Shipping & Return Policy

Shipping and handling

 

Israel Customers

Please contact sergei.erg@gmail.com for special Israel Ordering Instructions.

 

International Customers

Please contact sergei.erg@gmail.com for special International Ordering Instructions.

International Shipping Rate Chart

Click here for shipping rates to your country.

 

Continental US Customers

Shipping and handling via EMS: Tracking and insurance are included.

Most stock orders ship within 5 business days after receiving and clearing of your payment; transit time is an additional 1-5 business days.

All Custom orders are shipped from the factory in Israel. Polak Guitars will provide you a custom build progress report, so you can track the production of your instrument.

Most custom orders ship within 150 to 180 business days after receiving and clearing of your payment; transit time is an additional 15-20 business days, plus additional 5 – 10 business days for customs clearance.

Click here to learn more about why Polak Guitars takes a bit longer to ship a guitar compared to other shops.

Polak Custom Guitars does not charge sales tax for purchases made outside of the State of Washington.

 

Alaska, Hawaii, and APO/FPO Customers

Instruments are shipped via EMS: Tracking and insurance are included.
Most stock orders ship within 5 business days after receiving and clearing of your payment; transit time is an additional 6-10 business days.

All Custom orders are shipped from the factory in Israel. Polak Guitars will provide you a custom build progress report, so you can track the production of your instrument.

Most custom orders ship within 150 to 180 business days after receiving and clearing of your payment; transit time is an additional 15-20 business days, plus additional 5 – 10 business days for customs clearance.

Polak Guitars does not charge sales tax for purchases made outside of Washington.
Polak Guitars will not pay or reimburse any import taxes, duties, or other related fees.

 

Return policy and procedures

Polak Custom Shop orders cannot be canceled, returned or refunded.

For all non-custom orders (stock models, accessories, etc.), returns are accepted but must be authorized with a Return Merchandise Authorization (RMA) Number within seven business days of receiving the product.

Israel and International customers please call +972 54.447.0894  or email sergei.erg@gmail.com for your RMA Number.

USA and Canada customers please call +1 800.390.9711 x802  or email sergei.erg@gmail.com for your RMA Number.

 You can also fill in an RMA form online: RMA Form

 

You are responsible for all shipping charges unless you received the wrong merchandise or if the merchandise arrived damaged due to shipping.

·         Refund payment method is the same as your original payment method

·         If payment method was American Express, then your refund amount will be reduced by 3.5% because American Express does not refund that amount to us (this does not apply to Visa, MC, or Discover)

·         Items will not be replaced or refunded when misused or abused

·         Shipping costs are non-refundable

·         Modification and Labor Charges are non-refundable

o    For example, a payment you made to Polak Guitars to have your instrument set up differently than how it is normally offered is not refundable

·         A 15% restocking fee may apply if returned merchandise is not in like-new condition

Please use all original packing materials when returning the product. Call or email us for step-by-step re-packaging instructions. If the returned instrument is damaged due to insufficient re-packaging, then your total refund amount will be adjusted downward, or the instrument may be sent back to you. If the returned instrument is damaged due to rough handling by the carrier, then your total refund amount will not be affected. Polak Custom Guitars is not responsible for lost or damaged merchandise during return shipping. We highly recommend return shipping with  USPS with a tracking number and purchasing insurance for your package.

Israel and International customers please call +972 54.447.0894  or email sergei.erg@gmail.com for any questions or concerns regarding returns.

USA and Canada customers please call +1 800.390.9711 x802  or email sergei.erg@gmail.com for any questions or concerns regarding returns.