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  • About Us
About Us Metro DC Music opened our online doors in 2006 and has been growing ever since. We're located in beautiful Oakton, Virginia, in the suburbs of Washington DC and have been heavily involved in the local music community since our founding. Our online store is just one part of our music business. We also operate rock music schools in the the DC metro area including Virginia and Maryland. These schools provide us with a tough proving-ground for the gear that we sell. Imagine your gear is being used daily by hundreds of rocking pre-teen and teenage kids - you'd learn quickly what works and what breaks. We've used this knowledge and the buying power of our schools to find the best products, offer them at the best prices, and get them shipped out fast from our own Virginia warehouse. Local Business Community Metro DC Music is very active in our local community of Northern Virginia. Through our subsidiary company we are members of the Vienna Business Association and the Greater Merrifield Business Association. Customer Service Metro DC Music's mission is great products at great prices with fast shipping. To achieve that mission we use email as our primary channel for customer contact because it helps keep our costs low and allows us to offer you the best prices. Please Contact Us and we will do our best to help you. Metro DC Music is committed to supporting our customers with fast and helpful service. We welcome your questions and our friendly customer service department does its best to answer quickly. Messages with specific details and questions are easier for us and get answered more quickly. Shipping We offer free shipping for all orders to the United States and its territories serviced by the US Postal Service. Orders received by 2:00PM Eastern US time ship out the same day, 7 days per week. All orders ship out within 24 hours of payment. We use US Postal Service First Class package service, Priority Mail and UPS Ground depending on the size, weight and destination of your shipment. International Shipping We offer international shipping through our eBay store, please visit us there at Metro DC Music on eBay Warehouse All products sold by Metro DC Music are stocked in our Oakton, VA warehouse. We DO NOT dropship (use 3rd party warehouses to ship for us). Payment and Credit Card Security We accept PayPal payments and we use Shopify Payments to process credit cards, which means that your credit card details are never shared with us or our staff. Both of these payment services operate in the same manner - we are just notified that your payment has been received. Our staff cannot see your credit card details and we cannot charge your card again. Our website is powered by Shopify and meets the highest level of Payment Card Industry (PCI) standards. Secure web shopping is assured. Problem with My Order In the rare case that we've made a mistake with your order, we will of course correct the error at no charge. Please contact us and let us know what's happened. Order Hasn't Arrived or Tracking Shows "Delivered" But I Didn't Get It Our shipping carriers are very reliable and the vast majority of shipments arrive quickly and with no problem. When there is a delivery problem we work to quickly get a solution, recognizing that the customer may also be part of the solution. Here's how we handle it: - The Order Hasn't Arrived We shipped the order but the tracking is no longer making progress and the order appears to have been lost on the way - This is totally on us, and we will re-ship at our cost or offer you the option to cancel the order for a full refund. - The Tracking Shows "Delivered" But You Don't Have It Here are the steps that will usually lead to a happy conclusion: -- When Placing Your Order Ensure that the shipping address you give us is correct and accurate for a delivery location that is secure. If your delivery location is not secure, consider using an alternate, such as a work address or family member. -- When Your Receive Our "Your Order Has Shipped" Email Monitor the tracking link for an expected delivery date so you know when to expect delivery. -- When Tracking Indicates "Delivered" Once tracking indicates "delivered" UPS, USPS, Metro DC Music and our shipping insurance service consider the responsibility to have transferred to the customer, so it is important that you check on the delivery location to pick up your item. If you don't have it please follow these steps: 1. Check with any family, roommates, friends, neighbors or co-workers who may have picked up the mail for you, or thinking it was for them. 2. Call your local post office, speak to the supervisor, provide the tracking number, and ask for assistance. They have GPS tracking to indicate where the carrier was located when the package was scanned as delivered. 3. If your delivery location/situation is not secure, consider using a work address or other secure destination for shipments. I'm Near Your Warehouse - Can I Pickup My Order? Metro DC Music does not have a showroom and our warehouse is not open to the public. In general we not offer warehouse pickup of your order. However if you are in a jam we do want to help. We can arrange for a warehouse pickup. Contact us with the time you'd like to stop by. Mailing Address Our mailing address is: Metro DC Music 2915 Hunter Mill Road, STE 26 Oakton, VA 22124

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