Policies and FAQ

There will be no refund issued for custom repair services for returned products. This includes but is not limited to PLEK Station services, custom setups, pickup installs, and any other repair service performed on a product at time of product purchase.

We strive to keep the fine print to a minimum and to have all of our policies be fair, easy to understand, and mutually beneficial.
Return Periods:
  • Refunds: Return request must be submitted within 14 days from the date of arrival for refund consideration.
  • Exchanges/Store Credit: Approved returns may be exchanged or applied as store credit within 30 days from the date of purchase.
Conditions for Returns:
  • All items must be returned in their original, unused condition, accompanied by the original receipt and packaging.
  • Items showing signs of wear, damage, or use will be subject to a restocking fee.
  • Packaging, box, manuals, and accessories must be included and in good condition.
Non-Returnable Items:
  • Consignments, Printed Media, CD/DVDs, Opened Software, Tubes, Microphones, Harmonicas, Kazoos, Headworn Items, DJ/Recording Gear, and Custom/Special Orders.
  • Any purchase made with trade-in items is only refundable as store credit.
  • The value of any parts or labor on customization at time of sale including promotional custom setups.
Layaway Returns:
  • Layaway items may be returned for store credit or exchange within the 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; otherwise, the value of missing items will be deducted. This includes the value of promotional items given at time of purchase.
Restocking Fees:
  • A restocking fee may apply if items are not in original condition or if returns are made for non-qualifying reasons.
How to Return:
  • Submit a return request online with the form at the bottom of this page or bring in-store.
  • Please include the reason for the return and ensure all items are properly packed and returned with the receipt
Processing Time:
  • Returns will typically be processed within 2-3 business days of item return arrival, depending on the item and condition.
Tell me about your Repair Services.
We complete repair work on a first-come-first-serve basis and strive to be as efficient as possible. Turnaround times are not guaranteed and may be extended if parts need to be ordered. Please allow time for gear check-in - we inspect condition, accessories, functionality, and write up an accurate Work Order before we accept responsibility for your gear. Any quotes made at this time are estimates and may change once work has begun. A deposit will be assessed on check-in and applied in full to the repair charges; you will be asked to pay the remaining balance when the work is done and your gear is ready. If additional problems or issues arise with your gear (beyond what was diagnosed when checked in), no additional work/charges will occur without your permission. If the same issue that we fixed arises again soon after you take it home, we will re-open the Work Order and fix the problem again at no additional charge. If a new problem arises with the same piece of gear, we consider it a separate repair issue and will open a new Work Order. You are responsible for keeping contact information current. If 90 days have passed since your repair was completed and multiple attempts have been made to contact you, the item will be forfeit and sold to recoup costs.
What is your policy for canceling lessons?
We require at least 48-hr notice by email or phone for any cancelled lessons. You may send a friend or family member in your place if you are unable to attend your scheduled time. Click HERE for more info.
Your online store says you have this in stock in one of your stores. What if it sells in the store at the same time I buy it online?
Items listed for sale online are also out for sale in our brick-and-mortar stores. Should an item sell in-store, it may take up to 48 hrs. for the online listing to be removed. If you buy an item online that sold recently in-store, you will receive a prompt refund or store credit for your purchase. We will contact you as soon as we see the duplicate sale.
Do you offer layaway?
We offer in-store layaway on all new and used items. 20% per payment, interest free, 20% deposit. Does not apply to services or consignment items. The item(s) will remain in our store until paid in full. There is no penalty for prepayment. If you are delinquent on a payment, we will contact you and ask you to catch up on terms. If we are unable to reach you, your deposit will be forfeit and the item will be put back out for sale.
I hear you do consignments. How does that work?
Consignment is a popular way for musicians to sell gear through our store. We research your item and assist you in selecting a competitive, fair price to ask. If offers are made below the asking price, we contact you, most often by phone, to give you the opportunity to accept, reject, or counter the offer. When your item sells, we process the sale with a commission on the final sale price.
Can I special order an item you don't currently have in stock?
We are happy to place special orders with any of our manufacturers! We will still beat any price from another reputable dealer, will save you the shipping costs, and will perform a full setup on all instruments. So that Special Order items are processed in a timely fashion, we ask a deposit be made when you place the order with us. Certain items do not qualify for a fully-refundable deposit, such as Mesa/Boogie amps and custom guitars. Ask a sales associate for more details.
Does your website use Cookies?
At Five Star Guitars , we have a huge respect for your privacy. Third parties (such as AdRoll) may place cookies on your browser for targeted advertising purposes. Information collected may include IP addresses, cookie identifiers and website activity. You may opt out HERE. We promise to not share your e-mail address, or any other customer information, with third parties. Your information is used, as necessary, to fulfill orders, keep you informed (if you wish) and for customer service. If you have any questions about the details of our privacy policy, please do not hesitate to Contact Us.
Thank you for choosing Five Star Guitars!