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Quality Control & Setup

Would you want a guitar shipped to you without anyone checking it first?

No other store offers a free pre-shipping inspection and setup service like ours.

What does "free setup" actually mean?

The term "free setup" may sound simple, but there's much more to it than meets the eye.

Our incoming and outgoing quality control ensures that every instrument leaving our shop meets our quality standards and is ready to play. Our staff is professionally trained to inspect products and assess their adherence to respective quality benchmarks, as well as to properly set up each instrument.

Incoming inspection Every product that enters our warehouse is inspected both visually and functionally.

On average, 5% of incoming products do not pass our quality check and are returned to the supplier, ensuring that they never reach our customers.
Outgoing inspection Every instrument ordered through our website is thoroughly re-checked and set up before shipping, so customers receive a guitar that is "set up" and "ready to play."

These two key steps allow us to maintain an extremely high level of customer satisfaction and one of the lowest return rates in the industry, below 0.1%.

Our process includes two separate steps: quality control and setup.

What does setup include? What does quality control include?

Setup is the process by which we make the instrument more comfortable and better performing.

Our standard setup includes:

  • Truss Rod adjustment
  • Bridge adjustment
  • Intonation adjustment

Quality control ensures that the instrument meets our standards, with no visual or functional issues inconsistent with the instrument's type or class.

  • Finish inspection
  • Electronic functionality check
  • Mechanical functionality check
  • Tuning stability check
  • Nut check
  • Fingerboard check
  • Vibration test
  • Verification of included documentation
  • Verification of included accessories
  • Cleaning and polishing

In other words, we prep your guitar as if it were our own!

Why do we do all this?

We believe that online customers deserve the same level of service we offer in our physical stores.

We’re confident that our service brings full satisfaction to our customers.

We would rather give up a sale than ship an instrument that doesn’t meet our standards.

Is this service also available in-store?

Absolutely. Even if you purchase in-store, we offer a free setup at the time of purchase. We'll listen to your requests and do our best to meet them.

Can I request a custom setup?

Of course. Whether in-store or in the order notes online, you can request a specific setup.

Please note that by “standard setup” we mean an optimization of the instrument, not customization. Any requests for “special” setups involving invasive modifications will only be accepted upon prior approval and may incur additional charges. These will also void the right of withdrawal.

Does the setup include a string change?

No, the setup doesn’t necessarily include a string change. The instruments we sell are new (or refurbished in the case of used / ex-demo gear), so they don’t typically require new strings. We only change them if they are not in acceptable condition.

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