Frequently Asked Questions
🎵 About Our Instruments
Q: Are the instruments tuned and ready to play?
A: Most of our instruments are hand-tuned by our artisans before shipping. Quenas, quenachos, panflutes, and sikus are tuned and play-ready. Some ocarinas in our catalog may not have a specified tuning — please check the product description or contact us if tuning accuracy is important for your needs. We recommend a short warm-up period as natural wood instruments adapt slightly to humidity and temperature changes.
Q: What materials are used to make the instruments?
A: We use traditional Andean materials including native bamboo, cane (caña), and select hardwoods. Each instrument is handcrafted in Peru following ancestral techniques passed down through generations.
Q: Does the instrument come with a case?
A: Most of our instruments include a case. Quenas, quenachos, panflutes, and sikus come with a case included. Some instruments such as ocarinas and rondadores are sold without a case — please check the individual product description for details.
Q: Can I request a specific tuning or key?
A: Most of our instruments are available in multiple keys and tuning standards (440Hz, 432Hz, 445Hz). Please check the product options or contact us before ordering if you have a specific requirement.
✍️ Laser Engraving
Q: How does the laser engraving service work?
A: After placing your order, select the "With Laser Engraving" option and enter your desired text (name, initials, or short phrase — max. 30 characters). Our team will contact you to confirm the design before proceeding.
Q: Does engraving affect the sound of the instrument?
A: No. The engraving is applied to the external body of the instrument and does not affect its sound, tuning, or structural integrity.
Q: Does engraving add extra time to my order?
A: Yes, laser engraving may add 1–2 business days to processing time before shipment.
📦 Orders & Shipping
Q: How long does shipping take?
A: Delivery times vary by destination and shipping method:
— Americas: 10–20 business days
— Europe: 15–25 business days
— Asia & Oceania: 20–35 business days
DHL Express is also available for faster delivery worldwide. As express shipping rates depend on the destination and package weight, please contact us before placing your order to receive a personalized quote.
Q: Do you ship worldwide?
A: Yes, we ship to most countries worldwide from Peru. If you have questions about your specific country, please contact us before ordering.
Q: How can I track my order?
A: Once your order ships, you will receive a confirmation email with a tracking number. You can use it to follow your shipment in real time.
Q: Can I combine shipping for multiple items?
A: Yes. When you purchase multiple items in the same order, they will be shipped together in one package whenever possible, optimizing shipping costs based on total weight.
💳 Payments
Q: What payment methods do you accept?
A: We offer the following payment options:
💳 Credit & Debit Cards: Visa, Mastercard, and American Express — processed securely at checkout.
🅿️ PayPal: Pay with your PayPal balance or linked card.
🏦 Bank Transfer (Wire Transfer): Available for customers who prefer to pay directly to our bank account. Please contact us before placing your order to request our banking details. Orders paid by bank transfer will be processed once payment is confirmed.
All prices are in USD.
Q: Is it safe to buy from your store?
A: Absolutely. Our store is powered by Shopify, one of the world's most trusted e-commerce platforms. All payment information is encrypted and processed securely. We never store your payment data.
🌍 Taxes & Customs
Q: Will I be charged customs or import taxes?
A: For orders shipped to the United States: All US orders are subject to import tariffs as mandated by US Customs. We collect and remit this fee at checkout on your behalf, so you will not be charged any additional fees upon delivery.
For all other countries (EU, Canada, Asia, Oceania, etc.): Your order will be shipped DDU (Delivered Duty Unpaid). Local VAT, customs duties, or import taxes may apply upon arrival and are the responsibility of the customer. We recommend checking your country's import regulations before ordering.
Q: Do you include customs declarations with shipments?
A: Yes. All packages include accurate customs documentation as required by international shipping regulations.
🔄 Returns & Customer Service
Q: What is your return policy?
A: We want you to be completely satisfied. If you receive a damaged or defective instrument, please contact us within 7 days of delivery with photos and we will work to resolve the issue promptly.
Q: How can I contact you?
A: You can reach us through our Contact page. We aim to respond within 24–48 hours.