Policies

This document discusses the policies Sound Guitar Works, LLC has put in place regarding privacy/security, orders, returns, warranty, shipping, and payment terms. By visiting and using soundguitarworks.com, you are agreeing to the terms as stated in this document.

Privacy Policy

Sound Guitar Works, LLC needs to collect certain personal information from you in order to complete transactions. By visiting and using soundguitarworks.com, you agree to provide complete and accurate personal information, such as billing, shipping, and payment information. The information we collect is used for internal purposes only. No personal information is shared with other organizations for commercial purposes. Any personal information, such as phone numbers, that we collect and store on our secure system is used only to contact you regarding orders you placed which are currently in production. If you include an email address with your personal information, we may send you our quarterly newsletter. If you wish to stop receiving the newsletter, you can use the link at the bottom of the newsletter to opt out, or you can contact us at sales@soundguitarworks.com and we will remove you from the subscriber list.

We provide visitors to our website the opportunity to create a user account which stores their unique identifier information (e.g., customer number), transaction information (e.g., dates on which customers made purchases, amounts and types of purchases), and contact information (e.g., name, address, phone number). You can access and maintain this information by visiting your account on soundguitarworks.com. By creating an account on soundguitarworks.com, you agree to be responsible for maintaining your account information, and are liable for any delays or losses incurred that may arise from account information discrepancies.

Sound Guitar Works, LLC takes reasonable measures to safeguard and prevent any unauthorized access to your personal information. However, we are not responsible for the actions of those persons who may gain access to your personal information unlawfully. We make no guarantee, express or implied, that we can prevent any and all unauthorized access to your personal information. Under no circumstances shall Sound Guitar Works, LLC be held liable for any damages or losses that may arise, or are in any way connected to, a third party’s unauthorized access to your personal information, regardless of whether Sound Guitar Works, LLC was given actual or constructive notice that such damages were possible.

We do collect aggregate information through our website on what pages consumers access or visit. We use cookies to record session information, such as most-viewed items and which items consumers add to their shopping cart. This information is used for internal review purposes only and is then discarded. We are currently not displaying any advertisements on our website; however, we have used Google AdSense in the past and may do so again.

Orders

By making purchases through soundguitarworks.com you agree to receive and accept all goods as ordered. You are responsible for confirming that the specifications of the goods to be purchased are correct before submitting your order. Sound Guitar Works, LLC reserves the right to accept or decline your order for any reason after the receipt of your order. We also reserve the right to supply less than the quantity ordered of any item, and you will be notified of any backorders or substitutions. Any portion of your order not fulfilled by Sound Guitar Works, LLC will be refunded, limited to only the outstanding amount. Sound Guitar Works, LLC does not have an order amount limit, but requests that any orders exceeding $1,000.00 (US dollars) in value be placed via phone or email to sales@soundguitarworks.com.

Sound Guitar Works, LLC reserves the right to refuse or cancel any orders placed for goods posted with incorrect information, including incorrect pricing, product details, or containing typographical errors, regardless of whether or not the order has been confirmed and your payment account charged. If your order is canceled, we will issue your payment account a refund for the amount charged. Sound Guitar Works, LLC is not responsible for any errors made to orders placed through our website. By submitting your order for goods through our website, you are accepting the receipt of goods with the specifications detailed on your order confirmation.

With the exception of Ready-to-Build items, all goods are made-to-order. We do not begin production on your neck or body until your order has been placed and payment has been received. As each body and neck is custom-manufactured, the production process does take time. We usually ship neck and body orders within four to six weeks; however, our production timelines do vary throughout the year. For a more accurate estimate, please contact us at sales@soundguitarworks.com. Transit time is not included in these estimates. Depending on your location, shipping may take an additional one to two weeks. If we experience any significant delays in production, we will contact you with updates. Sound Guitar Works, LLC is not responsible for any delays in order completion or shipment due to incomplete or inaccurate information provided by you, such as billing or shipping information. As with any custom-manufactured instrument, your patience is much appreciated. We will typically ship your entire order at one time, unless requested otherwise. Online orders placed over the weekend will be processed the following Monday.

