How do I return a guitar?
If you're returning a guitar within the 7 day Love It or Leave It period, please adhere to the following guidelines: Inspect the guitar carefully. If there are dings, marks or scratches (including pick scratches) that weren't there when you received the guitar, or you've attached the pickguard, or changed the strings, sending the guitar back is not an option - Congratulations on your new purchase.
If, on the other hand, neither the guitar nor the case shows signs of wear, please contact us. Let us know the guitar is not for you, and we'll have a courier retrieve it.
Pad the headstock as it was when you received it - both above and below. Place the guitar in the case, making sure all the latches are closed. Place the case in the carton. Make sure there is cardboard padding at the bottom of the carton and slide the guitar into the carton. Place the additional cardboard or bubble wrap padding firmly against the body of the case and insert the neck holder carton over the end of the neck in such a way as to completely immobilize the case within the carton. Seal the carton with packing tape (Do not use duct tape!) and, as a final test, shake the carton sideways. If you detect movement, reopen the carton and start again. You need to make sure the contents of the carton cannot shift!
We'll send you a prepaid return label. Please make sure it is affixed to the carton on the same side as the original shipping label (now removed) was attached. Inspect the carton to ensure it has sustained no damage and is in good shape for the return journey.
Drop the carton off at the courier's office or arrange for a pickup within the 7-day return window. We can't insure guitars we don't pack so the onus is on you to do it very carefully. When the guitar arrives in our warehouse it will be inspected. If there are no issues such as signs of wear we'll issue a refund.
If you are returning a guitar for evaluation and or/repair and it is beyond the trial period: Before sending a guitar back to our warehouse, you'll need an RA number which must appear on the outside of the carton. (the best place to place the RA number is in the shipping label as a reference) You'll need a double wall carton suitable for an acoustic guitar in a case. Most music stores will be happy to supply one at no cost. Pack the guitar snugly in the case, placing some padding beneath the headstock. Make sure there is padding at the bottom of the carton and slide the guitar in the case into the carton. Place the additional padding on either side of the neck of the case in such a way as to completely immobilize the case within the carton. Seal the carton with packing tape (Do not use duct tape!) and as a final test shake the carton sideways. If you detect movement, re-open the carton and start again. You need to make sure the contents of the carton cannot shift!
Contact your carrier and arrange to ship the guitar to us (our address is on the contacts page). Make sure you place the label on the narrow side of the carton (not the wide side or the end) PLEASE NOTE: WE STRONGLY RECOMMEND NOT USING CANADA POST. ANY SHIPMENT SENT BY CANADA POST WILL EITHER BE REFUSED OUTRIGHT OR WILL INCUR A $50 SERVICE CHARGE. Send us the shipping information (carrier, tracking number, etc) once the guitar has been turned over to your carrier. PLEASE DO NOT USE FOAM PEANUTS TO PACK THE GUITAR. They do nothing to cradle the contents and make a huge mess in our loft.
