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PANDEIRISTAS
PANDEIRO WORLD
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FAQ - Frequently Asked Questions
If you have a question which is not answered here please contact us.
Payment options:
What payment methods does pandeiro.com accept?
Do I have to register with PayPal in order to make a payment on their site?
I'm having trouble using PayPal. Could it be because of the country I live in?
Are there alternative ways to place an order?
Shipping options:
Understanding the shipping options ("Regular" vs "Express", etc)
Additional information about shipping and delivery times
Which shipping service does pandeiro.com use?
Will I have to pay any taxes/duty upon arrival?
Where are your products shipped from?
Delivery:
Can I track my order online?
What happens if my order seems to be lost or delayed?
What happens if my order arrives damaged?
Undelivered orders - PLEASE READ!
Other:
The skin on my pandeiro arrived really loose/tight. Is this normal?
The skin on my pandeiro looks different than the photo on the site. Is this normal?
I recently noticed a sudden price increase/decrease on pandeiro.com. Why?
Why is the weight of the pandeiro I bought different than what's mentioned on the site?
Is there a return policy?
What are the differences between the "round rim" and "flat rim" models?
Australian customers - please read!
Understanding the shipping options
These are the four options you will be offered during the checkout process. Please select carefully to match the contents of your order!
Which shipping service does pandeiro.com use?
The Brazilian Correios (Brazilian Postal Service). Once it arrives in the destination country it will be delivered by the local postal service. We don't use FedEx or UPS because it's just too expensive for our customers. The Brazilian Correios is very reliable. Occassionally our packages get delayed, but we haven't lost an order yet, and they've been sent around the world! In almost all cases, any delays are caused by the Customs department or postal service in the destination country. Back to top ^
What payment methods does pandeiro.com accept?
Pandeiro.com accepts payments via it's website shopping cart, which are processed by PayPal. At the end of the checkout process you will be taken to PayPal.com to complete your transaction in a 100% secure environment. PayPal accepts most major credit cards including Mastercard, Visa, American Express and Discover. You can also pay directly from your PayPal account if you have one, but a PayPal account is NOT necessary to make purchases on pandeiro.com. Back to top ^
Do I have to register with PayPal in order to make a payment on their site?
No. This is not necessary. When you arrive at PayPal.com you will see an option to log-in for members, or to sign-up for non-members. However, you will also see an option to make payment with a credit card, without being a member. Back to top ^
I'm having trouble using PayPal. Could it be because of the country I live in?
It's possible. Please keep in mind that PayPal has different restrictions for different countries, so customers in certain countries may have tighter restrictions. Becoming a member and passing through PayPal security protection procedures can help with this. Please read the PayPal site for more information, or contact pandeiro.com directly to make payment using an alternative method. Back to top ^
Are there alternative ways to place an order?
Yes. If you don't have a credit card or prefer not to use one, you can make payment using a bank Wire Transfer to a bank account in the United States, or via deposit to a Brazilian band account if you're in Brazil. Please contact us via the Contact page for instructions. Back to top ^
Can I track my order online?
Only if you chose "Express" as your shipping option (this doesn't include "Express-flat"). If your order was shipped with the other shipping methods and the estimated delivery time has passed please contact us to look into the situation for you.Back to top ^
What happens if my order seems to be lost or delayed?
If your order seems to be lost or delayed please notify pandeiro.com by email, but please wait until after the estimated delivery time has passed (if you would like to know more specifically how much time that is for your country, please email us). We will then notify the Brazilian Correios and they will begin an inquiry with your country's Postal Service. Responses to these inquiries take up to 60 days from the time they are initiated. After those 60 days have passed (from the time the complaint was made), if your order has not appeared, we will either refund your payement (including shipping cost) or send you a replacement order at no expense to you - your choice. Back to top ^
What happens if my order arrives damaged?
If your order arrives damaged please save the box and everything that came with the order. If possible, photograph the packaging and the contents and don't throw anything away. Register a complaint with your local Postal Service and then notify pandeiro.com by email. We will then advise you as to what to do next. Please do not worry, we will take care of the situation. If a new order needs to be sent out to you there will be no expense to you, but it will be shipped at the same rate that was originally paid for. Back to top ^
Is there a return policy?
