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Terms & Conditions

Top Guitars Terms & Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern The Top Guitars relationship with you in relation to this website.

The use of this website is subject to the following terms of use:

* The content of the pages of this website is for your general information and use only. It is subject to change without notice.

* Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

* Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

* This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

* From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

* You may not create a link to this website from another website or document without The Top Guitars prior written consent.

The Top Guitars Company wants you to be satisfied with your purchase. Prior to making a purchase, please be sure to ask any questions you might have about your order. We want you to be informed about the item(s) you are purchasing.

100% Secure Purchase Guarantee

We guarantee that any purchase you make on our The Top Guitars Company website will be 100% safe! Technical experts point out that online purchases without human intervention are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled format that can only be decrypted by an authorized merchant. We are certain after successfully shopping online at The Top Guitars, you will be on your way to appreciating the convenience and security of shopping from home.

Credit Card Fraud

We take credit card fraud very seriously. For the protection of card holders and ourselves, orders that appear fraudulent may be held for manual review. If necessary, a representative will email you to verify the order. All orders will be processed promptly once the verification process is completed. However, the best way to ensure prompt processing of your order is to have it shipped directly to the billing address on file with your credit card company. If we are unable to contact you within a reasonable period of time, the order may be canceled.

Manual review may delay the shipment and delivery of your order. We reserve the right to cancel any order before it is shipped.

Refusal of Delivery and Returning an Item: If an order is refused for a reason other than damage, the customer will be responsible for all shipping costs, including the shipping costs back to the warehouse, and any other costs that occur during the delivery and return process. The customer will be responsible for all actual costs associated with shipping and returning the respective shipment. If you feel the need to return an item due to order not as described, it must be in resalable condition. Resalable Condition means that the product(s) is in exactly the same condition as it was when you received it. All exchanges must be pre-paid and returned in original packing, complete with blank warranty cards, owner's manual and no sign of wear or abuse within 2 days if the items you received is not as described or different from what you ordered only at the moment you received the product from EMS Shipping Company. Customers may ship the product back immediately with the original packaging within 15 days. A refund will be issued as soon as the item is received. In the event that the product is not in the same condition as you received it, you may be subject to a minimum 25% restocking fee, repair charge or disqualification. Shipping and handling charges are non-refundable. Shipping Fee are non-refundable because we cannot ask for a refund from the EMS Express International Shipping Company, USPS and Parcel Force and we pay the shipping fees directly to them. Upon placing an order, make sure that you have indicated your requirements and specifications so that our Senior Guitar Luthier, Paint Foreman, Production Teams and Supervisor Engineer can assemble your custom guitar according to your playing style and preference so that we will not waste each others time, money and effort. Please do not place an order if you cannot follow our Terms and Conditions. 

If in the unlikely event you need to return an item please notify us by e-mail immediately at andy@thetopguitars.com. We take customer care seriously and will always want to do our best to resolve any problem.

Shipping Damage

The product have been checked and packed in good condition before dispatch. Kindly check the product before you sign it when you receive the guitar. Do not sign and accept any shipment if the packaging appears damaged in any way. We strongly suggest that you check your order after receiving it to be sure that it is in proper working order. For concerns, please contact us immediately at support@thetopguitars.com

If the guitar was compromised during the shipment then contact us immediately since we have 24/7 customer support to assist you or have it check with the Professional  Guitar Luthier from your nearest Local Guitar Shop and send us the official receipt at support@thetopguitars.com and in good faith we will reimburse and pay for the repair or adjustment cost but NEVER DISMANTLE NOR EXPERIMENT THE GUITAR IN ANYWAYS POSSIBLE BECAUSE YOU MIGHT DAMAGE THE GUITAR SINCE YOU DO NOT HAVE APPROPRIATE GUITAR TOOLS, TECHNIQUES AND KNOWLEDGE.

Returning an Item

    * If you feel the need to return an item due to order not as described, it must be in resalable condition. Resalable Condition means that the product(s) is in exactly the same condition as it was when you received it. Product returns for refunds only within 7 days after receiving the shipment. Shipping Fee are non-refundable because we cannot ask for a refund from the EMS Express International Shipping Company and we pay the shipping fee directly to them. 