If you need to make a change to your order after it has been placed, you need to contact us as soon as possible. With the exception of Ready-to-Build goods, all bodies and necks are made-to-order and cannot be changed once the production process has been started. Depending on what you wish to change, it may be possible; however, we will charge an order change fee based on the change requested. If the order change can be made without complications to the production process, a $25.00 (US dollars) charge will apply, plus any applicable up-charges based on the change requested. If the order change requires the item to be restarted from scratch, a 25% restock fee will apply based on the purchase price of the item.

If you need to cancel any part of your order, you need to contact us as soon as possible. With the exception of Ready-to-Build goods, all bodies and necks are made-to-order. Canceling your order after the production process has been started may incur a cancellation fee of 25% of the purchase price of the item, which will be deducted from the refunded amount. All refunds, including gift cards, will be issued to the original payment account charged. Refunds are non-transferable and cannot be issued as cash or store credit.

Sound Guitar Works, LLC does accept rush orders; however, acceptance is on a case-by-case basis and at our discretion. If the rush order is accepted, a rush order fee may apply. With the exception of Ready-to-Build items, all bodies and necks are custom-manufactured and take a minimum of two weeks to complete. This does not include transit times. Due to circumstances that may be out of our control, Sound Guitar Works, LLC will not guarantee any rush order will be completed by a specified date.

Sound Guitar Works, LLC does accept customer-supplied materials; however, it is on a case-by-case basis and acceptance is at our discretion. Be aware that customer-supplied materials typically don't offer any cost savings as there is still labor involved in processing those materials. Additional fees may also be charged depending on the condition of the material and how much labor may be involved. Upon receipt of your materials, we will notify you of whether your material is usable or not and make you aware of any additional charges before we proceed with production. If we are unable to use your materials, we will return them to you at your expense. All items made with customer-supplied materials are void of warranty. Sound Guitar Works, LLC is not responsible should your items need to be remade due to defects in the supplied material. We will not offer a refund, or replace your material if your items should need to be remade for any reason.

Payment Policy

You must be at least eighteen years of age to make purchases through soundguitarworks.com. To complete any purchase of goods through our website, you must provide a valid form of payment, including any associated information, such as your name as it appears on the card, your credit card number and applicable security code, the credit card type and expiration date, or any other information necessary for electronic transactions. By submitting any payment information to us, you are agreeing to authorize us and our merchant service providers to charge your credit card or applicable payment account.

All orders must be paid in full prior to the start of the production process, unless specified otherwise by Sound Guitar Works, LLC. We accept payments made via VISA, MasterCard, or Paypal.com. Please refer to your credit card issuer’s terms of agreement for any concerns regarding your rights and liabilities as a cardholder. By making purchases through soundguitarworks.com, you agree to pay all fees and charges incurred in connection with your purchases, including any applicable service fees and taxes. At this time, Sound Guitar Works, LLC only collects Washington State Sales Tax on orders shipped to an address located within Washington State, USA. OEM customers within the State of Washington may provide a reseller certificate to be exempt from sales tax. Within the United States, most state laws dictate that purchases are not tax-exempt simply because the sale was made over the internet or because the seller is not required to collect sales tax. You are responsible for reviewing your state’s laws regarding untaxed purchases and, if any tax is owed, paying said tax directly to your state.

Sound Guitar Works, LLC reserves the right, at any time and without prior notice, to change its prices and billing methods, effective immediately. Prices and billing methods posted on the website are non-negotiable. Any promotional sales or discounts will be honored as described on our website; however, Sound Guitar Works, LLC reserves the right to refuse to issue stated discounts at our discretion.

Warranty Policy

Sound Guitar Works, LLC takes extra measures to ensure all of our products are free of material defects and that the workmanship meets our quality standards. As such, we offer a one year limited warranty on all necks and bodies, including all Ready-to-Build items. However, this warranty does not cover items that were ordered incorrectly, finished improperly, misused, stored in unfavorable conditions, or were in any way mishandled or modified. If finished and treated properly, your neck or body should last for many years.

Any warranty issues must be brought to our attention within one year of the date your item left our manufacturing facility. You are responsible for thoroughly checking all items as soon as you receive them to ensure they are free of defects. You are also responsible for sealing your neck or body with a hard finish within thirty days of the date you received them. Sound Guitar Works, LLC considers lacquer or polyurethane to be hard finishes and will not warranty items with oil finishes or poorly-applied wipe-on finishes as they are not considered to be adequate protection. Please visit our Assembly Help page for more information and instructions on properly checking and test-fitting your parts.