Unfortunately we cannot offer a return policy due to the complexities of international shipping. Back to top ^
The skin on my pandeiro arrived really loose (or tight). Is this normal?
Yes to both. All pandeiros are tuned down completly before they are shipped out. You should actually do the same whe you're not playing it. It takes the tension off the frame as well as the skin itself. This is good for the longevity of both! So, ideally, the skin would arrive completely loose when you open the box. However, reality is another thing as climate changes during shipping (including air conditioning) will frequently cause the skin to tighten up - sometimes extremely tight, even with the tuning lugs left completly loose. To remedy this situation, just give the skin a good open-palm slap in the middle of the head and it should release the tension. You can do this a few times if necessary. Once the skin "gives" and lowers down in tone, you can start to tune it up again to a tuning of your choice. Many luthiers and players recommend tuning and de-tuning using a diagonal, criss-crossing technique to make sure you're putting even tension on each side of the drum. Whichever way you decide to tune and de-tune you should be aware of the balance of tension on the rim. Make sure you tune evening around the rim. This is important! Back to top ^
The skin on my pandeiro looks different than the photo on the site. Is this normal?
Yes. Please remember that these are goat skins, so variations in the appearance of the skin are totally normal. Bone, fat and other substances in the animal cause markings and discoloration to the skin. Hairs are also commonly present on the underneath of the skin. The less of all these things you see on an animal skin instrument the more the skin has been chemically treated. Many luthiers feel that too much treatment is bad for the sound of the skin. Pandeiro.com has no obligation to send you a pandeiro with a skin that looks exactly like what you see in the photo on the website. That said, all the luthiers offered on pandeiro.com take pride in selecting the best skins available to them and we double check their choices. Remember, sound is what's important here, not appearance! Back to top ^
I recently noticed a sudden price increase/decrease on pandeiro.com. Why?
Pandeiro.com is at the mercy of the Dollar/Real exchange rate. So when the Dollar drops in value against the Real and stays down for a long period of time there's no option but to raise prices. Also, the local prices the luthiers pay for materials can be quite volitile, which causes them to have to raise their prices as well. We do our best to not raise prices often, but at times it's unavoidable. When the opposite occurs, and the Dollar gets stronger against the Real, prices will sometimes be lowered to pass that savings onto customers. Back to top ^
Why is the weight of my pandeiro different than what's mentioned on the site?
The weights listed on the site are approximate. Wood and skin density varies from instrument to instrument, so there will always be a slight difference in weight from pandeiro to pandeiro, even of the same model. That said, the weights listed on the site give a good indication of differences between the pandeiros and they should be accurate within 10 - 20 grams (more or less) in either direction.
Back to top ^
Will I have to pay any tax/duty upon arrival?
Each country has it's own laws regarding import taxes and if there are any due they are the responsibility of the customer. Consult your country's postal service for more information. To try to help reduce the amount of tax that may be charged, pandeiro.com declares only the necessary value for insurance purposes. This is less than the actual price paid by the customer. We also ship in plain packaging, without an invoice, which may or may not help as well.
Back to top ^
Where are your products shipped from?
Rio de Janeiro, Brazil.
Back to top ^
What are the differences between the "round rim" and "flat rim" models?
On pandeiro.com there are two luthiers offering both of these rim styles. In the case of the Bira models, the difference is greater. The round rim model features a thicker skin and the sound of the instrument as a whole (including the jingles / "platineals") was modeled after Marcos Suzano's sound, while the flat rim model has more of a traditional sound found in choro and samba, etc.. The round rim model is also heavier and a bit bulkier in the gripping hand. In the case of the Pizzott models, the sound difference isn't as drastic, but the round rim model does have a bit of a heavier and dirtier sound. Besides the sound factor, the "feel" of a round or flat rim comes down to personal preference. If you're just getting started and have doubts as to which to choose, we'd recommend going with the flat rim models.
Back to top ^
Australian customers - please read!
