SHIPPING & RETURNS

SHIPPING & FULFILLMENT POLICY

All instruments ship directly from the Tatalias Guitars workshop in Brookfield, Connecticut. Every guitar is bench-tested, setup, and securely packed prior to shipment.

1. Processing Times:

  • In-Stock Instruments ("Drops"): Typically ship within 2-3 business days after payment clears.
  • Custom Commissions: Lead times are determined by the build queue at the time of deposit. Please refer to your specific build invoice for estimated completion dates.
  • Accessories/Apparel: Ship within 1-2 business days.

2. Domestic Shipping (USA):

  • We ship primarily via UPS Ground or FedEx Home Delivery.
  • Signature Required: All instrument shipments are insured for their full value and require a Direct Signature upon delivery. We will not waive this requirement under any circumstances.

3. Local Pickup (Brookfield, CT):

  • We welcome local pickup for both In-Stock and Custom builds.
  • Please select "Local Pickup" at checkout.
  • We will notify you via email/text when your instrument is ready.
  • Pickup Hours: Monday - Friday, 11:00 AM – 5:30 PM.
  • ID Required: You must present a valid photo ID and the order confirmation email upon pickup.

4. International Shipping:

  • Duties & Taxes: The customer is solely responsible for all import duties, VAT, customs fees, and taxes incurred by their home country. Tatalias Guitars will declare the full purchase value on all customs forms; we will not label orders as "gifts."
  • All International Sales are Final.

RETURN POLICY

Our return policy is strictly defined by the type of product (In-Stock vs. Custom) and the delivery method (Shipped vs. Pickup).

1. CUSTOM COMMISSIONS (The "Built-for-You" Policy)

Because Custom Commissions are built to your specific aesthetic and ergonomic requirements:

  • All Custom Commission sales are FINAL.
  • We do not accept returns, exchanges, or offer approval periods for custom-ordered instruments once the build has commenced.
  • If you are picking up your custom build in person, we encourage you to inspect and play it thoroughly at the shop before taking it home to ensure it meets your expectations.

2. IN-STOCK INSTRUMENTS (The "Drop" Policy)

A) Shipped Orders (48-Hour Approval): We want you to be confident in your purchase. For In-Stock instruments purchased online and shipped to you:

  • The Rules: You have 48 hours from the moment the carrier marks the package as "Delivered" to inspect and play the instrument.
  • Notification: If you decide to return it, you must contact us via email at sales@tataliasguitars.com within this 48-hour window to request a Return Authorization (RA).
  • No RA, No Return: Returns will not be accepted without an approved RA number.

Return Requirements(For shipping only):

  • Once an RA is issued, you have 7 days to ship the instrument back to our Brookfield, CT facility.
  • Costs: The customer is responsible for all return shipping costs and full-value insurance.
  • Condition: The instrument must be returned in the exact condition it was received, with all original packaging, case candy, and certificates.
  • Refunds: Refunds are issued minus original shipping charges and a 10% restocking fee. The customer pays for return shipping and insurance.

B) In-Store / Local Pickup Purchases: Because you have the opportunity to inspect, play, and test the instrument in person at our Brookfield showroom:

  • All In-Store or Local Pickup sales are FINAL.
  • We do not offer a "cooling off" period or returns once the instrument leaves the shop.

3. WARRANTY VS. RETURNS

Please note that a "No Return" policy does not mean you are unprotected.

  • If a Custom or Final Sale instrument has a manufacturing defect (e.g., a faulty tuner or electronic component), it is covered under our Limited Lifetime Warranty.
  • We will fix the issue, but we will not refund the guitar.

DAMAGED SHIPMENTS

If your package arrives with visible damage:

  1. Take Photos: Photograph the box before opening it.
  2. Inspect: If the instrument is damaged, keep all packing materials and contact us immediately (within 24 hours).
  3. Resolution: We will file a claim with the carrier on your behalf. Do not return the damaged item until instructed.

GOVERNING LAW

Any disputes arising from this policy or your purchase shall be governed by the laws of the State of Connecticut. You agree to submit to the exclusive jurisdiction of the state or federal courts located in Fairfield County, Connecticut.

Tatalias Guitars is a trade name and proprietary brand of Hot Rod 6 Strings LLC, a Connecticut Limited Liability Company. All transactions, warranties, and liabilities are managed under the jurisdiction of Hot Rod 6 Strings LLC.

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