Policies & Returns
|
|
 1.0
- Payments To OverDrive Custom Guitar Works - Language
Requirements for Shipping Addresses
 PayPal is the authorized online payment processor for OverDrive
Custom Guitar Works. PayPal has implemented Fraud
Protection safeguards to increase the confidence of both
buyers and sellers in the PayPal payments network.
OverDrive Custom Guitar Works has participated in the
PayPal requirements and has attained the online seal of
approval as a "Verified Seller" by PayPal. When
you purchase from OverDrive Custom Guitar Works you shop
without sharing your financial information. When
you pay with PayPal, your credit card and bank numbers
are never seen by us, your financial information
stays safe.
If you have problems or questions using PayPal, give them a call, they'll be happy to assist you.
PayPal: (888) 221-1161
4 am to 10 pm Monday thru Friday
Pacific Time.
6 am to 8 pm Saturday & Sunday Pacific Time.
All customers orders must have their
shipping addresses provided in English or A-Z alphabet
character set. We understand that some languages use
special characters such as ä, ë, ß or similar
characters which are allowed, but we can NOT accept any
order where the shipping address is provided in a
pictographic
based language such as Japanese or Korean (but not
limited to those) and those
orders will
have to be cancelled and our policy on customer caused
order mistakes will apply to the refund/cancellation,
full details below,
click here. The USPS must be able to read your
shipping address as written using our native English
characters.
Our shopping cart is powered by
PayPal and will retain its merchandise contents for an
indefinite amount of time. Typically our customers
add merchandise to their shopping cart and proceed
promptly through the checkout to remit payment and
complete their purchase and then their shopping cart
contents is cleared. However, we've seen it where
a customer will add merchandise to their shopping cart
but will postpone completing their purchase and only at
a later date do they decide to re-start the checkout
process and complete their purchase. In these instances
sometimes weeks or months may have passed and
merchandise pricing may have changed but their shopping
cart contents will still reflect pricing as of the day
when the merchandise was originally added to the
shopping cart. When these situations arise we reserve
the right to request the price difference to be paid to
bring the effected merchandise prices up to their
current pricing standards.
|
|
1.1
- Confirmation
of Order Placement and Final Record of Sale
The
payment confirmation email you receive from PayPal is
the only order confirmation you will receive, it
confirms to you that your payment was successfully
received by us. Just as soon as you receive your payment
confirmation email, review your shipping address and all
merchandise and option selections and
contact us
Immediately
if you find any mistake with your shipping address or
any of the items you have in your order so appropriate
action can be taken before your order goes to production
or ships. If you did provide with us with an
incorrect shipping address, we can't change it, your
order can only ship to the address you originally
provided us, the only solution is to cancel your order
and have you re-place it with the correct shipping
address, but you may be responsible for up to 4.5% of
the total purchase amount which will be deducted from
your refund. This is because no matter if we cancel your
order and refund it in full, we are still charged the
transaction fees by PayPal for processing the payment of
your order and we will not pay these fees if your
mistake is the reason of the order cancellation. This
information is detailed in our
Policies under section
2.1. We don't like it, but we will not pay for mistakes
not caused by us...
Once your order is complete and has
shipped we will generate your final Sales Receipt, it will be emailed to you as an PDF
attachment, this copy of your Sales Receipt should be
saved for future reference in case you need to return an
item. So once you have received your shipping
confirmation email from PayPal or the USPS be sure to
keep an eye out for your Sales Receipt email, it
may get flagged as spam by some email providers
so check your spam or junk mail folder if you don't see it in
your inbox. The subject of this message will be "Sales
Receipt From OverDrive Custom Guitar Works - #"
where following the # will be your sales receipt number.