Since pandeiro.com was founded in 2004 we only know of one case when the Australian Customs Agency quaranteened a pandeiro we sent because of the goat skin. They wanted documentation regarding the treatment of the skin, which we could not provide, so they wanted to subject the pandeiro to some sort of radiation treatment. The customer wasn't comfortable with that, so he sent the pandeiro back at his own expense, we cleaned up the skin as much as possible (it wasn't any different than all the others which had been sent to Australia over the years!) and the customer paid to have it shipped back again. After this experience, we unfortunately had to add this disclaimer to this page - that as of June, 2009 Australian customers will have to order at their own risk. We will try to send you the cleanest looking skins possible if requested, but we cannot be held responsible for any problems you have with the Australian Customs Agency, and this includes any financial responsibility. We are sad to have to add this disclaimer, as we've had many great customers from Australia over the years and would like to continue sending instruments to all of you!
Back to top ^
Undelivered orders - PLEASE READ!
If you occassionally have problems with your mail delivery, specifically with not receiving notifications of attempted delivery, please notify your local post office that you are expecting a package from Brazil. After two or three delivery attempts, most countries will return a package as "undeliverable". Pandeiro.com is NOT responsible for unclaimed packages which are returned to Brazil. If your order is returned to us as "undeliverable" or "unclaimed" we will refund the cost of your order (minus PayPal fees, if more than 60 days have passed), but we will be unable to refund the shipping fee that you paid.
Back to top ^
If you have a question which is not answered here please contact us.
Payment options:
What payment methods does pandeiro.com accept?
Do I have to register with PayPal in order to make a payment on their site?
I'm having trouble using PayPal. Could it be because of the country I live in?
Are there alternative ways to place an order?
Shipping options:
Understanding the shipping options ("Regular" vs "Express", etc)
Additional information about shipping and delivery times
Which shipping service does pandeiro.com use?
Will I have to pay any taxes/duty upon arrival?
Where are your products shipped from?
Delivery:
Can I track my order online?
What happens if my order seems to be lost or delayed?
What happens if my order arrives damaged?
Undelivered orders - PLEASE READ!
Other:
The skin on my pandeiro arrived really loose/tight. Is this normal?
The skin on my pandeiro looks different than the photo on the site. Is this normal?
I recently noticed a sudden price increase/decrease on pandeiro.com. Why?
Why is the weight of the pandeiro I bought different than what's mentioned on the site?
Is there a return policy?
What are the differences between the "round rim" and "flat rim" models?
Australian customers - please read!
Understanding the shipping options
These are the four options you will be offered during the checkout process. Please select carefully to match the contents of your order!
- Pandeiros/Cases (Regular): For orders that include a pandeiro and/or case.
Approximately 3 - 5 weeks - Pandeiros/Cases (Express): For orders that include a pandeiro and/or case.
Approximately 1 - 2 weeks. - Books/DVDs/CDs (Regular-flat): For orders that ONLY include flat items (NO pandeiros or cases!).
Approximately 3 - 5 weeks. - Books/DVDs/CDs (Express-flat): For orders that ONLY include flat items (NO pandeiros or cases!).
Approximately 1 - 2 weeks.
- These are estimated delivery times for after the order has been shipped - not from the time the order was placed.
- Orders are shipped 2x/week. Orders placed between Monday - Wednesday are usually shipped on Friday. Orders placed between Thursday - Sunday are usually shipped on Tuesday.
- Express shipping is not offered for some countries (this can change at any time, without notice).
- Pandeiro.com is not responsible for shipping delays and refunds are not given for cases of delayed delivery.
- The time estimates for shipping are for the time it takes to arrive in your country. However, local Customs and Postal Service can delay delivery to your delivery address (some countries are worse about this than others). Pandeiro.com is not resposible for these local delays.
- If you would like to know the specific delivery time to your country, please email us.
- In general we ask for your patience when ordering with us. We do our best to deliver as fast as possible, but sometimes delays are unavoidable, due to the complicated nature of international shipping. In the end we think the wait will be worth it!
Which shipping service does pandeiro.com use?
