Custom Guitar Atelier Help Desk
Find answers about our custom guitars and basses, specifications, tonewoods, pickups, hardware, ordering, production, shipping, customization, quality control, returns, and other common questions.
If you cannot find the answer you need, please contact us. For unusual specifications or technical requirements, our Guitar Specialist can coordinate with our production team or guitar luthier.
About Custom Guitar Atelier
What is Custom Guitar Atelier?
Custom Guitar Atelier specializes in custom-made guitars and basses built to order according to each customer’s selected specifications.
Our focus is on craftsmanship, customization, quality components, and attention to detail.
Are your instruments made to order?
Yes. Our guitars and basses are custom made to order according to the specifications selected or provided by the customer.
Where are your guitars and basses manufactured?
Custom Guitar Atelier is a U.S.-based company, and our custom instruments are manufactured at our production facility in China.
We combine specialized manufacturing with internationally sourced components, hardware, electronics, and premium tonewoods.
Customization
Can you build left-handed guitars and basses?
Yes. All of our custom guitars and basses can be assembled in either right-handed or left-handed orientation.
When placing your order, select:
Dexterity (Right/Left Handed)
Choose either Right Handed or Left Handed according to your playing preference.
How do I request special customization?
Enter any additional requests in the Customization Requirements field when placing your order.
You may include preferences such as:
- Neck profile
- Scale length
- Number of frets
- Fret size
- Low-action setup
- Pickup configuration
- Bridge type
- Locking tuners
- Hardware color
- Body finish
- Headstock finish
- Binding
- Inlays
- Custom dimensions
- Other special requirements
You may also upload a reference photograph, drawing, artwork, or design when an upload option is available.
What if my preferred specification is not shown on the product page?
If the information you require is not shown in the product description, specifications, product options, or Help Desk, please contact us.
Our Guitar Specialist will coordinate with our production team or guitar luthier when necessary, and we normally provide feedback by email within 24 hours.
Can I send reference photos or drawings?
Yes.
If you send us reference photos, drawings, or a list of specifications, our guitar luthier will review the design and requirements.
We will provide feedback and recommendations by email regarding matters such as:
- Feasibility
- Construction
- Component compatibility
- Tonewoods
- Hardware
- Electronics
- Dimensions
- Finishes
- Other technical requirements
If additional clarification is required, we may contact you before finalizing the build specifications.
Tonewoods
What types of wood do you use?
We use carefully selected woods for the:
- Body
- Top
- Neck
- Fretboard
Available options depend on the instrument design, construction requirements, desired tone, weight, appearance, and availability.
Premium and figured tonewoods may include options such as:
- Flame Maple
- Quilted Maple
- Birdseye Maple
- Flame Koa
- Mahogany
- Alder
- Ash
- Maple
- Rosewood
- Ebony
- Padauk
- Other available premium woods
Some premium tonewoods are imported from Japan and Korea.
Learn more:
What Types of Wood Are Best for an Electric Guitar?
https://customguitaratelier.com/2026/05/25/what-types-of-wood-are-best-for-an-electric-guitar/
Pickups
What pickup brands do you use?
Depending on the instrument, compatibility, availability, and customer-selected specifications, we offer pickup options from respected manufacturers including:
- Wilkinson — Korea
- EMG — USA
- Seymour Duncan — USA
- DiMarzio — USA
- Fishman Fluence — USA
- TV Jones — USA
- MEC — Germany
Not every pickup brand or model is compatible with every guitar or bass.
Our team or luthier may review:
- Pickup dimensions
- Routing requirements
- String spacing
- Bridge spacing
- Active/passive electronics
- Battery requirements
- Potentiometer compatibility
Can I request a pickup brand or model that is not listed?
Yes.
Enter the pickup brand and model in the Customization Requirements field or contact us before ordering.
Our Guitar Specialist or luthier will check compatibility and availability.
Do you offer active and passive pickups?
Yes.
We can accommodate both active and passive pickup systems, depending on the instrument and selected electronics.
Active systems may require:
- Battery compartment
- Additional routing
- Compatible potentiometers
- Preamp electronics
Which pickups are best for my playing style?
