The Experience
Limited number of orders
In order to ensure the most exceptional customer experience, we have established a limit on the annual availability of our instruments. Each year, we will make no more than 10 instruments available for order, including 6, 7, and 8-string variations. These limited offerings are designed to prioritize quality, craftsmanship, and the personalized attention that each instrument deserves.
Additionally, please note that there may be select in-stock models available periodically throughout the year, which you can find on our Reverb store or Online Website. However, it's important to be aware that the prices for these in-stock models may be slightly higher due to Reverb's policies and fees. This approach allows us to maintain a balance between offering our unique instruments and adhering to the policies of the platform, ensuring that you have access to our creations while we continue to deliver the highest level of quality and service.
The ETA
Since the initial release, our estimated ETA is contingent on your position within our order queue. The ETA varies according to your placement in the queue and can range from 1 to 3 months. This remarkably shorter ETA, as compared to conventional custom instrument production, is primarily due to our strategic planning and preparation. Our approach involves advanced pre-production work, as we are already in the process of crafting guitars slated for the years 2024 and 2025.
Essentially, we have meticulously prototyped each model, ensuring that all elements, including bodies, necks, fretboards, armrests, covers, pickguards, nuts, frets, and all accompanying hardware and materials, are prepared for the next steps and can be readily customized to meet your unique specifications.
Full Customer Experience Service
Upon confirming your order, we are dedicated to providing you with a comprehensive and transparent experience. Within 7 business days of placing your order, you will receive the first set of high-resolution pictures directly in your email. These images will not only allow you to witness the initial stages of your instrument's creation but also serve as a visual testament to the care and precision that goes into crafting each instrument.
Throughout the production journey, you will receive weekly updates regarding the progress of your instrument. These regular updates are designed to keep you informed and engaged in the manufacturing process, fostering a sense of involvement in the creation of your unique guitar. We believe in the importance of timely and accurate communication, and these updates are our way of ensuring that your expectations are met.
In the event that, for any reason, the estimated time of arrival (ETA) exceeds the initially projected timeline and surpasses 1 business week, we are committed to ensuring your satisfaction. This commitment is reflected in our policy of offering discounts or providing free options as a form of compensation. Your experience and trust are of paramount importance to us, and we stand by our dedication to delivering an exceptional product within a reasonable timeframe.
Furthermore, it is essential to clarify that our lifetime warranty is a commitment extended exclusively to the original customer who places the order. This warranty represents our assurance of quality and durability, reflecting our confidence in the craftsmanship of our instruments. As the original customer, you can rest assured that our commitment to your satisfaction and the longevity of your instrument is unwavering, serving as a testament to our dedication to both the art of music and the trust you have placed in us.
Additionally, we offer a 30-day full refund policy with no need for a specific reason. If, within the first 30 business days after receiving your instrument, you find yourself dissatisfied for any reason, we are more than willing to process a full refund, ensuring that your experience is not only exceptional but also risk-free. Your contentment and confidence in your purchase are our top priorities, and this policy underscores our commitment to your complete satisfaction.