FREQUENTLY ASKED QUESTIONS
- What does the order status mean?
The statuses "Processing" and "Complete" indicate that the order has been successfully entered into our system and is currently in the packaging phase. Once the order has been finalized and dispatched, the status will be updated to "Shipped," accompanied by the corresponding tracking code for your reference. The "Shipped" status automatically triggers a notification sent to the email associated with your account.
- When will I receive my order?
As you progress through the checkout procedure, a selection of shipping methods tailored to your location will unveil estimated delivery times once the order has been dispatched from our facilities.
Please note that for orders containing tonewoods, the dispatch estimate spans from 1 to 5 business days.
Each shipping method is accompanied by a tracking code, ensuring you are promptly informed when your order is dispatched from our facilities. Should you encounter any unexpected delays, we encourage you to reach out to us via email or our social media channels for swift assistance.
- I’ve placed an order but there’s a mistake! What can I do?
If you have mistakenly ordered the wrong item or quantity, or if you've had a change of preference and wish to exchange an item, kindly reach out to us via email (example). Including your order ID, if possible, will expedite the process for both parties, ensuring a prompt resolution.
- Is this product really out-of-stock?
If a product is currently out-of-stock, you can use the "Notify me when available" button to fill out the "Stock Notification Request" form. We'll send you an email notification once the item is back in stock and ready for purchase. We check these forms daily to confirm the stock status and availability of the product.
- Does G&W makes custom tonewood/template/parts?
We can make a few adjusments on the products we manufacture so just tell us your ideas and what you need!
Please consider some of them will be possible but others won’t, as we’re not a custom parts/tonewoods/templates manufacturer.
Custom parts can be more expensive than the standard ones.
(Customization not applicable on retail products).
- Can I shop at G&W facilities?
Sure you can, show up whenever you need our products. If you’re in a hurry, you can place an order and pick it up here or bring your own list of products you want to check and buy.
In case you’re interested in a tonewood blank (which takes 1/2 days of work), a pre-order and payment is required.
- Does G&W manufactures guitars?
We build guitars from time to time but just for our own pleasure and entertainment. Some of them make their way to our website waiting for a new owner!
- Does G&W offer repair or setup services for guitars?
We do not provide those services, we’re just a luthier supplying company. Anyhow, we can provide you some contacts of well-known tech’s in Portugal.
Thank you for choosing G&W!