We can help recommend pickups based on the sound you prefer.
For example:
- Vintage warmth
- Clean articulation
- Blues and classic rock
- High-output hard rock
- Metal
- Modern active response
- Versatile all-around tones
Tell us your instrument type, musical style, and preferred sound, and our team can assist.
Learn more:
The Pickups We Use: Built Around Tone, Quality and Player Preference
https://customguitaratelier.com/2026/05/25/the-pickups-we-use-built-around-tone-quality-and-player-preference/
Hardware & Components
What hardware brands do you use?
Depending on the model and selected specifications, components may include:
- Wilkinson pickups, bridges, and machine heads — Korea
- Gotoh bridges — Japan
- Gotoh machine heads — Japan
- Gotoh potentiometers and other hardware — Japan
- Schaller hardware and components — Germany
- D’Addario strings — USA
Not every instrument uses all of these components.
The exact hardware depends on:
- Instrument design
- Compatibility
- Customer-selected options
- Availability
Hardware and component upgrades may affect the final price.
Pricing
Why are some Custom Guitar Atelier instruments more affordable?
Our instruments are individually configured according to the specifications selected by the customer.
Some models begin with a more affordable standard configuration while still using carefully selected tonewoods, hardware, electronics, and components.
Customers may then choose optional upgrades such as:
- Premium tonewoods
- Branded pickups
- Upgraded bridges
- Premium machine heads
- Custom finishes
- Binding
- Inlays
- Specialty electronics
- Other custom options
The final price depends on how the instrument is configured.
Why are some custom guitars more expensive?
The final price depends on the materials, components, construction, and level of customization selected.
Premium upgrades may include:
- Premium or figured tonewoods
- Imported tonewoods from Japan and Korea
- Gotoh hardware made in Japan
- Wilkinson hardware and pickups made in Korea
- EMG pickups
- Seymour Duncan pickups
- DiMarzio pickups
- Fishman Fluence pickups
- TV Jones pickups
- MEC pickups
- Schaller hardware
- Multi-ply binding
- Custom inlays
- Specialty finishes
- Custom body designs
- Custom headstock designs
- Multi-scale construction
- Unusual fret configurations
- Additional electronics
- Active preamps
- Specialized routing
Complex builds can also require more materials, production time, finishing work, setup, and luthier attention.
Ordering
How do I place an order?
To place an order:
- Select your preferred guitar or bass.
- Choose your specifications from the available product options.
- Enter any special requirements in the Customization Requirements field.
- Complete checkout and payment.
- Submit your order.
Visit:
Can I change my order after placing it?
Please contact us as soon as possible.
Changes may be possible before production begins.
Once production has started, modifications may no longer be possible.
Can I cancel my order?
A cancellation may be requested within 72 hours of purchase, provided production has not started.
If production has already started, a 50% cancellation fee may apply.
Why is there a cancellation fee?
Because every instrument is custom made to order, costs may begin shortly after purchase, including:
- Material preparation
- Component preparation
- Labor planning
- Customization review
- Administrative processing
- Production scheduling
Production
How long does production take?
Production starts from approximately 30 working days after:
- Payment has been received, and
- The instrument specifications have been confirmed.
The exact production time depends on:
- Instrument design
- Customization complexity
- Finish
- Selected tonewoods
- Hardware and component availability
- Order volume
- Quality-control requirements
Highly customized or technically complex builds may require additional production time.
Working days exclude weekends, public holidays, and shipping time.
Why does production take time?
Each instrument is built specifically for the customer rather than taken from ready-made inventory.
Production includes:
- Material preparation
- Woodworking
- Construction
- Routing
- Finishing
- Hardware installation
- Electronics installation
- Setup
- Testing
- Quality inspection
- Final preparation for shipment
What are the production stages?
Your instrument will generally progress through these stages:
1. Order Confirmed & Specifications Reviewed
We confirm payment, selected options, customization requirements, and shipping information.
2. Production Started
Materials and required components are prepared.
3. Woodworking & Construction
The selected woods are prepared, shaped, routed, and assembled.
4. Finishing
The selected stain, color, artwork, or finish is applied and allowed to cure.
