Shipping policy

Last updated: June 14, 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.

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'll receive a confirmation email with tracking information.

Payment and Order Processing

All payments are manually captured after review to verify they aren't 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. 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: 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 $150 per package, at our expense. Delivery typically takes 2-5 business days, depending on the carrier, though times aren't 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 $250 per package, per our 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.

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.

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 $250 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.

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'll 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 of the damaged item and all original packaging. Customers must retain all original packaging and materials until the claim is resolved, as these may be required for inspection by the carrier or Shipsurance; failure to do so voids Shipsurance insurance and return eligibility. For approved returns of damaged items, we cover the full cost of return shipping by providing a prepaid return shipping label or reimbursing reasonable shipping costs. Customers must fully inspect and test all equipment within this 15-day period, as we aren't liable for issues reported thereafter. For full refunds requiring return of the item, see the Refund Policy.

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 2 business days.

Refund Policy Summary

All sales are final except for damaged or lost items; refused deliveries incur a 15% restocking fee. See our Refund Policy and Terms of Service for state-specific terms.