Domestic Shipping

• We work hard to get your order on its way quickly. Most orders ship within two business days, and you’ll receive a tracking number by email as soon as it’s on the move.
• For customers in the mainland USA, we’re happy to offer free ground shipping on orders over $50. If your order is under $50, shipping will be calculated at checkout. If you need your items sooner, expedited options are available.
• Prefer to pick up your order from a FedEx Hold location? Just let us know before you place your order and we can arrange it. All of our carbon fiber guitars ship with signature service at no extra cost to ensure they arrive safely in your hands. Signature service is also available for other products if you’d like to add it. You can find more details about expedited and signature service by searching “shipping” on our website.
• Most shipments reach their destination in three to five business days. If you have any questions along the way, we’re always happy to help at info@journeyinstruments.com.

Overseas Orders and Shipping:

• Overseas Orders include any order shipped outside of the USA.
• For all orders outside the USA, the customer is responsible for any duties and taxes incurred. This may include, duties, tariffs, VAT and any other tax levied by your government on imported goods. If a customers payment on duties, they will be responsible any additional penalties or fees including demurrage, so we encourage prompt payment of any duties to the government in your importing country.
• If customers cancel an order after shipping, we will refund the amount of the order, less all shipping (to and from the customer), customs, and related fees that have been incurred.
• Overseas (non USA) Orders will be processed by Convergent Sourcing Limited, Hong Kong – the designated international procurement company for Journey Instruments.
• All additional overseas credit card fees should be charged to us, not to the customer.
• Our free return policy does not cover overseas orders. For any overseas return, the customer is responsible for return shipping and any duties/taxes incurred. For this reason we recommend customers outside of the USA to order from a nearby Licensed Journey Instruments Store, or authorized reseller.

Returns & Exchanges

What if there is a problem with my order?

If there’s a problem with your order, the first thing to do is email our Customer Service team at info@journeyinstruments.com and provide a detailed description of the issue. We’ll take care of you and do whatever it takes to make it right.

What if I receive a defective product?

If you believe you’ve received a defective product, contact our support team at info@journeyinstruments.com and we’ll respond quickly with assistance or provide you with a Return Authorization (RTN) number. If we determine the unit failed under warranty within 30 days of purchase, we will cover shipping costs within the mainland USA to replace the unit for you.

“No Hassle” Return Policy:

We want you to be completely happy with your purchase. If you are not satisfied with any product, for any reason, you may return it for a refund of the purchase price, an in-house credit, or an exchange for another product within 30 days from the date you receive your order.

For customers in the mainland USA, return shipping within this 30-day period is free. International customers are responsible for return shipping costs.

Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

How to Make a Return:

To make a return, please first email Customer Service at info@journeyinstruments.com for an RTN (Return Authorization) number. Next, to ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the checklist below:

• Write the RTN number on the shipping label, not on the product box itself.

• Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.

• If your package was originally shipped double-boxed, please return it double-boxed.

• The product should be packed in the original product box with the UPC codes intact.

• When repacking the product box, avoid using duct tape or other adhesives that can leave residue.

• Please use a shipping method that is trackable, such as FedEx or UPS.

• For mainland USA returns, we will provide a prepaid return shipping label.

• International customers should insure packages for the invoice value and choose a trackable shipping method.

Unless instructed otherwise, please address the package to:

Journey Instruments
Attn: RTN# (provide return authorization number)
Journey Instruments USA
2141 Thomas Arnold Road
Salado, Texas 76571

Warranty

Journey Instruments Limited offers a limited warranty to the original purchaser that our products will be free from defects in material and workmanship at the time of delivery. This warranty is only offered to original purchasers of Journey Instruments Limited’s products purchased via authorized dealers and is non-transferable.

The warranty in its entirety is described below:

1.  The Following Products and components are covered under warranty:
   • Stringed Instrument body, neck, and neck attachment components: Journey Instruments Limited warranties these for the life of the product.
   • Electronic components and products such as amplifying devices, pickups, transducer elements etc.: Journey Instruments Limited warranties these components and products for a period of one year.
   • Instrument bags and cases: Journey Instruments Limited warranties these for a period of one year of normal use.
2. No Warranty will be provided for the following:
   •  Components of products that are subject to normal breakage and wear-and-tear. This includes, but is not limited to, instrument strings, frets, tuners, finish checking hazing or cracking, pick scratch marks, plating finish wearing on instruments and cases, etc.
   • Defects, problems, or issues on instruments and products that result from negligence, improper maintenance or use, modification, abuse, or exposure to extreme temperature and humidity.
   • Any components that are manufactured by a third party brand.
   • Any instrument that has been repaired or services without authorization from Journey Instruments Limited.
   • Subjective preference in tone or playability when action is lowered below factory standard.
3. Warranty will be voided under these circumstances:
   • For wood steel string guitars, (with the exception of the Puddle Jumper series with 23 inch scale) use of any string set other than light strings will void this warranty. Because of the shorter scale, Puddle Jumper steel string guitars can handle string tension up to 13-56 D’addario Medium strings. All other steel string wood guitars must use light gauge strings.
   • For nylon string wood guitars, use of any string set with higher tension than medium tension strings will void this warranty (with the exception of the OC660M which can handle high-tension strings).
   • Any tampering or removal of neck attachment bolt or latch mechanism unless approved by a Journey Instruments Official Rep will void this warranty.
4. Repair or replacement procedures and policy:
   • Purchaser must provide proof of original purchase in the form of an original receipt to the authorized dealer from which they purchased their product and return the product to be repaired. The dealer will verify the claim and manage the shipment and work with Journey Instruments Limited’s authorized service center.
   • Repair or replacement of products are to be conducted at an official Journey Instruments Limited service center. Purchaser must pay the authorized dealer in advance the full cost shipping and insurance (to and from authorized service center, along with customs fees and duties if applicable) of a product in need of repair.
   • Should Journey Instruments Limited determine that the asserted defect is excluded from this Limited Warranty, the product shall be returned without repairs or replacement, via pre-paid shipping by the purchaser.
   • In the unexpected event of damage or loss of the purchaser’s product by theft, fire, or other event that may occur while in Journey Instruments Limited’s possession, any liability shall not be in excess of the replacement of the product with a new product of the same or most similar kind available.
   • No liability will be assumed by Journey Instruments Limited in the event of loss or damage to the purchaser’s product while in transit to or from the specified repair center. The purchaser shall be responsible for any and all risk of loss during transit.
5. Journey Instruments Limited’s warranty obligations are limited to:
   • The repair of any product or component that is claimed to be defective will be done by means of available materials, tools, and procedures at the time of claim.
   • The repair or replacement of such product or component as deemed necessary by an official repair technician of Journey Instruments Limited.
   • If replacement is necessary, the purchaser’s product shall be replaced with a product of the same or most similar kind and value available.

This Limited Warranty is the exclusive sole warranty of Journey Instruments Limited and is made in lieu of all other warranties, expressed or implied, including any implied warranties of merchantability and fitness for any purpose. In no event will Journey Instruments Limited be liable for special, indirect, incidental, or consequential damages of any kind, regardless of how arising – including, but not limited to, damage to property, person, loss of profit or damages of any kind that are related to or a result of the production, sale, delivery, maintenance, repair, or use of any products or services. This Limited Warranty shall be controlling over any contradicting or conflicting terms and conditions of any and all other contracts, purchase orders or other documents that may be in effect with regard to Journey Instruments products.