|
|
1.2
- Communications With OverDrive Custom Guitar Works
On occasion we may be required to
communicate with our customers to verify or confirm
merchandise ordered, option selections, quantities, shipping addresses,
etc... If you receive an email or
telephone call from us, respond immediately with the
requested information. We expect all of our customers to provide a valid
and current shipping address, telephone number and email
address, if we determine any of these are invalid, not
current or we are unable to verify any information
within an order or simply can't communicate with a
customer we may have no choice but to cancel the order
and our policy on
customer caused problems with an order applies
|
|
1.3
- All Special Order, Discontinued, Close-Out, Electronics, Customized, Custom Built, Custom Fabricated
and Custom Manufactured
Item Sales
 Are Final
No returns, exchanges or refunds on
any Special Order, Discontinued, Close-Out (closeout), Electronics, Customized, Custom Built, Custom
Fabricated or Custom Manufactured Merchandise. Please be absolutely
100% positive of all these types of items in your order and ask all questions and
read item descriptions thoroughly before placing your
order. Any of the preceding described type of merchandise that is returned to
OverDrive Custom Guitar Works as undeliverable, refused,
unclaimed or in any way returned to us for any reason will be assessed
a 50% re-stocking fee, no exceptions.
If for any reason we are forced to
cancel any order that contained customized, custom built
or custom manufactured
merchandise and was finished to completion
or partial completion will be subject to a 50% deduction
from the original purchase price that will be assessed to
the refund.
Typically all of our
customized, custom built or custom manufactured
merchandise can take up to 45 days to complete, so please
be patient while we finish any orders that were placed
before yours.
|
|
1.4
- Skill and Experience Requirements For
Installing Your New Guitar Parts
Just about all of our merchandise
requires you to have some sort of experience and skill
in order to install and use correctly. Some items
require unique or specialized tools, equipment and
supplies in order to install and setup correctly.
This may include any of the following but is not limited
to; screwdrivers, wrenches, multi-meter, soldering iron,
solder, drills, drill bits, files, feeler gauges, etc., the
list goes on, there are specific tools for every task in
repairing or modifying a guitar. If you do not
have or know how to properly use any of the necessary
tools for a specific job and are uncertain about any
aspect of installing or testing in the event of a
problem, you should have a qualified technician perform
the work for you.
|
|
1.5
- Fender® Branded Parts Packaging
The following information
comes directly from Fender®. As of 2017, most Fender®
branded parts whose item # begins in
099 or
ends in 049
will come in retail packaging that you would
typically find in a walk-in retail store. Any
Fender® branded part
whose item # begins in any other number than 099 or
ends in any other number than 049 will be plain
packaged which means packaged in a plain/clear zip-loc
bag without any manufacturer labeling, tags or fancy
packaging typically found on retail store shelves. Most of our websites item sales pages
that will come plain packaged will be described as
such, but keep in mind the item #'s prefix and
suffix and this will indicate how you will
receive your parts order.
We offer some select Fender®
branded items (item #'s may begin with 099 or end in
049) that we receive in quantities per package and
we have chosen to sell these items in the most
common purchase quantities needed per instrument
(Strat®), therefore these items will also be plain
packaged. Example: Some items come from Fender® with 12 in a
package, but on a Strat® there may only be 4 used on
the entire guitar, so we don't force you to buy more
than you would need.
All our other parts not
"Fender®" branded will come packaged accordingly as
we receive them from our suppliers, some will be
plain packaged.
Fender has changed some of
their part numbers that used to end in 000 to now
end in 049. Example: If you order 005-4029-000 and
you receive 005-4029-049, it is still the same part.
This part number change was to allow Fender to
better track how a part is sold, either as a
warranty or a replacement part.
|
|
1.6
- Warranty
All of our custom built complete
Strat® pickguard assemblies are warrantied against
manufacturing defects and component fault defects for a
period of 90 days from receipt of merchandise. All
genuine Fender® branded pre-packaged merchandise carry
the warranty specified
by Fender® for a time period for the specific type of
merchandise purchased. Misuse, incorrect operation,
incorrect installation, damage caused by neglect or
incorrect handling are not covered by warranty. Any
modifications, repairs or alterations to any merchandise voids
any warranty.
|
|
1.7
- International Orders
- Import Duties, Taxes, VAT and Foreign Delivery Agent Handling Charges
All international customers are solely responsible for any import
duty, tax-related costs or foreign delivery agent handling charges. Customs
/ importation of merchandise policies vary widely from country to
country; you should contact your local customs
office to help you determine any
fess that you may be required to pay. OverDrive Custom Guitar Works
is required by law to accurately report the value
and contents of international shipments. Please do
not ask us to undervalue or mark the parcel contents as
a "gift" within the customs declaration forms.
