Here at Guitar Guys we want you to be happy with your new gear. If you receive your new gear and are not satisfied, you may return it for a refund within 14 days of receiving the product. If the item being returned included free shipping, the initial shipping charges will be deducted from the refund. Customers are responsible for all shipping charges on returned items.
Defective Products
If you believe that a product you received is defective, the first thing you should do is contact us here at Guitar Guys. You can do this either by using the chat function built into our website, where a Guitar Guy’s representative will get back with you as soon as they are available, or you can call us during store hours to talk directly with a representative to discuss the issues you are having. If we determine that the product is defective, the product may be returned for a refund and we will cover the shipping charge.
Pre-Owned Gear
Pre-owned gear may be returned within 7 days of being received for a refund, minus shipping cost to and from Guitar Guys.
How To Make A Return
In the event that you need to make a return, please contact us either using the built in chat function on our website, or by calling us during store hours to arrange your return.
To make sure your return is as easy as possible, please use the checklist below:
- Make sure the item being returned is in the same condition as it was received including all accessories, documentation and packing material
- If the product was shipped double boxed, please return it double box to insure that the product arrives safely
- When packing a return, please avoid using any material that my leave adhesive residue on any of the packing
- We ask that you use a trackable shipping method for you return such as Fedex or UPS
- Reminder: if the item being returned included free shipping, the initial shipping charge will be deducted from the the refund of the purchase amount
- When shipping items back to us, we recommend that you get the item insure through the carrier. Sometime packages can be damaged during shipping and we want you to be covered
Please address your return to:
Guitar Guys LLC
651 S. 30th Street
Heath, Oh 43056
Once the item being returned has been received, the refund will be issued.
If you have any other question about your return or the process, please contact us directly. Though we accept returns for most items, there are certain items that cannot be returned after being ordered. Please see the list below for items that are unable to be returned:
- Special Orders
- Oversized or over weighted items
- Discounted, closeouts or promo items
- Personal items (Earphone, harmonicas, ect.)
- Amplifier Tubes
If you still have question on an item you would like to return or the return process, please contact us using the chat function built into our website or call us during store hours.
Other Return Info
Returns on orders using Affirm – Any order that was completed using Affirm is subject to a 10% restock fee. Affirm charges a fee for us to allow customers the convenience of financing, but does not waive these fees on canceled or returned items. All orders using Affirm will be refunded minus any fee charged to us at the time of purchase.
Order cancelation after being shipped – Once an order has shipped, it can not be canceled and must be delivered. After the the order has been delivered, the customer has the option to refuse or return the order. In this case, all shipping charges will be deducted from the refund. The refund will be issued once the item has arrived back at Guitar Guys.
Shipping Delays – We get all orders shipped out as quickly as possible so that you can start enjoying your new gear. Once the package is with the carrier, we do not have control over what happens until it is delivered. Estimated delivery dates are that, an estimate and sometimes may vary. Shipping delays may occur and are not cause for free returns, even if expedited shipping is arranged. Any order returned due to shipping delays with be refunded minus shipping charges.
Setups and Player Preference – All instruments are inspected and setup to play at factory spec. We understand that every player has their own preference and may need to make additional adjustments on an instrument once it arrives. Additional setup work and/or changes made to fret work, electronics, nuts, saddles or any other part of the instrument that are not performed by a authorized warranty center are not the responsibility of Guitar Guys. We understand many players either perform their own setups or have personal luthiers that they prefer to use, but any changes to an instrument not made by a repair center authorized by the manufacture will void the warranty. If you believe that you received an instrument with a defect, please contact us for a return or an authorized warranty center to have the problem addressed. Any instruments modified after being received are not applicable for return.
Orders damaged in shipping – Orders are packed and shipped carefully. In the event that an order is damaged on it’s way to you, please contact us to arranged for a return. Once initiated, we will issue a full refund and handle all claims with the carrier on our end.
Add-On Services – We offer a variety of add-on services to help make sure your new gear is exactly the way you want it. In the unfortunate case of an order needing to be returned after being purchased with an add-on service, the refund will be minus any add-on services and applicable shipping charges. Some add-ons and modification will void the option for return. Please contact us with any questions.