Shipping & Returns Policy
Shipping Policy for Standard Online Shop Orders (excludes custom instrument & parts orders)
We never require a minimum order amount for shipping. We use tabled dimensional weight based shipping rates provided to us by our preferred carriers. Shipping rates are determined by your zip/postal code in conjunction with the total combined weight of the items you purchase. Because our rates are based on our carrier’s current rates, our shipping rates are subject to change without notice. In the event you’d prefer a shipping method that doesn’t appear in your shipping options list at checkout, Contact Us directly for other possible shipping options.
We have recently added FREE SHIPPING for all domestic (U.S. postal code) orders of $50.00 or more. This is a permanent new policy to benefit our much appreciated customers. *See “Free Shipping” section below for more info.
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Our Shipping Methods for Standard Online Shop Orders:
United States Postal Service (USPS) Mail
- Our default shipping method for letters, postcards, padded envelopes, and most small packages.
- Used for shipping to P.O. Boxes, APO/FPO Boxes, Alaska, Hawaii, and US Territories.
- Default method for Canada and other International shipments. *For more information, see International Shipments below.
UPS
- Default shipping method for large (any dimension of package is over 18″) or heavy packages.
- Can be specified as your preferred shipping method at checkout in our online Shop.
- Cannot be used for shipments to P.O. Boxes, APO/FPO Boxes, Alaska, Hawaii, or US Territories.
- Expedited shipping options on standard orders are available upon request. Contact us for more info.
Free Shipping Policy
As of 01/02/2023, we are now offering all customers (within US) FREE SHIPPING delivery options! To qualify for this great new benefit, US customers must spend $50.00. We currently do not offer free shipping to international countries. To take advantage of this shipping method, simply spend the minimum amount required (calculated AFTER coupons and other promotional discounts) and be sure to select the “Free Shipping” option at checkout!
The Free Shipping delivery option is considered an economy shipping option by default. Horizon Guitars reserves the right to select the carrier and delivery service based on the lowest cost to us. Horizon Guitars and it’s 3rd party shipping affiliates do not offer guaranteed delivery dates with our free shipping method. The Free Shipping option may or may not include tracking based on our selected shipping method (at Horizon Guitar’s discretion). If your shipping service includes tracking, the tracking number will be provided to you in your account and/or to the email address you provided at checkout. Tracking status of your package can also be requested by emailing Customer Service at info@horizon-guitars.com.
Shipping Policy for Custom Instrument & Parts Orders
Shipping for custom guitar and/or parts orders is not calculated on our eCommerce site because there are so many variables that affect shipping rates. These variables include package dimensions, weight, dimensional weight and declared package value. A personalized shipping quote for custom orders will be included on your custom order invoice. This invoice must be approved by you prior to us beginning manufacturing your custom order.
Our default and preferred shipping method for custom instruments & parts is UPS Ground. You are able to upgrade your shipping speed if you wish at an additional cost. Be advised that opting for an expedited shipping option will not speed up the production time of your order. Rush production for your custom order may be available separately at an additional charge of up to 15% of the order’s total. Please Contact Us directly with any questions regarding your shipping options.
Our Shipping Methods for Custom Orders:
UPS & USPS
Our default shipping method for custom guitar & bass orders is UPS ground with signature required service.
Custom part orders do not require a signature unless the total value of the order exceeds $1000. You can request a signature to be required on any shipment at additional cost to you.
Our default shipping method for custom instrument and part orders is UPS ground. Custom guitar & parts orders are quoted on a case-by-case basis due to daily UPS rate changes.
You can opt for a faster shipping method or alternate carrier, potentially at an additional cost to you.
Please note this will have no bearing on your quoted build time. Build times can often be expedited at additional cost to you.
UPS cannot ship to P.O. Boxes or APO/FPO Boxes.
Occasionally USPS will be the least expensive option for custom instrument and parts orders. We will always offer you this option when available.
International Shipping Policy
Horizon Guitars ships items from our online Shop, as well as custom Instrument and Parts orders to Canada.
Our default international shipping option is a flat rate service offered by the United States Postal Service. This is because USPS typically offers the lowest final cost to our international customers. Their base rates often start lower and they tack on few or no “brokerage” and “handling” fees when compared to other carriers. To avoid overpaying on hidden fees, we almost always recommend USPS to our international customers.
