The Matcha

To initiate a return or complaint regarding a purchased item, you must first contact our Customer Service team to detail the nature of your concern. Upon initial contact, we will provide specific instructions, which will include an email address for you to submit photographic or video evidence documenting the reported issue.

Assessment and Resolution Process

Upon receipt of the complete photographic evidence, our team will conduct a preliminary assessment of the complaint. Our resolution options may include:

A full or partial refund of the initial purchase price.

The initiation of a repair process or the provision of replacement parts.

Mandatory Item Return for Further Assessment

In the event that the initial photographic evidence is deemed insufficient to fully assess the damage, or if the complaint suggests the need for repair or in-depth evaluation, the customer acknowledges and agrees that the item (specifically, the guitar or related equipment) must be returned to our facility.

This return is mandatory to complete a thorough physical inspection or to commence repair work by our qualified technicians. The outcome of this physical assessment shall be final and binding in determining the appropriate resolution.

Limitation of Liability and Customer Compliance

By initiating a complaint, the customer affirms that the documentation provided is accurate and complete. We reserve the right to decline a refund or repair if the physical inspection reveals damage inconsistent with the initial complaint, or if the item exhibits signs of misuse, unauthorized modification, or neglect. Failure to comply with the mandated return for physical assessment will result in the inability to process any refund or repair resolution.

Domestic U.S. Shipping (Contiguous 48 States Only)

We are pleased to offer Free Insured Standard Shipping on all guitar orders shipped within the contiguous 48 United States.

Cost: FREE

Carrier: We utilize major carriers such as UPS, FedEx, or USPS, selecting the best option for secure and timely delivery.

Estimated Delivery Time: 3-7 business days after processing.

Shipping to Alaska, Hawaii, and U.S. Territories

For shipments to Alaska, Hawaii, and U.S. Territories, shipping charges will be calculated at checkout based on the destination, weight, and dimensions of the package.

International Shipping

We ship our guitars to customers around the world!

Cost: International shipping charges will be calculated at checkout based on the destination, weight, and dimensions of the package.

Customs, Duties, and Taxes: Please be aware that all fees imposed during or after shipping, such as import taxes, customs duties, and tariffs, are the sole responsibility of the customer and are not included in the item price or shipping cost. We recommend checking with your country’s customs office to determine what these additional costs will be prior to purchasing.

Our Commitment to Safe Packaging

We understand that a guitar is a valuable and fragile instrument. We take every precaution to ensure your guitar arrives safely and in the condition you expect.

Proper Packing: Every guitar is packed properly and securely according to professional standards for musical instrument shipping. This includes:

Loosening the strings to reduce tension on the neck during transit.

Securing the instrument within a quality case (if applicable) and/or using specialized guitar shipping boxes.

Using ample packing materials (such as foam, bubble wrap, or packing peanuts) to cushion the instrument and fill all voids, preventing movement inside the box.

Paying special attention to protecting the vulnerable headstock and neck joint.

Shipping Insurance: [Optional: State whether insurance is included or an add-on. Example: All shipments are fully insured against loss or damage during transit.]

Damages and Lost Shipments

Please inspect your package immediately upon arrival.

We are not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipping carrier to file a claim.

Save all packaging materials and damaged goods before filing a claim, as this is required by the carrier.