There is a company called
SimplyDuty that can assist you in calculating
import duty and taxes, use this companies web site
as a guide only. OverDrive Custom Guitar Works is
not affiliated with SimplyDuty or responsible for
any information provided by SimplyDuty.
International courier handling fees may be
additional and are not included in the SimplyDuty's
calculations.
International customers
should be proactive in following their package tracking and when it arrives in
customs inspection to reach out to their countries
customs agency and/or postal delivery service and
inquire as to your requirements (if any) for
delivery. You will need to provide them with the
tracking number you were emailed. As soon as your
shipment arrives in your country it is best to use
your countries postal services or contracted
couriers tracking system for the most up-to-date
tracking status and delivery requirements, a list of
our most common international destination postal
service web sites are found at the bottom of our
International Shipping
page. If your countries postal service is not
listed, you will need to identify their official web
site and utilize their tracking system for full
transit status updates of your order.
Any parcel returned
to OverDrive Custom Guitar Works as refused or declined to pay
duties, taxes, VAT or foreign handling charges or returned
for any other reason will be
subject to up to a 25% re-stocking fee of the cost of your
merchandise in addition to any fees, fines or penalties we may incur by your
order being returned to our facility, no exceptions. If a parcel has been returned to our facility as
described previously and the customer requests for the
parcel to be return shipped, an $8.00 USD fee will be
assessed in addition to any return shipping costs to
cover our internal costs in unpacking, inspection of
merchandise and re-packing for the new shipment.
|
|
1.8
- Shipping, Proof
of
Delivery and Insurance
OverDrive Custom
Guitar Works ships everything within the United States via USPS
First Class Mail or USPS Priority Mail with tracking. When an order is
prepared for shipment the tracking information is emailed to
the customer. OverDrive Custom Guitar Works takes no
responsibility for lost packages, wrong deliveries or
product damage, loss or stolen articles caused by the
USPS.
Once your order is complete and has
shipped you will receive a shipping confirmation email
from PayPal (service@paypal.com),
it will contain the tracking information. If you
have a PayPal account you can also access shipment
information by logging into your PayPal account and
bringing up the transaction details for your payment to
OverDrive Custom Guitar Works and within the transaction
details is the shipment information. If you
ordered any item categorized as Customized, Custom
Built, Custom Manufactured or Custom Fabricated those
items all specify a turn-around time or "Build Time"
within their item description which you will see in your
original order confirmation email and it can take as a
long as specified before your order is complete and
ready to ship. All orders containing any kind of
custom merchandise will ship only once the custom item
has been completed.
For International
Customers: If you require full tracking,
insurance and trace capabilities in the event of
delayed or lost parcel then you must select the
International Express Air method of shipment. OverDrive Custom Guitar Works can not be held
responsible for any parcel once it leaves our facility
and by placing an order through this web site you agree
to these terms. If you do not select the
International Express Air method of shipment please do not
email us asking for shipping status updates, we do not
have any, you will just have to be patient while your
parcel makes its way to you and is delivered. For
full details on our international rates and policies
visit our International
Shipping page.
To insure your merchandise
purchase against loss or damage you
MUST ADD the
insurance option located on our
Shipping Insurance Page.
|
|
1.9
- Shipment Damage
/ Shipment Loss Claims - For Insured Shipments Only
If your package arrives in a damaged
condition, you must file a claim with
OverDrive Custom Guitar Works immediately on the day of
delivery. If you notice your package appears to
be in poor or damaged condition and you feel that the
contents will more than likely be damaged, do not open
the package and call the delivery courier immediately and
only then open the parcel in
the presence of the courier and inspect all contents for
possible damage and only then file a damage claim if
necessary. If you have already opened your package and
discover the contents damaged make sure that you retain
all of the original packaging and boxing materials for
these items will be required by the delivery courier
for inspection upon filing of the claim. If you do not
retain the original packaging in its entirety, a claim
for loss or damage cannot be filed, it will not be
accepted.
Claims for lost or damaged
merchandise that were insured take time to process by
the shipping courier, and only upon the shipping
couriers completion and validation of the insurance
claim will a refund be issued or replacement merchandise
shipped.
