Repair Shop Policies and General Practices
Between evaluating and servicing all of our own stock and the outside repair work that we receive, our repair shop is always busy! We make every effort to keep things running as smoothly as possible, while being fair to everyone. The policies and practices outlined below are in place with these goals in mind. We take your trust in us seriously, so we are happy to address any questions or concerns you might have prior to accepting your repair.
- We cannot provide specific pricing or lead time quotes without evaluating an instrument in hand.
- It is our practice to thoroughly evaluate any given instrument brought in for repair. This ensures that the owner is fully apprised of the instrument’s condition and needs before they commit to any repair work. We will not perform any work that is not authorized by the owner; however, like renovating an old house, it is possible that we might not recognize an issue until the repair is underway. In such instances, the owner will be notified before any further work is done, and cost and lead time estimates are subject to change.
- While we will always do our best to complete a repair in a timely manner, our quoted lead times are ultimately estimates. Subsequently, please understand that your repair might require more time than originally quoted. We are always happy to provide an update upon request. Otherwise, you will be notified as soon as the repair is complete.
- In an effort to process higher volume general/basic work (e.g., setups) more efficiently, we maintain a separate lead time for in-depth/major repairs. Please be advised that the lead time for major repairs is typically at least a month.
- With the exception of an instrument that is being purchased, we do not offer any rush service, or ability to jump the queue for an additional fee. Rather, we operate on a first-come-first-serve basis, as we feel this is most fair. So, while we always try our best to accommodate those with an emergency, we encourage you to plan ahead!
- With the exception of customers traveling from out-of-state or hours away, we generally do not offer repairs by appointment.
- Neither strings nor parts are included with any repair.
- With the exception of repairs where restringing is inherent (e.g., bridge re-gluing, re-frets, neck re-sets, etc.), re-stringing labor will be billed additionally.
- Customers are welcome to supply their own strings and parts. However, should the provided parts or strings not be appropriate for the repair such that we cannot ensure a good result, we may decline to use the provided strings/part. No substitutions or repair work will be done without consulting the owner in advance.
- Though we do maintain an inventory of parts, we typically order parts as needed. Be advised that any scenario where we have to order a part can affect lead times (sometimes significantly!).
- We require a full deposit on the cost of any special-order part.
- Shipping and administrative charges might be applied to any part order that must be sourced from a vendor with whom we do not have a wholesale account. In these instances, we recommend that customers source the part directly to mitigate cost.
- While a customer is welcome to pre-pay a repair or make an initial deposit, we generally do not require payment for a repair until it has been completed. However, a deposit might be required in the case of some major repairs.
- We do not accept any responsibility for damage to instruments delivered to us without a case. We will always take great care in handling and storing any instrument in our shop; but, space is limited, and any instrument that is outside of a case is more vulnerable (even when hanging). We have a very limited number of spare cases and bags dedicated to shop use, so we strongly recommend that you deliver your instrument in a case or padded gig bag!
- We do not accept any responsibility for scuffs or cosmetic/superficial wear on instrument cases.
- We do not accept responsibility for the condition of any parts that are severely degraded or otherwise deemed unstable (e.g., rotting celluloid, highly oxidized wiring, weak solder joints, etc.).
- Apart from our one-year Action Warranty that is included with every instrument we sell, we do not offer a specific warranty period or guarantee on any repair. Naturally, we want our customers to be pleased with our work! However, we cannot be responsible for how an instrument is treated or stored after a repair has been completed. Subsequently, any additional or corrective gratis work to re-address a recently-completed repair will be offered at our sole discretion.
- We will not perform any service on a counterfeit instrument.
- Due to our space constraints, any instrument that remains unclaimed after 30 days of the owner being notified of completion may be assessed a storage fee of $5 per week.
- Any instrument that remains unclaimed for more than 180 days after the owner being notified of its completion will be considered abandoned and shall be sold, donated, or disposed of at our discretion.
- We maintain detailed records (which are continually backed up on remote servers) for every instrument dropped off for repair, including their serial numbers. All instruments presently in our possession for repairs, are covered by our insurance.