All orders can be cancelled until they are shipped (except some of the custom built-to-order guitars, which has a 10 day cancellation expiration time). If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled. If it is a custom built-to-order guitar, you cannot cancel after 10 days from the date the order was placed.
If you make a purchase to start a custom build ($100 minimum), cancelling any time after 10 days of the build's start date, will incur a $100 penalty.
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time (45 days not including 2-5 day processing and any build times) you can request a refund or a replacement. If you received the wrong item you can request a refund or a replacement. If you do not want the product you’ve receive you may request a refund but the item must be unused (guitars to some extent - no major wear or tear to the guitar) All other items may not be altered at all. We pay the shipping cost on anything purchased within 30 days of RECEIVING the item.
* Guaranteed shipping time changes to 60 days from the day of shipment, during the months of September, October, November and December.
We will pay for the return shipping fees up to $100 (Please use EMS at your local USPS office) - We cannot pay the return shipping if the return was based off of the customer's error. (incorrect address, wrong item, etc.) .If you open a dispute with your credit card company or Paypal we are no longer liable for the shipping fees or the return. (Please contact us if you have any issues with your item.)
There will be an $80 fee for reshipment of guitars if the package is returned to sender because of an incorrect address, or if sent to an incorrect destination because of customer error. The price will differ if the package contains anything more or less than the weight and size of a guitar.
If for any reason you would like to exchange your product, perhaps for a different color or model. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.
If you'd like to make a return, please email us and we'll be glad to walk you through the process.
Price Match Guarantee
With our price matching guarantee, we will match the price of any major US retail music stores for any of our guitars. If the item you purchased goes on sale within 15 days of the order date, you'll be refunded the difference.
If you have any other questions, don't hesitate to contact us.
Phone: (800) 660-3609