Customer guide
Everything you need to book, track, and manage your instrument's care. Search below, or scroll through the topics.
Signing in
You sign in with Google or a one-time email link — no password to remember. Signing in keeps your appointments private and lets you track them, message the shop, and manage your instruments.
Booking an appointment
Booking takes just a few minutes:
- 1 Choose an appointment type — browse the services and pick the one that fits your instrument's needs.
- 2 Pick a date & time — choose from the open slots on the calendar.
- 3 Enter your details — your name, phone, email, the instrument, and a short description of the work needed.
- 4 Submit your request — you'll see a confirmation screen with your reference number.
The 3-step booking flow. Capture the Type → Time → Details steps (a composite or the time-picker step works well).
Approval & confirmation
After you submit, one of two things happens:
- Auto-confirmed — if your email is on the shop's pre-approved list, your booking is confirmed right away and you get a confirmation email.
- Pending review — if it's your first time, the shop reviews your request and replies by email, usually within a day. Once approved, you'll get a confirmation.
Either way, you'll always receive an email with your status. Don't see it within a few minutes? Check your junk/spam folder.
Special & members-only times
Some shops set aside certain days or time blocks for specific customers — a members' group, VIP clients, or an invite-only event. If a time is reserved for a group you're in, you'll see it on the calendar; if it isn't for you, it simply won't appear.
So if a friend sees an opening you don't (or the other way around), that's usually why. Special or VIP days may show a small banner explaining what they are. If you think you should have access to a members-only time, just message the shop.
Shop announcements
Your shop can post a short notice across the top of the booking page — a holiday closure, a note about current wait times, or a special. When there's something to share, you'll see a banner at the top. You can dismiss it, and it'll come back if the shop updates the message.
Tracking your appointment
Check on your booking any time:
- Sign in on the booking site — your appointments appear under My appointments.
- Or look it up directly with the reference number and the email from your confirmation.
Your appointment page shows the current status, any messages from the shop, and pickup details once your instrument is ready.
The "My appointments" list for a signed-in customer, showing a couple of appointments with their status.
Messaging your shop
Once your booking is in, you can message the shop right from your appointment page — look for the chat bubble after you've signed in. Messages also arrive by email, so you can simply reply to any email the shop sends and they'll see it.
Your instruments
Your shop keeps a record of your instruments to help with repairs and history. Under My instruments (in your profile) you can add each violin, viola, cello, or bow — maker, model, year, and notes — and even attach photos. Only you and the shop can see these.
When you book, you can pick a saved instrument instead of retyping it every time.
The "My instruments" section with one instrument on file (showing the details and photo area).
Repair roadmap & suggesting work
Each instrument has a repair roadmap — a shared plan of the work the shop has done, has planned, or has on a wishlist, sometimes with an estimated cost and timeframe. It's a calm way to see what's ahead for your instrument.
Have something you'd like done? Use Suggest work on the instrument to send the shop a wishlist item. It shows as pending review until the shop accepts it into the plan.
The repair roadmap on an instrument — a few items across Done / Planned / Wishlist, and the "Suggest work" button.
Rescheduling or cancelling
Need to change or cancel? Open your appointment page — pending and approved appointments can be edited or cancelled there. You can also reply to any booking email or message the shop directly.
Pickup
When your instrument is ready, the shop sends a message and an email with your pickup date and time — you'll also see it on your appointment page. After pickup is scheduled, you'll receive an invoice summarizing the work and the cost.
Invoice & payment
After the work is complete, you'll receive an invoice by email with a breakdown of the work, the total due, and payment details (including a Venmo link where the shop offers it). Payment goes directly to your shop — SoundPost doesn't process the money.
Want a PDF? Open your appointment page and use your browser's Print or "Save as PDF" option.
Your privacy
Your profile, instruments, notes, and messages are visible only to you and your shop. Your shop uses this information to serve you better — it isn't shared with other customers or shops.
Something not working?
If you hit a snag or have a question not covered here, we'd love to hear from you:
- Send a message through your appointment page
- Reply to any email you've received from the shop
- Report a bug