Store Policies
We have made a genuine effort to develop policies and guidelines that ensure customer satisfaction. If you have a circumstance that requires special consideration for any reason, please do not hesitate to let us know and we will do our best to accommodate you.
Shipping
Standard UPS Ground shipping is included for most orders shipped within the continental US. Orders are processed and shipped within 1-2 business days on in stock items. If any unforeseen circumstances should cause any delays you will be contacted right away to discuss delivery options.
Returns
We make every effort to ensure that you are thoroughly satisfied with any and all purchases made here at Killerburst Guitars. We do our very best to ensure we exceed your expectations. Nevertheless, we understand that buying an instrument without first playing it may involve a degree of uncertainty. New, in-stock guitars are sold with a 3-DAY satisfaction-guaranteed evaluation period. If you decide an instrument is not for you, please contact us within 3 DAYS of receiving the guitar to request a return authorization. In the event of a return, original shipping charges and any non-refundable payment processing fees (e.g PayPal fees are not returned by PayPal) will be deducted from the refund amount. Return shipping and insurance charges will be the responsibility of the customer. Once we receive the return, we will inspect the instrument to ensure it is in new condition, complete and unaltered. Any damage or alterations may result in a restocking fee to cover the costs of repairs and/or markdowns if the instrument is not suitable for sale as a new instrument. Consignment or special order instruments, accessories and amplifiers are not eligible for refund, unless explicitly discussed and agreed upon prior to purchase.
Purchases made in-store or any online orders placed for instruments that were tested in person are ineligible for cash refunds. An even exchange or store credit for the purchase amount will be provided for instruments returned within 3 days that meet the necessary condition requirements (i.e. unaltered, undamaged, all original materials, including packaging, etc.). No returns on items involved in a trade-in deal or involving a layaway.
Special Orders
Custom guitars are our specialty. We will spend as much time as necessary to ensure we get every detail tweaked to your needs. As custom guitars are necessarily very personal and tuned to a single player, we must require a 30% non-refundable deposit to place the order, with the balance due when the instrument is completed. Custom guitars may not be cancelled once the builder accepts the commission. Any changes to specifications after the order is placed will be subject to the terms and conditions of the specific builder, and may require additional charges or may not be accepted if the build is underway. Any item ordered specifically for you that is not a stocked item will require a non-refundable deposit and is non-cancelable and non-returnable unless explicitly discussed and agreed upon prior to purchase.
Trade-ins
We welcome your trade-in inquiries on in-stock merchandise. We will do our best to work out a deal with you to get you that special instrument without breaking the bank.