FAQ

  • All
  • Returns
  • Shipping
  • All
  • Returns
  • Shipping
Can I return my guitar?

The guitar can be returned within 7 days after you have received the guitar but the guitar must be brand new. Read the other sections “Do you accept returns for Artist/Designer Series guitars?” and “Do you accept returns for Custom guitars?” for more information.

Do you accept returns for Artist/Designer Series guitars?

If the reason for your return is caused by subjective reasons (e.g. You do not like the guitar), you have to cover expenses of shipping (e.g. from China to the US and from the US to China) and 10% of the total price. This means 90% of your payment will be returned when we have received the guitar safe and sound. If it causes tariff and customs problems we won’t handle it unless the buyer pays for it. If the reason for your return is caused by quality problem, except some issues caused by humidity (e.g. damage from putting the guitar near a hot or humid area) and personal damage (e.g. damage from hitting the guitar on a table), we will cover everything and give a 100% refund.

Do you accept returns for Custom guitars?

We will not accept returns for subjective (opinion-based) reasons. We will only accept returns for serious quality problems (e.g broken neck, broken top).

What company do you ship with?

We ship with different companies depending on your country. For North America, we use DHL Express. For Europe, we use TNT Express. For other places, we use EMS Express.

How long will the shipping take?

The shipping time depends on your country. For North America & Europe, the shipping will take 7-10 business days. For Japan & Korea, the shipping will take 5 business days. For Southeast Asia, the shipping will take 7 business days. On certain holidays the shipping times can take longer, as mail couriers are generally more busy.

What if the shipment is broken or lost?

If the guitar is broken, we can send a new one and pay the fee for the customer to ship the broken one back. If it’s lost, we can send a new one but we need confirmation that it can arrive safely the second time

Do you handle tax and customs?

We’ll do not handle tariffs (e.g. the import tax) and consumer taxes.

When do you not allow the returns?

We don’t allow returns if the problem comes from a third party (e.g. express or customs), if the problem is customer-inflicted (e.g. invalid phone number, address, etc) or if the problem comes from the customs (this should be solved by the customers themselves; sometimes there’ll be tax problems as we don’t pay VAT for the guitar)