Shipping policy

Last updated: September 30, 2026

This Shipping Policy governs the terms and conditions of shipping for products purchased from Captain Black's Gear Emporium ("we," "us," or "our") through captainblacks.app (the "Site") or through our services (collectively, the "Services"). For purposes of this Shipping Policy, "customer" refers to a person purchasing products from us.

Please read this Shipping Policy carefully before making a purchase. By purchasing from our Site or using our Services, customers agree to the terms outlined here. Customers who do not agree should not make a purchase.

We stand behind every shipment. All items are guaranteed to arrive as described. See our Money-Back Guarantee for details.

Processing Time

All orders are processed and shipped by the next business day after payment verification, except when holidays prevent fulfillment. In rare instances, such as travel for appointments, processing may be delayed by one additional business day, and customers will be notified by email. For select items, typically larger or high-value items such as synthesizers, at our sole discretion, we may expedite shipping to occur on the same day as the order after payment verification. Upon shipment, customers will receive a confirmation email with tracking information.

Payment and Order Processing

All payments are manually captured after review to verify they are not fraudulent. We reserve the right to cancel any order for any reason, including suspected fraud, without explanation. Orders not placed via Shopify's Shop Pay may be canceled at our discretion. We recommend using Shop Pay for the best, most secure experience, protecting both parties. Items ship only after payment verification, which may extend processing times. If an order is canceled before payment is captured, no payment is collected and no refund is required. A temporary authorization hold or pending transaction may still appear on the customer's account. The customer's bank or card issuer determines when the hold is released. If payment has already been captured when we cancel an order, we will refund the payment to the original payment method. Contact thomas@captainblacks.app for payment inquiries.

Shipping Rates and Rules

Shipments are fulfilled via USPS, UPS, or FedEx, selected at our discretion based on the item. Each product listing indicates whether the item qualifies for free or paid shipping, as described below.

Carrier Preferences

We are happy to accommodate carrier preferences for free shipping whenever possible. In most cases, the cost difference between carriers is negligible. However, if a requested carrier results in a significantly higher shipping cost, we may reach out before shipment to discuss options or request approval for any additional cost.

For items with paid shipping, USPS is used exclusively.

• Free Shipping with Insurance (Continental U.S. Only): Available for select items, typically larger or high-value items such as synthesizers and Yamaha NS-10s, to addresses within the continental United States and Washington, D.C., excluding Hawaii, Alaska, and Minnesota. Shipping is free and includes insurance through Shopify's Shipsurance program, covering loss, theft, or damage up to the insured value per package, subject to Shipsurance policy limits. Delivery typically takes 2-5 business days, depending on the carrier, though delivery times are estimates and are not guaranteed.
• Paid Shipping with Free Insurance: Available for all other items to addresses within the continental United States and Washington, D.C., excluding Hawaii, Alaska, and Minnesota. Shipping rates are calculated at checkout based on weight and destination. Insurance through Shopify's Shipsurance program is included, covering loss, theft, or damage up to the insured value per package, subject to Shipsurance policy limits. Delivery typically takes 2-5 business days, though delivery times are estimates and are not guaranteed.

Captain Black's Gear Emporium is not responsible for delays caused by carriers. By purchasing, customers acknowledge and agree that delivery times are estimates and subject to carrier performance.

Need It Faster?

Our free shipping offer covers standard shipping within the continental United States only, which typically delivers within 2-5 business days. Expedited shipping upgrades, such as 2-Day or overnight shipping, are available for U.S. orders only.

For customers who need a U.S. order sooner, we are happy to arrange an expedited upgrade. Customers are responsible for the cost difference between standard shipping and the upgraded service. We will provide the exact cost breakdown before proceeding. To request a shipping upgrade, please contact thomas@captainblacks.app before or immediately after purchase. We will provide payment details and send updated tracking once confirmed.

Shipping Restrictions

Standard shipping, whether free or paid, is available only to the continental United States and Washington, D.C., excluding Hawaii, Alaska, and Minnesota. Customers in Hawaii, Alaska, or Minnesota must contact us at thomas@captainblacks.app to discuss special shipping arrangements, which may incur additional costs and are subject to our approval. Certain items may be subject to carrier-specific restrictions based on size, weight, or regulations, including hazardous materials or other excluded items. Affected customers will be contacted to discuss alternatives.