This warranty is in lieu of all other warranties, obligations, or liabilities. The duration of this warranty is not to exceed one year from the date the product leaves our manufacturing facility. The obligation of this warranty is limited to repair or replacement of any item which we agree is defective in materials or workmanship. The value of any repair or replacement will not exceed the original purchase price. This warranty does not cover any costs associated with finishing or modifying the item after purchase. This warranty is void on any items which have been modified or altered in any way, including but not limited to additional sanding to change the shape or thickness, peghead reshaping, aftermarket refrets, and relic work. Warranty coverage is applicable to original purchasers only and is not transferable. Shipment to a third party (any persons who are not the original purchaser) may also void this warranty. We recommend thoroughly checking your items yourself before shipping them to a finisher or guitar technician.

By placing your order, you are agreeing to be responsible for verifying all details of the items you are going to purchase before submitting your order. You are responsible for ensuring all dimensions of the items you are going to purchase meet your requirements. Our standard dimensions are listed on our website. Upon receipt of your neck or body, please confirm all features of your purchased items match those described on your order confirmation before modifying your items in any way. Sound Guitar Works, LLC will not warranty any items which were ordered incorrectly.

Returns Policy

Should your new neck or body not meet your satisfaction it may be returned for a full refund; however, all returns are subject to the following conditions. By purchasing items from our website, you are agreeing to verify all features meet the needs of your application before submitting your order. Please see our Orders Policy for more information. Upon receipt of your items, you are responsible for confirming all features of your items match the details as described on your order confirmation. Sound Guitar Works, LLC will not accept returns on items that were ordered incorrectly.

All returned items must be in the same condition in which you received them. Packaging must be sufficient to ensure the items arrive at our facility in the same condition in which you received them. Any items damaged in transit will not be eligible for refunds. Sound Guitar Works, LLC is not responsible for damages or losses incurred in transit.

Sound Guitar Works, LLC will not accept returns on any items that have been modified or altered in any way, including hardware installation and the application of finish. All returns must be accompanied by a Return Authorization (RA) Number and a copy of your original invoice or order confirmation. To receive an RA number, you must contact us within ten business days of receipt of your items with an explanation of why you wish to return an item. Please reference your order or invoice number in your explanation. If Sound Guitar Works, LLC agrees to the return, we will issue you an RA number. Your RA number becomes void if the items are not received at our manufacturing facility within fifteen business days of the date it is issued. Please send all returns to:

Sound Guitar Works, LLC

Attn: Returns

10715 A Street South

Building 18

Tacoma, WA 98444

USA

Please include your RA number on your packaging.

If you fail to return your items within fifteen days of the date your RA number is issued, your items will no longer be eligible for return, with the exception of warranty issues. Please see our Warranty Policy for more information regarding warranty issues.

Sound Guitar Works, LLC reserves the right to refuse return requests at our discretion. With the exception of warranty issues, return shipping costs are your responsibility and will not be refunded by Sound Guitar Works, LLC, regardless of whether a return is accepted or not. Sound Guitar Works, LLC cannot be held responsible for any additional fees, taxes, customs, or any other associated costs (such as hardware, finishing, or assembly) on returned items.

All refunds, including gift cards, will be issued to the original payment account charged. Refunds are non-transferable and cannot be issued as cash or store credit.

Shipping Policy

Sound Guitar Works, LLC uses United Parcel Service (UPS) for most shipments within the United States. We use the United States Postal Service (USPS) for all international shipments. Sound Guitar Works, LLC is not responsible for any damages or losses incurred during transit. Any claims for lost or damaged goods need to be submitted to the applicable carrier.

Sound Guitar Works, LLC can ship to third party recipients (any persons who are not the original purchaser), upon request, but so doing will void your warranty. Sound Guitar Works, LLC is not responsible for any damages or losses incurred by shipping to third party recipients, nor are we responsible for any fees or costs that may arise by doing so.

CITES

Currently, Sound Guitar Works, LLC is not able to ship goods containing certain materials outside the United States due to CITES regulations. As such, international customers are not able to purchase necks or bodies made with rosewood (any species) or necks made with shell inlay (including paua abalone and mother of pearl). We offer alternatives for these materials, such as the woods pau ferro, katalox, Rocklite rosewood composite, and pearloid inlay materials. Contact us at sales@soundguitarworks.com for more information about these options.