The Brazilian Correios (Brazilian Postal Service). Once it arrives in the destination country it will be delivered by the local postal service. We don't use FedEx or UPS because it's just too expensive for our customers. The Brazilian Correios is very reliable. Occassionally our packages get delayed, but we haven't lost an order yet, and they've been sent around the world! In almost all cases, any delays are caused by the Customs department or postal service in the destination country. Back to top ^
What payment methods does pandeiro.com accept?
Pandeiro.com accepts payments via it's website shopping cart, which are processed by PayPal. At the end of the checkout process you will be taken to PayPal.com to complete your transaction in a 100% secure environment. PayPal accepts most major credit cards including Mastercard, Visa, American Express and Discover. You can also pay directly from your PayPal account if you have one, but a PayPal account is NOT necessary to make purchases on pandeiro.com. Back to top ^
Do I have to register with PayPal in order to make a payment on their site?
No. This is not necessary. When you arrive at PayPal.com you will see an option to log-in for members, or to sign-up for non-members. However, you will also see an option to make payment with a credit card, without being a member. Back to top ^
I'm having trouble using PayPal. Could it be because of the country I live in?
It's possible. Please keep in mind that PayPal has different restrictions for different countries, so customers in certain countries may have tighter restrictions. Becoming a member and passing through PayPal security protection procedures can help with this. Please read the PayPal site for more information, or contact pandeiro.com directly to make payment using an alternative method. Back to top ^
Are there alternative ways to place an order?
Yes. If you don't have a credit card or prefer not to use one, you can make payment using a bank Wire Transfer to a bank account in the United States, or via deposit to a Brazilian band account if you're in Brazil. Please contact us via the Contact page for instructions. Back to top ^
Can I track my order online?
Only if you chose "Express" as your shipping option (this doesn't include "Express-flat"). If your order was shipped with the other shipping methods and the estimated delivery time has passed please contact us to look into the situation for you.Back to top ^
What happens if my order seems to be lost or delayed?
If your order seems to be lost or delayed please notify pandeiro.com by email, but please wait until after the estimated delivery time has passed (if you would like to know more specifically how much time that is for your country, please email us). We will then notify the Brazilian Correios and they will begin an inquiry with your country's Postal Service. Responses to these inquiries take up to 60 days from the time they are initiated. After those 60 days have passed (from the time the complaint was made), if your order has not appeared, we will either refund your payement (including shipping cost) or send you a replacement order at no expense to you - your choice. Back to top ^
What happens if my order arrives damaged?
If your order arrives damaged please save the box and everything that came with the order. If possible, photograph the packaging and the contents and don't throw anything away. Register a complaint with your local Postal Service and then notify pandeiro.com by email. We will then advise you as to what to do next. Please do not worry, we will take care of the situation. If a new order needs to be sent out to you there will be no expense to you, but it will be shipped at the same rate that was originally paid for. Back to top ^
Is there a return policy?
Unfortunately we cannot offer a return policy due to the complexities of international shipping. Back to top ^
The skin on my pandeiro arrived really loose (or tight). Is this normal?
Yes to both. All pandeiros are tuned down completly before they are shipped out. You should actually do the same whe you're not playing it. It takes the tension off the frame as well as the skin itself. This is good for the longevity of both! So, ideally, the skin would arrive completely loose when you open the box. However, reality is another thing as climate changes during shipping (including air conditioning) will frequently cause the skin to tighten up - sometimes extremely tight, even with the tuning lugs left completly loose. To remedy this situation, just give the skin a good open-palm slap in the middle of the head and it should release the tension. You can do this a few times if necessary. Once the skin "gives" and lowers down in tone, you can start to tune it up again to a tuning of your choice. Many luthiers and players recommend tuning and de-tuning using a diagonal, criss-crossing technique to make sure you're putting even tension on each side of the drum. Whichever way you decide to tune and de-tune you should be aware of the balance of tension on the rim. Make sure you tune evening around the rim. This is important! Back to top ^
The skin on my pandeiro looks different than the photo on the site. Is this normal?
