Help

 

1. About Musifai

What is Musifai?

Musifai is the first musical instrument e-commerce store that provides instrument rentals and purchase services.

 

What are the advantages of renting an instrument?

Instrument rentals gives you the flexibility to try out different models and different types of musical instruments without the pressure of committing to one. You can browse through our product catalogue, save and prioritize the ones you like, and try the instruments at different times. Our different rental plan options will also make you relieved from financial burdens.

The rental option is of great value to beginners and intermediate-level learners who hope to learn and experience more of an instrument but is hesitant about making a long-term commitment.

 

Are all of the instruments brand new?

For instrument rentals, they may have been used by other musicians, but we guarantee that the conditions of the rental instruments are like new. The instruments are well maintained, clean, and tuned for usage. You can use it upon receiving it without any adjustment.

For instrument purchased, these instruments are brand new and have never been used.

                                                       

2. Rental Process

How does the rental process work?

We offer two types of rental plans- monthly rental and yearly rental.

For monthly rental customers, you will be charged a monthly fee starting from the first month, and on the same date of each month afterwards. During the rental period, you have the option to purchase the instrument at any time, or return the instrument back to Musifai. You will need to cover for the shipping fee upfront. The maximum rental length will be 12 months though- after 12 months’ of rental you will be asked to return the rental or purchase the instrument.

For yearly rental customers, you are subjected to a one time one-year rental fee. You enjoy a lower monthly cost on average. Towards the end of your yearly rental, you have the option to purchase the instrument with no additional charges such as shipping fees. You can also choose to return the instrument back to us. For oversized instrument and instruments at or above Intermediate Plus level, we will only offer the yearly rental option.

We also offer our customers on the yearly plan more benefits, including free learning materials, and access to online exclusive masterclasses. We are striving to offer all our customers more perks in the coming days. You will definitely save more with the yearly rental plan than the monthly rental plan!

 

What is the length of the rental period?

The length of the rental period can be anywhere between one month and a year at your choice, except for oversized instruments and instruments at Intermediate Plus level or above. After one year, you will be asked to either purchase the instrument or return it back to Musifai.

 

Can I switch between different plans?

If you choose the one-year rental plan, you cannot switch to a monthly plan or get refunded for returning the instrument early.

If you choose the monthly plan, you can transfer to a yearly plan anytime during the rental period. We will charge you with the rest of the year’s rental fee at the cheaper average monthly fee. We will also reimburse the shipping fee that you have previously paid.

For example: You rent the beginner level violin on a monthly plan. You’ve paid $25 for the first month and $20 for shipping but decide to transfer to the yearly plan starting from Month 2. You will contact Musifai customer service to switch your plan and we will ask you to pay for the remaining 11 months’  at the yearly rental price ($12/month) upfront. Lastly, we will reimburse the $20 shipping fee.

 

What is the shipping cost?

We will charge a shipping fee from the monthly rental customers. The shipping cost depends on the size and weight of your instrument. It will be displayed in the site’s checkout page. If you are on the yearly rental plan, you will get free shipping on your purchase. You will need to cover the shipping fee for the return of your instrument regardless of your plan option.

 

Can I rent more than one instrument?

Of course! Feel free to choose any instruments and any rental/purchase options.

 

Is the instrument that I buy from your site a new one or pre-owned?

If you buy an instrument and pay the full amount upfront, you will receive a brand new instrument.

 

How long does shipping take?

We ship the product within 2 business days of your purchase. Your order can take 5 - 10 days to arrive.

 

What should I do after I receive the order?

We will contact you through email or phone call within the 48 hours after you make your purchase to confirm that the shipping information is correct.  

When you receive the instrument, you should first check the product to make sure everything is intact and that there is no quality issue. We will contact you to confirm the condition of the instrument as well. If there is any issue with the product, please contact our customer service within 5 days after you received the product. We would gladly exchange the product with no additional charges if there are any defects. If you don’t contact us within the 5 day period, we will automatically note that your product is fine with no issues. When you return the instrument back to us in the future, it shall be returned in the same condition.

 

What if the product is damaged when I receive it?

Please contact our customer service immediately and email us at support@musifai.com with pictures of the damaged product. We will send you a replacement right after assessing the situation. Please ship back the damaged instrument and we will cover the shipping fee.

 

What if I damaged the instrument?

Contact us immediately if the instrument is damaged, regardless of your rental plan or insurance plan. We will evaluate the instrument situation at our discretion and let you know the follow up process.

 

What if I lost the musical instrument or it is damaged beyond repair?

You would need to pay the full retail price of the instrument. You are responsible for loss, destruction or damage to the instruments due to theft, mysterious disappearance, fire, or any other cause, other than normal wear and tear. This is not covered in your insurance plan.

 

3. Insurance

Is there a product warranty?

Yes. Musifai products are designed and manufactured to provide defect-free instruments. We are proud of the experience and craftsmanship that goes into each and every product we carry. We have a 1-year minimum warranty for all products.

