Frequently Asked Questions

General

What is Custom Guitar Atelier?

Custom Guitar Atelier specializes in custom-made guitars built to order according to each customer’s selected specifications. Our instruments are created with a focus on craftsmanship, customization, and attention to detail.

Are all guitars made to order?

Yes. All guitars sold through customguitaratelier.com are custom made to order based on the specifications selected or provided by the customer.

Where are your guitars manufactured?

Custom Guitar Atelier is a U.S.-based company, and our custom instruments are manufactured at our production facility in China.

Like many international brands, we combine global component sourcing with specialized manufacturing. Depending on the model and customer’s selected specifications, our instruments may feature premium tonewoods and components from respected manufacturers, including:

• Wilkinson pickups, bridges, and machine heads
• Gotoh Japan bridges, machine heads, and potentiometers
• D’Addario USA strings
• EMG USA pickups
• Seymour Duncan USA pickups
• TV Jones USA pickups
• MEC Germany pickups
• Other premium hardware and carefully selected tonewoods

Not every instrument contains all these components. The exact hardware, electronics, tonewoods, and upgrades depend on the model and specifications selected by the customer.

Each custom instrument is built according to the customer’s approved specifications and undergoes a comprehensive multi-point quality inspection before shipment.

Learn more about our materials, components, and customer experiences:

• What Types of Wood Are Best for an Electric Guitar?
• The Pickups We Use: Built Around Tone, Quality and Player Preference
• Customer Reviews: Real Stories From Musicians Who Trust Custom Guitar Atelier

What hardware, pickups, and woods do you use?

Our standard custom-guitar builds use reliable Wilkinson hardware and components, including:

• Wilkinson pickups
• Wilkinson bridges
• Wilkinson machine heads

Customers may request available premium upgrades, including:

• Gotoh Japan bridges
• Gotoh Japan potentiometers
• Gotoh Japan machine heads
• USA EMG pickups
• Seymour Duncan pickups
• MEC pickups
• USA TV Jones pickups

We also use carefully selected premium woods for the body, neck, and fretboard. Available wood choices depend on the instrument design, desired tone, weight, appearance, and construction requirements.

Learn more about our materials and components:

• The Pickups We Use: Built Around Tone, Quality, and Player Preference
• What Types of Wood Are Best for an Electric Guitar?

Hardware, pickup, and wood upgrades are subject to compatibility and availability and may affect the final price and production timeframe. Our team will confirm all selected specifications before production begins.

How do you ensure the quality of each instrument?

Every instrument undergoes our comprehensive CGA Quality Checked before it is approved for shipment.

Our technicians carefully checked the instrument’s construction, finish, playability, fretwork, hardware, electronics where applicable, tuning stability, intonation, setup, and overall performance.

Learn more about our quality-control process on the CGA 50-Point Quality page.

Where can I read reviews from Custom Guitar Atelier customers?

You can read feedback and experiences shared by musicians who have ordered custom guitars, basses, and acoustic guitars from Custom Guitar Atelier.

Our customer-review page includes stories about customization, craftsmanship, communication, packaging, international delivery, setup, playability, and overall customer experience.

Visit Customer Reviews: Real Stories from Musicians Who Trust Custom Guitar Atelier to learn more.

What are the production stages for a custom instrument?

Our estimated production timeframe is approximately 60–90 working days after payment has been received and the order specifications have been confirmed.

During this period, your custom instrument will generally progress through the following stages:

1. Order Confirmed and Specifications Reviewed
   We confirm your payment, selected options, customization requirements, and shipping information.
2. Production Started
   Your confirmed order is forwarded to our production team, and the required materials and components are prepared.
3. Woodworking and Construction
   The selected woods are prepared, shaped, routed, and assembled according to the instrument’s design.
4. Finishing
   The surfaces are prepared before the selected color, stain, artwork, and protective finish are applied and allowed to cure.
5. Hardware and Electronics Assembly
   The selected tuners, bridge, pickups, controls, wiring, and other applicable components are installed and tested.
6. Final Setup and CGA 50-Point Quality
   The instrument undergoes final setup, playability testing, electronics testing where applicable, and our comprehensive quality check.
7. Ready for Shipment
   After passing quality check, the instrument is cleaned, documented, and securely packaged for dispatch.
8. Shipped
   Tracking information is sent after the order has been handed over to the shipping carrier.

The exact time spent at each stage may vary depending on the instrument’s design, customization complexity, finish, material availability, and quality-control results. Working days do not include weekends, public holidays, or shipping time.

Learn more about our quality-control process: https://customguitaratelier.com/cga-quality/

Ordering

How do I place an order?

To place an order, select your preferred specifications, complete checkout, and submit your order through customguitaratelier.com.

Can I change my order after placing it?

You may contact us as soon as possible after placing your order. However, once production has started, orders generally cannot be modified.

Can I cancel my order?

You may request cancellation within 72 hours of purchase, provided production has not started.

If production has already started, a 50% cancellation fee may apply. We reserve the right to determine whether production has already begun.

Why is there a cancellation fee?

Because each guitar is custom made to order, costs may already be incurred shortly after purchase, including material preparation, labor planning, customization review, administrative processing, and production scheduling.

Production

How long does production take?

Estimated production time is 60–90 working days.

Production time may vary depending on:

• customization complexity
• order volume
• material availability

Why does production take time?

Each guitar is built to order rather than taken from ready-made inventory. The production timeline covers material preparation, building, customization, inspection, and completion.

Shipping

Where do orders ship from?

All orders are shipped directly from our manufacturing facility in China.

How long does shipping take?

Estimated shipping time is 15–30 working days worldwide once the order has been completed and shipped.

Is production time included in shipping time?

No. Production time and shipping time are separate.

