FAQ = Frequently Asked Questions

How do you ship guitars?

All guitars bound for the US are shipped by UPS - duty (if applicable) paid
All guitars bound for Canada are shipped by either Purolator or FedEx.
All guitars a shipped from our Montreal office after being inspected and set up by Jerry, our luthier.
Guitars inside cases are packed securely in double wall cartons.

A signature is required for every delivery so no guitars are left unattended. If there is no one available when the driver attempts a drop off a door tag will be left explaining how to arrange pickup or later delivery.

We cannot ship to a PO box. Our courier drivers require a street address.

Our standard shipping cost to most destinations in Canada and the continental USA is $45. We can ship to Alaska, Hawaii, Yukon, Labrador etc but the rates are significantly higher. If you live in a state or territory that our system doesn't recognize we can quote shipping by phone. Give us a call at 514-833-8352.

Please tell me how MacKenzie & Marr Guitars stands behind the guitars they make.

Do MacKenzie & Marr guitars come with any sort of warranty?

I'd love to try one of your guitars for a week if I can return it should it not be the one for me. Can I do that?

What is your 7 day "Love It or Leave It" promise?

What happens if I order a guitar, try it and don't like it?

How can I extend the 7 day Love it or Leave it guarantee for a gift.

Can you hold a guitar in your loft after I purchase it?

It would be great to drop in and try some of the MacKenzie & Marr models. How can I do that?

Can I visit your loft in Montreal?

A guitar is a very personal thing. No one in their right mind would buy a guitar online.

Why would I buy a guitar over the Internet?

Why can't I buy a MacKenzie & Marr guitar in my local music store?

Do you make left handed guitars?

I have some reservations about purchasing a guitar directly from you and your factory. I'm hoping it gets some personal attention before being delivered. Do you do anything in your Montreal loft apart from packing and shipping my guitar?

Do you set up each guitar before shipping?

What type of strings will you put on my MacKenzie & Marr guitar?

Can you send me a photo of the specific cosmetic flaw of a LTP guitar?

What are "Less-Than-Perfect" guitars

Will my guitar come with a case?

How do I reset the combination lock of my guitar case

Where can I buy a MacKenzie & Marr guitar?

I notice your office is in Montreal Canada. I live in the US and if I order a guitar from you I'm concerned about currency conversion, shipping costs and import duty. Will I end up paying a whole lot more than the calculated price on your web site?

Do you sell your guitars in the United States?

FedEx (or UPS) sent me an e-mail with a tracking number and an expected delivery date. When my guitar failed to show up on that date I called them, only to be told they had no package matching that tracking number.

Why can't FedEx find a shipment related to the tracking number in an email I received?

I've plugged the guitar in to an amp but can't get any sound. I expect that the battery bag I found in the guitar case needs to be attached but have no clue how to do it.

How do I get the electric pickup in my MacKenzie & Marr guitar to work?

Why don't I get any sound from the electrical pickup in a MacKenzie & Marr guitar?

There was a loose pickguard inside the gear compartment of my new guitar's hardshell case. I assume it's for the guitar but I'm unclear about how to attach it. Why didn't you do that before delivery?

How do I attach the pickguard that came with my 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.

I want to replace the light gauge strings that came with my MacKenzie & Marr guitar with a heavier gauge in order to get more power.

Can I put medium gauge strings on my MacKenzie & Marr guitar?

I'm looking at either Tofino or Dionisio but can't make up my mind between a full body or a cut-a-way. Please help!

What are the advantages and disadvantages of a cutaway guitar?

I've heard that dry weather, the kind we get in the winter, can cause damage to guitars. Do I need to do anything to protect my MacKenzie & Marr acoustic?

Do I need to humidify my MacKenzie & Marr Guitar?

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).

Subscribe to our Newsletter

Occasionally we send out a well crafted (read: thrown together on the spur of the moment) missive about the latest happenings here at World Guitar HQ. Miss it at your peril.

Shopping cart

Your shopping cart is empty.