For all instruments with the “Musifai” brand, the duration of the warranty is 1 year long, starting from the date of purchase. We will repair or replace the product covered by this warranty if it becomes defective, malfunctions or otherwise fails to conform with the warranty under normal use and service during the term of the warranty, without additional charge for labor or materials.

Repairs may be performed using new or refurbished parts that meet or exceed specifications for new parts. If we replace the product, the replacement may be a reconditioned unit. You will be responsible for any initial shipping charges if the product(s) must be shipped for warranty service. However, Musifai will pay the return shipping charges to any destination within the USA.

Please note that this warranty does NOT cover (a) damage, deterioration or malfunction resulting from accident, negligence, misuse, abuse, improper installation or operation or failure to follow instructions for the product; any shipment of the product (claims must be presented to the carrier); repair or attempted repair by anyone other than Musifai or an Musifai-authorized Service Center; (b) any unit which has been altered or on which the serial number has been defaced, modified or removed; (c) normal wear and any periodic maintenance; (d) deterioration due to perspiration, corrosive atmosphere or other external causes such as extremes in temperature or humidity; (e) damages attributable to lightning damage or (f) drum heads or drum sticks. Any evidence of alteration, erasing or forgery of proof-of-purchase documents will cause the warranty to be void.

For brands other than "Musifai", they should also have manufacturer warranty of or more than one year long. Please see the specifications with each product.

 

What does the insurance cover?

The insurance covers damages due to

  • Unexpected and unintentional spills, drops and impacts

  • Normal wear and tear

  • Dust, heat, humidity

  • heavy usage

We are not responsible for loss, destruction or damage to the instrument due to theft, mysterious disappearance, fire, or any other cause, other than the ones stated above.

 

How to file a claim with the insurance I’ve purchased?

If your instrument is damaged or has any issues, contact our customer service first to get an evaluation on the situation. We will provide you steps in filing your claim.

 

4. Purchase & Rent to Own

Can I purchase the instrument directly from your site?

Yes! If you make the purchase from Musifai directly, you will also be guaranteed to buy at the lowest price online.

 

Can I purchase the instruments I rent? How much do I need to pay in this case?

Of course! We provide a rent-to-own program which allows you to purchase the instrument towards the end of the first year’s rental. Your paid rental fee will be used as credits towards the purchase. You would only need to pay for the difference to own the instrument! (The paid insurance fee and shipping fee cannot be used as credits.)

You can also buy the instrument at any time during the rental period before it ends. The paid rental fee can be used as credits towards the purchase. If you purchased insurance through us, you will be refunded with the remaining unused insurance payment. The used insurance payment cannot be used as credits.

Send us a note or email us at support@musifai.com for more information.

 

What’s unique about the Rent to Own program?

Not all learners know what instrument suits them the best. With the Rent to Own program, you get to try out one or a few different musical instruments before landing on a purchase decision. What makes it even better- you get to choose when to make the purchase. You can buy your rental instruments anytime before the 12 months’ rental period ends. You can also choose to return the instrument back to Musifai. The flexibility is all yours!

The Rent to Own program also allows you to work on your financial situation as a buyer. Your paid rental fee will be used as credits towards the purchase.

 

5. Payment

Do I get charged in one transaction or on a monthly basis?

If you are on the yearly plan, you will get charged in a lump sum for the total rental fee. You will also get free shipping with the plan.

If you are on the monthly plan, you will be charged a monthly fee starting from the first month, and on the same date of each month afterwards. On the first monthly payment, you will also be charged for the shipping fee..

 

How can I pay for my purchase?

We accept all major credit cards - American Express, Discover, MasterCard, and Visa. We also accept PayPal payments.

 

How does deposit work?

We do not charge a deposit for either rental plan!

 

Does the payment stop after I return the instrument?

Yes. For monthly rentals, you must request to end your rental, at least 20 days before the start of your next billing cycle, in order to avoid auto-renewal charges for the following month. Regardless of when you request it, you can still use your instrument until the end of your current cycle.

You will also need to ship back the instrument to Musifai within 3 days at the end of the current rental period. If your shipping date is late by 3 days or more, we will charge you a month’s rental fee as late fee.

 

6. Musical Instrument

How are Musifai instruments different from other brands musical instruments?

Quality is our top pursuit in instrument manufacturing. Our musical instruments are made by top-quality manufacturers in the EU, US and China, which have also been suppliers of many well-known brands.

With our team’s expertise and sensibilities in the music field, we are committed to creating the best experience for you as a customer and as a performer. We screen each of our model’s acoustics, design, and craftsmanship. Moreover, our 24/7 customer service team are always here to provide you with the service and support that you may need.

 

What kind of instrument can I rent?

We provide a full line of musical instruments, including various type of guitars, keyboards, strings, woodwinds, brass and percussions. We also provide major accessories such as cases and guitar picks.