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Buying Our Products

  • What is Kibo?

    Kibo is an order management platform that allows D’Addario to partner with a network of our most valuable retail partners for faster delivery times and expert product support. Kibo’s service team also assists with order support as outlined below.

  • What is the status of my order?

    You will receive an email confirmation of your order upon submission, and a second email containing tracking information once your order ships.


    Please visit the order tracking page for additional information, or if you have an account you may view more details in the order history section. 


    If you need additional information, please contact Kibo support by email or live chat via this link, or call Kibo at 877-412-7467 and they will be happy to assist you. 

  • How do I initiate a return?

    For orders placed through this website, returns are accepted up to 30 days from the original order date. To initiate a return, please contact Kibo support by email or live chat via this link, and they will be happy to assist you.


    Please note:

    Player Circle orders placed with points cannot be returned or refunded.

    Custom picks and drumheads cannot be returned. Please see the FAQ section.

    Returns shipped to D’Addario without authorization will be rejected.


    If you bought a product from a local store or an online retailer, please contact their customer service team for further instructions.

  • How do I resolve a problem with my payment?

    If you received notice that there is a problem with the payment of a pending order, please contact Kibo. As it may require a new credit card or other personal information to be exchanged, we suggest doing so via phone. Please call (877) 412-7467 in the US or Canada, or (+44) 01793 461650 for locations in Europe.

  • Kibo was not able to assist me with my request. What should I do?

    D’Addario is committed to providing quality customer support. If Kibo was not able to resolve an issue to your liking, please contact us directly and we will do our best to assist. If related to an issue with your order, please provide the date of your order, order number, and email address associated with your account. Contact D’Addario 

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