Questions? Call us at 888-756-5777

Company Policies

COMPANY POLICIES

 

Tracking and Order Status Questions:
  1. Q) Can I track my order online via ruppsdrums.com ?
  2. A) At this time we do not have an automatic order tracking function built into the website
  3. Q) How can I track my order?
  4. A) If you would like a tracking number on your order, please email rupp@ruppsdrums.com and we'd be happy to provide your tracking number! In the email, be sure to include your full name, email address, order date, and order number.  Please wait at least three (3) business days after ordering before submitting a request and allow up to two (2) business days for a response. If your item was shipped from our primary warehouse, you will automatically receive tracking information emailed to you within 3 business days of shipment of your order.
  5. Q) Why does it take so long to get a tracking number?
  6. A) Unlike other larger sites, we do not always ship from a central warehouse location.  Instead, we have a retail location and several smaller warehouse locations throughout the country.  We also drop ship from the manufacturer whenever possible to keep your costs down and to retain inventory for local customers. Because of this method, it often takes several business days after an order is placed for tracking information to become available to our staff.
 
Privacy Policy
We use the latest technology to insure that all of your personal information is as secure as possible at all times.  In addition, please note that many credit card companies have online shopping protection on your cards. Call your credit card company for more information.  We are certain that they would be more than happy to answer any further questions you may have on this issue.  
In addition, all of your personal information will be kept absolute confidential.  We do not give out any personal information to any individual or business. We also do NOT store your credit card information. Please email rupp@ruppsdrums.com for any further questions and we'd be happy to answer them for you! 
 
Disclaimer
  1. Q) Why do we have items that require a call or email for price?
  2. A) Due to forces beyond our control we are sometimes regulated by the manufacturers as to the price in which we can post on our site.  However, here at Rupp’s Drums we like to sell you gear at the best possible price... which may be below the price stated by the manufacturer.  Feel free to call or email us on any price, posted or not, and we will do all we can to get you the best price. Please contact rupp@ruppsdrums.com for any further questions!
  3. Q) Do you beat competitor's prices?
  4. A) Here at Rupp’s Drums we always strive to give you the best price possible.  We are fully authorized dealers of the brands that we carry and because of our top level discounts with these suppliers we regularly offer competitive prices for our customers.  In most instances, we can beat a price. Each quote is done on a case by case basis.
-In order for us to beat a competitor’s price, please call or email us and we’ll see if we can beat the price.  Please include the item description(s), the product number of the item(s), the name of the competitor with the lower price, and your physical address.  If you are sending an email, please send a direct link to the page that the item(s) are on. In most instances, we will need to verify the competing price before offering you a lower price or price match.
  1. Q) Do you do custom price quotes?
  2. A) Absolutely! We specialize in custom quotes and our customer service steam is more than willing to work with you one on one as if you were standing in our store.  Please email us for a custom quote request. Please include a list of the items you are looking for and your physical address in the request. Please contact rupp@ruppsdrums.com for any further questions.
Price Misprints
Occasionally, there are price misprints on our website.  We will do our best to honor printed prices. However, there are certain situations in which we will not be able to honor the printed price.
  1. Q) How do promo codes and store coupons work?
  2. A) At checkout, there is a field that says "enter promotional code".  Simply enter your promo in the field. If you happen to have a promo code and it isn't working for whatever reason, please call us at 303-756-5777 and we would be glad to apply the promo code over a phone order if applicable.  Due to vendor pricing guidelines, promo codes and store coupons aren't good for all product lines.
  3. Q) Do you offer any financing?
  4. A) Yes, we do offer financing programs through Synchrony Bank.  In many cases we can offer 6-month financing and in a few cases we can offer 12 month financing.  Please contact us by phone or email us for more details on our financing programs.
  5. Q) Do you have a privacy statement?  How do you use email addresses?
  6. A) Yes, we do.  We will never give away or sell your personal info to anyone at anytime.  We only use it to keep you updated on special deals and promotions through occasional emails.
 
