Dallas Used Guitar - Shipping Policies and Specifics

Our Packaging

We take great pride in how we pack, ship and stand behind the transportation of our musical instruments.  We make every effort to ensure that your guitar arrives in the same condition that you purchased it in based on our pictures and disclosures.  Here's how we do it:

• All guitars are inspected a final time before shipping to ensure there has been no warehouse or stocking damage. 
• They are placed in a case -or- a triangular guitar box (if case is not included) and special attention is paid to bracing the neck and headstock areas. 
• The box/case is sealed and is then placed in a second, outer box that is padded at the bottom and all all 5 remaining sides.

Also, please remember that cases are meant to protect your guitar.  We try to provide sufficient padding to ensure that the case arrives entirely unharmed, but as much as it is a guitar case, it is also, more or less, part of the packaging and therefore may suffer a scuff or two during transport.  We only ask you to be understanding regarding the condition of cases.  There should be no damage, just bear in mind that cases are indeed designed to protect the guitar!

Local Pickup - We offer local pickup at our Grapevine, TX showroom.  We are located on the 2nd floor of the Grapevine Antique Mall.

Our Shipping Carriers

We have a good relationship with our shipping carriers, they understand the delicate nature of our products.  We have a 99.9% quality record with regard to shipping damage: we almost never see a damaged package.

We utilize the following shipping carriers for our shipping:

Insurance

All packages are fully insured through an independent insurance agency, DSI, Inc. for the full value of their contents.  Please read the section below titled "Damage Claims" if you receive a guitar with any sort of damage.  It is imperative that you act in accordance with our policies or you will jeopardize your ability to be reimbursed for damage of your instrument while in transit.

International Shipping

Our International customers should be aware of certain issues specific to shipping

1. Customs duties and import taxes are not included in our shipping cost and we do not collect them; they may be due at the time of delivery
2. We do not provide import tax and duty estimates; we ship to over 20 countries and hunderds of individual municipalities and we cannot keep up with the changing tax rules in each country
3. We must receive your phone number for international shipping documents!  Please provide this to us at the time of checkout.
4. Most international shipping options are taking 5-7 days once we ship, due to customs delays.  Please be understanding during the shipping period, and also in the feedback you provide.  We cannot control how long your item is in customs, and therefore we ask  you not leave us feedback regarding customs delays. 
5. Countries Where We Ship - Please read the table below.  It will tell you exactly whether or not we ship to your country.  If you purchase and your country is not in the "country to which we ship" column, your bid will be immediately cancelled. 

Canada Specifics

For Candian buyers, we offer a choice between UPS and USPS. 

• You must let us know whether you prefer UPS Ground or USPS Priority Mail for your shipping.
• UPS Ground and USPS Priority are the same cost ($65 USD) and are both insured
• UPS has better tracking but charges an additional brokerage fee upon delivery;
• USPS does not charge the brokerage fee but has only limited tracking.
• We MUST receive your phone number for international shipping documents

Damage Claims

We rarely have to submit damage claims, our shipping carriers have a great track record, and coupled with our careful packaging, we almost never run into damage problems.  Occassionally, however, a package is damaged and it is important that you follow these steps to ensure that we can recover the value of your shipment and provide you a refund or exchange.  If you fail to cooperate with any of the items below, your ability to receive a refund or exchange will be affected:

1. If you receive your package and it looks damaged, DO NOT allow the carrier to leave without filling out a damage form.  This is CRITICAL.  Insurance will not pay a claim if the carrier does not acknowledge the damage in a report.  Be sure to get a copy of their report.
2. Take pictures immediately and send them to info@dallasusedguitar.com as well as information regarding the damage, and a scanned copy of the damage report.
3. Retain all packaging and do not disturb the contents of the package until the claim has been resolved.
4. Do not discuss the packaging with the carrier or offer your opinion as to the condition of the package.  Allow them to come and inspect the package.
5. If possible, leave the package in the carrier's custody until the claim can be filed.