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 made?
We work closely with our skilled manufacturing team in China to produce custom-built instruments according to each customer’s requirements.
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