Send us an email and the pictures of the guitar at support@thetopguitars.com and we will send you the return shipping address and further instructions. Please do not worry because we care for our valued customers. Rest assured.

You may check our Customer Reviews:

Customer Reviews and Testimonials: https://thetopguitars.com/index.php?route=product/testimonial

Facebook: https://www.facebook.com/thetopguitarscompany

    * All exchanges must be pre-paid and returned in original packing, complete with blank warranty cards, owner's manual and no sign of wear or abuse within 2 days if the items you received is not as described or different from what you ordered only at the moment you received the product from EMS. Customers may ship the product back immediately with the original packaging within 2 days. A refund will be issued as soon as the item is received. In the event that the product is not in the same condition as you received it, you may be subject to a minimum 25% restocking fee, repair charge or disqualification.

* 7 days to report minor issues on the guitar after you received/delivered due to shipping damage. After 7 days customer is responsible for all the guitar repairs and adjustments. Please have it check in the nearest Local Guitar Shop and let us know the estimate of the guitar adjustments and repairs and we will reimburse and pay for the repair cost in good faith. Just send us the estimate and official receipt from your Local Guitar Shop at support@thetopguitars.com 

* 7 days warranty after you receive the item. If your guitar shows up with a broken or defective part, don’t sweat it! We will make it right. If for any reason you are dissatisfied with anything you have purchased from us, we want to hear about it. Tell us what the problem is and how we can fix it as soon as you receive the guitar. Our policy is to make our customers happy.

* You void the warranty, if you received the guitar in perfect condition and then you damaged it due to improper use and modifications of body parts of the guitar and it is your responsibility to have it fix in your nearest Local Guitar Shop.

All of our guitars was insured by EMS Shipping Company. If in case there is a lost shipment, EMS Shipping Company will be providing $100 Refund to you plus we will make a brandnew guitar and ship it to you at no additional cost. We have not encountered any lost or missing packages based on my experience. We monitor your shipment to ensure that you will receive your package safely. Your patience and kind considerations is greatly appreciated since we do not have full control over the shipment that might hinder the shipping speed and delivery.

What is your return and warranty policy?

All The Top Guitars instruments carry a warranty against defects in materials and workmanship to the original owner from the date of purchase. If your guitar shows up with a broken or defective part, don’t sweat it! We will make it right. If for any reason you are dissatisfied with anything you have purchased from us, we want to hear about it. Tell us what the problem is and how we can fix it. Our policy is to make our customers happy.

We have a hassle free return policy and offer full refunds on the instrument as long as we receive it back in good condition. Shipping cost are non refundable because we cannot ask a refund from the shipping companies.

For full Shipping and Return Policy, visit here: http://thetopguitars.com/terms-and-conditions.html

NOTE: It is a standard protocol of the Company to take pictures of the guitar for documentation prior to shipment and for security purposes to make sure the guitar is in perfect condition.

Guitar Setup

The instruments have been set up at the factory. However, time, temperature, and transportation are a few of the many things that can cause a guitar to go out of "intonation". We recommend that you get your new guitar set up by a qualified luthier upon delivery. We recommend taking it to a qualified guitar tech for a set up. They will adjust the neck and bridge to take out the buzzing. We ensure that before shipment there is no evident of fret buzz before shipment and the guitar plays beautifully since our professional guitar technicians inspect each instrument by hand, then perform a full, and precision setup. All brand new guitars need proper setup after shipment to suit your personal preference that would strongly correlate to your playing style. We believe that your Local Guitar Shop can properly and safely adjust the truss rod and setup the guitar correctly for issues of fret buzz and bow neck. Truss rod adjustments are made to alter the straightness (flatness) of the neck. Truss rods often require adjusting when temperature and humidity change the amount of bow in the neck. Weather, specifically temperature and humidity, may have a dramatic impact on the way your instrument plays. All instrument woods expand and contract with seasonal actuations in temperature and humidity, and naturally, string height and playing action are affected. The neck needs a simple truss rod adjustment to correct any problems like fret buzz and bow neck which can be easily done by guitar experts. And also, you may adjust the bar of bridge. Please be advised that guitar necks are crafted from wood, and they will sometimes shift during shipping and as the temperature/humidity/elevation changes. An important part of maintaining your guitar is knowing how to adjust the truss rod. When a guitar experiences temperature and humidity swings, such as when seasons change, it can develop a slight bow in the neck that results in a guitar that plays buzzy or is suddenly much harder to fret. If this situation occurs, you can often correct the problem simply by tightening or loosening the truss rod.