All attempts to file or act of filing
a fraudulent claim of non-delivery, fraudulent claim of
damage caused in transit or fraudulent claim to collect
insurance compensation will be immediately reported to
the United States Postal Service Inspection Service for
a full investigation and prosecution by their federal
law enforcement officers. We do not take lightly the act
of any individual or party attempting to defraud
OverDrive Custom Guitar Works or the United States
Postal Service and we cooperate fully with the federal
postal inspectors investigative team to bring about full
prosecution, penalties and incarceration of all involved
in such criminal activities.
|
|
2.0
- Return
/ Refund Policy
Inspect all merchandise immediately
upon receipt. If you need to return
an item please give us a call at 209-565-2112 to request
a Return Authorization (RA#).
A Return Authorization # is required for all returns and
needs to written on the outside of the return shipping box
in large bold writing.
Returned merchandise needs to be received by us no
later than 15 days from the day you received your merchandise,
30 days for international customers.
All returned merchandise and item
packaging must be in new, unopened, unaltered condition,
if they are not, then that item will not
qualify for return or refund.
All merchandise that was sold with
free shipping and is returned for refund will incur a
deduction from the refund in the amount we paid for
shipping, handling and packing your order and in
addition to the fees outlined in section 2.1 below.
Returns are not allowed for
altered,
special order, discontinued, electronics, customized, custom
built, custom fabricated and custom manufactured
merchandise, no exceptions.
Merchandise that qualifies for return
that is returned because you no longer need it or
changed your mind are subject to up to a 15% restocking
/ inspection fee. We don't allow merchandise to be
purchased for evaluation or purchasing multiple sizes or
styles to determine which works best for you.
Any order returned to us
as refused or no such person at address will be subject to
a 15% restocking / inspection fee (50%
for custom built, custom manufactured or customized
merchandise) which
will be deducted from the refund.
Returned items must be shipped
postage prepaid. OverDrive Custom Guitar Works
is not responsible for items lost in transit, so please
use an appropriate shipping courier that provides
tracking and/or insurance.
All returns must include a
copy of your Sales Receipt and a note explaining why you are
returning the item(s) along with the RA# clearly printed
on the outside of the box and printed on the Sales
Receipt. Your Sales Receipt
is the PDF copy you received via email from us, NOT the
PayPal transaction receipt.
We do not process returns for
exchange. Simply place a new order
and request a return authorization to return the
original order for a refund. Merchandise being returned
must be new, unopened, unmodified condition.
Any item returned to OverDrive Custom
Guitar Works that does not meet all of the above
criteria may be subject to a restocking / inspection fee
of up to 25% of the merchandise cost (does not apply to
altered, special order, custom built, custom fabricated, custom manufactured or
customized merchandise, they do not qualify for return or refund).
Any parcel sent to OverDrive Custom
Guitar Works by a customer or unknown sender that does
not properly display a valid Return Authorization # on
the outside of the parcel will not be opened and disposed of as trash.
When an item is received in return its Return
Authorization # is validated to reference the
comments stored in the customers account about why an item is
being returned and only then can it be accepted and
processed as a valid return. Our health and safety
are our first priority and your first priority in
returning any item should be following the instructions
provided above to
ensure a positive return process.
Be sure to package and secure your
returned merchandise sufficiently to prevent damage in
transport. Any returned merchandise that is damaged in
transit to our facility will not qualify for refund or
exchange and customer will be responsible final
disposition of merchandise. We expect our customers to
respect us and the merchandise to ensure safe and secure
transport with appropriate and sturdy shipment
packaging. If your
order was shipped to you in a corrugated cardboard box
then ship it back to us in the same box or equivalent,
DO NOT ship it back in a lesser protective packaging
such as a padded envelope.
Ship eligible return items to the
address on your Sales Receipt.
For qualifying international customer returns; Import fees,
duty taxes, handling fees or any additional charges
assessed by customs agencies or foreign delivery units are
not refundable under any circumstances, no exceptions.
|
|
2.1
- Order Cancellation Refund Policy
(Effective October 11, 2019)
 PayPal
charges OverDrive Custom Guitar Works a transaction fee to process
every payment we receive.