Returns & Refunds Policy for Standard Orders (excludes custom instrument & parts orders)
This policy applies only to non-custom merchandise sold by Horizon Guitars on Horizon Guitars’ eCommerce Site located at https://www.horizon-guitars.com/shop. Our policy is valid for a period of 30 calendar days from the date your order is delivered. If you would like to return all or part of your order for a refund during this period, you may do so provided the following conditions below have been met. Please note that if the period of more than 30 days has lapsed, we are not required to offer you a refund.
Refund Requirements
If you are not 100% satisfied with your purchase, you may return all or part of your order for a full refund provided the following conditions are met:
Product(s) must be unopened & unused.
Product(s) must be in original packaging.
Product(s) must not be damaged.
Return must be pre-authorized by emailing customer service at: info@horizon-guitars.com
In order to ensure the above criteria have been met, all returns will be inspected. If any of the above criteria have not been met upon inspection, we reserve the right to assess a restocking fee of up to 15% of each item’s retail price. If the item is damaged or altered, we reserve the right to not issue any refund. We will make every effort to contact you to discuss the circumstances of the situation. If we cannot reach you, the package may be refused and returned to you.
Returning or Replacing Items that were delivered to you Damaged or Defective
All packages shipped by Horizon Guitars are fully insured with the shipping carrier for the total declared retail value of the order. In the event you receive a damaged or defective product or products, please keep the original packaging. We recommend that you take photos of the damaged item(s) and damaged packaging if applicable. These photos will be required for us to file a claim with the shipping carrier. If the packaging and product(s) are not damaged and you need to return the product(s) because it/they are defective or not as described, please Contact Us regarding your options. In most cases we can replace or refund your purchase.
Proof of Purchase
To complete your refund, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we are not required to issue you a refund. If you ordered online through our eCommerce site, we will have a record of your purchase in most cases.
Shipping Items
To return all or part of your order, you must Contact Us.
Returns can be mailed to: 11 Olson St. Falconer, NY 14733-1258, USA. You will be responsible for paying for the shipping costs with regard to the items that you wish to return. We will not refund the shipping costs.
We HIGHLY recommend you insure any packages that you send to us for the full declared retail value of the package’s contents. It is ESSENTIAL that you take extra care to ensure that all goods you ship to us are properly packaged so that they will not be additionally damaged while in transit to us. If you are unsure how to properly package items for transit to us, please refer to this free resource:
Feel free to Contact Us with any questions on how to properly pack and ship goods to us. If returned items are delivered to us damaged due to improper packing for shipment, we reserve the right to reject the package and your refund.
Returns & Refunds Policy for Custom Instrument & Parts Orders
This policy applies only to custom instrument and parts orders manufactured and sold by Horizon Guitars. For general merchandise orders from our online shop, please see the policy above titled “Shipping Policy for Standard Online Shop Orders”.
Our policy is valid for a period of 14 calendar days from the date your order is delivered to you. If you would like to return the product for a refund during this period, you may do so provided the conditions below have been met. Please note that if the period of more than 14 days has lapsed, we are not required to offer you a refund.
Refund Requirements
If you are not 100% satisfied with your purchase, you may return all or part of your order for a full refund provided the following conditions are met:
Product(s) must not be damaged.
Product(s) must not exhibit any noticeable wear.
Product(s) must not have any non-returnable options in the “Non-returnable options” listed below.
- Return must be pre-authorized by emailing customer service at: info@horizon-guitars.com
In order to ensure the above criteria have been met, all returns will be inspected. If the product is not returned in the condition described above, your refund may be assessed a restock fee of up to 15% of each item’s retail price. If the item is physically damaged or modified, we reserve the right to assess a repair fee or completely reject the return and not issue a refund.
Returning or Replacing Items that were delivered to you Damaged or Defective
All packages shipped by Horizon Guitars are fully insured with the shipping carrier for the total declared retail value of the order. In the event you receive a damaged or defective product or products, please keep the original packaging. We recommend that you take photos of the damaged item(s) and damaged packaging if applicable. These photos will be required for us to file a claim with the shipping carrier. If the packaging and product(s) are not damaged and you need to return the product(s) because it/they are defective or not as described, please Contact Us regarding your options. In most cases we can replace or refund your purchase.
Shipping Items to Horizon Guitars
To return an order, you must Contact Us.