Payment Methods
Rupp's Drums currently accepts the following Payment Methods:
  • Credit cards: Visa, MasterCard, Discover, and American Express
  • Cash
  • PayPal: PayPal customers must have a confirmed address with PayPal.  Please see www.paypal.com on how to get your address confirmed if you don't have one already.  We will only ship your order to the confirmed address on file with PayPal.
  • Apple Pay (in-store only)
  • Money order and cashier’s check – (we may have to wait for the check to clear depending on the type of money order or cashier’s check).
Additional Information on payment methods for U.S. Customers:
  1.       We prefer to ship orders from first time customers to the billing address on the credit card.  If your order must be shipped to an address different from the billing address, we will contact you to get more information to protect cardholders & us from unauthorized transactions.  We may also ask that you call your credit card company to add the new shipping address as an alternate address on your account.
  2.     For payments made by PayPal, PayPal must show that you have a confirmed & verified shipping address (contact PayPal for more information on making sure your shipping address is verified in their system).
  3.       For payments made by money orders and cashier’s checks, we may need to wait for the cashier check or money order to clear at our bank before shipping your order.  This will take at least 10 business days from the time we receive your payment. Please refrain from sending cash through the mail due to the risk of loss. Rupp’s Drums t is not responsible for any lost cash that is sent in.  Please email rupp@ruppsdrums.com for any further questions.
  4. We DO NOT accept any Western Union payments (except money orders) or any sort of bank/wire transfers.  Please contact rupp@ruppsdrums.com for any further questions.
International Customers - Rupp’s Drums is able to ship to certain international countries.  Please email us with your address for an international shipping quote before ordering online. We accept all four major credit cards (listed above).  However, due to issues of fraud, we must insist that all international orders be shipped to the billing address on file at the issuing credit card institution.  We also must be able to verify the billing address. If a different shipping address is needed, the order must be paid with an international money order which can be purchased at any financial institution.  We will need to wait for the cashier check or money order to clear at our bank before shipping your order. This will take at least 10 business days from the time we receive your payment.
We do accept payments made through PayPal for some countries; however you must email rupp@ruppsdrums.com before ordering to verify that your country is listed.  In addition, all PayPal payments must have a verified shipping address in PayPal’s system (please contact PayPal to check if your shipping address is verified within their system).  We also may require that you scan and email a valid copy of your driver’s license & a copy of a utility bill showing the address that we are shipping the order.
 