This payment transaction fee is a small percentage of
the order total and it is not reimbursable or
refundable to us under any circumstance.
All
requests made by customer to cancel or refund an order
for any reason will result in a deduction of the PayPal
transaction fees
from the original purchase total amount. This also applies
to orders that we are forced to cancel because there is
a problem with an order such as shipping address,
shipping address language problem as described above in
section 1.0, package returned to sender or we
are unable to communicate with customer when required to
verify information within an order or any
problem created by the customer effecting normal order
processing. This policy also applies to orders placed by
customers from outside the United States for restricted
USA sales only merchandise such as new Fender
Stratocaster bodies and necks which are clearly stated
on their category and individual item pages as "USA
Sales Only" and "USA Shipments Only",
so there would never be a reason for a customer from
outside the United States to try and attempt to purchase
these restricted shipping merchandise items.
If after placing an order you
discover your shipping address is incorrect we will not
be able to correct or edit the shipping address,
the only recourse is for us to cancel your order and
then you can re-place the order providing the
correct shipping address. When we cancel the order and
issue a refund a deduction from the refund amount will be the cost
of the transaction fees PayPal charged us to process the
original payment
transaction.
Sometimes customers make
mistakes in product option selections where some
options may conflict with other options, this is
rare, but can happen and if it does we will require
contact with the customer to describe the issue and
what can be done to correct it. We will never simply
build any project based on all option selections
that a customer may have chosen if there are
conflicts, we will always require a conversation
with the customer to detail the changes needed to
eliminate conflicts so problems will not exist in
the final project build. If we are unable to make
contact with the customer in these instances we will have
no choice but to cancel the order and this is
considered a customer caused issue so the original PayPal
payment transaction fees will be deducted from the
refund. So please pay close attention to your email, answer
your phone or voice mail messages promptly and
always provide valid contact information to prevent
such cancellations from occurring.
This change in our cancellation
refund policy is because PayPal changed their policy to
no longer refund original payment transaction fees. Prior to October
11, 2019 when we refunded an order PayPal returned the
original payment transaction fees we paid
them to process the transaction, but now we are no
longer receiving our transaction fees refunded when we
refund any order, PayPal retains the entire
original payment
transaction fee no matter if the
transaction is complete or not. We
DO NOT retain
ANY of
the transaction fee that is deducted from a refund, it is PayPal who is keeping the
money, when we issue a refund less the transaction fee
we end up with $0.00 of the original payment, this change in our policy is to prevent us from
being charged for mistakes or problems that is no fault
of ours.
Don't confuse this with any
kind of fee for issuing a refund, we are not charged a
fee to issue a refund, nor are we charging a fee to
issue a refund, it is the original payment you made to
us for your merchandise purchase that was assessed a
transaction fee by PayPal and this fee is what PayPal
keeps when we issue a refund.
If we reach out to
you via email or telephone respond ASAP to avoid
cancellation of an order. When placing an order make
sure your contact information and shipping address is
current and 100% correct.
|
|
2.2
- Privacy
Policy
All personal information collected
from customers for purchase and/or email communications
are held in strict confidence. To fulfill a
transaction we are required to provide a shipping
carrier with your full contact information in order to
facilitate a complete shipping manifest. We do not sell,
distribute or share any of our customers information
with anyone for any other purposes. The
information we collect is limited to customer name,
shipping address, telephone number and email address, we
are never provided with any financial information, that
information is acquired and held in strict confidence by
PayPal. The information we receive for a transaction is
solely collected for means of shipping merchandise and
our internal sales records.
|
|
3.0
- Order Placement / Agreement of
Policy
OverDrive Custom Guitar Works shall not be liable for
any consequential, incidental, direct, indirect or other
damages arising out of the use or operation of any of
its products including any claim of a third party.
OverDrive Custom Guitar Works reserves the right to
cancel or refuse any order.
OverDrive Custom Guitar Works is not
responsible for lost or damaged shipments, that is why
we recommend you insure your shipment to safeguard your
purchase.
By placing an order with OverDrive
Custom Guitar Works you acknowledge that you have read,
understand
and agree to all of the preceding
terms and conditions on this entire page.
|
|
|
