At StewMac Shop, we understand that precision instrument building requires tools that meet your exacting standards. Just as you approach your craft with care and attention to detail, we approach your satisfaction with the same level of dedication. If any product doesn’t meet your expectations, we’re here to make it right.
Our Return & Exchange Commitment
We stand behind every tool, component, and supply we sell. If you’re not completely satisfied with your purchase, you can return most items within 15 days of receiving your order for a full refund or exchange.
Return & Exchange Process
1 Initiate Your Return Request
Contact our customer support team within 15 days of receiving your order. Our team—comprised of experienced luthiers and instrument repair specialists—understands your needs and will guide you through the process.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Message Template:
Dear StewMac Shop Support Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [List product names and quantities] Reason for Return: [Please describe the issue or reason for return] Preferred Resolution: [Refund / Exchange for (specific product)]
Please provide instructions for returning the item(s).
Thank you,
[Your Full Name] [Your Email Address]
2 Receive Return Authorization
Within 1-2 business days, our support team will email you a Return Merchandise Authorization (RMA) number and detailed return instructions. Please do not ship items back without this authorization.
3 Package and Ship Your Return
Carefully package the items in their original packaging with all included materials. Include a copy of your order confirmation or the RMA form. Ship to:
StewMac Shop Returns
12245 West 71st Place
Arvada, US 80004
RMA #: [Your assigned RMA number]
We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed.
4 Return Processing
Once we receive your return, our workshop team will inspect the items within 3-5 business days. We’ll then process your refund or exchange according to your preference.
Refund Information
Refund Timeline
- Credit Card/PayPal Refunds: 5-10 business days after return approval (processing time depends on your financial institution)
- Original Payment Method: Refunds are issued to the original payment method used for purchase
Shipping Costs
- Original shipping fees are non-refundable
- Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective product
Exchange Information
For exchanges, we’ll ship your replacement item once we receive and inspect your return. Standard shipping rates apply for exchange shipments.
Non-Returnable Items
Due to the specialized nature of our products and hygiene considerations, the following items cannot be returned unless defective:
- Buffing compounds and finishing materials (opened containers)
- Electronic components (capacitors, pickups) once removed from original packaging
- Cutting tools and blades that show signs of use
- Apparel (for hygiene reasons, unless defective)
- Custom-cut or special order items
- Software or digital products (once accessed or downloaded)
Defective or Incorrect Items
If you receive a defective item or incorrect product, please contact us immediately. We’ll cover all return shipping costs and expedite your replacement at no charge.
International Returns
For our global community of instrument craftsmen outside the United States:
- Return shipping costs are the customer’s responsibility
- Customs duties and taxes are non-refundable
- Please note that we cannot accept returns to some Asian countries and remote regions
Need Assistance?
Our customer support team—experienced luthiers and instrument repair specialists—is here to help with any return or exchange questions.
Email: [email protected]
Address: StewMac Shop, 12245 West 71st Place, Arvada, US 80004
We typically respond within 1-2 business days.
Note: This returns policy applies to purchases made directly through guitartoolstore.com. For purchases through authorized dealers or distributors, please contact them directly for their return policies.