FAQ
Ordering
Can I order direct from Airline Guitars?
Yes. We sell Airline Guitars directly from this website and ship worldwide, straight to your door.
Not sure about buying online? No problem. Every Airline guitar order is covered by our 45-day return and exchange policy.
What currency will I be charged in?
The currency displayed and charged is based on your shopping location, as long as that currency is supported by our store.
Please note that our prices are based on the USD value of each item. When viewing another currency, the displayed price may fluctuate depending on the current exchange rate.
Can I expect additional fees after ordering?
The amounts shown on your invoice reflect the exact amounts charged by Airline Guitars through our store.
If your shipping address is outside the United States, taxes, duties, VAT, brokerage fees, or import charges may be collected upon delivery by your local customs authority or carrier.
Some customers may also see a small international or foreign transaction fee from their bank or credit card provider. This is not charged by Airline Guitars.
How does pre-ordering work?
If an instrument is available for pre-order, you can place your order to reserve it. Pre-orders are paid at checkout unless otherwise stated.
Please see our Production Model ETAs page for incoming inventory updates.
Can I custom order a guitar?
At this time, we do not offer one-off custom builds.
However, we do run special projects through The Hanger, our pledge-based pre-order platform. If enough players reserve a proposed model, we put it into production. If not, deposits are refunded or credited.
Shipping
Orders ship from our facility in Chicago, Illinois.
Each guitar is checked, tested, inspected, and professionally set up before shipping. Most in-stock orders ship within 1-2 business days, though processing times may be longer during holidays, sales, or high-volume periods.
Tracking will be provided once your order is processed. A signature may be required upon delivery.
All shipments are guaranteed. If an item is lost, damaged, or misplaced in transit, contact us and we will help resolve it.
For more information, please visit our Shipping Info page.
How much does shipping cost?
For most guitars, domestic shipping within the United States is free. Expedited options may also be available at checkout.
For international orders, shipping is calculated at checkout based on your address. You can view available shipping rates before completing payment.
Do upgraded shipping options guarantee delivery by that date?
No. Upgraded shipping options such as 2-Day or Overnight refer to the carrier service used after processing. They do not remove order processing time.
Returns & Exchanges
Try any Airline guitar for 45 days. Love it or swap it.
Free returns within 14 days. Full exchange within 30 days. We stand behind every guitar we sell.
Return windows at a glance
| Return Window | Refund or Credit | Return Shipping | Outbound Shipping |
|---|---|---|---|
| 0-14 Days | Full refund | We cover it | Deducted if free shipping was applied |
| 15-30 Days | Exchange only. No cash refund. | Buyer pays | N/A |
| 31-45 Days | Store credit or exchange only | Buyer pays | Deducted from credit + 20% restocking fee |
Outbound shipping deductions apply only when your original order shipped free. If you paid for outbound shipping at checkout, no additional outbound deduction is made.
The 20% restocking fee in the 31-45 day window covers inspection, restringing, setup, and repackaging of a played instrument.
What if my item arrives damaged or defective?
We guarantee every Airline guitar arrives safe and as described. If your instrument arrives damaged or defective:
- Contact us promptly at support@airlineguitars.com
- We will provide a prepaid return label at no cost to you
- We will resolve the issue by exchange, refund, repair, or credit at our discretion
Damage or defect claims must be reported promptly upon receipt. Please do not attempt repairs or modifications before contacting us.
What if I changed my mind?
No problem. That is exactly what the 45-day window is for.
0-14 Days: Full Refund + Free Return Shipping
Submit your return request within 14 days of receiving your order and we will cover the return shipping label. Your refund will be issued for the purchase price, minus outbound shipping if your order originally shipped free.
15-30 Days: Exchange Only
Between days 15 and 30, we will gladly swap your guitar for a different model, color, or configuration. No cash refunds are issued during this window. You are responsible for return shipping.
If your exchange item is higher in value, you pay the difference. If it is lower, we issue store credit for the balance.
31-45 Days: Store Credit or Exchange + Restocking Fee
Between days 31 and 45, you may return for store credit or exchange. Return shipping is the buyer's responsibility. If your original order shipped free, the outbound shipping cost will be deducted from your credit. A 20% restocking fee also applies to the original purchase price.
How do exchanges work on discounted or promotional purchases?
If your guitar was purchased at a sale or promotional price, any exchange will be processed based on the original amount you paid, not the current retail price.
