Frequently Asked Questions

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Below are some common questions people have. If you have other questions, please contact Ellis Music for assistance.


Instrument Sales

Yes! We sell both new and used musical instruments. The instruments in our rental fleet are available for sale at a depreciated price. Please call for more information.

Shipping

Not typically. In order to focus on providing the best possible service to our customers, who live primarily in the United States, our website is designed to accept orders from the U.S. only. If you live outside the United States and are interested in placing an order, you may use our website contact form to send us the following information: your full name, phone number, email address, your complete shipping address (including country), and a list of the specific items you wish to order, including quantity. If we can accommodate your request, you will be sent a shipping estimate and a payment request. As with all internet orders, payment in full must be received and cleared before items can be shipped.
For most accessory orders, we offer $5 flat rate shipping. Musical instruments and certain large or bulky accessory items are subject to a shipping surcharge if sent via USPS or UPS. For additional details about shipping, please refer to our published shipping information.

Yes, as long as the following criteria are met.

  1. Your child attends (or you work at) a school in Vermont or New Hampshire that is serviced by Ellis Music Company.
  2. School is in session. (School delivery is available September through mid-June only.)
  3. You select that option during the checkout process.

Be aware that items delivered to schools may take up to 14 days to arrive because of school vacations/closings and other circumstances, though they usually arrive much sooner. Your order will typically be delivered during the next regularly scheduled trip to the school.

Ellis Music offers flat rate shipping on most products. However, certain items (including instruments) cost us more to ship. A shipping surcharge is attached to those items. If you add an item to your shopping cart that is subject to a shipping surcharge, the surcharge amount will also appear in your cart. This shipping surcharge will be included in the total shown during checkout regardless of the shipping method you selected. However, it will only be charged if your order is shipped via USPS/UPS. Your credit/debit card is not actually charged until someone at our store processes your web order.

Placing Orders

We accept MasterCard, Visa, and Discover credit cards, as well as debit cards that have any of these logos. At our physical storefront, in addition to these methods, we also accept cash, personal checks, and money orders. Sorry, but we do not accept American Express.
Individuals ordering from the state of Vermont or shipping to a location within the state of Vermont will pay the appropriate sales tax. State sales tax is currently 6%. Some Vermont towns require an additional 1% local options tax to be collected, for a total tax of 7%. Tax is charged on merchandise, rental payments, and shipping charges, as required by law. Individuals outside the state of Vermont will not be charged sales tax. Some states may require consumers to pay tax on internet purchases when income taxes are filed; consult a tax professional for guidance in this matter.
Ellis Music can special-order most musical items. If you call our store, a customer service representative can help you to determine what options are available. E-mail inquiries can be sent from our contact page.
A vast majority of items on the Ellis Music website are in stock and ready to be shipped. Occasionally, however, we may run out of an item. If an item you order is unavailable (either not in stock or backordered from the manufacturer), we will notify you via e-mail. If you ordered other items, we will ship the in-stock items immediately; other items will be sent when available. You will not be charged for shipping backordered or out-of-stock items. Occasionally we experience delays in getting orders filled by manufacturers because an item is temporarily unavailable. Details about your order can be viewed by signing in to your online account and viewing your web order history. You can also contact Ellis Music for an update on the status of your order.

Prices on this website are subject to change without notice. While we make every effort to provide you with the most accurate, up-to-date information, occassionally items on our website may be inadvertently mispriced. This could be due to typographical error or changes in pricing from the manufacturer, among other things. If an item's correct price is lower than the website price, we will process the order using the lower price. If an item's correct price is higher than the website price, we will put your order on hold, notify you of the pricing error, and wait for a response confirming how you wish to proceed. In this case, you may choose to either purchase the item at the correct price or cancel the order.

Prices displayed are for in-stock quantities only. If the quantity of an item you order is greater than what we have in stock, we will honor the displayed price (assuming there is no typographical error) for the in-stock quantity, but your price for any quantity of the item that needs to be ordered may be higher, since it will be based on our suppliers' current price. If this situation occurs, we will contact you with revised pricing information before placing the order to confirm that you want to proceed.


