We offer a 30 day return policy for online purchases shipped to you and a 7 day exchange policy for in store purchases (see store for in store purchases or pickup policies which will be different from online purchases)
Online Return Policy:
To return an item simply call (1-800-867-4611) for an RMA # (Return Merchandise Authorization).
What if I receive a damaged or defective product?
If you receive a damaged or defective product call us immediately and we will arrange for the item to be picked up or send a prepaid return label at no-cost to you and do all we can to make you a happy customer.
Inspect and test your items immediately upon delivery. Save all packaging, and call us immediately at (1-800-867-4611). All we ask is that you call us within 5 days of delivery so we can file a damage claim or pickup label. We will arrange for the item to be picked up or send a prepaid return label for you to drop of your package at any FedEx pickup location. Once the item arrives back we will send a replacement to you at our expense or refund the product if a replacement is not available. Customer may need to send photos of the problem, damage, or defect. After 5 days customer shall be responsible for return shipping.
Do I have to pay a restocking fee if I return a product?
We do not charge a handling or return fee as long as the item is returned in the same condition as we sent it to you in and all packaging is in tact, not written on, or torn up (open it carefully so you can put it back the way you got it) and if is received back within 30 days of invoice date.
Do you ship internationally?
Please see our international orders policy for exclusions that apply to shipments outside the USA.
Can I buy using any international currencies?
You can use PayPal to pay and have it convert the currency for you, but we charge all cards in US Currency and you may incur exchange fees from your card’s issuing bank.
What About Auction / 3rd Party Offsite Sales Like Amazon & Ebay?
This policy does not apply to items purchased through 3rd party sites such as Ebay or Amazon, etc. Any item that is purchased or initiated through such a site are subject to the terms and conditions published on that site.
How do I return an item?
Before returning an order, call us at (1-800-867-4611) for an RMA#. Upon receiving your RMA#, package your item securely, and write the RMA# on the shipping label (NOT ON THE BOX). Please do not write it on the product box (we re-use shipping boxes, think green!). Finally, ship the item back to us via the carrier of your choice and insure for its value.
How do I Ship It Back?
The safest way to ship an item is via a UPS store, FedEx Store, etc, and let “them” package & ship it for you so if it is damaged it is on them and not you. If the item you are returning arrives damaged (excluding prior damage en route from us) you will need to file a damage claim with your shipper. Do not ship your item back without original or sufficient packaging (or no packaging at all). Strangely this happens… Don’t put the label on the guitar with no box at all. Yeah… customers actually have done this. DO NOT write on the box, WRITE ON THE LABEL.
How Long Will It Take To Get My Refund?
Allow 2-4 business days (from delivery at our location) for returns to be inspected, restocked, and processed for refund. Refunds can take up to 4 days to show on your credit card once processed.
I damaged my product! Can I still return it?
Items showing wear, missing items, paperwork, or accessories, with torn or destroyed packaging, scratched, modified, peel off protectors removed, or other conditions making it non-resalable are not returnable and may be rejected received in such condition undisclosed. If any of the above apply, inquire before returning.
My local guitar tech or store says my item needs to be returned?
Products taken for setup or repair or for inspection by your local store, your “guitar tech”, who might tell you that you need to return the item based on their opinion does not automatically entitle you to free return shipping unless they are a “Factory Authorized Service Center” who are trained to know what falls within acceptable tolerances and/or warranty or not.
What can I do if I received a product that is not like the picture?
Product images sometimes look different in color or texture than the actual product. The pictures are meant to give the buyer an idea of how the product might look, but cannot be exact because lighting and/or your viewing device might show the color or texture slightly different than intended. Stock photos with wood grain will never be exact to the grain and features that you see in a picture except for items we take photos of the actual item and a serial numbers is shown. You can request a picture of the guitar you order before it ships to avoid having to ship it back.
Can I return a product because it is not set-up or tuned?
Musical Instruments are often made of wood, and are thus subject to acclimation (changes in climate). Setup, play-ability, and “action” are subject to change by the very nature that the climate, temperature, humidity, and other factors when the instrument is taken from one environment to another. Guitars can and often do require adjustment upon arrival. Guitars needing adjustment are not defective. Just like a new cell phone, a computer wifi, or bicycle, they can and do need set up despite being new in the box, and regardless of price. If the edges of the frets feel rough, it usually needs a little lemon oil or fret board conditioner to relax the grain. This is part of routine maintenance. We make no guarantee either express or implied as to the setup which should be adjusted locally to your climate. We will gladly assist you with any advice on adjustment, but can not issue return labels or make return policy exceptions based on action or routine maintenance. Your guitar could very well buzz upon arrival even if it were set up here before shipping. Please also note that basic adjustment or simple service is the responsibility of the customer, including a loose nut or screw, or other items that could need tightened or adjusted after shipment, all of which are a routine service and not a defect. All customers may have at no charge to them, their item opened and inspected. This includes a complete check over prior to shipment.
Is shipping cost refunded?
Outbound shipping costs are not refundable. If an item is defective or damaged, we will replace it at our expence, however, if you opt for a refund then it is simply a return and outbound shipping is not refundable. If free shipping was given, the shipping cost shall be deducted from any refund. If you do not keep the item and return it, you must also return the free shipping.
What other return policy exclusions might I need to know?
We reserve the right to open and inspect any item before shipping. The majority (but not all) of stringed instruments are opened and inspected, so it is likely to be re-taped. If you want an item in a factory sealed box, not inspected, and want to assume the risk, please call and request this in advance. Note that requesting this is at your own risk and will waive any right to return shipping labels or shipping refunds since you request that we not inspect it. Exchange only items include: Custom made items, Microphones (wireless or wired), all recording devices, any perishable item, cymbals, guitar pickups, any form of fluids, fog smoke or haze machines or parts and Oversized items including drum sets, PA Speakers, Guitar Cabinets, Bass Guitar Packages, Light trussing, or any item over 60lbs. These items are exchange only for the same model if defective and you call within 5 days of shipment for RMA#. Used Items are sold as is without warranty and are not returnable for any reason. Microphones & Headphones are exchange only for the same model if defective. Since you can breathe on them, sweat on them, and they touch the skin/hair/lips they are non-returnable items the same as mouth pieces, reeds, harmonics, etc Telling us you didn’t use it, will not change this policy. This policy is strictly enforced due to Covid-19
Any Item can be put in Layaway for up to 60 days for a 20% down payment with a 30 day grace period. After 90 days any payments shall be forfeited. See Store for Layaway Terms & Conditions