Frequently Asked Questions

Here's a few of our most common questions and concerns we have received from our clients along with a brief description of our basic policies.

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What should I expect after I send a custom order inquiry?

We check our messages daily and respond as promptly as possible. Since the details of orders can vary and some may take more time to prepare than others, some may receive a same day response while others may take a few days to prepare.

Why do I need to provide my phone number on the custom order request?

We may not call every customer, but there will be times when a call would be the most effective means of communication and we'd like to be prepared should that time arise on your order.

Why do I need to provide my address to you for a custom order quote?

So we can provide a shipping estimate along with your quote.

How do you build your guitars?

Each guitar, part, or modification is made one at a time by hand. We use a combination of professional grade equipment and tools along with a healthy dose of hard work. We test each piece of wood and all other materials to make sure they are of the highest quality. And we are constantly learning and improving our craft to continue providing the best possible products for our clients.

Do you accept returns?

It is our goal to provide a product and service that eliminates the need for returns, so for us returns are pretty rare. If a return is necessary please contact us first before you send any item(s) back. In the case of a return we will provide you with an RA# (Return Authorization Number) which needs to be easily recognizable on the outside of the package. We need to be notified of the need for a return within 72 hours of receipt and item(s) should be shipped back within 7 days of receipt. Returns are only accepted on items listed in our online store and not on custom orders. Items must be returned in original, as-shipped condition with all original packaging and no signs of use. There will be a 10% restocking fee on returns and the buyer will be responsible to pay return shipping charges. Refunds will be issued via original payment method.

What's your shipping policy?

For most domestic and international orders we use USPS as our regular carrier. However, at your request or if we notice a steep price difference we'll use UPS or FedEx. On orders over $100, signature confirmation and insurance will be required. We typically ship out UPS or FedEx shipments on Fridays. USPS shipments go out daily as items are ready. We will provide tracking when available.