Rentals

If you are currently renting an instrument and wish to end the rental agreement, you must notify Ellis Music at (802) 234-6400. For additional information, you may refer to our Returning a Rental Instrument page. As stated in the rental agreement, rental fees will continue to be charged until the instrument makes it back to the store, and it is your responsibility (as the renter) to make sure the instrument is returned. Instruments can always be returned by visiting our facility on Route 107 in Vermont during business hours.
Intermediate and professional model instruments are available for purchase only. However, if you are currently renting a student model instrument from Ellis Music, your rent credit can be applied toward one of these step-up models. Also, whether or not you rent, Ellis Music offers time payment plan options that may allow you to spread out payments over one or two years in order to make your purchase as affordable as possible. Call for additional details.
We sell and rent only instrument brands that have proven over time to be reliable and well-built. Brand matters when shopping for musical instruments! As an independent music dealer, we cannot always match sale prices offered by national chains, but we believe our service is superior. Overall, Ellis Music's prices are very competitive. Our rental rates, in particular, are among the lowest in the country.
Our rental is an auto-renewing monthly contract. The rental agreement remains in effect until you either purchase the instrument or you return it to Ellis Music.
No. (Although customers who are enrolled in our autopay system receive an email receipt with each automatic payment that is processed.) In order to keep costs at a minimum and conserve resources, Ellis Music does not mail out monthly statements. The rental amount that is due does not vary, and it is due on the same day each month. Customers who are paying by check should receive a set of payment stubs within the first 60 days of the rental for use in keeping track of payments due.
If you received a new credit/debit card, or if any information for the card has changed (expiration date, billing address, etc), you can either call Ellis Music during business hours to update that information, or use our online payment card update form. When you update your credit/debit card information, be sure to let us know if you have more than one instrument so that we can make sure to update your payment information for all associated instruments. Important Note: updating the credit card stored in your EllisMusic.com online account does NOT affect any card that you may have on file with Ellis Music for an instrument rental or payment plan.
Rental customers who rented an instrument after August of 2013 and who have their online account linked to their store account are able to make one-time payments to catch up on any past due balance. Visit the Make a Payment page, which is accessible from the Account links in the upper right corner. You will need to log in to your online account. If you have not made a payment online in the past, you may need to submit an account access request before you are able to make a payment. Of course you also always have the option of mailing a check or calling Ellis Music during business hours to pay by phone using a credit or debit card.
In order to comply with PCI requirements and protect your security, the credit or debit card information that you have on file for your rental account is segregated from your online account. If you choose to, you can store a card on file for your online account in order to make the checkout process quicker. However, realize that this card data is NOT shared with Ellis Music. This means that updating or changing the card on file for your online account does not affect the card that is on file for your rental. Contact Ellis Music to update your rental credit/debit card or use our online payment card update form.
First, check to make sure that the email receipts are not being marked as spam by your email provider. (Some email providers send unfamiliar messages into a bulk or junk mail folder or may even put them in the trash.) If you still do not seem to be receiving receipts, then please contact Ellis Music to ensure that we have the correct email address on file for you.
We currently only rent instruments to individuals living in Vermont or New Hampshire. If you are moving outside of one of those states, you will need to either purchase your rental instrument or return it to Ellis Music. It is illegal to remove rental property from the state in which it was rented. Customers who move (whether out of state or within the state) must notify Ellis Music of their new contact information, including address and phone numbers. Please call (802) 234-6400 for assistance.

Repairs

Yes! Our skilled repair technicians maintain our fleet of rental instruments, but they also spend a great deal of time repairing instruments that are owned by individuals. Estimates are free of charge.
A repair technician can provide you with an estimated repair time after examining your instrument. Basic maintenance can usually be completed within one week (two weeks during busy seasons). Repads and overhauls can take a month or more, depending on the volume of instruments in the repair shop. Every now and then, an instrument requires only minor adjustments that can be completed while you wait. Loaner instruments are available free of charge if you need an instrument to play while yours is being repaired – just ask.
Yes, typically. You will need to request a loaner instrument; we do not assume that one is needed. We have loaners for most of the instruments we rent. In cases where we have a limited number of loaners available, there may be a waiting list. Preference is given to rental customers.
If the cost of repairing the instrument you own is more than you want to spend, you may want to consider renting or purchasing an instrument from Ellis Music. Our rental plan allows you to accumulate credit toward owning, and our repair plan gives you the piece of mind of knowing that you won't have repair costs while renting. We also have a selection of new and used instruments available for purchase.

