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FAQ

What are your shipping policies?

Shipping amounts are calculated using carrier rates, along with a small handling fee and will be shown during the checkout process. All orders are shipped Monday - Friday via FedEx and are not available by any other means. We offer Home Delivery, 2Day, and Standard Overnight shipping options. We are unable to ship orders to P.O. boxes or APO/FPO addresses.

International shipping:
Shipping amounts are calculated using carrier rates, along with a small handling fee and will be shown during the checkout process. All orders are shipped Monday - Friday via FedEx and are not available by any other means. We offer International Priority and International Economy as options. To verify estimated shipping times, please contact your local FedEx store at http://www.fedex.com/

Am I paying sales tax and how is the tax calculated?

We are required to collect sales tax from the following states: FL, IL, MI, NY, TN, TX, WA, CA, DC, MN, OH, AR, CT. The tax amount paid is based on the shipping address and is calculated according to the state's tax law.

International Shipping and Sales or VAT Tax: If you are shipping to a country OUTSIDE the USA, Gibson Online Store will NOT charge you for any applicable import tax, customs duty, brokerage fees, or VAT charges. Any additional charges (if required by YOUR country) will be collected by FedEx when the product is delivered or by a third party brokerage firm (where applicable). To determine what these charges will be, you should contact either your local government or your local FedEx office.

Gibson Online Store is required by U.S. law to declare an accurate monetary value on all shipments.

How do I cancel an order?

In order to cancel an order, it must be within 24 hours of placing the initial order and standard shipping must be selected as the shipping option. If the order meets these criteria, please call 1.800.4.GIBSON (U.S. only, 24 hours a day, 7 days a week) or 1.615.871.4500 (outside of the U.S., Monday – Friday, 8:00-5:00 p.m. CST). We do not guarantee that orders can be canceled.

I have changes to make to my order, what do I do?

In order to change an order, it must be within 24 hours of placing the initial order and standard shipping must be selected as the shipping option. If the order meets these criteria, please call 1.800.4. GIBSON (U.S. only, 24 hours a day, 7 days a week) or 1.615.871.4500 (outside of the U.S., Monday – Friday, 8:00-5:00 p.m. CST). We do not guarantee that orders can be changed.

What is your return and/or exchange policy?

If you are not 100% completely satisfied with your purchase, return it within 30 days of the invoice date for a full refund of the product purchase price, full credit, or exchange of your choice. Depending on the return situation and condition of product, at Gibson’s discretion returns may be subject to a 15% restocking fee.

All products must be returned within 30 days of invoice date and meet the criteria specified below:

  • Strings – Only defective accepted and cannot show signs of long-term usage. This also includes incorrectly packaged string sets.
  • Instrument care –Product may only be returned if unopened.
  • Accessories (Straps, etc) – Product cannot show signs of long term use.
  • Parts – Product cannot show signs of long term use.
  • Pickups – Product cannot show signs of long term use. Additionally, we offer the option of after 30 days and up to 60 days of invoice date, returns can be made for an exchange of another Gibson Pickup only of equal or lesser value.
  • Clothing – Product may only be returned in new condition.
  • Jewelry – Product cannot show signs of long term use.

To return your shipment, please follow the return steps listed here, and pack your return carefully to prevent damage in shipment. All returns must:

  1. You must obtain and include a Return Merchandise Authorization Number. The RMA number is obtained by contacting our 24/7 Customer Service Dept. at 1-800-4GIBSON (U.S. only, 24 hours a day, 7 days a week) or 1.615.871.4500 (outside of the U.S., Monday – Friday, 8:00-5:00 p.m. CST) or by sending an email to service@gibson.com. This RMA number must appear on the outside of the returned package(s). Call tag to return product will be issued along with the RMA number.
  2. Product must be in the original packaging complete with all collateral materials such as mounting hardware, care kits, hang cards, certificates of authenticity, warranty cards, manuals, and any other materials that originally shipped with the product.
  3. For returns based upon taste (only acceptable within 30 days), product must be in brand-new condition, showing no signs of wear or use such as scuffs, dings, or scrapes. All collateral materials should be in the same condition as when they were shipped.
  4. Contain copy of sales receipt generated at time of sale.

Returns missing any of the above are subject to refusal, or a 15% restocking fee at Gibson’s discretion. Returns purchased from the Gibson Online Store only be made through Gibson Customer Service, and not through a Gibson Authorized Dealer.

I received my order and it is damaged, what should I do?

If you can, do not accept the order and the mail delivery service will return it to us, at which point a new product will be sent to you. If the order has been accepted, please call 1.800.4.GIBSON (U.S. only, 24 hours a day, 7 days a week) or 1.615.871.4500 (outside of the U.S., Monday – Friday, 8:00-5:00 p.m. CST) for further instructions.

What payment methods are acceptable?

We accept the following major credit and Check Cards:Diners Club, Discover, JCB, Laser, Maestro, MasterCard, VISA

Do you accept multiple payment methods?

Currently we do not accept multiple payment methods.

What is the warranty policy?

Gibson Online Store offers the following warranty on its product offerings:

  • Strings – No warranty after 30 days from invoice date.
  • Instrument care – No warranty after 30 days from invoice date.
  • Accessories (Straps, etc) – No warranty after 30 days from invoice date.
  • Parts – There is a limited lifetime warranty for manufacturing defects (contact 1.800.4.GIBSON for more information).
  • Pickups – There is a limited lifetime warranty for manufacturing defects (contact 1.800.4.GIBSON for more information.)
  • Clothing – No warranty after 30 days from invoice date.
  • Jewelry – 1 year limited warranty against manufacturing defects, provided product does not show excessive wear or abuse (contact 1.800.4.GIBSON for more information).

Is ordering online secure?

Yes, our ordering system is completely secure. We use the industry standard encryption protocol known as Secure Socket Layer (SSL), to keep your order information secure. We guarantee that every transaction you make will be safe and secure.

I have questions about my specific part and its compatibility with my guitar, who can I ask?

If you need help with a specific part, you may call 1.800.4.GIBSON (U.S. only, 24 hours a day, 7 days a week) or 1.615.871.4500 (outside of the U.S., Monday – Friday, 8:00-5:00 p.m. CST) or email service@gibson.com for assistance.