Galaxy Guitar Products USA Policies

GALAXY GUITAR PRODUCTS USA
Policies:

For 29 years Galaxy Guitar Products USA has delivered a commitment to excellence in service & products offered to our customers. We are a company run by musicians serving musicians worldwide. Whether you're playing a local gig or on the road touring & need Guitars or Finger Protectors shipped to your hotel or venue, Galaxy meets the demands of serious musicians.

All Sales Verified By Returned Authorization via Email:
For the protection of our customers, Galaxy will always confirm your order with you via Authorization email making sure it is Correct. Please respond to our Authorization email asap to avoid delays on your order. You may enter special requirements in the comment box on the bottom of the Galaxy order page once you enter your order. We do not ship to Post Office boxes. Shipments must go to the same address as the credit card billing address. We do not ship to 2nd or 3rd party addresses or individuals. We do not process orders where different name other then the credit card holder is used. For Galaxy Finger Protectors & Finger Extensions orders- The Purpose of the Authorization & Agreement is to confirm you have reviewed & understand & agreed to the Non Returnable All Sales Are Final terms on Finger Protectors & Finger Extensions & you re-measured your finger for a proper fit. Due to the Sanitary nature of these products worn on the finger, risk of infection from bodily fluids such as sweat or unhealed wounds, surgeries, Covid-19 Precautions all sales are final there are no returns, no refunds. We do not handle or re-sell used Finger Protectors & Finger Extensions. The customer must confirm & agree to the non returnable all sales final terms & confirm their own finger measurement by returning the completed bold print section of the order confirmation with required completed fields via email before the order is processed. Please note: We offer professional help to assist customers with sizing for Finger Protectors & Extension Custom Orders. Final Size Choice is yours. We are not responsible for mis-measured size or product choices. Galaxy will assist Customers by providing professional technical support & sizing recommendations to help based on Customers provided photos. Galaxy does not choose your Finger Protector or Extension. Galaxy reserves the right to decline an order. We gladly offer refunds or exchanges on every guitar we sell. Details below. If your order is not confirmed within 24 hours it is automatically deleted by our order verification systems to protect Customer privacy & credit card data. Galaxy Guitar Products USA reserves the right refuse any order or make updates, changes in materials, photos, processes, online verbiage without notice. We will always display on our website the Finger Protectors & Finger Extensions devices you are ordering.

1 Year Warranty on Guitars, 10 Year Technical Support:
Your Guitar was professionally built, setup & inspected thoroughly by our Guitar Technicians prior to packaging & shipping. Photos of your Guitar are taken before packaged. Every Galaxy Guitar is backed by our 1 Year Ltd warranty plus a 10 year Technical Support Commitment. Full instrument repair details & Galaxy authorized repair service center information are covered in your warranty. Galaxy 10 Year technical support commitment: If you need to speak with a Guitar Tech, ask questions or a part needs to be replaced we will do our best to assist you in finding the replacement part. Our Warranty covers your Galaxy Guitar to be Free against a defective part or workmanship for 1 Year from delivery date. It does not cover normal wear & tear. Our Technicians go through an extensive checklist on any returned Guitar to determine if the return complies or has Voided the 1 year Warranty terms. Examples that will void the Warranty: The instrument was altered or has finish damage caused by abuse, extreme Temperature or Humidity changes affecting the finish. Examples: The Guitar was taken apart, pickups removed & reinstalled, neck removed & reinstalled, tuning keys bent, altered or removed. Tremolo altered, abused or removed, electronics altered, removed, reinstalled. Those conditions are Not covered & will Void the 1 Year Warranty. Our customer commitment includes- Professional setup, we will ship your Guitar to you Worldwide via FedEx & track your Guitar until delivered. Our 1 Year warrnaty is provided to the original purchaser of the Galaxy Instrument. For Warranty services you must contact our Help Desk first via Email provided in your Guitar case & provide us a copy of your original sales receipt. Specific warranty information is provided with your guitar. Galaxy Finger Protectors & Finger Extensions are not covered under this Guitar warranty. Galaxy reserves all right to change materials, parts & specifications. Galaxy will always display & list detailed data & accurate photos on our website of the Musical Products you are purchasing.

Returns & Exchanges:
If you are not completely satisfied with your Guitar purchase, you may return it with the original packaging, all tags attached & packaging materials in new condition for a prompt and courteous exchange or refund within 15 days of the original purchase delivery date of your instrument. A $100 charge is retained to partially cover our domestic shipping costs. A higher amount is retained for International returns. Customer must notify our Client Support Help Desk by email first at support@galaxyguitar.com for a return authorization number. Returns without an authorization number will not be accepted. The return authorization number must be included on your shipping packing list for acceptance at our facility. For All Finger Protectors & Finger Extension orders: Due to sanitary nature worn on the finger where these items come in contact with sweat or unhealed surgeries after a possible medical procedure & Covid- 19 Precautions- there are no returns on Galaxy Finger Protectors & Extensions Any International Finger Protector or Finger Extension Order returned to us & re-shipped back to you due to the carrier unable to reach you are subject to a second $57.00 International Shipping, U.S.Customs paper work preparation charge. Buyer Pays For Return Shipping. No Guitar Returns will be accepted after 30 days of delivery unless a Warranty issue is processed & you have been issued a return authorization number. If FedEx attempts delivery 2 times where a signature is required to make sure you receive your Galaxy Product & you are not available to pickup your package at the local FedEx pickup location, you were notified of the local address within 4 business days FedEx will return the item to us after 5 days, we will refund your payment after item is returned within 48 hours back to your credit card minus a $45.00 return Fee charge we had to pay for shipping.

