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Shipping, Payment, and Return Policy


We want you to love your purchase! If you're not completely satisfied let us know and we will work with you to make it right. Please note: due to the handmade nature of our instruments there may be slight variations and imperfections in some items. We strongly believe this is one of the beautiful things about owning a handmade instrument.  Shipping, packaging/handling charges are not refundable. If you receive a refund, the cost of shipping will be deducted from your refund. 

Exchange + Returns Information

Our policy lasts 7 days from the day you receive your instrument. Beyond this, unfortunately we can’t offer you a refund or exchange.  We will consider an item sold (non-returnable) if we are not notified by email or telephone within 7 days of delivery of goods (no exceptions).  To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

To exchange/return an item please call or email for a Return Authorization.  Any item returned to us without our authorization may be refused. Return items should be properly packed, insured and shipped prepaid.  Due to certain reasons, we can not exchange or give refunds on books, software, drum heads or any flute/reed instruments (health regulations). Instruments that have been custom ordered (special tuning ie. A-432 Hz natural tuning) are also consider final sale.  Customers are responsible for shipping, both ways; in the event of a free shipping promotion, and the goods are exchanged/returned, the customer will be responsible for the actual outbound shipping charges.  All returned items must be in new original condition, any damages of any kind, the customer will be responsible for, and deducted from your return.  Effective December 1, 2020 All returns/cancellations are subject to a 5% restocking fee.   All international customers (goods shipped outside of Canada) are responsible for any customs brokerage fees on returned/exchanged merchandise.  This customs brokerage fee does not apply to Canadian residents. 

Please note as a formality, when placing your order and checking the box you are agreeing to these terms via electronic signature. 

We are trying to offer our customers a hassle free exchange/return policy.


Instruments which are offered as Pre-Orders, Currently in Production are generally offered at a discounted price. You will be billed on your credit card with the understanding that your order will be processed next in line once the instrument arrives, usually a expected shipping date is given under availability and also stated on your e-invoice emailed to you.  Customers who cancel prior to the expected shipping date stated on the e-invoice are subject to a 10% cancellation fee. We understand in a perfect world everything would go according to plan, unfortunately we do not live in a perfect world. In the event the we are delayed with completing your order due to unforeseen circumstances (manufacturing or shipping lines),  the customer will have the option to either remain with the current pre-order or cancel without penalty.    

Shipping Method


We ship all our products via FedEx, UPS and Canada Post.
We require your complete shipping address; please also include your daytime telephone number. FedEx nor UPS will not deliver to a P.O. Box address. Presently all our products are shipped from our Canadian Location. Any applicable customs duties/taxes or brokerage fees that are imposed in clearing your shipment for entry into your country are the customers responsibility.  Want to estimate the duty & taxes? Use this online calculator to do so, estimate duty & tax

Transit Times:

                         UPS - Transit time/shipping time calculator 

                         Canada PostTransit time/shipping time calculator

                         FedEx - Transit time/shipping time calculator

                         Purolator - Transit time/shipping time calculator                                


*These are external links directly from the shipping company, Kala Kendar (Canada) Ltd. is not liable for any delays caused by third parties once a confirmation of shipment has been emailed. 

All of our products that are shipped with FedEx/UPS are fully insured and are included in our shipping charges. All products shipped with Canada Post are only insured for non-delivery, and does not include any tracking number or damage protection to the package or product. Shipments with Canada Post usually are delivered within 2 - 4 weeks.  Please note a claim for non-delivery must be made with your local post office.  In the event of shipping damage, please contact your local carrier and file a damage claim using your tracking number (if applicable). Please retain all the packaging and its contents! We will assisst in providing you all documentation.

We make every effort to send your package out in a timely fashion, usually within 24 - 48 hours, if there is a delay we will notify you via email.  Please note we can not be held liable for delays by the shipping company (UPS, FedEx and Canada Post). 

The Free shipping method does not carry any damage insurance, only non-delivery insurance.

All of our instruments are shipped from our Canada location. As always the instruments are double-checked prior to shipping by us and expertly packaged in strong corrugated boxes with plenty of foam fill.  We do not 'drop-ship' or ship directly to the customer from India, it might be cheaper, but there is never usually any assurance that the instrument is tweaked fully/properly.  This makes a Huge difference! 

