FAQ's

RETAIL STORE INFORMATION

Q:What are your store hours?

A:Our retail store is open 10am-9pm Monday-Saturday and 12pm-5pm on Sunday. We close on New Years Day, Easter, July 4th, Thanksgiving, and Christmas.

Q: Do you offer lessons?

A:Yes! We have one of the largest lesson programs in Western New York. We offer private and group lessons 7 days a week. Visit www.theguitarfactory.com/lessons to read more!

Q: Do you repair music gear?

A:Yes! We mainly repair guitars, basses, and amps. Visit www.theguitarfactory.com/repairs to read more about exactly what we offer.

Q:Do you buy used equipment?

A:Absolutely! We will give you a cash or trade value on any equipment you have. As a store policy, we must see the used item. You can also fill out the form and upload a picture on our Sell Your Gear page (www.theguitarfactory.com/sell-your-gear ) .

 

 

 

 

FREE SHIPPING TERMS

Q: What are the terms for FREE shipping?

A: * Please note, On some items regular shipping charges may appear during the time of checkout but will not appear on your final credit card bill. For billing questions, feel free to contact us at 1 800 863 4347, MON-FRI 9AM-6PM EST /SAT 9AM-6PM EST.
* Free Shipping offer is valid for select web-only orders.
* Excludes oversized items such as drums, some large amplifiers and speaker cabinets
* Free Shipping offer is open only to the lower 48 States; excluding Alaska, Hawaii and Puerto Rico; excluded international and FPO/APO delivery.
* Offer applies to standard Ground shipping only; additional charges are applicable to air shipping requests.
* Subject to credit approval.
* We reserve the right to change the offer terms at any time.
* Be sure to look for our everyday free shipping deals on selected items; check product details for eligibility on savings.

ORDERS/RETURNS

Q: I have just submitted an order, when will be credit card be charged?

A: Your credit card will not be charged until you have approved of these charges.

Please note: We accept credit cards and PayPal (confirmed and verified accounts only) in most countries. However, for some countries we can only accept bank wires or money orders. We will notify you upon submission of your order if an alternate payment method is required.

Q: Do you accept International orders?

A: Yes we do! For International Customers, please use the shopping cart provided on our site. When you are ready to begin the checkout procedure, please select your country from the list provided. For orders shipping outside the continental US additional shipping fees apply. We will contact you after your order has been submitted with the exact shipping amount (You can also email us at info@theguitarfactory.com.


Q:What should I do if my item arrives damaged during shipping?

A: If your order arrives damaged during shipping, please be sure to save all packing materials, then call our toll free line 1-800-863-4347.

Q: Do you charge tax?

A: New York residents only, 8.75% sales tax will be added to item totals (shipping fee is not taxable).

Q: Do you accept PayPal as a method of payment?

A: Yes we do! Our shopping cart is configured to accept PayPal as a payment method for your purchases. Fast, simple and secure!

Q: Is your website secure?

A: Yes it is! Our website uses SSL (Secure Socket Layer) to ensure the highest level of security for online transactions. All sensitive information (credit cards, phone numbers, addresses, etc.) is completely encrypted for safe and secure transfer to our website.

Q: I can't find the item I want on your wesbite, what should I do?

A: We have many items in stock that are not currently on our website, please call our toll free order line at: 1-800-863-4347 or email us at info@theguitarfactory.com.

 

Q:What is your Return Policy? 

A: The Guitar Factory has a 30 Day Money Back Guarantee! If you are not completely satisfied with any product, you can return it for a full refund or credit (of the product purchase price) toward a different product. Simply call us or e-mail us within 30 days of receipt to arrange the details of your return. 

This policy does not apply to local store purchases or special orders. All special orders and deposits on special orders are non refundable. 

All returns must: 

* Be in original, undamaged, new condition 
* Include all warranty cards, literature, packaging, etc. 
* All opened items are subject to a 15% restocking fee. 

Customers are responsible for all shipping charges. 

Please allow a minimum of two weeks from the time we receive your return for your refund or reshipment to arrive. If paid by credit card, please allow up to two billing cycles for your credit to appear on your statement. 

Returns of special order merchandise and drop-ship items may be subject to manufacturers' restocking fees. No items will be accepted unless accompanied by a return authorization, valid for 30 days only! 

Please note that no returns are allowed on software, harmonicas, videos, books, drumsticks, drumheads, pickups, raw frame speakers, or mouth-blown instruments.)

OTHER

Q: I can't find the item I want on your wesbite, what should I do?

A: We have many items in stock that are not currently on our website, please call our toll free order line at: 1-800-863-4347 or email us at info@theguitarfactory.com.

Q: Do you have gift certificates available?

A: Yes we do! Please call our toll free line 1-800-863-4347 or email us at info@theguitarfactory.com for details.