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Store Policy


How do we ship?

Small Parcel:

We work with multiple carriers to ensure timely delivery, our top carriers are USPS and UPS for parcels of 20 lbs or less. Shipping is restricted to the U.S. only. We offer free shipping on all single guitar orders and items under 5 lbs.

Large parcel:

UPS Ground is our trusted carrier for larger shipments exceeding 25 lbs. Shipping is restricted to the U.S. only. Items requiring truck delivery cannot be shipped to Alaska, Hawaii or US Territories. Signature for delivery is not included or required.  E-mail us if you need signature delivery. Opting out of signature delivery voids lost package claims. 

Local pickup:

Local pickup is available for customers in the Austin Texas area who desire to retrieve items in person.  Order confirmation e-mail is required for local pickup. Hours of pickup availability can vary so contact us or pickup times and location.

Warranty

All new CustomBuild guitars carry a 1-Year Electronics warranty and a 2-Year Workmanship warranty. Buyer pays shipping to our shop for repairs, and we will pay for the return to buyer.  We will not pay for warranty work to outside guitar shops or individuals. Note:  All guitars need maintenance and the occasional setup/tuneup.  Guitars not routinely serviced/maintained can void the warranty.

Trade-In and Used guitars are not warrantied.  Any modification to our guitars voids all warranties.  Relic guitars only carry the 1-Year electronics warranty.

Return & Exchange Policy


We understand buying a guitar online can be difficult.  We offer a 7-Day "love-it or return it" option period.  Buyer pays return shipping but we will use our UPS buying power to get you a reduced shipping rate.  Average shipping cost is $50.  We take pride in accurate listings.  If you feel we have made a mistake in describing or omitting a detail that you feel would have influenced your purchase decision, we will work with you on the return shipping. 

Guitar returns must be in original packaging and undamaged. Do not remove any protective plastic until this option period has passed.  Please request a return via email. 

CustomBuild Guitars does not accept exchanges at no charge. If you wish to exchage a guitar during your 7-Day return window, there will be buyer paid shipping and a flat $50 restocking fee.  In any instance where there is a shipping error on our end (e.g., wrong product received), we will send the correct item and collect the return at no charge. The previous item must be shipped back unused and in original packaging to avoid being charged.

 

Custom Build Guitars
Email: vaughantx@gmail.com

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