Returns can be mailed to: 11 Olson St. Falconer, NY 14733-1258, USA. Depending on the circumstances, you may be responsible for paying for the shipping costs with regard to the items that you wish to return. We reserve the right to not refund the shipping cost(s).
USPS First Class & Priority services, as well as most UPS services include $100.00 of insurance with your shipping label purchase. In the event you are returning something of greater value than the included insurance, we HIGHLY recommend you add additional insurance (generally at additional cost to you by the carrier or 3rd party) to all packages that you send to us for the full declared retail value of the package’s contents. Insurance is typically offered in increments of $100.00 of declared value at around $1 USD per increment purchased. For example, if you are returning $275 worth of merchandise and $100 is included with your return service, you would want to purchase $200 (2 quantity $100.00 increments) of insurance at a cost of around $2 in addition to the original shipping quote.
It is ESSENTIAL that you take extra care to ensure that all goods you ship to us are properly packaged so that they will not be additionally damaged while in transit to us. If you are unsure how to properly package an instrument for transit to us, please refer to this free resource:
https://www.fedex.com/en-us/shipping/how-to-ship-guitars.html
Feel free to Contact Us with any questions on how to properly pack and ship goods to us. If returned items are delivered to us damaged due to improper packing for shipment, we reserve the right to reject the package and your refund.
Non-Returnable Options for Custom Instrument and/or Custom Parts Orders
Ultimately it is up to the discretion of Horizon Guitars to determine if a custom part or instrument contains one or multiple “Non-returnable options”. “Non-returnable options” cause the custom part or instrument to become non-returnable. Horizon Guitars reserves the right to deny return and refund or exchange requests for any and all products deemed non-returnable. Non-returnable options shall be reported to you prior to your approval of your custom order invoice.
Furthermore, non-returnable options shall also be clearly marked on your custom order invoice as a non-returnable option. Custom order manufacturing work shall NOT begin without your acknowledgement that the product(s) you are ordering are non-returnable and that you approve the custom order invoice as it is written.
The below list is not an exhaustive list of non-returnable options but gives several common option requests that would classify as a non-returnable option, thus making the instrument or part non-returnable. These non-returnable options include but are not limited to:
Features specific to the identity or affiliation of the customer or unconventional engravings, inlays, paint jobs, construction methods or instrument shapes. Examples include:
Having your name engraved on a non-removable part like the body or fretboard.
Having your company logo or band name engraved on any non-removable part of the instrument.
- Requesting a custom color or graphic, like a laser engraving of your pet, on any non-removable portion of the instrument.
Instrument shapes drawn or designed by the customer or 3rd party to the customer.
Any custom graphic image finishes including but not limited to decals, wraps, stickers, screen prints, laser engravings, etc.
Any parts or instruments containing materials or parts supplied to Horizon Guitars by the customer and not originally furnished by Horizon Guitars.
Uncommon/custom fretboard radii, scale lengths, hardware or other parts/features.
“Standard” compound radius fretboards of 10”-16” and 12”-16” are generally returnable
Custom wiring or electronics options may be non-returnable
Any other personalization that would cause the instrument to be difficult to resell if returned
Notice: Horizon Guitars is unable to manufacture or utilize any instrument or part which is protected under any patent or trademark not owned by Horizon Guitars without written permission to use such patented or trademarked intellectual property by it’s owner(s).
*Note: This policy does not apply to Horizon Guitars warranty claims. For the Horizon Guitars warranty policy, Click Here.
International Returns for All Order Types
If you are shipping Horizon Guitars a package from outside the United States, please make sure the final delivery agency is the United States Postal Service (USPS). This is to avoid us having to deduct any brokerage or handling fees from your final return amount. We are not responsible for any brokerage/handling charges common with private shipping corporations such as UPS and FedEx and reserve the right to decline these international packages. Please note, brokerage and handling fee’s are separate from Customs Duties. Customs duties are unavoidable charges levied by law by the importing Country’s government. These fees are typically handled by the shipping carrier and turned over to the importing Country’s border security department or agency. Horizon Guitars will of course always honor and pay importing fee’s levied by the United States and it’s applicable federal enforcement agencies. Contact us if you have any questions regarding our international shipments policy.
Contacting Us
If you have any questions, concerns, or complaints regarding this Return & Refund Policy, we encourage you to Contact Us:
http://mvk.fvr.mybluehost.me/contact-us/
11 Olson St. Falconer, NY 14733-1258, USA
This document was last updated on January 13th, 2023Can