International Shipping (Canada, Australia, Japan, Singapore & Hong Kong - Small Parts Only)

We offer international shipping to Canada, Australia, Japan, Singapore, and Hong Kong for approved small parts only. International orders ship exclusively via USPS First-Class Package International. Not all products are eligible for international shipping. Eligibility is indicated on the product page.

Buyers are responsible for all applicable VAT, duties, customs fees, brokerage or handling fees, carrier charges, import restrictions, customs forms, and other import-related costs imposed by the destination country or carrier. We do not collect VAT or duties at checkout. Delivery timelines are estimates and may be extended due to carrier or customs processing, which is outside our control.

If an international shipment is refused, abandoned, or returned by the carrier due to unpaid VAT, duties, customs fees, brokerage or handling charges, import restrictions, or failure to complete customs requirements, the order is not eligible for a refund, reshipment, or credit, except where required by applicable law.

International orders are eligible for returns under our Refund Policy unless otherwise stated. For standard returns, customers are responsible for all international return shipping costs and return-related import costs, including tracking, insurance, signature confirmation, customs forms, duties, taxes, brokerage or handling charges, carrier charges, and any other import-related costs. For approved damage or material misdescription claims, we provide a prepaid return label or another return method approved by us in writing. Any costs associated with an alternative return method must be agreed to in writing before shipment.

Australia shipments may experience occasional delays due to customs processing. Tracking updates may be less frequent once the package leaves the United States. These delays are outside our control and do not indicate a lost shipment.

Packaging and Protection

With extensive experience shipping high-value items, such as synthesizers and studio monitors, we maintain a record of zero transit-related damage. All items are packaged with industry-standard materials to ensure safe delivery.

Every shipment includes insurance through Shopify's Shipsurance program at no cost to the customer, covering loss, theft, or damage up to the insured value per package, subject to the terms and exclusions of Shipsurance's terms.

Customers must retain all original packing materials during the 15-day return window and until any damage, loss, or material misdescription claim is fully resolved. Failure to retain original packaging may void Shipsurance coverage and return eligibility, as described in our Refund Policy.

Signature Requirements for High-Value Orders

Orders with a subtotal over $150 before taxes and shipping require a signature upon delivery. Customers must ensure delivery to an address where someone can sign. If a signature is missed, delivery is refused, the customer fails to pick up the package from the carrier, or the order is otherwise returned due to a customer-caused delivery issue, the return may be treated as a standard return if the item is recovered safely, complete, and in the required condition.

In these cases, the 15% restocking fee applies. Buyer-paid original shipping charges, if any, are not refundable. Additional carrier fees, return shipping fees, damage, missing items, or loss in value may also be deducted from the refund. If the item cannot be recovered, customers bear the loss. If reshipment is approved, customers must pay for reshipping, including required insurance and signature confirmation where applicable.

PO Boxes and Signature-Required Deliveries

For orders requiring a signature upon delivery, customers must provide an address where an authorized recipient can sign. Staffed PO boxes and private mailboxes, including mailbox services at The UPS Store, are permitted where the selected carrier can deliver to the address and an authorized representative can accept and sign for the package. Customers may also arrange collection at a carrier pickup location where available. These options are permitted only when they comply with our export-forwarding restrictions. A mailbox or pickup address must not be used to circumvent our U.S.-only synthesizer policy.

Inaccurate Shipping Addresses

Customers must provide accurate shipping addresses. We ship to the address submitted at checkout and do not change shipping addresses after payment is submitted. Customers may arrange pickup directly with the carrier where available and are responsible for collecting the package before it is returned to sender. If an inaccurate address causes delivery failure, customers bear the loss if the item cannot be recovered. If the item is recovered and returned to us safely, complete, and in the required condition, the return may be treated as a standard return under our Refund Policy.

In these cases, the 15% restocking fee applies. Buyer-paid original shipping charges, if any, are not refundable. Additional carrier fees, return shipping fees, damage, missing items, or loss in value may also be deducted from the refund. If reshipment is approved, customers must pay for reshipping, including required insurance and signature confirmation where applicable.

Customers are responsible for ensuring address accuracy, per this Shipping Policy and our Refund Policy.

