Shipping & returns

Processing Time

If your order is placed before 11am on a working day (Monday-Friday), your order starts being processed the same day. 

Orders placed on Saturday, Sunday, and Public Holidays will be processed the following working day. That means if you order on a Saturday, expect your order to be processed the next Monday.

What’s Next After A Purchase Is Made?

Your order will go thru the process below before pass on to courier service. It will take around 1 to 3 working days.

Cirlcetones

Order in >> Payment Verification >> Deliver Packaging Material to Seller

Seller

Packing >> Courier Pick Up >> Providing Tracking Number to Customer

Delivery Policy

Circletone requires that all items are shipped out within 3 days of the payment clearing. 

Once payment is cleared, Circletone will shipped the packaging materials to the seller

If you are unsure of how to pack or ship your item, we have detailed shipping guides here that explain best practices when packing and shipping guitars, drum sets, keyboards, amps, pro audio gear, and more

Once you have your item securely packed up, contact our courier service and they will pick up the package from you the seller.

Shipping Estimation Arrival

  • Peninsular Malaysia :
    • All size items;(Courier Services) 1-3 working days
  • East Malaysia Sabah Sarawak Labuan :
    • Small Size Items: (Courier Services) 2-4 Working days ( Product / Dimension Weight On or Below 5KG)
    • Large Size items: ( Sea Shipping ) 14 to 21 working days ( Product / Dimension Weight Above 5KG)
    • Additional : Air-Freight for Large Size Item available : Please contact us for more information : [email protected]
  • Estimation Time

States

COD & Installation

Shipping

Kuala Lumpur

Available, On Request

1-3 Working Days

Selangor

Available, On Request

1-3 Working Days

Putrajaya

Available, On Request

1-3 Working Days

Penang

-

1-3 Working Days

Johor

-

1-3 Working Days

Kedah

-

1-3 Working Days

Kelantan

-

1-3 Working Days

Malacca

-

1-3 Working Days

Negeri Sembilan

-

1-3 Working Days

Pahang

-

1-3 Working Days

Perak

-

1-3 Working Days

Perlis

-

1-3 Working Days

Terengganu

-

1-3 Working Days

 

States

Air Shipping (Small Item)

Sea Shipping (Big Item)

Sabah

2-4 Working Days

14-21 Working Days

Sarawak

2-4 Working Days

14-21 Working Days

Labuan

2-4 Working Days

14-21 Working Days

Trace Tracking

For Courier Services tracking:  

*link to https://easyparcel.com/my/en/track/

 

For Sea Shipping tracking :

Please do Contact our team by phone @012 -7193116or Email to [email protected]

 

Refunds & Returns for Buyers

What is my protection as a buyer?
All purchases on the site are backed by our Circletone Buyer Protection. If anything arrives damaged or not as described, you just need to contact the seller or Reverb within 24 hours of delivery with documentation of the issues. We always recommend contacting the seller first, as the majority of issues are resolved between buyers and sellers. (unless Seller state as is and no refunds allowed)

Anything outside of that 24 hours window, or a situation that is not damaged/not as described, Circletone would then guarantee a refund of 50% of the purchase price.

As far as manufacturer warranties, that would be dependent on the sellers and what they are offering with their specific listing.

 

Circletone Protection

Reverb Protection is what makes our community so strong. Here’s how we ensure a positive experience within the Reverb marketplace, whether you’re a buyer or a seller.

 

How do I qualify for Circle Tone Protection?

Orders must be carried out directly through the Reverb website or mobile app to qualify for Circle TOne Protection. This includes record of both payment and shipment. Any order transacted through private messaging or offsite does not qualify. Additionally, disputes must be communicated to Reverb within 7 days of the shipment being delivered (or within 14 days of the anticipated delivery date in cases of non-delivery).

Our Process

1

The buyer should fill out this form or contact [email protected] immediately and describe the situation with relevant details on what has occurred. Reverb will likely require pictures of any damage and a repair estimate, so please procure those in advance. This requirement can be waived solely at Circletone's discretion. Communication must be made within 24 hours of the shipment being delivered (or within 14 days of the anticipated delivery date in cases of non-delivery).

2

Circletone will review the sale and communicate with the seller in order to reach resolution.

3

If no resolution is reached, Circletone will recommend the next step the buyer should take depending on the method of payment used.

4

CIrlcetone will provide documentation to payment institutions in situations deemed appropriate. This is left to the sole discretion of the CIrlcetone m staff.

 

 

What are the steps of getting a refund/return started?

  • Gather documentation (e.g. photos, video) of any issues once they are encountered and message the seller on Reverb with that information
  • Request a refund on the order
  • Allow the seller 24-48 hours to respond to this request
  • Once approved, ship the item back to the seller (unless a partial refund or other arrangements were discussed)
  • Once the item is back in the seller's possession, your refund should be initiated in 48 hours

If the seller remains unresponsive to your messages and refund requests after 48 hours, you can open up a support ticket with our Customer Engagement team to step in and assist

Who is responsible for return shipping costs?
If the item you purchased arrived damaged or not as described, and you reported the issues to the seller or Reverb within 24 hours of delivery, the seller would be responsible for the return shipping costs (if the sellers accepts return- only based on not as described)

On a preference-based return, there will not be any returns, however Circletone will gurantee to purchase back at 50% transacted price

In most situations, sellers can purchase return shipping labels directly via Circletone

Where can I find a return address?
Ultimately, you will want to contact the seller of your item to get their preferred return shipping address. You can message them via your purchases page here.

It is very important to ensure the seller approved your return before shipping the item back.

 

Refunds & Returns for Sellers

What does Reverb expect out of sellers?
As a seller using Circletone, you are expected to described of the guitar as specific as possible and honor to accept return in the event that it is not as descrbied. Time frame that returns are accepted is within 24 hours upon receiving the guitar and seller will be responsible for cost of return shipping.

Do I need to accept a return?
Buyers are protected by our Reverb Buyer Protection on anything that arrives damaged or not as described, if issues are brought to the attention of Reverb or the seller within 24 hours of delivery. This also includes orders that were paid by the buyer but not shipped out within our 3 business day time-frame.

Do I need to pay for return shipping? 
In damaged or not as described situations, if the item is being returned back, the seller is responsible for that return shipping cost. In most situations, you can provide a return shipping label at a discount via your Circletone order page.

How long do I have to complete my refund?
When you accept the return of an item you've sold on Circletone, and you've selected the "Issue Refund Upon Return of Item" option, Circletone expects you to complete that refund within 48 hours of receiving the item back from the buyer.