Delivery Schedule

We aim to send your order out within 3 to 7 days by SF Express, EMS Worldwide Express Mail Sarvice for Guitars and Hongkong Post Air Mail for Guitar Accessories if ordered between Monday and Friday. This means that your order could be with you as early as 8-20 business days. In some cases your order can take longer but our aim is to process the order as soon as possible. We aim to deliver goods to you within the time indicated by us but we sometimes may not be able to give an exact delivery time or date. We will inform you by email when goods have been dispatched. Orders will only be shipped once we have cleared funds.

Risk of Loss

The Top Guitars will advise Customer of estimated shipping dates, but The Top Guitars will, under no circumstances, be responsible for delays in delivery, and associated damages, due to events beyond its reasonable control, including without limitation, acts of God or public enemy, acts of federal, state or local government, fire, floods, civil disobedience, strikes, lockouts, and freight embargoes.

Order Status and Tracking 

Once your order has been shipped, we will be providing you with the tracking number so you can conveniently monitor the shipments progress on EMS Worldwide Express Mail Service website.

Cancelling An Order/Back Orders

If your item is not in stock, we will back order for you. We may contact you to suggest an alternative and if this is acceptable to you, will be sent as a replacement item. The price may be adjusted if the goods are of a differing value to the item ordered. You can cancel your order by email or in writing if you would rather not wait. Order Cancelations must be done within 24 hours of the purchase. Any cancelation request made after 24 hours of the purchase is subject to a manufacturers re-stocking fee of 15% plus 5% merchant processing fee will be charged. No cancellation of order are allowed after 48 hrs because our products are Custom made/personalized guitars. Production time frame are 15 - 45 working days more or less depending on your specification requirements and customization. For unsure buyers, please DO NOT place an order so that we will not waste each others time. Placing an order indicates acceptance of all terms and policies stated herein.

Stock Levels

We aim to keep our website one hundred percent up to date. However, stock levels are not always totally accurate.

In the instance that an ordered item is in fact out of stock, it may cause some delay to your order. We will always notify the customer if this occurs. The customer then has the option to:

- accept the delay in receiving the goods

- cancel the order

- contact one of our sales supervisors for an alternative

Prices & Availability 

Prices and availability of products are subject to change without notice. Errors will be corrected when and where discovered by The Top Guitars , but The Top Guitars.com reserves the right to refuse any order, revoke any published offer and correct any errors or inaccuracies, including those discovered subsequent to the submission of an order. Thetopguitars.com does not warrant or make any representation about the substance, quality, functionality, accuracy, fitness for a particular purpose, merchantability or any other representation about any third party site or its contents.

Accuracy of Content and Pricing Information

Because prices, product descriptions and availability can change quickly, The Top Guitars does not warrant the accuracy or completeness of the information provided on the Site. Also, The Top Guitars may make changes to the information contained herein, including to the products and prices described in the site, at any time, without prior notice to you (including after you have submitted your order). Information at this Site is periodically updated, but it may not be current or complete at the moment you visit this Site and may contain errors or inaccuracies. In no event shall The Top Guitars or its service or product providers be liable to you in any manner whatsoever for any decision made by you, or for any act or failure to act by you, in reliance upon information provided at this Site.