Shipping Confirmation and Order Tracking

Upon shipment, customers will receive a confirmation email with a tracking number for the applicable carrier, such as USPS, UPS, or FedEx. For tracking issues, contact us at thomas@captainblacks.app.

Lost or Damaged Packages

All shipments are insured through Shopify's Shipsurance program, and claims for loss or damage are subject to the carrier's and Shipsurance's investigation processes.

Lost Packages: In the event of a lost package, customers must notify us within 15 days of the expected delivery date, as indicated by the carrier's tracking information. We will review carrier tracking, request carrier assistance where available, and file an insurance claim with Shipsurance. Refunds are issued only after the carrier and Shipsurance complete their investigations and declare the item a loss, except where we agree otherwise in writing.

Damaged Packages: Customers must inspect and test all items upon receipt and report damage or functional issues within 15 days of delivery, as confirmed by the carrier's tracking information, by contacting us at thomas@captainblacks.app with their order number, a description of the damage or issue, and photographs and/or video of the item and all original packaging. Video evidence of all claimed faults is required. The recording requirements, including any alternative documentation arrangements approved by us in writing at our sole discretion, are described in our Refund Policy. All applicable Shipsurance documentation requirements must also be met.

Customers must retain all original packaging and materials until the claim is resolved. Discarding packaging before resolution may void Shipsurance coverage and return eligibility. These 15-day periods are our customer reporting deadlines. Separate Shipsurance claim deadlines and documentation requirements also apply. For detailed claim requirements, customers are encouraged to review Shipsurance's terms. See our Refund Policy for further details on refunds and returns for damaged, lost, or materially misdescribed items.

Synthesizers and High-Value Equipment: No Export or Freight Forwarders

This restriction applies to all synthesizers, regardless of price, and to any other individual item listed on our site for $150 USD or more at the time the order is placed. No exceptions.

We do not ship these items outside the United States or to freight forwarders, export brokerages, reshipping services, or other intermediaries that arrange shipment outside the United States. No exceptions. A U.S. address does not make an export brokerage or forwarding destination eligible. Customers must not use a friend, relative, business, mailbox, purchasing agent, or other intermediary to bypass this restriction.

By ordering these items, customers represent that the purchase is for delivery and use within the United States and is not part of an export or forwarding arrangement. Customers must provide accurate recipient and destination information and must not conceal, omit, or misrepresent an intermediary or the intended final destination.

We may verify the recipient and destination, refuse shipment, cancel prohibited orders, and decline future orders. If we cancel before shipment, uncaptured payments are not collected and captured payments are refunded to the original payment method.

If these items are delivered to a prohibited intermediary or are forwarded or exported in violation of this policy, no voluntary returns, refunds, exchanges, credits, replacements, or protection under our Money-Back Guarantee are available. This applies even when the arrangement was undisclosed and we did not detect it before shipment. Our acceptance, processing, or shipment of an order does not authorize the arrangement or waive this restriction.

The customer bears the risks and costs of unauthorized handling, repacking, storage, forwarding, export, customs clearance, and use abroad. We provide no reimbursement or shop-funded protection for loss, theft, damage, delay, seizure, non-delivery, duties, taxes, brokerage fees, return transport, or other costs arising from that activity. We do not arrange or provide insurance for unauthorized onward shipments.

Customer Support

For inquiries regarding this Shipping Policy or assistance with an order, contact thomas@captainblacks.app. We aim to respond within a few hours, but it may take up to 2 business days.

Refund Policy Summary

The export-forwarding exclusions above apply to this summary and to our voluntary Money-Back Guarantee. References to shipment insurance cover only the shipment we arrange, subject to the insurer's terms, and do not promise coverage for unauthorized onward transport.

We accept 15-day standard returns from the date of carrier-confirmed delivery, subject to the requirements in our Refund Policy. Customers are responsible for return shipping for standard returns, and a 15% restocking fee applies to standard returns, refused deliveries, missed-signature returns, incorrect-address returns, and approved discretionary returns unless waived or reduced by us in writing at our sole discretion. Damage, loss, or material misdescription from the original outbound shipment is handled separately under our Money-Back Guarantee. For approved damage, loss, or material misdescription claims, the 15% standard return restocking fee does not apply.