While this is a rare occurrence, we understand how frustrating and unexpected it can be to receive a damaged instrument. If this happens, please notify us immediately upon delivery so we can begin resolving the issue as quickly as possible.
All Maxey Archtop guitars ship fully insured. We will start by filing a claim with the carrier and will ask you to provide photos of the shipping box, the case or gig bag, and the guitar itself. Please hold on to all packaging materials, as they may be required for inspection.
Once the claim is filed, the shipping company may arrange to pick up the guitar for a physical inspection. If we have a similar guitar in stock, we can send a replacement once the damaged guitar is returned to us, or issue a refund. In some cases, the carrier may retain the instrument after inspection. If that happens, we can send a replacement or issue a refund once the insurance claim has been completed. Shipping insurance claims can take up to approximately 20 days to be resolved, depending on the carrier.