Items in your shopping cart will reflect the most recent price displayed on the item's product detail page. Prices are frequently updated to adjust for different sales, limited pricing, and other discounting. Therefore, prices on the product detail page and in your cart may change after such updates to reflect the current prices. Placing items in your cart does not reserve the current prices shown at that time, and prices are reserved only by placing an order. From time to time, despite our efforts, a small number of the items in our catalog may be mispriced. Please note that such errors or inaccuracies may be related to product descriptions, pricing and availability. In the event of a pricing error, The Top Guitars will take one of the following options: (1) If an item's correct price is lower than our stated price, we will charge the lower amount and ship you the item; or (2) if an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. We apologize for any inconvenience. If you are not satisfied with your purchase due to any errors or inaccuracies, you may return it in accordance with our return procedure. Discounts are limited-time offers and are not valid with other offers.

Product Display/Colors

The Website attempts to display product images shown on the Website as accurately as possible. However, The Top Guitars cannot guarantee that the image or color you see displayed on your monitor represents the actual product or conforms to the specifications of the product you have selected. If you have any questions about product appearance/specifications, please contact us before placing your order. The Website does not contain images of each offered item because some of them are Custom and not built and/or modified yet.

Order Acceptance/Confirmation

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The Website reserves the right at any time after receipt of your order to accept or decline your order for any reason. You will normally not be charged if we reject an order, but we will process a refund if the charge has been made against you in error. Any large orders will be subject to a down payment commensurate with the amount.

International Orders Terms and Conditions

International Shipping Terms and Conditions Please read the following terms and conditions carefully to avoid additional charges or delayed delivery of your order.

Prices: All prices are in U.S. dollars.

Payment: All payments must be received in U.S. dollars.

International Shipping Fees, Import Duties and Taxes: Do not be confused with Government Custom Clearance Fees and EMS Shipment Fee. Our prices do not include customs fees, taxes and tariffs. Customers may be subject to customs fees and/or import duties and taxes, which are levied once a shipment reaches your country. You, the customer, are solely responsible for any additional customs clearance fees; we have no control over these charges and cannot predict what they may be.

International Returns or Packages Refused: If the package(s) is returned to us because of an address error made by the customer, the customer refuses the package or the items ordered are not allowed into the country by customs, the customer will be responsible for all the shipping costs relating to the shipment. If the package is stopped by customs because items ordered are not allowed in the country and the package is abandoned, there will be no credit to the customer for the order.

Your Country's Custom and Import Policies: Please note: It is important for you to become familiar with the Customs policies for your specific country before ordering. Customs regulations vary greatly by country and lack of knowledge regarding the customs rules governing the country you're importing to can result in your order incurring high import duties, delivery being delayed, or the order being returned to us. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products. Additionally, when ordering from The Top Guitars, you are considered the importer of record and must comply with all laws and regulations of the country in which you reside and are receiving the goods. Any fees charged to Thetopguitars.com due to non-compliance with your country's laws and regulations will be charged to you, the importer. If an item or items are returned to us due to non-compliance issues with your country's laws and regulations, a refund will be issued for the merchandise only. 

Privacy Policy

The Top Guitars does not disclose buyers information to third parties. Cookies are used on this website to keep track of the contents of your shopping cart once you have selected an item.

Reaching Us

If you have any query about your order such as dispatch date or specific information of products in our store, please email us support@thetopguitars.com.

Placing an order indicates acceptance of all terms and policies stated herein. These terms and conditions are subject to change without notice. It is the customer's responsibility to remain familiar with these terms and conditions. Please check this page periodically for updates and changes.

Darius Scheider

Custom Shop Marcus Miller Bass

 

www.dariusscheidermusic.com www.talkingstrings.com

Dr. E C Fulcher

Ordered 15 Personalized Guitars

Dr. E C Fulcher - Ordered 15 Personalized... by thetopguitar

"I have purchased 15 personalized guitars from the top guitar custom shop. All the guitars have met or exceeded my expectations. Great workmanship and quality work. An exceptional group of people to work with. They are ready to answer your questions or concerns. The one time i had a concern about a guitar they responded immediately and handled the situation more than i expected. I highly recommend this company!" Dr E C Fulcher Jr - Abingdon, Maryland USA.

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