Orders are typically shipped within 1-2 business days. All orders are covered with shipping insurance for the full value of the item(s), and tracking is provided. Orders cannot be cancelled after they’ve been shipped. Shipping rates are flat and are automatically applied at checkout based on your location. For international shipping, rates do not include any applicable tariffs/duties, which are the responsibility of the customer. If you prefer, you can pick up your order for free in Kingston, Ontario, Canada at our physical location, by selecting the “local pickup” option at checkout, after which we will contact you to schedule a pickup time.
All requests to return an item must be made within 14 days of receiving that item. To initiate a return you must first send your request to us by email, with the reason for returning, and any additional information that can help us understand the situation (ex. pictures). Picard Guitars may, at our discretion, pay for return shipping, depending on the situation, however in most situations the customer is responsible for return shipping. Once we receive the item, we will process your refund, which will take a few days to complete.
Returned items must be in their original condition. The customer is responsible for any damages incurred during return shipping. If there is any change in the condition of the item, Picard Guitars reserves the right to reduce the amount of any refund by the cost to repair the item. Note that, as with anything handmade, instruments may contain minor imperfections, though we will endeavour to inform the customer of any such imperfections upfront.