FAQs

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team.

Lost packages

At Vibeworks Guitars, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at via chat with your order number and any relevant details. We will find it, replace it, or refund it.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

To get started, visit our Return Portal

Returns must be initiated within 30 days of receiving your order. Items must be unused and in the original packaging.

Return by mail

Reach out to our customer support team to initiate the return process with your order number and details about the item you wish to return. 

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Yes, we offer refunds and exchanges within 30 days of purchase. To be eligible for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact. Customers are responsible to pay for return shipping. 

For returns or exchanges, please contact our customer support. Refunds will be processed to the original payment method within 2 days of receiving the returned item.

We’re sorry your item(s) have damage!

Some items break during shipment. We’ll do our best to help.

Please email our team with an image of your damaged item for further assistance.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation as best we can!

Please contact us here

Once your return has been received and processed, you will be notified via email when the refund has been issued.

Please allow 2 business days for the refund to reflect in your account.

Our return policy allows returns or exchanges for new products purchased within the last 30 days.

If you discover damage or need a part replaced, we'd love to hear from you even if its been more than 30 days. Please contact us here.

You can expect your refund to be processed within 2 business days or fewer, after our returns department receives the returned item.

If you'd like to start a return, please contact us here

USA Shipping: We offer free standard shipping which includes our DIY Guitar and Bass Guitar Kits. 

International Shipping: We also offer shipping worldwide. Due to the size and weight of the kits, we try to keep prices down but it can be expensive. After adding your item to the shopping cart, you can preview the shipping rates before checking out. 

Please note that international shipping rates do not include and duties, tariffs, or taxes charged by your country. These may need be paid upon delivery depending on your nation's laws at the time of receipt.

We offer fast and free shipping within the contiguous United States (does not include Hawaii, Alaska, or US territories).

Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer.

Delivery times vary depending on the destination and the shipping method selected.

• Standard USA Delivery: Typically arrives within 3-5 business days within the US.

• International Delivery:

Via DHL: Generally 3 business days

Via USPS/Global Post: Generally 14 days

Please Note: We guarantee we will ship products within 1 business day. Unfortunately we cannot guarantee what happens after products are with the carrier (UPS, FedEx, USPS, DHL, etc). Delays can happen. You are welcome to refuse delivery if it is late, and we will be happy to provide a full refund.

We do ship to most countries, however, there are a few that we are unable to send to.

Please note that international shipments can take 14 or more days to be received.

If you have been waiting for more than 14 days to receive your order, please get in touch with our team to investigate the issue.

Orders can be canceled within anytime before the product ships.

Please reach out via chat to make that request.

You will receive confirmation of your cancellation if we’re able to make it happen.

After this period, we may not be able to cancel your order as it might already be in processing or shipment.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order. 

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 3 days for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

1 business day after placing your order, you can click the tracking number link in the email or track your order on our website here [link to Order Management: Track Order].

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.

Click on the tracking number link or enter the tracking number into our tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 48 for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Please contact us here

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.