Yes. Please remember that these are goat skins, so variations in the appearance of the skin are totally normal. Bone, fat and other substances in the animal cause markings and discoloration to the skin. Hairs are also commonly present on the underneath of the skin. The less of all these things you see on an animal skin instrument the more the skin has been chemically treated. Many luthiers feel that too much treatment is bad for the sound of the skin. Pandeiro.com has no obligation to send you a pandeiro with a skin that looks exactly like what you see in the photo on the website. That said, all the luthiers offered on pandeiro.com take pride in selecting the best skins available to them and we double check their choices. Remember, sound is what's important here, not appearance! Back to top ^
I recently noticed a sudden price increase/decrease on pandeiro.com. Why?
Pandeiro.com is at the mercy of the Dollar/Real exchange rate. So when the Dollar drops in value against the Real and stays down for a long period of time there's no option but to raise prices. Also, the local prices the luthiers pay for materials can be quite volitile, which causes them to have to raise their prices as well. We do our best to not raise prices often, but at times it's unavoidable. When the opposite occurs, and the Dollar gets stronger against the Real, prices will sometimes be lowered to pass that savings onto customers. Back to top ^
Why is the weight of my pandeiro different than what's mentioned on the site?
The weights listed on the site are approximate. Wood and skin density varies from instrument to instrument, so there will always be a slight difference in weight from pandeiro to pandeiro, even of the same model. That said, the weights listed on the site give a good indication of differences between the pandeiros and they should be accurate within 10 - 20 grams (more or less) in either direction.
Back to top ^
Will I have to pay any tax/duty upon arrival?
Each country has it's own laws regarding import taxes and if there are any due they are the responsibility of the customer. Consult your country's postal service for more information. To try to help reduce the amount of tax that may be charged, pandeiro.com declares only the necessary value for insurance purposes. This is less than the actual price paid by the customer. We also ship in plain packaging, without an invoice, which may or may not help as well.
Back to top ^
Where are your products shipped from?
Rio de Janeiro, Brazil.
Back to top ^
What are the differences between the "round rim" and "flat rim" models?
On pandeiro.com there are two luthiers offering both of these rim styles. In the case of the Bira models, the difference is greater. The round rim model features a thicker skin and the sound of the instrument as a whole (including the jingles / "platineals") was modeled after Marcos Suzano's sound, while the flat rim model has more of a traditional sound found in choro and samba, etc.. The round rim model is also heavier and a bit bulkier in the gripping hand. In the case of the Pizzott models, the sound difference isn't as drastic, but the round rim model does have a bit of a heavier and dirtier sound. Besides the sound factor, the "feel" of a round or flat rim comes down to personal preference. If you're just getting started and have doubts as to which to choose, we'd recommend going with the flat rim models.
Back to top ^
Australian customers - please read!
Since pandeiro.com was founded in 2004 we only know of one case when the Australian Customs Agency quaranteened a pandeiro we sent because of the goat skin. They wanted documentation regarding the treatment of the skin, which we could not provide, so they wanted to subject the pandeiro to some sort of radiation treatment. The customer wasn't comfortable with that, so he sent the pandeiro back at his own expense, we cleaned up the skin as much as possible (it wasn't any different than all the others which had been sent to Australia over the years!) and the customer paid to have it shipped back again. After this experience, we unfortunately had to add this disclaimer to this page - that as of June, 2009 Australian customers will have to order at their own risk. We will try to send you the cleanest looking skins possible if requested, but we cannot be held responsible for any problems you have with the Australian Customs Agency, and this includes any financial responsibility. We are sad to have to add this disclaimer, as we've had many great customers from Australia over the years and would like to continue sending instruments to all of you!
Back to top ^
Undelivered orders - PLEASE READ!
If you occassionally have problems with your mail delivery, specifically with not receiving notifications of attempted delivery, please notify your local post office that you are expecting a package from Brazil. After two or three delivery attempts, most countries will return a package as "undeliverable". Pandeiro.com is NOT responsible for unclaimed packages which are returned to Brazil. If your order is returned to us as "undeliverable" or "unclaimed" we will refund the cost of your order (minus PayPal fees, if more than 60 days have passed), but we will be unable to refund the shipping fee that you paid.
Back to top ^