Shipping policy

For additional terms, please see our full General Terms and Conditions.

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Shipping Policy

Where We Ship

We ship guitars and accessories from Toronto, Ontario, Canada to customers throughout Canada, the United States, and selected international markets.

Processing Times

In-stock products are generally shipped after payment has been received and confirmed.

Custom instruments are shipped following completion, inspection, and final payment.

Estimated delivery dates are estimates only and are not guaranteed.

Shipping Charges

Shipping and insurance charges will be disclosed during checkout or included in your order confirmation.

Customs, Duties and Import Charges

Customers are responsible for customs duties, taxes, brokerage fees, and import charges where applicable.

United States Customers

Frank Brothers guitars are manufactured in Canada.

Under the Canada–United States–Mexico Agreement (CUSMA), qualifying Canadian-made products are generally exempt from customs duties when imported into the United States.

As a result, most U.S. customers will not be required to pay customs duties on qualifying Frank Brothers instruments.

Ownership and Risk

Unless otherwise stated in your order confirmation, shipments are made FOB Toronto, Ontario.

Ownership and risk of loss or damage pass to you when the goods are released to the shipping carrier, except where applicable consumer protection laws provide otherwise.

Receiving Your Order

Please inspect your shipment immediately upon delivery.

You will be deemed to have accepted the goods unless we receive written notice of any rejection, including the reasons for rejection, within three (3) calendar days after delivery.

Shipping Damage and Insurance

If your shipment arrives damaged:

  1. Keep all packaging materials.
  2. Take photographs of the damage.
  3. Notify the carrier where appropriate.
  4. Contact us as soon as possible.

Where insurance has been purchased or included, we will reasonably assist with the claims process.

All claims remain subject to the carrier's terms and conditions.

Partial Deliveries

We reserve the right to ship orders in instalments or partial shipments where commercially reasonable.

Any delay affecting one shipment does not affect the remaining shipments.

Incorrect Addresses and Refused Deliveries

Customers are responsible for providing accurate shipping information.

Additional costs resulting from address errors, refused deliveries, storage charges, return shipping, or re-delivery may be charged to the customer.