IHQ is the customer support contact for merchandise purchased through instrumentalhq.com. Do not send an item to a fulfillment provider unless IHQ gives written instructions.
Eligible product problems
A reprint, replacement, or refund may be available when an item arrives damaged, has a manufacturing defect, is materially misprinted, or is different from the product or option confirmed in the order. Eligibility depends on the order record, submitted evidence, and applicable law.
How to report a problem
Contact IHQ within 30 calendar days after delivery. Include the order reference, a clear description, and readable photographs showing the full item, the problem, and any relevant packaging or shipping label. Do not include payment-card information. Keep the item until IHQ completes its review.
Made-to-order products
Because merchandise is produced for the order, IHQ generally cannot accept a return or exchange solely because the customer selected the wrong size or color, changed their mind, or no longer wants the item. Review the product details and selected option before payment. This limitation does not remove rights that cannot be waived under applicable law.
Available resolution
IHQ will evaluate the claim and may offer a reprint, replacement, refund, partial refund, or another appropriate resolution. A return is not normally required for a confirmed production defect, but IHQ may provide specific instructions when necessary. Do not discard or ship the item until the review is complete.
Refund timing
Approved refunds are returned to the original payment method. Processing time after approval depends on the payment provider and financial institution. Shipping charges are refunded only when included in the approved resolution or required by law.
For changes before production, review the Merchandise Order Policy. For delivery questions, review the Shipping & Delivery Policy.