Our Policies

The item selection and payment process is conducted in English only. Select the item(s) you would like to purchase by clicking the “buy now” button. Your shopping cart will then display the item, along with any items added previously. You can either then continue to add more items or proceed to the checkout. At the checkout stage, you will be brought to our payment-processing provider, PayPal. At this point, you can choose to amend, cancel or proceed with your order. If you have a PayPal account you can use your username and password to complete the order. If you do not have a PayPal account you can enter your payment and delivery details to complete the order. No account is necessary. Payments must be made with credit or debit card. Your order is not placed until you click the confirm button. When you do so you will be taken to a confirmation page, which will give you an order number and send a receipt to the email address you provided.

Online Security:

Our website development team is particularly concerned about the security of your credit card and associated details. For this reason, your credit card details are always sent to our online payment gateway, PayPal, using the SSL (Secure Sockets Layer) protocol. This is the industry standard technique of encrypting all data transmitted to and from a customer’s web browser to a web server and at present employs 128-bit encryption. Furthermore, at no point are your credit card details stored in any file or database on our web server or internal computer systems.

Delivery of Goods:

Goods are normally dispatched two to three business days after payment is received. Delivery charges are quoted for each item in your cart before any purchase commitment. If ordering from outside Canada then please contact us before you order so that we can give you an exact delivery cost for your location. Please be aware that there may also be an import or customs charge on items sent outside of Canada. It is the customer’s responsibility to check for any charges before placing an order.  The customer is responsible for the payment of all additional charges including customs charges.

United States: 3-7 Business days from date of shipment

Worldwide: 4-30 Business days from date of shipment

On rare occasions, delivery can take longer than this, but we can provide a tracking number for your order so that it can be traced.

Goods will be insured for delivery either by ourselves or by our chosen shipping company. If the goods get lost in transit, please use your tracking number to find out what delivery progress the goods have made. We will also investigate the matter and if the goods are deemed to have been lost, a full refund will be given. If you are not at home when the goods arrive, the delivery person will leave a note with information as to where the goods can be picked up (a local post office depot). If the goods are damaged on arrival, please contact us immediately. A full refund will be given provided the item(s) are returned to us with all original packaging materials and parts.

International Postage:

All purchases will be charged the Canadian delivery costs at the time of payment via PayPal. A surcharge will apply for international deliveries. Please contact us in advance for a quotation; otherwise, you will be emailed a PayPal invoice requesting the balance of postage costs prior to the dispatch of your item.

Examples of international postage costs for one guitar:

US: $0-39 USD

New Zealand: $49-99 USD

Europe: $49-99 USD

Warranty: 1 Year manufactures warranty

Returns Policy:

Domestic Shipments & International Shipments:

If an item is found to be faulty or defective, a full refund will be given provided it is returned within 14 days after the day of arrival with all original packaging and parts. Certain items such as guitar strings cannot be returned simply because they “break”. It is the nature of guitar strings to break if they are stretched too much or put on a guitar improperly. Returns of items that are not defective, faulty or damaged, can be returned within 7 days after the day of arrival, provided they are returned in their original condition with all packing materials and parts for a refund of the purchase price. All custom orders can be canceled within 7 days from the time of purchase. Custom orders will only be refunded if the instrument is deemed defective. Please note that shipping charges are not refundable and are the responsibility of the customer. Any best offer price or special pricing is a final sale. Always contact us first before returning any item.

Notice to all international customers: we have secured all required CITES permits for the new Rosewood regulations.

Privacy Policy:

Twistedwoodguitars.com Privacy Statement At Twisted Wood Guitars, we value the trust of our customers. To earn your trust, we respect your privacy in handling personally-identifiable information relating to you and your transactions with us. This Privacy Statement describes the personally identifiable information we gather about you, what we do with it and the safeguards we have in place to protect it. What personally identifiable information does twistedwoodguitars.com request? You may browse our website without supplying any information, but we will need to collect personally identifiable information to process any orders you make. We collect personally identifiable information that you voluntarily provide to us when you make a purchase on the website or contact us by e-mail. This information may include your name, postal address, e-mail address, etc.

Cookies?

In order to use our website, your computer must accept the use of cookies, which are small data files that are stored on your computer’s hard drive. Cookies do not contain personally identifying information and do not give us control over your computer. They simply hold a unique reference number which allows the website to distinguish the contents of your shopping basket from other users of the site. Please note that at present we employ cookies that exist only during your session on our website and do not remain on your computer when you close your web browser. These cookies are then re-created when you visit the site next time. We reserve the right to start employing persistent cookies in order to facilitate a shopping basket system that remembers what you have in your basket between different sessions on our website.

How does twistedwoodguitars.com use personally identifiable information about me?

The personally identifiable information that you voluntarily provide to us will be used to process your orders and may be used to identify you within our systems. We may use your email address to contact you if we have questions about your order. We may also use your email address to notify you about new services or special promotional programs, or send you offers or information upon your request.

With whom might twistedwoodguitars.com share personally identifiable information about me?

We will not disclose personally identifiable information about you to others except as disclosed in this Privacy Statement or as specifically authorized by you at the time the information is collected. We contract with third parties to provide specific products or services to you. For example, an outside shipping company to ship orders; and we may use outside service providers to operate certain aspects of our website and to send e-mails. These service providers are provided with only the information that they need to perform their functions and are not permitted to use or disclose your personally identifiable information for other purposes without your authorization. We do not sell, rent, exchange or disclose any of this information with any other companies or marketing schemes.

How is my personally identifiable information protected?

We have implemented numerous safeguards to reasonably and adequately protect personally identifiable information. Our databases are protected by physical, technical, and procedural measures that restrict information access to authorized persons in accordance with this Privacy Statement and the Data Protection Act. Our information systems are maintained in a private network behind a firewall to isolate them from access by other networks connected to the Internet. Only employees who need the information to perform a specific job are granted access to personally identifiable information.