lack of time to properly take care of our repairs in the shop due to phone distractions. Therefore phone tech support is restricted to 2 minutes per call, please email us questions to our message board if you feel you’re question cannot be answered in this time. Our Message board is there so others can learn from your questions. Phone calls just take away time from our busy schedule repairing amplifiers and pianos.
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