Frequently Asked Questions: Orders

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How can I check the status of my order?

Just call 1-800-472-6274 to check on your order by phone between 9AM and 11PM EST, seven days a week.

How can I check stock on an item?

You'll find accurate inventory information right on our website! If an item is out of stock or available in limited quantities, it will be indicated on the item detail page. You can also call 1-800-472-6274 and speak to a representative who will be glad to check stock for you.

When I place an order with, do you collect sales tax?

We collect sales tax as required by law in most US states.  If we don’t collect tax in your state, you may still be required to pay the tax directly to your state. Check the laws in your state for your obligations.

Why do I have two confirmation numbers for my online order?

If you receive two confirmation numbers, you may have submitted two orders. You should call 1-800-472-6274 between 8AM and 11PM EST, and verify this with a customer service representative.

Can I add or delete items once I have placed an order?

If an item was added or needs to be removed from an order, please call 1-800-472-6274 between 9AM and 11PM EST. A representative will attempt to accommodate you, but bear in mind that orders are processed very rapidly and are not always able to be changed before shipping.

I need to cancel my order. What should I do?

Call 800-472-6274 between 8AM and 11PM EST, and a customer service representative will research your order. Again, we ship orders as soon as possible, so we are not always able to stop an order once it has been placed.

Do you accept international orders?

Some of our dealer agreements prohibit us from shipping their products outside of the United States. However, depending on what you are looking for we may be able to assist you. Call 800-472-6274 between 9:30AM - 9:00PM EST or use this form to contact our sales department.

Se habla español 1-800-472-6274 - Sam Ash es una compañia de propiedad familiar que a estado sirviendo músicos desde 1924. Nuestro equipo de expertos vendedores son músicos bilingües con la capacidad de ayudar en español y en portugués. Nuestras horas de operación son de 9:30am-9:00pm todos los días. Nosotros garantisamos un servicio excelente y los precios más bajos. Estamos aquí para darle excelente servicio a nuestros clientes, responder cualquier pregunta y ayudarlos con sus compras. Nuestra tienda también ofrece precios para exportar a cualquier parte del mundo con y sin impuestos.

Do you accept Special Orders?

Although we sell thousands of items from hundreds of manufacturers, we can't carry every product a manufacturer makes. In addition, many manufacturers offer custom-order options, such as special colors and finishes on guitars. If you need something that you can't find on our site, or if you come across an item with a "Special Order" message, we'll most likely be able to order it for you. Just call our Customer Support Center at 1-800-472-6274 and ask to speak to a sales representative. They'll be happy to help you get what you need! Please note that special orders do take a bit longer to process. We first have to order the item from the manufacturer, receive it, and then ship it to you. Your sales representative will be happy to assist you in placing special/custom orders, providing delivery estimates and explaining any restrictions.

Please note: certain custom orders (like special colors, for example) are non-cancellable if they have already been shipped from the manufacturer and may not be returnable. Also, shipping charges may apply to special order items.

What about Backorders?

Occasionally, we may temporarily run out of the item you are looking for on our site. When this happens, your selected item will be placed on backorder. This means we will order it from the manufacturer and ship it to you as soon as it's in stock. Most backorders take 7 to 14 days to ship, however it could take longer. If you have any questions, please call us at 1-800-472-6274 and speak to a sales representative who can give you an accurate estimate of when the item will be shipped out to you. You will always know if an item is in-stock or out-of-stock: If an item you've selected is out of stock, it will be labeled as such in your shopping cart. Prior to entering you credit card information you will also see a page which indicates which items in your order are in-stock and shippable and which items are out of stock. If your order contains backordered items, your credit card will not be charged for the backordered items until they come in stock and are shipped to you. You will, of course, be charged for those items on your order which are in stock and shippable at the time the order is placed. Your order confirmation e-mail will also clearly state which items are backordered. When backordered items come into stock and are shipped, you will receive another e-mail indicating that those items have shipped. As always, your business is important to us and we will do everything we can to get your order shipped as quickly as possible!