Policies and FAQ

• Refunds: Return requests must be submitted within 14 days from the date of arrival.
• Exchanges / Store Credit: Approved returns may be exchanged or applied as store credit within 30 days from the date of purchase.

• All items must be returned in original, unused condition with original receipt and packaging.
• Items showing signs of wear, damage, or use may be subject to a restocking fee.
• All packaging, boxes, manuals, and accessories must be included and in good condition.

• Consignments, printed media, CD/DVDs, opened software, tubes, microphones, harmonicas, kazoos, headworn items, DJ/recording gear, and custom or special orders.
• Purchases made with trade-in items are refundable only as store credit.
• The value of any parts or labor applied at time of sale, including promotional custom setups.
• Promotional giveaways, including free shipping, will be deducted from non-defective returns.

• Layaway items may be returned for store credit or exchange within the standard return period and are subject to all other restrictions.
• If a package discount or sale item is returned, all items from that transaction must be included or the value of missing items will be deducted, including promotional items.

• A restocking fee may apply if items are not returned in original condition or if the return does not qualify.
• Non-defective or preference-based returns:
  Customers are responsible for all shipping and handling charges, including:
  • Actual outbound shipping and handling charges, even if free shipping was offered
  • Return shipping and handling charges back to Five Star Guitars

• Submit a return request using the form at the bottom of this page or bring the item in-store.
• Please include the reason for return and ensure all items are properly packed and returned with the receipt.

• Returns are typically processed within 2–3 business days after arrival, depending on item condition.

Repair work is completed on a first-come, first-served basis. Turnaround times are not guaranteed and may be extended if parts need to be ordered.

All gear is checked in, inspected for condition, accessories, and functionality, and documented with a Work Order before acceptance. Quotes provided at check-in are estimates and may change once work begins.

A deposit is required at check-in and applied toward the final repair cost. Remaining balances are due when work is complete. Any additional issues discovered during service will not be addressed without customer approval.

If the same issue reoccurs shortly after repair, we will reopen the Work Order and correct it at no additional charge. New issues on the same item are considered separate repairs.

Customers are responsible for keeping contact information current. Items unclaimed after 90 days, following multiple contact attempts, will be forfeited and sold to recoup costs.

We require at least 48 hours notice by phone or email for lesson cancellations. You may send a friend or family member in your place if you are unable to attend.

View Lesson Cancellation Policy

Items listed online are also available in our brick-and-mortar stores. If an item sells in-store, it may take up to 48 hours for the online listing to be removed.

If you purchase an item online that has already sold in-store, you will receive a prompt refund or store credit. We will contact you as soon as the duplicate sale is identified.

We offer in-store layaway on all new and used items. Payments are 20% per payment, interest-free, with a 20% deposit. Layaway does not apply to services or consignment items.

Items remain in our store until paid in full. There is no penalty for early payoff. If payments become delinquent and we are unable to reach you, the deposit will be forfeited and the item returned to inventory.

Consignment is a popular way to sell gear through our store. We research your item and help determine a fair market price.

If offers are received below the asking price, we contact you to accept, reject, or counter. Once sold, we process payment and deduct our commission from the final sale price.

We are happy to place special orders with our manufacturers. We will beat pricing from reputable dealers, save you shipping costs, and perform a full setup on instruments.

A deposit is required for special orders. Certain items, such as Mesa/Boogie amplifiers and custom guitars, may not qualify for fully refundable deposits. Please ask for details.

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