Shoreline Music • Returns

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Muriel Anderson
Pierre Bensusan
Howard Emerson
Jaquie Gipson
Dougie MacLean
Franco Morone
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Shoreline Music Return Policies and Procedures

Returns - If you need to return a product for any reason, please contact us using our normal contact form, making sure to choose "Return/Cancellation" as your message subject. We'll decide from there whether it's best to return it directly to the manufacturer or back here to our shop. It is your responsibility to make sure that your return shipment reaches its destination, so please be sure to use some sort of trackable shipping method. You are also responsible for any return shipping costs. Please note that we cannot accept any returns or exchanges past 30 days.

Exchanges - If you'd like to exchange a product within our 10 day guarantee period, feel free to send it back here using the procedure described above. Please note that we won't be able to ship out your exchange until your original item reaches us.

If your product is defective, we'll gladly exchange it within 30 days. You may either send it back here (faster) or have us send you a pre-paid shipping label (slower, but less hassle for you). Be sure to contact us as described above. Please note, too, that for some low-stock items, we may need to wait a while to get more in the shop before we can replace yours.

Refunds - Upon receipt of your return, we will gladly refund the original cost of the product(s) you've sent us. We do not reimburse for shipping charges (unless the return is a result of our error). This means that if you return a product to us that was originally shipped to you for free, your refund will be for the cost of the goods, less the shipping charges we incurred to ship it to you.

Although retailers are normally allowed 30 days to process refunds, ours are typically processed in 7-10 business days, which is right about 2 calendar weeks. This period is measured from the date of notification (for cancellations) or actual receipt of merchandise (for returns). After processing, it can take 3-5 business days for your credit card company to post the transaction to your account, for a potential total of 3 weeks from receipt of goods to actual posting of credit.

Cancellations - There are a number of situations in which you might want to cancel an order with us. If you've merely placed an order that didn't involve a deposit, just notify us using the contact form on our website—be sure to choose "Return/Cancellation" as your subject—and we'll simply cancel the order. However, if you've placed a guitar deposit, or some other form of pre-payment, or if you've paid by PayPal, then you're due an actual refund. In that case, the standard return procedures apply: Notify us using the contact form, and we'll process your refund in the normal fashion, in the time frame described above.

Guitar orders can take much longer to complete—as long as 9 months—so they get their own cancellation rules. Here's how things work with guitar orders:

• The standard deposit is $1000.
• This amount is fully refundable within 45 days of the official order date (this date will be stated on your order receipt).
• After 45 days, the deposit is only quasi-refundable, that is, it will only be refunded after your slot on the build schedule is re-filled, or the guitar sells to another buyer.

The basic idea here is that we want you to feel the freedom to change your mind about your order, but not at the expense of our small builders, who schedule their purchasing, etc, based on the orders we place with them. I figure 45 days is a more than reasonable amount of time to allow you to back out fully. Please take special note of the rule above that last-minute cancellations are only refundable once the guitar re-sells. Small builders making custom guitars sometimes take longer than anticipated to complete them. Delays are therefore to be expected, and any cancellations for this reason will be treated as quasi-refundable last-minute cancellations.

As with a normal product return, your best bet for any kind of order cancellation is always to use our website contact form, and to choose "Return/Cancellation" as the subject for your message. And just as with product returns, processing time for cancellation refunds is typically 7-10 business days after notification. Credit cards take 3-5 business days to post after that. Checks mailed by First Class Mail usually arrive within 3-5 business days.