Shipping policy

Last updated: December 23, 2025

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

Please read this Shipping Policy carefully before making a purchase. By purchasing from our site or using our services, you agree to the terms outlined here. If you do not agree, please do 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 via email. For select items, typically larger or high-value (e.g., synthesizers), at our sole discretion, we may expedite shipping to occur on the same day as the order, post-verification. Upon shipment, you 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 secuare experience, protecting both parties. Items ship only after payment verification, which may extend processing times. 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.

  • Free Shipping with Insurance (Continental U.S. Only): Available for select items, typically larger or high-value (e.g., synthesizers, 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 times are not guaranteed due to possible carrier issues.
  • 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 times are subject to carrier delays.

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) are available for U.S. orders only.

If you need your U.S. order sooner, we are happy to arrange an expedited upgrade if you cover the cost difference between our 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 (usually PayPal) and send updated tracking once confirmed.

Shipping Restrictions

Standard shipping (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 (e.g., hazardous materials, perishables), which are excluded from Shipsurance coverage. Affected customers will be contacted to discuss alternatives.

International Shipping (Canada, EU & United Kingdom – Small Parts Only)

We offer international shipping to Canada, select countries in the European Union, and the United Kingdom 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, and other import charges 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 a shipment is refused, returned, or abandoned due to unpaid VAT, duties, customs fees, or brokerage/handling charges, the order is not eligible for a refund, reshipment, or credit.

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.

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 and the order is returned, customers may choose:

  • Refund with Restocking Fee: A 15% restocking fee, covering our packing and handling efforts, will be deducted from the purchase price. The remainder, excluding any shipping costs (customer-paid or free shipping covered by us), will be refunded.
  • Reshipment: Customers may pay for reshipping, including mandatory Shipsurance insurance with a signature required.

Customers must retain all packing materials for 15 days or until damage claims resolve (typically 30 days). Failure to do so voids Shipsurance insurance and return eligibility, per our Refund Policy.

PO Boxes and Signature-Required Deliveries

For orders requiring a signature upon delivery, PO box addresses are not permitted within the United States. Signature-required shipments must be delivered to a physical address where an individual is present to sign at the time of delivery. This restriction applies only to domestic U.S. shipments; international courier services (such as DHL, FedEx International, or UPS International) may deliver to staffed commercial or forwarding locations where an authorized representative signs for delivery.

Inaccurate Shipping Addresses

Customers must provide accurate shipping addresses. If an inaccurate address causes delivery failure, customers bear the loss if the item cannot be recovered. If recovered, customers may choose:

  • Refund with Restocking Fee: A 15% restocking fee, covering our packing and handling efforts, will be deducted from the purchase price. The remainder, excluding any shipping costs (customer-paid or free shipping covered by us), will be refunded.
  • Reshipment: Customers may pay for reshipping, including mandatory Shipsurance insurance with a signature required for orders over $150.

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

Shipping Confirmation and Order Tracking

Upon shipment, customers will receive a confirmation email with a tracking number for the applicable carrier (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 initiate a claim with the carrier and Shipsurance. Refunds will be issued only after the carrier and Shipsurance complete their investigations and declare the item a loss, typically within 30 days, subject to Shipsurance's 120-day claim filing deadline from the ship date.

Damaged Packages: Customers must inspect all items upon receipt and report damage 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, and photographs and/or video of the damaged item and all original packaging. For functional or intermittent issues, the video must be a single continuous, unedited recording that clearly shows the item powering on, the serial number, the malfunction occurring (audio and visual), the basic power/cable setup, and clear audio of the issue if applicable. This documentation is required to initiate a Shipsurance claim. Customers must retain all original packaging and materials until the claim is resolved; discarding packaging before resolution voids Shipsurance coverage and return eligibility. For additional details, please refer to our Refund Policy.

These 15-day periods align with Shipsurance claim requirements. 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 items.

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

All sales are final except for damaged, lost, or materially misdescribed items; refused deliveries incur a 15% restocking fee. Discretionary returns (if approved on a case-by-case basis) must be requested within 30 days and require insured return shipping; if the order subtotal exceeded $150, the return must use a signature-required service. All items are guaranteed to arrive as described, subject to the conditions outlined in our commitment to quality and money-back guarantee. See our Refund Policy and Terms of Service for state-specific terms.