You are responsible for return shipping on the guitar coming back to us, as well as outbound shipping on the replacement. No shipping credits or complimentary labels are provided on exchanges of discounted items, regardless of which return window applies.
Before you return, can Airline help?
Many returns are preventable. Our team can often resolve setup issues, tone questions, or playability concerns in a single conversation.
Please contact us at support@airlineguitars.com before initiating a return.
What condition does my return need to be in?
All returns must arrive back to us in original condition to qualify:
- Original strings, nut, hardware, and factory setup intact
- No fret wear, strap button marks, finish scratches, or play wear
- All original packaging, hang tags, and accessories included
- No modifications of any kind
If an instrument arrives back showing signs of use, abuse, or missing components, an additional restocking fee may apply at our discretion, or the return may be declined.
How do I start a return?
Fill out our online return request form at airlineguitars.com/pages/return-request-form.
A member of our returns team will be in touch within 1-2 business days with next steps and, where applicable, a return shipping label.
Please do not ship your guitar back before receiving written authorization from our team.
Do pedals and electronics follow the same return policy?
The 45-day return window applies to Airline guitars only.
Pedals, effects, and other electronics are eligible for return within 30 days of purchase, subject to the same tiered conditions: original condition, original packaging, and no signs of use or modification. The shipping deduction method applies equally.
Are duties and import fees refundable?
Airline Guitars does not refund duties, taxes, VAT, brokerage fees, or import fees directly.
If you were charged duties or taxes upon delivery, those amounts may be reclaimable from your local government after completing your return. Please refer to your local customs authority for details.
What happens after 45 days?
Return requests submitted after 45 days of receipt are handled on a case-by-case basis at our sole discretion.
Are final sale items returnable?
Items listed as Clearance, Overstock, Open Box, or B-Stock are final sale. These items are sold as-is and are not returnable or exchangeable.
Final sale items are still covered by our standard warranty and guaranteed to arrive as described.
Product
Where are Airline guitars made?
Airline guitars are made in select factories in Korea, Indonesia, and China. Final inspections and setups are performed at our facility in Chicago, Illinois.
Many accessories, including select cases and Airline straps, are made in Canada.
How much do Airline guitars weigh?
Published weights are averages. Wood is an organic material, so the weight of individual instruments can vary, even within the same model.
Most guitars are close to the listed average, but actual weights may vary by a pound or more. If you need an instrument within a specific weight range, contact us and we will do our best to help.
Do Airline guitars come with a warranty?
Yes. When you purchase from this website, you are automatically covered by Airline's Limited Lifetime Warranty Program.
Airline warrants instruments to be free from defects in materials and workmanship for as long as the original retail purchaser owns the instrument. Electronics, tuning machines, and case hardware are warranted for one year from the original purchase date.
Do Airline guitars ship with a case?
Unless otherwise specified on the product page, guitars purchased from our website do not include a case.
Please view our case and gig bag selection for available options.
Parts
Do you sell replacement parts?
At this time, we do not offer a full catalog of replacement parts for sale.
The one exception is our replacement metal Airline logo emblems, which are available periodically through our website.
We know many customers would like access to replacement hardware and components, and we're actively working on a long-term parts solution. Stay tuned for future updates.
Cases
Do you sell hardshell cases?
Not at the moment. We currently do not have hardshell cases available for purchase.
Offering properly fitted Airline hardshell cases is something we're actively working on, and we hope to have them available in the future. Keep an eye on our website and social media for updates.
Gift Cards & Credit Notes
Do you offer gift cards?
Yes. Digital gift cards are available in varying amounts. After purchase, you will receive an email with a code that can be applied to a future order.
Gift cards can be used toward any item in our store and do not expire.
I have a credit note. How can I use it?
If you received a credit note from our team, please contact us at info@airlineguitars.com to apply it to a future order.
Credit notes expire after three years unless otherwise stated.
Artists
I am a professional musician. Can I get an Airline discount?
Please fill out our Airline Artists Submission Form.
Preferred requirements are that you or your band:
- Tour nationally
- Have recorded material for sale
- Have a press kit
- Are on a record label
- Have management
We also consider studio musicians who work with high-profile artists.
Dealers
How can I become an Airline Guitars dealer?
If you are interested in becoming a dealer, please contact us or complete the Airline Guitars Dealer Application Form.