For our Customers outside of Canada/USA, we suggest you select FedEx/UPS for large value items and Canada Post for smaller items.

In-Store Pickup

Save on the shipping charges, place your order online and pick it up from our showroom in Toronto, Canada. When ordering your instruments, simply state it in the Additional Comments box of shopping cart the date you will be picking up your instrument. We will have your order setup, tuned and ready to go.

Payment Method


We Accept payment in the form of Visa, Master Card, American Express, Paypal and Interac e-Transfer

This website will allow you to view prices in Various Currencies and (CAD) Canadian Dollars.  Please note, for the currency listed in USD, (US Dollars) is for indication purposes only, as a Canadian company we bill all our products in Canadian Dollars.

Canadian residents will be subject to HST; there are no sales taxes for goods shipped outside of Canada.

Customers outside of Canada maybe required to make a payment only via Bank Wire transfer / IBAN / BACS as certain restrictions from card issuer/financial institutions. 

Kala Kendar (Canada) Ltd.  reserves the right to refuse, cancel or limit quantities on a order, with notification to the customer. 

All Payments are handled through VeriSign Payments Services  & Global Payments Systems. and are processed in Canadian dollars on your credit card using the most current conversion rate at the time of purchase.

Kala Kendar (Canada) Ltd provides a secure and private shopping experience. We safeguard your information using industry standard SSL encrypted servers. This process codes the information transferred between you and the server and renders it unreadable to anyone trying to intercept the information.To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

Any personal information you provide to Kala Kendar during your visit to the online store is managed by Kala Kendar and held in the strictest of confidence. We don't give or sell any of this information to outside organizations. For additional information, please see the Kala Kendar (Canada) Ltd.  privacy statement. 

If you have any concerns or feel more comfortable ordering by telephone, please call us at 1 (416) 463-3111.

 Order Options: 

  •  Order and Pay entirely online (the fastest method)
    Shop throughout our store and place the items you wish to purchase into your shopping cart. Remember, you may change the quantity of any item in your shopping cart, as well as remove it completely, at any time.
    When you have completed all of your shopping, simply fill out and submit the online order form including your credit card number and expiration date, plus all the necessary billing and shipping information. You will then receive an Order Confirmation/Tracking Number to which you can refer to check the shipment status. Be sure to include your daytime phone number and E-mail address so that we can contact you with any questions regarding your order.
  • Order and Pay entirely by Phone:
    If you do not wish to order online using our SECURE Transaction Server, just give us a call in Canada at 1 (416) 463-3111.

         We process orders Tuesday thru Sunday from 12pm - 6pm Eastern Standard Time.

Overseas Customers & Outside of CANADA

At Kala Kendar, we think globally. We can ship to any City around the Globe and have it on your doorstep as fast as 5 Business Days. Our shopping cart is designed to give you a quote for the shipping charges once you select your designation country. International orders will be shipped via FedEx, UPS or DHL for large items and Canada Post for smaller items. 

Any applicable customs duties/taxes or brokerage fees that are imposed in clearing your shipment for entry into your country are the customers responsibility.  Want to estimate the duty & taxes? Use this online calculator to do so, estimate duty & tax

All of our products are fully insured and included in our shipping charges.

A Word about Indian Instruments (Blemishes & Marring)

Majority of Indian instruments are made exclusively by hand, using minimal tools and as with all folk instruments, there will be slight variations. Their may be blemishes (wood fractures, scuffs, denting, etc.) which are so minor that they will not be notice for a while, these are cosmetic flaws, which will have no adverse effects on the tonal quality (we have already put these instruments through a rigorous inspection process). Finishes are made using shellac and so are highly sensitive to heat and impressions, our policy on damage does not apply to minor finish problems.  An Indian instrument rarely leaves the hands of his maker without a slight blemish or 'birth mark'.   If this is an issue for you, please consider this before ordering! 

All the instruments have been photographed in natural light, with some minor color corrections for better viewing

Special Orders

Can't find what you’re looking for? Chances are we have access to it. Please email, Kala Kendar your inquiry, if possible please send us a picture of the product your interested in.  Please note special orders can not be cancelled.