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Frequently Asked Questions

Quickly Find Answers to your Questions by selecting a Category
Rental Contracts
Rental Payments
Instrument Return/Exchange, Step-Ups and Repairs
Return & Shipping Policy
Account Creation
Placing an Order


Should I Rent or Buy an instrument?
Renting an instrument allows your child to use a reliable, quality, name-brand instrument without the costly investment of purchasing. Often times hand me downs or “online deals” can result in costly repairs and discourage them from success. Students are more likely to continue their music studies if they have access to quality, well-maintained instruments that are a pleasure to play instead of a struggle. Renting also gives you a worry-free return policy if you ever wish to return or exchange to a different instrument.

Should my child take private lessons?
Private lessons give your child individual attention they may not be able to get in a school band or orchestra. Private instructors can focus on specific strengths and weaknesses, help prepare for auditions or concerts, and give an opportunity to explore different styles of music and advanced techniques your child may be interested in.


Rental Contracts

How do I rent an instrument online?
To rent an instrument online, please select the Rent Online “Take Me There” button on our home page. Enter your Zip Code. This will bring you to the Rental section. Select the appropriate instrument, and read the on screen instructions. Please read our Rent to Own Agreement before agreeing to the terms of the contract. You may change any of the options on the screen. If applicable, please select the appropriate size, and select “Continue” on the right side of the screen. For help creating account, please visit “How do I create an account?” below.

Can I do a rental contract over the phone?
Rental contracts CAN NOT be done over the phone. Contracts may be filled out online, in our retail store, or through your school system’s rental night (September/October only).

What is “Repair & Replacement” and why should I get it?
Repair & Replacement (or R&R) covers your instrument in case of accidental damage, theft or loss. This includes repairs and adjustments required in the normal use of an instrument, and does not cover intentional damage. At some point, every instrument should be regulated, adjusted or serviced, so we recommend our repair policy to every rental customer. This policy also covers the replacement of cases, mouthpieces, bows, strings, and other required items. It does not cover expendable accessories (reeds, cleaning cloths, etc). For complete information, please read our Renewable Rent to Own Contract.


Rental Payments

I didn’t get a bill! How do I know when to pay my rental?
David French Music Does Not Bill. You will only receive a monthly statement as a regular reminder when payment is not received by the due date indicated on your contract. For your convenience, we offer automatic monthly payments charged to a credit card.

What are my Rental Payment options?
Autopay’: An automatic monthly credit card payment through our company.
Online: An easy and secure way to make payments with either credit card or PayPal.
Automatic Banking : Many banks offer monthly bill pay where you setup the account and the bank sends us a check.
Phone: Payments can be made over the phone by mastercard or visa.
Check : Personal checks must include your account number and should be mailed directly to our office.
Moneyorder/Moneygram : Money orders must include your account number and should be mailed directly to our office.
Store: Rental payments can be made by cash, check, visa, mastercard or discover in our retail store.

Can I pay my bill online with my PayPal account?
Rental and Lesson payments can be made online via Paypal. Please be sure to include your child’s name and account number in the  “Add Special Instructions to Seller” section. If you are a Lesson parent, please include “LS” with your account number. Please visit http://www.davidfrenchmusic.com and select the “Make a Payment” box on the home page to be taken directly to our personalized paypal page.


Instrument Return/Exchange, Step-Ups and Repairs

How do I return an instrument?
Though we are sorry to see you go, instruments may be returned at any time during the rental period. Our office MUST be contacted for instructions either at (800) 366-5993 or via the Contact Us form on our website. All payments must be up to date at time of return. Rental payments are not prorated and therefore cannot be refunded. You are responsible for the instrument until it is returned at our office. Note: Please do not leave the instrument at the school without notifying us; your school is not a party to any instrument rental transaction.

How do I “step-up” to a larger string instrument?
Our “step-up program” supplies your growing child with the right size instrument. When they are ready for the next size up, please fill out a rental contract by selecting the appropriate instrument, size, and selecting the “Step-Up” rental type. Once the instrument is prepared you will be notified, and the instrument will be brought out to the school. Step-ups work as a continuous rental, so your payment date and payment amount will remain the same as they were on your original contract.

How do I exchange for a different instrument type?
To change instruments, please fill out a rental contract through our website. Select the “Exchange” rental type, and complete the rental process. Once the instrument is prepared you will be notified, and the instrument will be brought out to the school.