5. Hardware & Electronics Assembly
Pickups, bridge, tuners, controls, wiring, and other components are installed.
6. Final Setup & CGA Quality Check
The instrument undergoes setup, playability testing, electronics testing where applicable, tuning, intonation, and quality inspection.
7. Ready for Shipment
The instrument is cleaned, documented, and securely packaged.
8. Shipped
Tracking information is provided after dispatch.
The original FAQ includes this production-stage structure.
Quality Control
How do you inspect each completed instrument?
Every completed instrument undergoes our comprehensive CGA Quality Check before it is approved for shipment.
Our technicians review areas including:
- Construction
- Finish
- Neck and playability
- Fretwork
- Tuning
- Intonation
- Setup
- Electronics
- Hardware
- Functional performance
- Cosmetic condition
Learn more:
CGA 50-Point Quality
https://customguitaratelier.com/cga-quality/
Your current FAQ confirms that completed instruments undergo this quality-control process before shipment.
Shipping
Do you ship worldwide?
Yes. We ship worldwide.
Where are orders shipped from?
Completed orders are shipped directly from our manufacturing facility in China.
How much does shipping cost?
Our standard worldwide shipping fee is:
$150 USD
unless a different shipping amount is specifically indicated for the order.
How long does shipping take?
Estimated shipping time is approximately:
15–30 working days worldwide
after the completed instrument has been shipped.
Actual delivery time may vary depending on:
- Destination
- Carrier
- Customs processing
- Local delivery conditions
Is production time included in shipping time?
No.
Production and shipping are separate.
Production starts from approximately 30 working days after payment and specifications are confirmed.
Shipping is approximately 15–30 working days after dispatch.
Will I receive tracking information?
Yes.
Once your order has shipped, we will provide shipping confirmation and tracking information.
Please allow a few business days for tracking updates to appear.
Do I have to pay customs duties or taxes?
International orders may be subject to:
- Import duties
- Taxes
- Customs fees
These charges are determined by the destination country’s customs authority and are the customer’s responsibility.
Are you responsible for customs delays?
No.
Customs processing is controlled by local authorities, and we cannot control delays caused by customs.
Shipping Address & Delivery
What happens if I provide the wrong shipping address?
Please make sure your shipping information is correct before checkout.
We are not responsible for orders shipped to an incorrectly provided address.
Additional shipping fees may apply if reshipment is required.
What if tracking says Delivered but I cannot find my package?
For packages marked as Delivered, please contact your local shipping carrier first.
We are not responsible for packages lost or stolen after successful delivery.
Shipping Damage
What should I do if my instrument arrives damaged?
Contact us immediately and no later than 48 hours after delivery.
Please provide:
- Order number
- Clear description of the damage
- Photos and/or videos of the instrument
- Photos of the shipping box
- Photos of the packaging materials
Please keep all original packaging while the claim is being reviewed.
Returns & Refunds
Can I return a custom guitar or bass?
Because our instruments are custom made to order, returns are generally limited.
Returns may be considered in approved circumstances such as:
- Confirmed manufacturing defect
- Shipping damage
- Other approved special circumstances
Are custom-made instruments refundable?
Custom-made instruments are generally non-returnable and non-refundable, except in approved circumstances under our Return & Refund Policy.
What situations are generally not eligible for return or refund?
These may include:
- Personalized or custom-made products
- Used items
- Unauthorized returns
- Incorrect options selected by the customer
- Incorrect specifications supplied by the customer
- Change of mind
- Delays within the stated production or shipping timeframe
- Damage caused by misuse
- Improper handling or storage
- Unauthorized repair
- Problems caused by incorrect customer-provided information
Are natural wood grain and color differences considered defects?
No.
Natural materials can vary.
Differences may include:
- Wood grain
- Figure
- Color tone
- Finish appearance
- Natural wood characteristics
- Small handcrafted variations
These are not normally considered manufacturing defects.
How long do I have to request a return?
Contact us within 72 hours after delivery.
Return requests are reviewed individually and are not automatically approved.
Who pays return shipping?
If a return is approved, the customer is generally responsible for return shipping unless otherwise agreed in writing.
Are original shipping charges refundable?
