Shipping & Returns Policy

Last Updated: December 2025

This policy outlines how orders are shipped, delivered, and handled, and defines the conditions under which returns or cancellations are accepted. Please read this policy carefully before placing an order.

1.0 Shipping Information

1.1 Order Processing & Build Time

All Ghost Lab Acoustics instruments are built to order.
Processing and build times vary based on:

  • Production schedule

  • Material availability

  • Final setup

  • Quality-control procedures

Estimated build or processing times will be communicated during the ordering process.

1.2 Shipping Time

Once shipped, delivery time depends on:

  • Carrier

  • Destination

  • Weather conditions

  • Regional carrier performance

Tracking information will be provided when your order ships.

1.3 Shipping Costs

Shipping costs are calculated at checkout based on weight, dimensions, and destination. Costs include:

  • Protective packaging

  • Insurance

  • Signature confirmation (mandatory for instruments)

We do not offer free shipping for guitars.

1.4 Domestic Shipping (USA Only)

Ghost Lab Acoustics currently ships within the United States only.
International shipping may be offered in the future as logistics allow.

All domestic guitar shipments include:

  • Protective packaging

  • Full insurance

  • Signature confirmation

1.5 Bulk Merchandise Orders

For merchandise orders containing more than three (3) apparel items, shipping rates may be adjusted after checkout to reflect actual carrier costs. Any overage will be refunded prior to fulfillment, or the customer will be contacted if additional shipping charges are required.

2.0 Shipping Damage Policy

2.1 Mandatory Inspection Upon Delivery

You must inspect your shipment immediately upon delivery.

If any damage is visible, you must:

  • Take clear photos of the outer box, labels, packing materials, and instrument

  • Save all original packaging

  • Contact us at support@ghostlabacoustics.com within 24 hours

This 24-hour window is mandatory because carriers require immediate filing of damage claims.

2.2 After 24 Hours

Damage reported after 24 hours may not be eligible for insurance claims, repair, replacement, or compensation.
This protects both the customer and the builder from fraudulent or unverifiable claims.

3.0 Return Policy

3.1 Guitar Sales — No Returns, No Exchanges, No Exceptions

All Ghost Lab Acoustics guitars are custom-built at the time of order, even when selecting options from dropdown menus.

Therefore:

  • All guitar sales are final.

  • No returns are accepted for any reason.

  • No exchanges are permitted.

  • No refunds or cancellations once the order is placed.

Reasons that do not qualify for a return include, but are not limited to:

  • Buyer’s remorse

  • Preference changes

  • Playability preferences

  • Action, relief, or buzzing (these are normal setup adjustments)

  • Finish, grain, or color variation

  • Minor setup drift due to climate changes

  • Differences in wood appearance

  • “Feel” or ergonomic preferences

This is standard for boutique, custom, and made-to-order instruments.

3.2 General Merchandise (Shirts, Polos, Accessories)

Returns are accepted only if:

  • The item is unopened, unused, and in its original sealed packaging, and

  • Returned within 30 days of delivery

Opened packages cannot be returned or exchanged for hygiene and resale reasons.

3.3 Hardware & Parts

Hardware or parts may only be returned if:

  • The packaging has never been opened

  • The product has never been used

  • The return request is made within 30 days of delivery

4.0 Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:

  • All guitars (no returns, no exchanges, no cancellations)

  • Opened apparel or merchandise

  • Opened hardware or parts

  • Any item showing wear or use

  • Any item damaged by climate issues or improper handling

  • Customized components or special-order items

5.0 Exchanges

Exchanges apply only to general merchandise (shirts, apparel) that is unopened and unused.

  • Apparel exchanges require the item to be in its original sealed packaging

  • Instruments cannot be exchanged under any circumstances

6.0 Return Authorization Requirement

6.1 Mandatory Authorization

All returns for general merchandise or parts require written authorization.

Email: support@ghostlabacoustics.com

Include:

  • Order number

  • Full name

  • Reason for return

  • Photos if applicable

Unauthorized packages may be refused or returned at the customer’s expense.

6.2 Condition of Returned Items

Returned items must be:

  • Unopened

  • Unused

  • In original packaging

  • Free from signs of wear or handling

If items are received in unsellable condition, no refund or exchange will be issued.

7.0 Refunds

7.1 Approved Refunds

If a returned general merchandise item meets all conditions:

  • Refunds will be issued to the original payment method

  • Shipping charges are non-refundable

  • Duties, taxes, and fees are non-refundable

7.2 Refund Processing Time

Processing time is typically 5–10 business days, depending on the payment provider.

8.0 Cancellations

8.1 Guitar Orders

Once a guitar order is placed, it cannot be canceled for any reason.
Funds are immediately allocated to production, materials, and scheduling.

8.2 General Merchandise

General merchandise orders may be canceled only if they have not yet shipped or been processed.

9.0 Summary

This Shipping & Returns Policy ensures clarity, fairness, and consistency.
Because Ghost Lab Acoustics builds guitars individually to order, all guitar sales are final and non-returnable.

For any questions regarding shipping or returns, contact:
support@ghostlabacoustics.com