We want you to be happy with your purchase from Boxcar Guitars. We make every effort to provide the best merchandise available to suit the needs of the discriminating player. We realize, however, that some items, for whatever reason, may not suit the purposes for which they were purchased. We are happy to provide refunds, credit or exchanges on our merchandise, subject to the following policy:
Returns - General
At Boxcar Guitars we offer a 24 hour approval period from the time you receive the item. Items may be returned for refund (less a 10% restocking fee). Most of the time returns can be avoided completely by a short pre-sale phone call.
Items must be in original new condition with all materials, paperwork, and accessories in tact. Items that are worn, or are not in new / resalable condition, or if the manufacturer's packaging/box is destroyed, or not in reusable condition, may be deducted up to a maximum of 35% at our discretion. Items that are abused, broken, or damaged may not be returned (this does not apply to shipping damage claims, defective, or malfunctioned / warranty items).
*** In the event an item is returned for reasons of defect or damage, any item that has been taken apart, worked on, or adjusted by the customer or others in any way will not be accepted.
Occasionally we may offer a discount on an item (or free item) based on other items purchased. In such a situation, all items must be returned together, or such discounts shall be deducted from any partial return credit or refund.
Return Policy - Shipping
Shipping fees and return shipping costs are not refundable or reimbursed for any reason. On occasion we might offer free shipping on an order. If a free shipping order is returned, normal shipping rates will be deducted from refund. If you receive an item that you feel is defective, you may return it for inspection. If upon inspection it is deemed defective, a replacement will be shipped free of charge to you via UPS ground (48 lower US states only). We do not "pick up", "call tag", or pay for return shipping costs. That is an assumed risk of online retail. Please see "Shipping" for information on damaged in transit, or incorrect items received.
Return Policy - Product Specifications
Product specifications & features are subject to change without notice. Photographs are typically of the actual guitar. For the most current specifications, please check with the manufacturer's web site or call ahead first. Often if a photograph is not available of a certain color, then a file photo of the same model will be used of a different color. Please note that colors can be affected and even altered by your monitor and its settings. There will likely be some variance in color due to the many variables of viewing photos online. We are not responsible for manufacturer changes in products specifications.
Return Policy - Product Playability / Action / Setup
First off, ALL of our guitars are professionally setup from the manufacturers before we receive them! Musical Instruments (i.e. guitars) are made of wood, and are subject acclimation (changes in climate). Setup, playability, and "action" are subject to change by the very nature that the climate, temperature, humidity, and other factors change when the instrument is taken from one environment to another. Guitars can and often do require adjustment upon arrival. When the neck of a guitar dries out, it pulls back and can buzz, or when it is more humid it can relax the wood and the neck can pull forward and the strings can be too high. Also if a guitar is tuned, but not to a proper "A 440" with a tuner and is pitched too low, it can buzz as well. We make no guarantee either express or implied as to the playability of an instrument that is not adjusted locally to your climate. We will gladly assist you over the phone with any advice on adjustment, but can not make return policy exceptions based on playability which is subjective. Guitars do need adjustment periodically, especially when being purchased online.
Return Policy - Exclusions (non-returnable items)
Unfortunately some items may not be returned and the sale is final. Please choose carefully before buying these items. Custom built instruments, clearance or discounted items, demo models, used items and special orders are not returnable or refundable. On occasion we may post an item on an auction site. Any item purchased that is initiated through an auction site are final and not returnable.
To Return an Item
Please call 1-858-876-TONE and please have your invoice number ready when you call. Our manager will process the request for return authorization. Upon receiving your authorization, package your item securely, and ship it back to us via the carrier of your choice. Remember you are the shipper and it is your responsibility to properly package and insure the item. If an Item is damaged in transit back to us, we can not accept it for return. It will be up to you to file a damage claim with the shipper you contracted. If an item arrives without authorization, delivery will not be accepted. Allow 2 weeks (from delivery at our location) for returns to be inspected, restocked, and processed for refund. Refunds can take up to 7 days for it to show up on your credit card once processed.
Additional Terms and Conditions
Customer shall be responsible for his or her own actions in using this web site or purchasing from Boxcar Guitars. In the event of a NSF, fraudulent, or closed account check, or any instance where the customer disputes any credit card charges for purchases where delivery was made, customer shall be responsible for all collections costs, attorneys’ fees, court costs, and any and all costs associated with collection. In the event an order is placed, and then shipment is refused or order is cancelled prior to shipment, customer shall be responsible for 10% restocking fee plus a $10.00 fee, plus the UPS and/or FedEx published rate for delivery and for return to us. Any customer issuing a bad check, or accepting a shipment, and then disputes the credit card charges with their issuing bank will be immediately turned over to our third party collection agency and incur additional fees. Customer agrees by placing an order either over the phone or electronically to all terms, policies, and conditions contained within this web site. The transfer of ownership occurs at the time Boxcar Guitars hands the goods off to the carrier for transport. After such time, the customer is entitled to our return policy and all manufacturers warranties. The customer shall release and indemnify Boxcar Guitars, its agents, affiliates, employees, and suppliers from any and all liability including but not limited to: Delayed shipment, delayed delivery, back order, malfunction, defective, damages, injury or death from abuse or misuse, or statements of specifications or usability or estimations on shipment or delivery time or date.
This document was last updated on September 01, 2017