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 USA Customers: All Custom Built, Custom Manufactured and Customized merchandise must be purchased before December 4, 2017 to arrive in time for Christmas.
 
Policies & Returns

1.0 - Credit Card Payments With OverDrive Custom Guitar Works

PayPal LogoPayPal 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 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.

1.1 - Confirmation of Order Placement / Communications With OverDrive Custom Guitar Works

The order confirmation email you receive from PayPal is the only order confirmation you will receive.  We do not generate an additional order confirmation since the email you receive from PayPal confirms to you that your payment was successfully sent to us, it also contains the complete details of each item in your order for your reference.  There is no reason to write us and ask if we have received your order, you can guarantee we have received it if you have received the email order confirmation from PayPal shortly after submitting your payment.

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 and/or shipping addresses. We fully expect our customers to respond ASAP to all of our communications with appropriate responses to all of our questions. If we are unable to receive a response to any specific question we may be forced to cancel the order. If we feel uncertain about any aspect of an order and if we are unable to obtain clarification to our satisfaction then we will cancel the order to protect ourselves from sending out an order where we suspect an issue or mistake with item selection or a problem with the shipping address. So if you receive an email from us, respond immediately with the requested information. Make sure the email address you provide with your order is one that you check regularly and the phone number you provide with your order is one you can be reached at during normal business hours. Our primary means of communications for US and Canadian customers will be by telephone, all other locations will be via email.

1.3 - All Special Order, Discontinued, Electronics, Customized, Custom Built and Custom Manufactured Merchandise Sales Are Final

No exchanges, returns or refunds on any Special Order, Discontinued, Electronics (potentiometers, switches, capacitors, pickups, etc...), Customized, Custom Built or Custom Manufactured Merchandise. Please be absolutely 100% positive of all items in your order and ask all questions and read item descriptions thoroughly before placing your order. Any customized, custom built or custom manufactured merchandise that is returned to OverDrive Custom Guitar Works as undeliverable, refused, unclaimed or in any way returned to us will be assessed a 25% re-stocking fee, no exceptions.

Small special order merchandise will only be acquired as part of a larger order where we will acquire the additional special part(s) to complete a project or kit, we do not special order any small or simple merchandise for stand alone purchases.  All decisions to special order merchandise are at the sole discretion of OverDrive Custom Guitar Works.

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 25% fee which will be assessed to the refund.

Typically we advertise our customized, custom built or custom manufactured merchandise to take up to 14 days to complete, so please be patient while we finish any orders that were placed before yours.

1.4 - Fender® Branded Parts Packaging

The following information comes directly from Fender.  As of 2017, all 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 part whose item # begins in any other number than 099 or ends in any other number than 049 will be bulk packaged.  Most of our web sites item sales pages that will come bulk 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 bulk packaged. 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 bulk packaged.

1.5 - 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, damaged caused by neglect or incorrect handling are not covered by Warranty. Any modifications or alterations to any merchandise voids any warranty.  Return shipping cost to our facility is the sole responsibility of the customer for any warranty claim.

1.6 - International Orders - Import Duties, Taxes, VAT and Foreign Handling Charges

Customers are solely responsible for any import duty, tax-related costs or foreign handling charges.  Customs 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. Also, please do not ask us to not include proper documentation of parcel contents and value. Any such requests will be ignored.

International customers should be proactive in following their orders transit progress (tracking) and when it arrives in customs inspection to reach out to their countries customs agency and/or post 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.

Australian import regulations indicate that items imported into Australia with value less than A$1000 are not subject to duty and tax. Please read here.  Regulations are subject to change and OverDrive Custom Guitar Works is not responsible for providing current import regulations.

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.

1.7 - 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.

For International Customers: If you require full tracking, insurance and trace capabilities (in the event of delayed or lost parcel) then 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.

1.8 - 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 open 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 replacement merchandise be 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.

1.9 - Return Policy

If you need to return an item a Return Authorization (RA#) is required for all returns, send us an email or give us a call at 209-565-2112 to obtain a Return Authorization number. The Return Authorization# is to be placed on the outside of the box in large readable print and your returned merchandise is to be received by us no later than 15 days (30 days for international customers) from the day you received your merchandise. Returned merchandise that is received by us after 15 days (30 days for international customers) of receipt of merchandise or without a Return Authorization will not be accepted and returned to sender as an "unacceptable late return" or "unauthorized return".

If for any reason we have to cancel an order that contained custom manufactured, custom built or customized merchandise and was finished to completion or partial completion will be subject to a 25% fee which will be assessed to the refund.

Any merchandise returned for refund because customer changed their mind or no longer need the parts are subject to a 10% restocking / inspection fee.

Any merchandise returned must be in new, unused, unaltered, unmodified condition, this includes item packaging.  If any merchandise and its packaging does not meet this criteria then the item cannot be returned, exchanged or refunded.

All merchandise that was sold with Free Shipping and is returned for refund or exchange will be assessed a re-shipping fee according to our standard shipping rates based on merchandise sale cost.

No returns, exchanges or refunds on all special order, custom built, custom manufactured or customized merchandise.

Any shipment or order returned to us as refused, no such person at address or in any way returned to us and we are unable to contact the original purchaser to make arrangements for re-delivery will be subject to 10% restocking / inspection fee (25% for custom built, custom manufactured or customized merchandise) which will be deducted from the refund.

Returned items must be shipped postage/freight 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.

All exchanges are subject a return shipping charge, including those purchases that may have initially qualified for free shipping. Domestic customers exchanging merchandise return shipping cost will be based on our USA Shipping rates for the merchandise value. International customers exchanging merchandise return shipping cost will be based on our International Shipping rates for the total parcel weight.  The best method for an exchange is to place a new order for the merchandise you wish to exchange an item for and request a refund for the returned merchandise, it's just much simpler and you will get your merchandise quicker.

There may be times when the United States Postal Service  may have to trace a package (although very rare, it may happen), please allow time for the package to be traced. OverDrive Custom Guitar Works is not responsible for the extra time this may take.  Claims for all packages damaged in transit must be made through the carrier by the buyer.

Ship eligible return items to the address on your Sales Receipt and don't forget the Return Authorization number (RA#).

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.

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.

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.

2.0 - 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.

2.1 - 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 and agree to all of the preceding terms and conditions on this page.

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Home All prices are subject to change. All orders are subject to product availability. All prices are in USD.
OverDrive Custom Guitar Works reserves the right to cancel any order.

Fender®, Strat®, Stratocaster®, Tele® & Telecaster® are registered trademarks of the Fender Musical Instrument Corporation.
OverDrive Custom Guitar Works is not affiliated with Fender Musical Instrument Corporation.

All content and photography are the sole property of OverDrive Custom Guitar Works and are not public domain.
Unauthorized duplication or usage of any content of the OverDrive Custom Guitar Works web site is strictly prohibited.

OverDrive Custom Guitar Works is an authorized Fender® parts and accessories dealer, authorized Seymour Duncan dealer and an authorized Allparts dealer. 
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