Lifetime Warranty | FAQs
If you have a burning question that isn't answered below, use the form on the contact page to submit it. The most frequently asked questions and their answers will be posted here.
Q: Which methods of payment does O’Neill Custom Drums accept?
A: O'Neill Custom Drums accepts all major credit cards (Visa, Master Card, Amex, and discover) via Square.com secure ordering; however, certified bank checks are also accepted.
Q: Is a deposit required?
A: A 50% deposit is required for all orders before the build process is started.
Q: Can I return an order?
A: Any order can be returned within 30 days of receipt; however, customers are responsible for the cost of return shipping. Also, because all returns must be resold as "pre-owned," they're subject to a 20% restocking fee.
Q: What happens if I order a drum and I don't like the way it looks or sounds?
A: Ordering anything online presents the possibility that what you receive won't be exactly what you were expecting; however, because I make each drum by hand with extreme care, using only the highest quality components and materials, I'm absolutely confident that you'll love what you get. In the event that you're not satisfied with the way your drums sound, I'll work with you directly to dial in your sound. Very often, it's just a matter of selecting different heads, tweaking a drum's tuning, etc.
Q: How does the ordering process work?
A: The ordering process can be broken down into three simple steps: consultation, quote, and build:
Get in touch with me and we’ll talk. I’ll ask you about how you play, what genres you typically perform, and the kind of sound you’re after. I’ll walk you through your options, listen to and answer any questions you may have, and help you arrive at a set of specifications that’ll meet your exact wants and needs.
The point of this step in the process is to ensure you get exactly the drums you want.
With your requirements nailed down, I’ll provide you with a quote. Typically, a quote is provided within 24 hours; however, depending on what you order, further investigation may be required, extending the usual 24-hour turn-around time.
Once you’ve received the quote, I’ll ask that you review it and get back to me one last time with any questions or concerns before finalizing your order.
This step is critical -- there’s “no going back” once certain steps of the build process have been started!
Upon receipt of your approval and 50% deposit, the build process begins. During the build process, I’ll keep you posted regarding the progress of the build.
Q: What's your normal turn-around time?
A: Turn-around time for the "average" four- to five-piece kit is typically 8 to 12 weeks, but the number of drums you order and the complexity of each drum can extend this period. (While the build of custom drums is something that should never be rushed, if you need something delivered by a specific date, this can be discussed during the consultation step.)
Q: Will you build anything?
A: I could build anything, but I’ll do my best to steer you clear of choices I feel might be unwise for any particular reason.