FAQ

ORDERING

CAN I ORDER DIRECT FROM A GUITARS?

Yes! We sell Airline® Guitars directly from this website, and ship worldwide, straight to your door. Not sure about buying online? Don't fret... every order through us qualifies for our Zero-Risk Returns policy.


WHAT CURRENCY WILL I BE CHARGED IN?

The currency that is displayed and charged to you is based on the address that you are shopping from, as long as it is supported by our store. Our store currently supports AUD, CAD, EUR, GBP, and USD. If you wish to change the currency display, you can select from the drop down menu at the bottom of our webpage.

Please note that while we do charge in these currencies, prices on our website are always based on the USD value of the item. For example, if a guitar is priced at $499 USD, it will always display as $499 when viewing currencies in USD. When viewing in alternative currencies, the shown price may fluctuate depending on the current exchange rate from USD.


HOW DOES PRE-ORDERING WORK?

If the instrument you want is not currently in stock, but is available for pre-order, you can place an order for it now to reserve it. All pre-orders must be paid for at the time the order is placed. If you do not wish to pay the full amount up-front, we have financing options available which will allow you to spread the total cost over time.

Please see this page for a list of all incoming inventory.


CAN I EXPECT ANY ADDITIONAL FEES TO BE CHARGED AFTER ORDERING?

The amounts shown on your invoice reflect the exact amounts charged by us, through our store.

If your shipping address is outside of the US, Canada, or the UK, there will be taxes / import duties to pay post-purchase on delivery. (ie: if you are in the EU, VAT and any applicable import fees would be collected on delivery.)

Regardless of where you live, some customers may see a small (usually 3%) "International" or "FX" fee on their statement post-purchase. This is not a charge from us, but from your bank. Please contact your bank / credit card provider for more information if you've received such a charge.


CAN I CUSTOM ORDER A GUITAR?

At this time, we do not offer individual custom builds. That being said, we're always running ideas for new models on our Custom Projects page.

These are instruments that do not yet exist, but rather are ideas for new models that you can help come to fruition. Think of them as "Kickstarter" campaigns - we collect a small deposit up front, and if the project garners enough interest, the instrument goes into production. Once complete, we collect the remaining balance, and ship your guitar.

For more details, please see this page.

P.S.: We love hearing new suggestions for models. If you have an idea, please let us know!


SHIPPING

Our warehouse is in Chicago, Illinois. Orders are fulfilled with the quickest shipping time to reach you.

It's the same fast delivery no matter where it ships from, and each guitar will receive a professional set-up before shipping. Typically 2-5 days delivery to your door with full email tracking. 

All of our shipments are 100% guaranteed. If an item is lost or misplaced during transit, we've got your back. However, if you would prefer your order to require a signature on delivery, you can opt for that here.

Please view our shipping page for more information.


HOW MUCH DOES SHIPPING COST?

For most* guitars, Domestic Shipping throughout the US is FREE. There are expedited options available as well, which you will be presented with at checkout.

If having a guitar shipped outside of the US, we offer fast and affordable shipping. A total shipping fee will be calculated at the end of checkout, based on your address. 


RETURNS

DO YOU HAVE A RETURN POLICY?

Yes. If you are not happy, we are not happy. If you receive your item and simply do not like it for any reason, you can return for a full refund (less shipping) within 45 days of your purchase date.

If the item is "not as advertised", damaged or needs additional setup, we will refund, repair or replace at our expense, including shipping costs (UPS Ground only).

Between 45 - 120 days, if you wish to return your item, we will retain a 20% restocking fee from your refund amount. After that time we will entertain returns or exchanges on a case by case basis only.

For more information, please view our zero-risk returns page.


HOW ARE REFUNDS CONDUCTED?

More often than not, when our customers send a guitar back it is for replacement or exchange for another model. However, If a refund is agreed upon, it will be issued via the same payment method that was used to place the order. Even if an original credit card has expired or has been canceled, refunds sent back to these cards are typically redirected to a new card. The only circumstances in which a refund would not be sent back to the original payment method are the following:

The order was paid for using cryptocurrency: All cryptocurrency purchases are refunded in USD, based on the exchange rate at the time of purchase.

The time limit for refunds via certain payment method has expired: Some payment providers (such as PayPal Express) have a strict deadline on when a transaction can be refunded. If a refund is decided upon after the deadline has been reached, an alternative method will be arranged.


PRODUCT

WHERE ARE YOUR GUITARS MADE?

We make Airline® Guitars in some of the best factories based in Korea, Indonesia, and China. Final inspections and set-ups are conducted at one of our facilities in the US or UK. Many accessories such as cases and Airline straps are Made in Canada.


HOW MUCH DO YOUR GUITARS WEIGH?

While it's a pretty safe bet to say that a Thunderstick will weigh a lot less than an Airline H78, there are a number of variables that can affect an instrument's final weight. After all, wood is an organic material; even two of the exact same models built at the exact same time and using the same materials can have a different weight.

For this reason, any weight measurements published on our website are to be considered as averages only. Final results are usually close to these values, but can sometimes be +/- as much as a pound or more. If you need an instrument to be within a specific weight range, we will do what we can to accommodate you.


DO YOUR GUITARS COME WITH A WARRANTY?

Yes, when you purchase from this website you are automatically enrolled in Airline's Limited Lifetime Warranty Program. Airline warrants all instruments to be free from defects in materials and workmanship for as long as the original retail purchaser owns it. Electronics, tuning machines, and case hardware are warranted for a period of one year from the date of original purchase. We also offer the option of purchasing our fantastic extended warranty options Lifetime Plus or Lifetime Prime.  


DO YOUR GUITARS SHIP WITH A CASE INCLUDED?

Unless otherwise specified, any guitar purchased from our web-store will not ship with a case included. Please view our Case / Gig Bag selection for availability.


GIFT CARDS / CREDIT NOTES

You can purchase a digital gift card of varying values from our store here. Upon purchase, you will receive an e-mail which includes a code which can be applied to a future order. Gift Cards can be used toward any item on our store, and have no expiry.


I HAVE A CREDIT NOTE. HOW CAN I USE IT?

If you have received a credit note from one of our staff members, please contact us at info@airlineguitars.com to apply it to a future order. Please note that all credit notes expire after three years.


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 to send us.
  • Are on a record label.
  • Have management.

or,

  • You are a studio musician who works with high profile artists.

DEALERS

HOW CAN I BECOME A DEALER FOR AIRLINE GUITARS?

If you are interested in becoming a dealer, please fill out our Airline Guitars Dealer Application Form.