Haywire Custom Guitars – Return Policy & Customer Support
Haywire Custom Guitars Support Center
Frequently Asked Questions
Custom builds and specialized neck profiling (such as custom 1-7/8″ or 2″ nut widths and neck shaving) are meticulously tailored to individual player specifications. Because these are highly personalized, we accept returns on custom items only if they arrive defective or deviate from the dimensions explicitly confirmed in your order details. We are always happy to work with you to make further technical adjustments if an initial setup needs tweaking to fit your hands perfectly.
Standard components and pre-assembled parts ship quickly via reliable tracking carriers (like UPS Ground). Custom modifications, neck re-shaping, and custom wiring assemblies require precision shop time. A precise turnaround estimate will be provided when your order is placed, and tracking numbers are emailed as soon as the package leaves our facility.
Guitars are made of organic tonewoods and can naturally react to climate changes during transit. If your instrument requires a minor structural refinement (like a minor truss rod tweak or action adjustment) upon arrival, please contact us. We will gladly guide you through the process over the phone or arrange a professional solution to ensure it plays flawlessly for you.
The buyer is responsible for return shipping fees. Because musical instruments and custom components are high-value items, we require using a trackable shipping method and strongly recommend purchasing shipping insurance. We cannot issue refunds or credits for items lost or damaged during return transit.
Return Policy
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- Return Window: You have 14 calendar days from the date you received your item to initiate a return. [1]
- Eligibility Criteria: To be eligible for a return, your item must be unaltered, in the same condition that you received it, and in its original packaging.
- Custom Orders: Because custom guitar builds and specialized neck profiling (such as custom nut widths or neck shaving) are tailored to individual technical specifications, custom orders are eligible for return or adjustment only if they arrive defective or differ from your order specifications.
- Return Shipping: The buyer is responsible for paying shipping costs for returning items. Shipping costs are non-refundable. We highly recommend using a trackable shipping service (like UPS Ground) and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
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- Initiation: Contact our support team via email or phone to request a Return Merchandise Authorization (RMA) number.
- Inspection: Once we receive your item, we will inspect it and notify you that we have received your returned package.
- Approval: We will immediately notify you of the status of your refund after inspecting the item.
- Processing: If approved, a refund will be initiated to your original method of payment (e.g., Google Pay, credit card). You will receive the credit within a certain number of days, depending on your card issuer’s policies.
- Business Name: Haywire Custom Guitars Inc. USA
- Location: Conway, South Carolina, USA
- Support Email: Haywire@sccoast.net
- Phone Number: 1-843-347-5742
- Hours of Operation: Monday – Wednesday, 9:00 AM – 5:00 PM EST