Online Account Access and Maintenance

In January of 2016, the Ellis Music website was overhauled and updated. The software that controls the website changed, and the new platform did not allow previous web accounts to be transferred. If your account was created prior to January of 2016, you will need to create a new online account. We apologize for any inconvenience this may cause. The new website has additional features that were not available to customers on the old website (including access to rental account information). If you have any problems creating an account, feel free to call us or send a message using our contact form.
Click the "Account" button from the upper right part of the page, then select "My Account" from the dropdown menu. Above the email login is a link that will take you to the page to create an account. Enter all the required information and then click the "Create Account" button near the bottom of that page.
If your online account is not successfully created after entering your information and clicking the "Create Account" button, there should be an error message that appears on the screen to let you know what the problem is. (Depending on your web browser, you may need to scroll up to the top of the page in order to see the message.) The most common issues are not filling in all the required information, creating a password that is not at least five characters long, or trying to create an account when you already have one.
The email address you are typing has already been attached to an Ellis Music online account. This online account may have been set up by you, by a family member, or by Ellis Music (if you rented an instrument online after January of 2016). If you have forgotten your password, you can go to the account login page and request a new password.
An online account is required to place an order through the Ellis Music website. This online account, which is separate from your store account, can be linked to your store account if you would like. Customers who complete an instrument rental online after January of 2016 will have an online account automatically created for them. Other individuals may create an online account quickly and easily. If you need assistance creating an account, please contact Ellis Music.
Instructions for resetting your password appear below the Login button on the account signin page. If you forget your email address, you will need to contact Ellis Music for assistance.

You can change the email address associated with your online account, but you will also need to contact Ellis Music to notify us of any change in your email address. (For your security, the contact information we use to communicate with you is stored separate from your online account profile.)

To change the email address associated with your online account, click the Account button in the upper right, then My Account. (You will need to login to your account if you are not already signed in.) Replace the email address shown with your new email address and click the Update Account button.

After updating the email address for your online account, either call Ellis Music during business hours or use our online contact info update form to share that information with our office, so that we can update your store account.

Yes. However, your account will need to be specially configured before you are able to do so. If you are a Vermont or New Hampshire music educator served by Ellis Music and you would like to be able to place orders through the website and charge them to your account:

  1. Create an account on the website
  2. Fill out this simple form to request that your account be set up to charge orders
  3. Wait for an email confirmation that your account has been configured

Once your account has been configured you will have a "Purchase Order" payment option during the checkout process. To charge your order to your account, select Purchase Order as the payment method. If you have a purchase order number, enter that number in the purchase order field; if you do not yet know the purchase order number, type TBD. (If no purchase order will be used, you can leave the field blank.) Click the Submit button and proceed through the rest of the checkout process.

Please note that ordering online will not result in faster delivery, and the same deadlines apply as for phone orders. For time sensitive needs, it is best to email or call in your order.


Security

Guarding your personal and financial information is important to Ellis Music. A variety of methods are used. We use SSL (secure socket layers) and 256-bit encryption technology to ensure that your connection to our website is secure and information is transmitted securely. For your protection, you will be automatically logged out of your account after 15 minutes of inactivity. When placing orders, you will be asked to provide the three-digit code on the back of your credit/debit card any time you purchase items through the website. Our autopay system uses tokenization (the replacement of your actual credit/debit card number with a randomly generated string of alphanumeric characters) when transmitting data. As a customer, of course, you also have a role to play. Your email address and the password you set for your online account are like a key to a lock; choose a secure password and do not share your login details with others.
As more of our day-to-day transactions are computerized, it becomes ever more important to think about security. Here are some tips to keep in mind when using EllisMusic.com or any other website:
  • Your password should be secure. That means a mix of upper- and lower-case letters, numbers, and symbols. If your password is ‘ellismusic’ or any pronounceable word, it's probably not secure. A variety of password managing tools are available for computers and smartphones to help you generate and recall passwords.
  • Anytime you use a computer that is not your own to transact personal business, you may be compromising your security. Whenever possible, avoid using public computers to conduct transactions that involve entering or modifying your personal or financial information.
  • Use only trusted network connections. Like public computers, public wireless internet connections vary in their security settings.

Miscellaneous

Sometimes. The instruments we buy from individuals typically fall into two categories: (1) student model instruments of the same brand that we currently use for rentals, and (2) professional model instruments that are in demand. If you have an instrument you wish to sell, it will need to be brought to the store for evaluation. There is a possibility that your instrument may be picked up by one of our school service representatives; contact us for more information. Depending on the time of year, it may take a few weeks before you are contacted with an offer. There is no guarantee that Ellis Music will offer to purchase your instrument, nor are you obligated to accept any purchase offer that may be made.

There are no job openings at this time. To inquire about opportunities at Ellis Music, you may write to:

David Ellis, president
Ellis Music Co., Inc.
PO Box 437
Bethel, VT 05032

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