General
What is Custom Guitar Atelier?
Custom Guitar Atelier is a custom guitar workshop specializing in handcrafted electric guitars, bass guitars, and acoustic guitars. We focus on quality craftsmanship, premium materials, and personalized builds designed for players who value individuality and performance.
Do you offer custom guitars only?
We offer both custom-built instruments and stock models, depending on availability.
What types of instruments do you make?
We build:
- Custom electric guitars
- Custom bass guitars
- Custom acoustic guitars
Custom Orders
How do I place a custom order?
To place a custom order, simply choose your preferred specifications and add any Customization Requirements in the text space provided on the product page. Then select your payment option and complete checkout.
Can I request special modifications?
Yes. You may include your requested Customization Requirements in the text space provided before placing your order.
Can I customize the finish, hardware, pickups, or other details?
Yes, customization options may include finish, hardware, pickups, electronics, and other build details depending on the model. Specific options may vary by instrument.
Will I receive updates on my custom build?
We may provide updates during the production process when applicable. For specific questions about your order status, please contact us directly.
Payments
What payment methods do you accept?
We accept PayPal and other payment options made available during checkout.
Do you offer deposit payment options?
If deposit options are available for your product, they will be shown during checkout.
Is full payment required before production begins?
Payment terms depend on the order type and the options selected during checkout.
Shipping
What shipping methods do you use?
We ship via EMS/China Post, UPS, FedEx, and for some customers, USPS, depending on destination and shipping preference selected at checkout.
Is tracking included?
Yes. Tracking and insurance are included with shipments.
How long does shipping take?
Estimated transit time is usually 20–30 business days, depending on your location.
Do you ship internationally?
Yes, we ship internationally, including Alaska, Hawaii, and APO/FPO addresses.
Are import taxes and customs duties included?
No. Custom Guitar Atelier does not pay or reimburse import taxes, customs duties, or related fees.
What value is declared on customs forms?
The full value of the order will be declared on customs documentation.
Returns, Refunds, and Cancellations
Can I cancel a Custom Shop order?
Custom Shop orders are generally non-cancellable, non-returnable, and non-refundable. Limited exceptions may apply.
Can I return a custom-built instrument?
Custom-built instruments are generally not eligible for return or refund.
Can I cancel a stock model order?
Yes, stock model orders may be cancelled, subject to a 5% cancellation fee.
Do you accept returns on stock models?
Yes, eligible stock model returns may be accepted with prior authorization and a valid Return Merchandise Authorization (RMA) Number.
How soon do I need to request a return?
Return authorization must be requested within seven business days of receiving the product.
Are shipping charges refundable?
No. Shipping charges are non-refundable.
Are setup, modification, or labor charges refundable?
No. Modification and labor charges are non-refundable, including custom setups, pickup swaps, wiring modifications, and other special work.
Is there a restocking fee?
Yes. Approved returns are subject to a restocking fee:
- 5% for U.S. customers
- 6.5% for international customers
A higher fee may apply if the item is not returned in like-new condition.
Product Care and Return Packaging
How should I return a product?
Please use all original packing materials when returning a product.
What happens if the returned item is damaged due to poor packaging?
If the returned instrument is damaged because of insufficient repackaging, your refund may be reduced or the item may be sent back to you.
What if the carrier damages the returned item?
If damage occurs due to carrier mishandling, your refund amount will not be affected.
Are you responsible for lost or damaged return shipments?
No. Custom Guitar Atelier is not responsible for lost or damaged merchandise during return shipping. We strongly recommend using a tracked and insured shipping service.
Lead Times and Delivery
How long does it take to build a custom guitar?
Lead times may vary depending on the complexity of the build, current production schedule, and parts availability. Please refer to the product page or contact us for current estimates.
Where can I check lead times?
Please refer to this FAQ or contact us directly for the most current lead time information.
Contact
How can I contact Custom Guitar Atelier?
For questions regarding orders, returns, shipping, or general inquiries, please email:
admin@customguitaratelier.com