Frequently Asked Questions 
How do I ship to someone else other than myself?
To ship to someone other than you, or to add a new shipping address, simply select the “Add a New Address” option located on the checkout page. From there, enter all of the pertinent address information. Please note that at this time we do not offer any gift options (wrapping, messages, etc.).
Is my credit card information safe?
Yes! All online transactions are handled with industry-standard SSL encryption. When you enter your credit card number, it is transmitted across the Internet in an encrypted (scrambled) form, and then decoded when it gets to us.
Why do you need my email address?
If checking out as a “guest”, an email address is required so that we may email you an order confirmation. When creating an account, an email address is required so that you may login to Kindermusik at a later date.
What payment methods do you accept?
We accept all major credit cards, including Visa, American Express, MasterCard and Discover.
What do the shipping options mean?
The days shown in each shipping option are the number of business days it should take for you to receive your order once it leaves our warehouse. Most orders are processed within 24-48 hours and leave our warehouse shortly after being processed.
How do I initiate a product return?
If you need to return an item, please contact us at info@kindermusik.com.
How do I search for products?
You can use the search feature located at the top of the page to locate a product based on the product name or, if you have it, by product number.
How can I check on the status of an order?
If you have a Kindermusik account, you may check your order status by clicking the “Your Orders” link located in the footer at the bottom of a page. If you do not have a Kindermusik account, please contact us at info@kindermusik.com. Please include the order number shown on your order confirmation email.
What do I do if I didn’t receive an order confirmation email?
Please check your “spam” folder to ensure the order confirmation email was not erroneously marked as spam. If you still cannot find your order confirmation email, please contact us at info@kindermusik.com.
It shows an item that I want is out of stock, when will I be able to order it?
We refresh our inventory weekly and most items aren’t out of stock for too long. Please check back later to see if an item is available.
It’s been longer than the shipping option I selected and I still haven’t received my order. What should I do?
Please contact us at info@kindermusik.com. Please include the order number shown on your order confirmation email. .
I’ve already placed an order and I forgot to add something. Can I amend the order?
Unfortunately we cannot amend existing orders. You may place an additional order for the items to be added. If you feel there was an error, please contact us at info@kindermusik.com.
I received my order but there is a problem with it. What can I do?
If you received your order and an item is broken, missing, or incorrect, please contact us at info@kindermusik.com. Please include the order number shown on your confirmation email. We will work hard to ensure any issues are resolved in a timely manner.
I saw an item last week and now I can’t seem to find it. Where did it go?
Sometimes items must be discontinued for a variety of reasons. If an item was on the store but now is longer available, most likely that item has been discontinued. If an item is out of stock, the item will show be shown as in stock as soon as our inventory has been replenished.
How do I clean the instruments?
To promote a healthy, germ-free environment: Wash your hands before and after class and avoid putting your hands near your face. Be very diligent about cleaning instruments after each class. Use the following tips to best clean and care for your Kindermusik instruments. Natural Cleaning Solutions. We recommend:
• Soap and water, vinegar and water, baking soda, rubbing alcohol, or pure castile soap.
• EPA-approved plant-based or “green” commercial cleansers (that don’t contain Triclosan).
• If you use chlorine bleach, be sure not to use too much. 1 tsp bleach to 1 gallon of water will do it. At this dilution, it will kill germs but residue after an overnight evaporation/drying will not be dangerous to children. It will not be strongly scented. (NOTE: Any stronger solution may damage instruments.)
o Natural Wood (clear finish) instruments. Use a clean towel or rag to quickly wipe instruments with a natural cleaning solution. Do not soak the surface grain too heavily or immerse in water. If you choose, you may eventually want to use a natural salad bowl oil to replenish the surface. (You can find this oil in kitchen stores but please note that some of these oils may contain nut oils so beware of allergies.) Allow to air dry thoroughly.
o Painted Wood instruments. Use a clean towel or rag to quickly wipe instruments with a natural cleaning solution. Do not soak the surface grain too heavily, rub, or soak or immerse in water. Allow to air dry thoroughly.
o Metal instruments. Use a clean towel or rag to wipe instruments with a natural cleaning solution. Do not soak or immerse in water. Allow to air dry.
o Scarves. Machine wash in a lingerie bag in mild detergent on gentle cycle using cold water. Do not bleach. Lay flat to dry. Do not iron.
o Mirrors. Hand wash with cool water and mild soap on mirror side only. Do not scrub. Lightly pat dry. Do not put in dishwasher.
o Plastic Instruments. Use a clean towel or rag to wipe instruments with a natural cleaning solution. Items are not watertight, so do not immerse in water or place in the dishwasher. Allow to air dry. To disinfect, spray surface with a solution containing ½ teaspoon household bleach to 1 quart water then immediately wipe dry with a cloth or paper towel. The use of commercial cleaners, chemicals, and solvents must be avoided to prevent compromising the plastic components.
o Chime balls. Use a clean towel or rag to wipe with a natural cleaning solution. Do not use a bleach/water solution as this will discolor the thread and the material. Do not wash in machine.
o *Kindermusik Dulcimer. Like most stringed instruments, you need not 'clean' these except to remove dust from the fretboard. To do this, use a dry dust free cloth and wipe the fretboard down, carefully around the frets, as the edges can grab onto the cloth. Avoid the machine head area as the string ends can be quite sharp and the cloth can get twisted into the machine head assembly. No water or moisture at all should be used as the fretboard can be ruined by moisture.
*Replacing Dulcimer Strings 1. Turn the machine head (top of the neck) to loosen the bad string from the machine head. 2. After the string is totally out of the hole in the machine head, pull the string towards the bottom of the instrument to loosen it from the screw. 3. Take the loop holding the string off of the screw. If the other string loop is on top of the broken string's loop, loosen the string by following the first step and then slip off that string first, then the other. 4. Replace the string by placing the loop end over the screw. Hold the string taunt and place the other end of the string in the empty machine head's hole in the center of the shaft. 5. Tighten the string by turning the machine head until the string is wound around the shaft. You are now ready to tune the instrument.
How do we determine an age range for a particular item?
We use the Age Determination Guidelines published by the Consumer Product Safety Commission (CPSC). We also rely on 3rd party product safety testing to confirm the age range.
Tell me about your product safety testing
Product safety is one of our top priorities at Kindermusik. We conduct product safety testing at a CPSC 3rd party accredited lab for each product batch we offer. We test to a variety of standards including ASTM, CPSIA, EN71 (Europe), CCPSA (Canada) and/or AS/NZS ISO (Australia). We have testing protocols in place for children’s products and adult use products.
I have feedback or other comments I’d like to provide. Who can I talk to?
If you have feedback regarding the store or your experience, or would just like to tell us how we are doing, we would love to hear from you. Click here to fill out our Contact Us form.