• Production Time: 60–90 working days
• Shipping Time: 15–30 working days worldwide

How much does shipping cost?

We charge a flat rate shipping fee of $150 USD for all countries.

Will I receive tracking information?

Yes. Once your order has shipped, you will receive a shipping confirmation email and a tracking number.

Please allow a few business days for tracking updates to appear.

Do you ship internationally?

Yes. We ship worldwide.

Do I have to pay customs duties or taxes?

For international orders, import duties, taxes, and customs fees may apply. These charges are determined by your local customs authority and are the responsibility of the customer.

Are you responsible for customs delays?

No. We are not responsible for delays caused by customs processing.

What happens if I enter the wrong shipping address?

Please make sure your shipping address is accurate at checkout. We are not responsible for orders shipped to incorrectly provided addresses, and additional shipping fees may apply for reshipment.

Are you responsible for lost or stolen packages?

We are not responsible for packages marked as Delivered but not received, or for lost or stolen packages after successful delivery. In these cases, please contact your local shipping carrier directly.

What if my order arrives damaged?

If your order arrives damaged, you must contact us within 48 hours of delivery and provide clear photos of the damage and packaging. We will review the issue and provide an appropriate resolution where applicable.

Returns and Refunds

Can I return my guitar?

Because all guitars are custom made to order, returns are generally limited.

Approved returns are only considered in limited cases, such as:

• confirmed manufacturing defects
• shipping damage
• other approved special circumstances

Are custom-made guitars returnable?

Custom-made guitars are generally non-returnable and non-refundable, except in the limited cases described in our Return & Refund Policy.

What items are not eligible for return or refund?

We do not accept returns or refunds for:

• personalized or custom-made products
• used items
• items returned without prior approval
• incorrect selections or specifications provided by the customer
• change of mind after purchase
• delays within the stated production and shipping timeframe
• damage caused by misuse, improper handling, improper storage, or unauthorized repair
• issues caused by incorrect or incomplete customer-provided information

Are wood grain, finish, and color differences considered defects?

No. Minor cosmetic and natural variations, including wood grain differences, color tone variations, finish variations, natural material characteristics, and small handcrafted differences, are not considered defects.

How long do I have to request a return?

You must contact us within 72 hours of delivery if you wish to request a return.

Does submitting a return request guarantee approval?

No. Return requests are reviewed on a case-by-case basis and are not automatically approved.

Who pays return shipping costs?

If a return is approved, the customer is generally responsible for arranging and paying for return shipping, unless otherwise agreed in writing.

Are original shipping fees refundable?

Original shipping fees are generally non-refundable unless we decide otherwise on a case-by-case basis.

How long do I have to send back an approved return?

If your return request is approved, you must ship the item back within 7 days of receiving the return approval email.

What condition must an approved return be in?

The item must be returned:

• unused
• unmodified
• undamaged
• in the same condition as received
• with original packaging, accessories, and included items, if applicable

Do I need approval before sending anything back?

Yes. All returns must be approved by us before the item is shipped back. Unauthorized returns may be refused and may not qualify for a refund.

How are refunds processed?

If a refund is approved, it will be issued to the original payment method. Refund processing may take up to 10 business days, depending on your payment provider.

Defects and Claims

What should I do if my guitar has a manufacturing defect?

If your guitar arrives with a manufacturing defect, you must contact us within 72 hours of delivery.

Please provide:

• your order number
• a clear description of the issue
• clear photos and/or videos showing the issue
• photos of the shipping box and packaging materials

What resolutions may be offered for a defect claim?

Depending on the situation, we may offer:

• replacement
• repair assistance
• partial refund
• full refund

We reserve the right to determine whether an issue qualifies as a manufacturing defect.

What should I do if my item is damaged in transit?

If shipping damage is reported, please keep all original packaging materials and contact us immediately with clear photos and/or videos. Failure to keep the original packaging may affect our ability to review or process the claim.

Customer Responsibility

Am I responsible for reviewing my order before purchase?

Yes. Customers are responsible for carefully reviewing all order details before checkout, including:

• color or finish
• hardware options
• custom design selections
• shipping address
• contact information

What if I provided incorrect information?

We are not responsible for errors caused by incorrect or incomplete information provided by the customer.

Intellectual Property and Custom Content

Can I submit my own design, logo, or artwork?

Yes, you may submit designs, images, logos, or other materials for customization, but you must have the legal right to use them.

Do you verify ownership of submitted designs?

No. We do not verify ownership of submitted content and are not responsible for legal issues arising from customer-submitted materials.

What types of designs are prohibited?

We reserve the right to reject or cancel any order that includes:

• trademarked brand names or logos
• copyrighted artwork without authorization
• celebrity likenesses, signatures, or protected branding
• offensive, illegal, or infringing content

Who is legally responsible for submitted designs?

The customer assumes full legal responsibility for any submitted content and agrees to indemnify and hold harmless Custom Guitar Atelier from related claims or disputes.

Website and Service Terms

Can you refuse or cancel an order?

Yes. We reserve the right to refuse or cancel any order at our discretion, including cases involving suspected fraud, unauthorized transactions, incorrect pricing, incorrect product information, or violations of our Terms of Service.

Do you guarantee all website information is error-free?

No. While we strive to keep all information accurate, we do not guarantee that all content is complete, accurate, or current. Errors or omissions may occur.

Do you use third-party services?

Yes. We may use third-party services such as payment processors, analytics tools, and advertising platforms.

Do you store payment information?

No. Payments are securely processed through third-party providers such as Stripe and PayPal. We do not store your payment information.

Contact

How can I contact you?

If you have any questions about your order, shipping, returns, or policies, please contact us:

Website: https://customguitaratelier.com
Email: inquiries@customguitaratelier.com