Shipping & Returns
Shipping Questions
Domestic:
  1. Q) What shipping methods do you use?
  2. A) (Continental USA) - We utilize UPS ground services for standard orders. If you need expedited shipping, we can offer 3 day air, 2 day air, as well as next day air in most cases.  Please call us at 888-756-5777 for rates and availability.
  3. A) (Alaska / Hawaii) – We utilize FedEx, UPS, or USPS for all shipments going to Alaska or Hawaii depending on size and weight restrictions. Shipping rates vary by zip code.  Note: “FREE” shipping is not available for Alaska / Hawaii.
  4. A) (APO’s FPO’s) - We utilize USPS for shipments to these areas.  Note: “FREE” shipping is not available for these areas. Please contact rupp@ruppsdrums.com for more information & shipping price quotes.  Also note, there will possibly be customs, duties, taxes charged on shipments to these areas that will be collected by the carrier upon delivery.  You are responsible for these fees.
  5. A) (United States Provinces & Commonwealths e.g. Puerto Rico, Guam) – We utilize DHL, FedEx, UPS, or USPS for shipments to these areas.  Note: “FREE” shipping is not available for these areas. Please contact rupp@ruppsdrums.com for more information & shipping price quotes.  Also note; if there are customs, duties, or taxes charged on shipments to these areas they will be collected on delivery. You are responsible for these fees.
  6. Q) How long does delivery take?
  7. A) Most in stock items ship out in 1-3 business days from the date we receive payment. Ground shipping will then take 1-7 business days depending on your location.  Please allow 4-10 business days from payment date for delivery. In the event that your order will be delayed for any reason, we will notify you within 24-48 hours. Please note that we do not ship on weekends or holidays.
  8. Q) How much does it cost?
  9. A) On certain items we charge exact shipping and handling regardless of order size.  We do add additional shipping charges on large, heavy, and oversize items. These items include but are not limited to drum sets, large drumheads, large hand drums, hard drum cases, individual drums, drum racks, guitars, and amps.  Also, many items on our site have FREE shipping for continental US customers. If you are outside of the continentals US, please email us at rupp@ruppsdrums.com for a shipping price quote.
International Shipping Information:
  1. Q) What shipping methods do you use?
  2. A) We utilize DHL for most orders going outside the USA.  In some rare instances, we will use USPS depending on size and weight restrictions. We primarily use DHL because we have negotiated rates with DHL that are far less than FedEx or UPS and are comparable to USPS Global Express. In our experience, DHL offers service that is superior to the carriers mentioned above. For Canadian customers, we ship via UPS Ground only.
  3. Q) How much does it cost?
  4. A) For an international shipping quote, please email us at rupp@ruppsdrums.com with your address and the items you wish to purchase and we’ll get back to you.
  5. Q) Will I have to pay any duties / taxes / VAT?
  6. A) Most countries do charge taxes on imports.  You are responsible for any of these fees. DHL, USPS, UPS, or one of their agents will collect upon delivery. As rates vary from country to country, please contact your local authorities for current rates as we do NOT possess any of this information.
  7. Q) How long does delivery take?
  8. A) Most international orders ship in 4-7 business days from the date when we receive payment.  DHL requires 3-5 business days from there to deliver items to most destinations. Please allow 8-12 business days from date of payment for delivery unless otherwise noted.  In the event that your order will be delayed for any reason, we will notify you within 24-48 hours. Please note that we do not ship on weekends or holidays.
Return Policy:
  1. We allow 30 days from the date you received your order to set up a return or exchange. All returns must have a return authorization number before making the return.  To set up a return, please email us at rupp@ruppsdrums.com or call us at 888-756-5777 and you will be given a Return Authorization number (R.A. number).
  • Any returned items will not be accepted without an authorization number. All original packing materials must be included, and merchandise must be in NEW condition.
  • Customers are responsible for paying any shipping charges on all returns unless they received a damaged or defective item and are exchanging it for another item of the same make and model.
  • If you decide to return an item for exchange or refund, then you are responsible for any shipping and handling charges including shipping charges to your door for products that have “FREE” shipping.
  • Refunds for any returned item will be subject to a restocking fee of 20% of the item value as well as any actual outbound shipping fees that we incurred including shipping charges to your door for items that have free shipping.
  • Most items that are in new condition, include original packaging materials and are returned for exchange or exchange credit toward a later purchase will not be assessed a restocking fee. Items returned for exchange or exchange credit toward a later purchase will be credited for the full item value minus any outbound shipping charges.
  • Returns are not allowed for Special Order Items.  Special Order items are those which are not readily available and must be ordered from the manufacturer. Special Orders require roughly 90-120 days for delivery time from the order date and these transactions are non-cancellable. We require a non-refundable full deposit on all special order items. Should a Special Order Item be delivered in damaged or defective condition, the situation will be resolved by a claim with the shipping courier or with the manufacturer if it’s a warranty claim.
  • We do not allow returns for the following items: drum heads, drum sticks, individual drums, books, videos, software, cleaning products, and small parts.
  • Please note that refunds to your credit card may take an additional 2-10 business days for you to receive the funds to your account.
Returns address:
Rupp’s Drums Returns, RA #
2045 S Holly
Denver, CO 80222
 
Common questions:
  1. Q) Do you have a physical store front as well?
  2. A) Yes, we do. It is located in Denver, CO.  Our address is listed below.
  3. Q) What hours are you open for business
  4. A) Mon-Fri 10:00 AM - 7:00 PM, Sat  11:00 AM-6:00 PM, Sun 12:00 PM - 5:00 PM
Contact Methods:
Toll Free Phone: 888-756-5777
Local Phone: 303-756-5777  
Fax: 303-942-3474
Email: rupp@ruppsdrums.com
Mail:
Rupps Drums
2045 S Holly
Denver, CO 80222

Free shipping

On most orders

30 day returns

Some exclusions apply

Customer satisfaction

Over 10.000 customers

 

 

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