I need a repair! What do I do?
A repair request can be made by calling our office at (800) 366-5993 or online on our Repair Shop page. Please fill in all of the information, and we will contact you. Loaners are offered free of charge with all of our repairs. Repairs are performed at our state of the art facility by factory certified, in-house repair technicians. Repairs usually take roughly 4 weeks, but this time can change dramatically depending on the current volume of repair requests.


Return & Shipping Policy

What is the David French Music Return Policy for accessories?
For all returns/exchanges, please contact our office immediately at (800) 366-5993. Items must be returned to our retail store within 30 days of purchase with the receipt for a refund, exchange or store credit (this does NOT include rental instruments). For more information please visit our Returns Policy.

What items are Non-Returnable?
Non-returnable Items
Copyright protected media: scores, books, and CD/DVD’s
Mouthpieces and mouth-blown items
The following items are returnable ONLY if defective or unopened: strings, reeds, rosin, drumheads, drumsticks, cleaners, cleaning kits, polishes, and polishing cloths

Do you ship instruments or accessories?
David French Music delivers any instrument rental or accessory order free of charge to any of the school systems we service. Any items ordered may also be picked up at our retail facility in Westborough, MA. Certain accesorry orders may be shipped upon special request at an additional charged. Instrument rental orders MUST be picked up either at your chidl’s school or at our retail location; we DO NOT ship rental instruments.


Account Creation

How do I create an account?
To create an account, go to our homepage at http://www.davidfrenchmusic.com. Select the “Store” tab or click on the “Lets Go Shopping!” button. Go to “My Account” and select “Continue” on the New Customer side. Enter all of the required information (required information is indicated by a *) and select continue. Please be sure all this information is for you, NOT your child. Once you have completed and selected “Continue” a confirmation email will be sent to the email address you have indicated. Please confirm your account, and place your order. You can now view your order history, status, and change your account information if necessary.

How do I make changes to my account information?
Changes to your account can be made by going to http://www.davidfrenchmusic.com and signing in with the email and password you indicated. Select “View or change my account information” to edit your information, and be sure to save all your changes.

What do I do if I can’t remember my password?
To reset your password, please go to the My Account tab, and select “Forgotten Password?”. Enter the email address you used when you created the account, and a temporary password will be mailed to you. Use the password to login to your account and reset your password.

What is the information in my account used for?
The information on your account is used for David French Music purposes only. No information will ever be given out or sold to a third party or solicitor.


Placing an Order

How do I place an order?
To place an order, you must create an account or use an existing one. Once you have logged in, please go to our “Store” to search for the item you wish to purchase. Select the item(s) then please select “Checkout” and follow the on screen instructions. You should receive an email confirmation of your order, and any order status changes.

I never received confirmation of my order. What do I do?
If you did not receive an order confirmation, please login to your account and confirm that the order was completed. If the order is listed as “pending” than you successfully placed an order. If there are no orders listed on your account, please complete the order online. If you have any questions please contact us at (800) 366-5993 for assistance.

How do I track my order?
Orders can be tracked through your online account. Login with the username and password you created when you placed the order to see your order history and status updates.
Pending: The order has been placed in our system, and stock is being located.
Processing: The order has been received and your information is being processed.
Delivered: The order has been filled, and will be delivered to your school system on the next scheduled delivery date. See the School Delivery Schedule for our schedule.

How do I make changes to or cancel an online order?
If any changes or cancellations need to be made to your order, please contact our office immediately at (800) 366-5993 or via email at billing@davidfrenchmusic.com. Do not place another order, as this may lead to order duplication or duplicate charges.

Do you have a toll-free number to place orders?
You may contact our office toll-free at (800) 366-5993 to place an order only if you are unable to do so online. Please be advised that we only accept Mastercard, Visa or Discover for payment with all orders. Contracts CAN NOT be completed over the phone.

Do you charge tax?
As per Massachusetts state law, all rentals and accessories are charged the 6.25% sales tax. This tax is already included in our advertised rental rates.

When will I be charged?
Your account has been charged when the order status changes to “Completed”. Charges to your card are not processed until this status change. If the card you have included with your order declines or is invalid the order will not be delivered. You will be notified and asked to update your information.

Can I pay for my order with cash?
Online orders can not be paid for with cash. All online orders must be made with a Mastercard, Visa or Discover. If you do not have the ability to pay with a Mastercard, Visa or Discover please contact our office for assistance at (800) 366-5993.

What Web Browser Should I Use?
DavidFrenchMusic.com supports most current web browsers : IE10, Firefox, Chrome and Safari. If you are having problems accessing our website, please make sure you are using the most updated version of your browser.