How do I return a guitar?

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 guidlines:

Inspect the guitar carefully. IF there are dings, marks or scratches (including pick scratches) that weren't there when you received the guitar 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.

Place the guitar in the foam bag and then in the case making sure the foam is smooth so as not to exert pressure on the guitar when the case is closed.
Place the case in the plastic bag. Make sure there is padding at the bottom of the carton and slide the guitar in to the carton.
Place the additional padding on either side of the neck of the case (folding it if that's how it was received) 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 really do need to make sure the contents of the carton cannot shift!
Contact us to let us know the guitar is ready for retrieval. (There must be someone at the address for the full day and please do not ask that the driver call in advance - they won't)

We'll arrange for a courier to pick up the guitar. They'll arrive with the return label. Please make sure it is affixed to the carton on the same side as the original shipping label (now removed) was attached.

We can't insure guitars we don't pack so the onus is on you to do it very carefully. If you would like the shipment insured let us know when requesting a return. The cost is approx $20.

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 and 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 really do 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 in 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.

An Important Note Regarding Porch Pirates

When we ship a guitar we always send it with instructions to the courier that a signature MUST obtained at the time of delivery. If no one is home to sign for the carton it will not be left. We do this to insure that your guitar does not fall into the hands of porch pirates (or other nefarious characters such as bass players or drummers).

Fall In Love In Less Than a Week

Try any of our guitars in the comfort of your own home. If you don't fall head over heels in love within a week we'll arrange to take it back and issue a full refund (including shipping).

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