Frequently Asked Questions

Yes, we operate primarily by appointment to ensure that each instrument receives the undivided attention it deserves. Please schedule your visit via phone or our online contact form. While we try to be flexible, walk-ins may not be accepted if the workshop is at full capacity.

No, the initial diagnostic fee at our workshop is 0 JPY. We provide a comprehensive assessment of your instrument's condition and suggest the most appropriate maintenance plan before providing a formal quote.

The process begins with a detailed intake interview and diagnostic. We then prepare a written estimate specifying the work required and the total cost. Once you approve the estimate, we begin the technical work. After completion and final quality checks, we notify you for pickup.

Yes, you may cancel at any time before the actual work commences. Since our diagnostics are free of charge, there is no financial penalty for deciding not to proceed with the suggested repairs.

If you need to reschedule or cancel your appointment, please notify us by phone or email by the previous day. We aim to be as flexible as possible to accommodate your schedule.

The average turnaround time for instrument adjustments is between 7 to 14 days. This period varies depending on the complexity of the work and our current workshop volume. A specific completion date will be provided at the time of intake.

We will do our best to accommodate urgent requests; however, certain processes—such as allowing wood to settle after a structural adjustment—cannot be rushed without compromising quality. Please contact us to discuss your specific timeline.

We will contact you via the email address or phone number provided during the intake process. Once notified, you can arrange a convenient time for pickup during our business hours.

Yes, we accept instruments sent by mail. We ask that you ensure professional packing to prevent damage during transit. Please note that all shipping costs to and from the workshop are the responsibility of the client.

Yes, you may inquire about the current status of your instrument via email. Please understand that since our technicians are focused on the work, responses may not be instantaneous.

Most of our services follow the fixed pricing listed in our service menu. For complex repairs or custom requests, we provide a bespoke quote. We always confirm the final amount and obtain your consent before starting any work.

Yes, our price lists display both the tax-included (税込) and tax-excluded (税抜) amounts. The final payment will be based on the tax-included price, which includes the 10% consumption tax (消費税).

We accept cash and major credit cards. Payment is required in full upon the pickup of the instrument.

Yes, we provide B2B services. For corporate or institutional clients, we offer invoice payment with a term of 30 days from the date of issuance. Please contact us at our contact page for institutional account setup.

Yes. If we determine that additional treatment is necessary beyond the initial estimate, we will contact you for approval before proceeding. We never add costs to the final bill without prior consent.

We provide a 6-month warranty on the specific technical work performed by our workshop. If any defects related to our work appear within this period, we will rectify them free of charge.

The warranty covers only the labor and parts provided by Ketiminetrail. It does not cover general wear and tear, accidental damage, drops, or changes made to the instrument by other technicians after our service.

Absolutely. We encourage you to play the instrument in your own environment. If you feel that minor adjustments are still needed, we will handle them within the warranty period.

We maintain a strict climate-controlled environment with humidity levels kept between 45% and 55%. This ensures that your instrument remains stable and protected from environmental stress while in our care.

Adjustments requested after the warranty period are charged at our standard rates. We highly recommend regular maintenance to keep your instrument in optimal condition.

We provide free storage for up to 14 days after we notify you that the work is complete. After this period, we may apply a daily storage fee to manage our workshop space.

Yes, third-party pickup is permitted. Please notify us in advance via email or phone with the full name of the person authorized to collect your instrument.

Please present the intake receipt or the reference number provided to you when the instrument was first dropped off at the workshop.

We accept instruments containing protected materials only if the owner can provide valid CITES documentation. Due to legal restrictions, we cannot perform repairs or modifications on instruments using rare materials (such as Brazilian Rosewood or Ivory) without proper certification.

Please contact us immediately. If the issue is within the warranty period and is caused by our workshop's work, we will perform a rapid readjustment.