Refunds:
Refunds will gladly be issued within 3 business days of receipt of your returned instrument in good order. Via same credit card payment method used on the original purchase minus a $100.00 Guitar shipping cost within 3 business days after the return is received in good order. Customer is responsible for return shipping charges & must insure the instrument for the full purchase value paid. Customer must notify our Client Support Help Desk by Email first at support@galaxyguitar.com for a return authorization number. Returns sent collect or without an authorization number from Galaxy Guitar Products USA will not be accepted. Returns not accompanied by a copy of the original receipt & all original packing materials in new condition will receive a merchandise credit or exchange that is equal to the original purchase price of the instrument. All sales are final on Galaxy Finger Protectors & Finger Extensions. No Returns Will Be Accepted nor refunds issued 30 Days after the delivery date to Customer unless there is a Guitar Warranty Issue.

Optional Over Night VIP Shipping Services:
Galaxy Guitar Products USA offers special overnight shipping services via FedEx. Galaxy Finger Protectors can be shipped overnight within the USA for an additional $150.00 USD. We offer 2nd Business Day Air Express Shipping for $20.00. Galaxy Guitars can be shipped overnight in the USA for an additional $300.00 Air Freight charge. Expedited shipments require a signature to make sure you receive your item as promised. Customer is responsible to make sure someone at your destination can sign for your item rather then it being left outside at the front door. International customers can inquire via our Contact Us Form tab for shipping rates to your country from our Help Desk. Galaxy Guitar Products is not responsible for Weather, Mechanical, Customs delays or stolen at destination Items upon delivery. No refunds are given on your chosen shipping preference.

Shipping & Payment Options:
Galaxy ships all Guitars, Galaxy Finger Protectors& Extensions free within the USA. Due to International export paper work prep, International credit card processing fee's & Shipping rates charged by FedEx, there are shipping charges to ship outside The United States. For Intl Galaxy Finger Protector & Extension shipments allow for $33.00-$57.00 USD additional. We contact FedEx for their lowest rates on every Intl shipment. For International Guitar Air freight service add $180.00 USD. We pay over $300.00 we try to split the shipping cost. Please note: We do not ship to PO Boxes or 2nd or 3rd parties unless you use our Direct Bank Deposit option. If you choose to wire money to our bank they charge us $17.00 svc fee for that service the charge is added to your order. Galaxy Guitar Products will always issue you a tracking number & real time delivery updates available through carriers tracking links. We will always okay your order with you first prior to any payment processing. Please make arrangements to have someone at your location accept your shipment if you will not be available. We are not responsible for stolen orders once a delivery confirmation to your address has been made by the carrier. When using a credit card to purchase, Your Ship-to address must match the credit card billing address. For protection of our credit card Customers we verify every order before processing payments.

Carrier Damage:
Your Guitar is professionally packed by our shipping department. A photo of your Guitar & the final packaging is taken prior to carrier pickup. If your guitar arrives damaged, notify the carrier at once. Shipping damage is covered by carrier insurance not by Galaxy Guitar Products USA. Your new Guitar was fully insured by Galaxy at the time of shipping. Damaged claims are to be made to the carrier at the time of delivery & in writing. We strongly suggest you take photos of the damage & email them to the carrier Cliams department to start your claim. After you have contacted the carrier, Galaxy will also contact them to insure all proper data is supplied to resolve the claim ASAP. We will work on your behalf to make sure a claim is handled.

International Customers Please Note: International Shipping rate continue to rise. We have not raised our International Shipping Rate in over 5 years. We pay over $55.00 USD for every Intl Shipment. For Guitars It is over $300.00 USD. We continue to work with FedEx to keep shipping rate$ within reasonable limits for our Customers. We work with them to get your Guitar & Finger protector to you fast as possible, We pay additional charges for U.S. Customs Paper Work Preperation, Intl Payment Processing Fee's. FedEx helps clear Intl Shipments through Customs. There may be additional Customs charges your country may charge on arrival not covered by Galaxy. We pay more than $80.00 USD for each Intl Shipment. We calculate your Intl rate & let you know before we process your payment & order. Your rate will be on your Authorization Email we send you. We do not charge your card until you Okay your order via Authorization.

International Customs Charges:
Galaxy ships worldwide. We ship our Galaxy Finger Protectors via FedEx International Service for $33.00 to 57.00 USD which also covers us filling out U.S. export Customs paper work for your shipment. Galaxy ships our Guitars International via FedEx. International shipments are shipped air & must clear Customs in your country. There may be Customs import charges & delays in your country that are not controlled or covered by Galaxy. We are not notified of what Your country Customs charges may be prior to your order being shipped or we would let you know. We do send you a shipping confirmation with a Intl tracking number. We track your shipment 24/7. We also arrange to have FedEx keep you updated via email from shipment to arrival. FedEx helps clear Your Order For You Through Customs. Any International shipments returned to us & reshipped back to you due to the carrier unable to reach you are subject to a $37.00 International Shipping, U.S.Customs paper work preparation charge.

Questions?
We are always here to help you. If you have a question, use our contact us form for fast response time. Please provide your complete name, country, product of interest, color choice, email address. Due to the high volume of daily inquires from customers, we will do our best to respond to your question via email within 7 hours or less. We appreciate your business and look forward to serving your specific musical requirements. Galaxy, where every customer is our only customer & receives VIP Gold Service. For Business Inquiries, Sales or Technical Product Questions fill out our Contact Us form. For exisitng Customers email our Client Service's Help Desk. Our International Tel: 702-476-9031. Dealer Inquiries Welcome.