Frequently Asked Questions (FAQ)

Last updated: October 02, 2025

Welcome to The Handpan FAQ section — here we answer the most common questions regarding our instruments, ordering, and customer service.

 

General Information & Ordering

 

1. How long does it take for my handpan to be delivered?

Our handpans are carefully packaged and shipped within 1–2 business days. Delivery time within the United States typically takes 7–9 business days (Monday–Friday). The total duration from order placement to delivery is generally 8–11 business days.

 

2. Is shipping free?

Yes, shipping within the continental United States is completely free. There are no hidden fees or minimum order values.

 

3. Where do you ship?

We currently ship exclusively within the United States. Note: We are working on offering delivery to other international countries soon.

 

4. Which payment methods do you accept?

You can pay securely with us using:

  • PayPal

  • Credit Card (Visa, Mastercard, Discover)

  • American Express

  • Shop Pay / Google Pay / Apple Pay

All payments are processed via encrypted and verified payment services.

 

5. Can I cancel or modify my order?

Yes – as long as your order has not been shipped, you can cancel or modify it. Please contact us as quickly as possible at support@TheHandpan.com.

 

Returns, Warranty & Maintenance

6. How do returns work?

You have a right of withdrawal (return) of 30 days after receiving your order. We accept returns for both defective and undamaged products. The return shipping costs are borne by the buyer (except for faulty items). More details can be found in our comprehensive return policy.

 

7. When will I receive my refund?

After receiving and inspecting your returned item, the refund will be issued within 7 days via the original payment method.

 

8. How do I properly maintain my handpan?

Maintain your handpan regularly to preserve its unique sound:

  • Wipe the surface with a soft, dry, or slightly oiled cloth.

  • Store it in a dry, temperate place.

  • Avoid humidity, extreme temperatures, and direct sunlight.

  • Use specialized handpan oil (e.g., Phoenix Oil) as needed.

 

9. Can I play my handpan outdoors?

Yes, absolutely! However, make sure to avoid direct sun and rain. For outdoor playing, a case or bag is recommended for protection.

 

10. What happens if my handpan arrives damaged?

Should your instrument be damaged during transit, please contact us within 48 hours of receipt. We will arrange for a free replacement or a full refund.

 

11. Do you offer a warranty?

Yes, every handpan comes with a 2-year warranty against manufacturing defects. Damages resulting from improper use are excluded.

 

12. Do you offer retuning services?

Yes – if your handpan slightly goes out of tune over time, please contact us. We will assist you in forwarding the instrument to a qualified workshop.

 

Customer Service & Experience

13. Can I try a handpan before I buy?

As we are an online store, this is currently not possible. However, we offer video and audio recordings of our instruments so that you can realistically experience the sound and tuning.

 

14. Do you have a physical store location?

No, The Handpan is strictly an online shop. This allows us to guarantee fair prices and direct customer service.

 

15. How can I reach customer service?

📧 support@TheHandpan.com 📞 +33 6 76 06 21 24 Operating Hours: Monday–Friday, 8:00 AM – 5:00 PM EST