FAQ

 

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.

 

1. The Instruments


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.



For instrument rentals, they may have been previously used by other musicians. 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 purchase, the instruments are brand-new and have never been used.



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.



Sometimes items could be teporarily out-of-stock, while new items might not yet be updated on our site. Please contact our online customer service, or send us an email at support@musifai.com.


2. Rental Process


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 day you sign for the instrument upon delivery. You will need to cover for the shipping fee upfront to send the instrument to you. You will then be charged on that 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. The shortest rental period will be 3 months and the maximum will be 12 months. The maximum rental length will be 12 months. After 12 months’ of renting you will be asked to either return the rental or purchase the instrument.

For yearly rental customers, you pay a one time one-year rental fee. You enjoy a lower monthly cost on average and we cover the delivery shipping cost for you. You will have the option to purchase the instrument or ship the instrument back after 12 months.

For oversized instrument and instruments at or above Intermediate Plus level, we will only offer the yearly rental option.



If you choose to rent by month, the length of the rental period can be anywhere between 3 month and a year at your choice. If you choose the yearly rental plan, you pay for the entire year upfront (if you wish to return it sooner than one year - that is fine but there are no refunds for returning instruments early).

Remember that for oversized instruments and instruments at Intermediate Plus level or above only have yearly rental options.

After one year on either rental plan you will be asked to either purchase the instrument or return it back to Musifai.



For customers on the monthly rental plan, our shortest plan length is 3 months. While you can choose to return the instrument to us any time, we do charge the full value of 3 months’ rental fee at a minimum.



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.



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



Within the 48 hours after you make your purchase, we will contact you through email or phone call 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.

Attention: When you unpack the product, please keep in mind that it needs to be returned in the same condition as you received it. Please make sure that you keep all original packaging and accessories that come with the instrument, which may include (but not limited to) the case, bubble foam, screwdriver, nails, and the paper box the instrument comes in. When you return the instrument, it needs to be in its original condition and show no signs of damage beyond normal wear and tear.

For large size or heavy instruments such as digital pianos and acoustic drums, you need to disassemble them before putting the instrument back into the boxes. Because of this, we suggest that you keep the instruction book. If you lose the book or need any assistance, our online customer support can assist you.


3. Switch or Upgrade


Yes! If you are renting for your child and he or she needs the instrument at a larger size, you can exchange the current model for a larger one. If you've advanced your skills and need a higher level instrument, we can help you upgrade as well.



Within 10 days of receiving the instrument, if you don’t think it’s a good fit, please let our customer service know or email us at support@musifai.com. We can exchange it for a different one. You would need to cover the shipping fee incurred in the process.

Keep in mind that we have a 3-month minimum rental period policy. You have the flexibility to return the instrument anytime after 3 months and order a new one.



We offer a one-time exchange opportunity for customers on the one-year plan! If you hope to get another instrument because you need it at a larger size or higher, you can ship it back to us and we will switch it with another product. If you switch it for an instrument higher than the original one’s price, you will simply pay the discrepancy. We will calculate it for you. You will need to cover the shipping fee to send the original instrument back to us, and we will send you a new instrument. You will remain on the same one-year Rental Agreement as the original piece and the return date stays the same.

For example, you’ve rented a beginner level Musifai violin on 01/01/2018 with the one-year plan for $144 in total (avg. $12/month). You’ve also paid $24 for insurance. Five months into the rental and you want to switch to a Rosalia violin. The one-year plan for the Rosalia is $300 (avg. $25/month). For the switch, you need to cover the next seven months’ difference: ($25 - $12) x 7 = $91


4. Purchase & Rent-to-own


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



The retail price is the original price of the product. It is the total amount you would need to pay if you choose to purchase your products by the end of your rental.

The “Buy Now” price is what you need to pay when you directly purchase an instrument with us. We give a special discount to most of the musical instruments. It’s guaranteed as the lowest price online.



No problem! 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 Repair Coverage 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 enrolled in the Repair Coverage plan, you will be refunded with the remaining unused payment. The used payment cannot be used as credits.

Learn more about our Rent-to-Own program here!



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.



If you directly buy an instrument from us, you will receive a brand new instrument.


5. Shipping & Returns


We ship to all 50 states in the U.S. and to Canada. If you live outside of North America and want to make a purchase, please get in contact with our customer service to get a shipping fee quote.



Monthly rental customers will be charged shipping fee. The rate depends on the size and weight of the instrument. It will be displayed on the site’s checkout page. If you are on the yearly rental plan, you will get free shipping on your purchase. At the end of the rental period, all customers will need to cover the fee to ship the instrument back (if you choose not to purchase it).



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



Musifai strives to provide the best instruments and services to our customers. We want you to be satisfied with your purchase. If you’re not completely satisfied with your purchase, simply return the instrument in its original condition within 30 days of receiving the product. We’ll give you a refund of your purchase, excluding shipping charges.

You can learn more about return and exchange here.


6. Damaged or Defective Product


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.



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



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 Repair Coverage.


7. Warranty & Repair Coverage


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.



We are committed to making the repair process as easy as possible for our customers. If you have enrolled in Repair Coverage and damage the instrument, we will evaluate the condition of the instrument first and give you suggestions on how and where to repair it. We may refer you to a local independent repair service center.

The Repair Coverage plan covers damages due to:

  • Unexpected and unintentional spills, drops and impacts
  • Normal wear and tear
  • Dust, heat, humidity
  • Heavy usage



The Repair Coverage doesn't cover damages due to:

  • Damage from abuse, misuse
  • Battery leakage, improper use of any power supply, introduction of foreign objects into the Product, unauthorized Product Modifications or alterations, failure to follow the manufacturer's instructions, third party actions (fire, collision, vandalism, theft, etc.)
  • Preventative Maintenance, Cracking or other physical or cosmetic damage to the Product
  • The subjective nature of "sound"



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.


8. Payment


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. Please note that our monthly plan requires a minimum of 3 months’ rental length.



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



You may cancel your rental order subject to the following cancellation fees and policies:

If you cancel within 24 hours of placing your order, there is no cancellation fee and you will receive a full refund issued to the original payment method you used for the order.

If you cancel after 24 hours of the order but before it gets shipped out, you will be charged for a fee equal to one month’s rental fee for that instrument.

If you need to return the instrument after receiving it, please follow the Return Policy on the website to get a refund. Shipping charges and other fees may apply.



We do not charge a deposit for either rental plan!



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.


 

 

Still have questions? Give us a call at (+1) 212-378-6735 or send an email to support@musifai.com, we are happy to help!