Original shipping charges are generally non-refundable unless otherwise approved.
How long do I have to send an approved return?
The item must normally be shipped back within 7 days after receiving return approval.
What condition must an approved return be in?
The item must be:
- Unused
- Unmodified
- Undamaged
- In the same condition as received
- Returned with original packaging and included accessories where applicable
Do I need approval before returning anything?
Yes.
Never send an instrument back without prior return authorization.
Unauthorized returns may be refused.
How are approved refunds processed?
Approved refunds are issued to the original payment method.
Processing may take up to 10 business days, depending on the payment provider.
Manufacturing Defects
What should I do if I believe my guitar has a manufacturing defect?
Contact us within 72 hours after delivery.
Please provide:
- Order number
- Description of the issue
- Photos and/or videos
- Photos of the shipping box
- Photos of packaging materials
What resolutions may be offered?
Depending on the circumstances and our review, possible resolutions may include:
- Repair assistance
- Replacement
- Partial refund
- Full refund
We reserve the right to determine whether an issue qualifies as a manufacturing defect.
Customer Responsibility
Am I responsible for checking my order before purchasing?
Yes.
Please carefully review:
- Color
- Finish
- Tonewoods
- Pickups
- Hardware
- Custom design selections
- Playing orientation
- Shipping address
- Telephone number
- Other specifications
before completing checkout.
What happens if I provide incorrect information?
We are not responsible for issues resulting from incorrect or incomplete information provided by the customer.
Customer-Submitted Designs & Artwork
Can I submit my own logo, artwork, image, or design?
Yes, provided you have the legal right to use the submitted material.
Does Custom Guitar Atelier verify ownership of submitted artwork?
No.
Customers are responsible for ensuring they have permission or legal rights to use submitted designs, logos, photographs, artwork, or other materials.
Website & Service
Can Custom Guitar Atelier refuse or cancel an order?
We reserve the right to refuse or cancel an order in situations including:
- Suspected fraud
- Unauthorized transactions
- Incorrect pricing
- Incorrect product information
- Violations of our Terms of Service
Is all information on the website guaranteed to be error-free?
We make every effort to keep our information accurate and current, but errors or omissions may occur.
If a specification, price, compatibility issue, or custom feature is unclear, please contact us for confirmation before ordering.
Do you use third-party services?
Yes.
We may use third-party providers for services such as:
- Payment processing
- Analytics
- Advertising
- Shipping
- Website functionality
Do you store my payment-card information?
No.
Payments are securely processed through authorized third-party payment providers.
Custom Guitar Atelier does not store customers’ full payment-card information.
Customer Support
When should I contact a Guitar Specialist?
Please contact our Guitar Specialist if your question involves:
- A specification not listed on the website
- Unusual hardware
- Pickup compatibility
- Custom dimensions
- Specialty electronics
- Custom body design
- Custom headstock design
- Unusual scale length
- Multi-scale construction
- Specialized fret configuration
- Custom wiring
- Other technical requirements
Our Guitar Specialist can coordinate with our production team or guitar luthier, and we normally provide feedback by email within 24 hours.
Can your AI Guitar Specialist answer questions about my existing order?
Our AI Guitar Specialist can help with general information, specifications, customization, ordering, production, and shipping policies.
For customer-specific matters such as:
- Individual order status
- Payment issues
- Production updates
- Order changes
- Returns
- Complaints
- Account-specific information
please contact our human support team.
Helpful Resources
CGA 50-Point Quality
https://customguitaratelier.com/cga-quality/
Tonewood Guide
https://customguitaratelier.com/2026/05/25/what-types-of-wood-are-best-for-an-electric-guitar/
Customer Reviews
https://customguitaratelier.com/2026/06/08/customer-reviews-real-stories-from-musicians-who-trust-custom-guitar-atelier/
Live Chat
https://customguitaratelier.com/live-chat/
Need More Help?
Can’t find the answer you’re looking for?
Please contact Custom Guitar Atelier. Our Guitar Specialist can assist with specifications, customization, pricing, compatibility, ordering, or your existing order.
For custom designs or technical requirements, we can coordinate directly with our guitar luthier and provide feedback by email.