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Frequently Asked Questions

The following FAQ information is available:

Placing Orders

       How do I make payment?
       Can I exchange an item?
       What is your refund policy?
       What warranty do you provide?
       Can I get an Extended Warranty?

U.S. Shipping Notes

       When do you ship orders?
       Do you backorder items?

International Shipping Notes

       International Orders

Miscellaneous

       How can I contact you?
       Do you have metal control plates or gold plated switches?
       Are your products for a left-hand player?
       Why are your prices high?

How do I make payment?

We exclusively use PayPal's shopping cart system because it is secure.
You do NOT need to be a member of PayPal to make purchases.
You can make payment using any of the options that are available with PayPal.
If you make payment using "pay by check", your item will not be shipped until PayPal confirms that payment for your check has cleared.

Can I exchange an item?

Within 14 days of the purchase date, products with packaging in unopened and unused condition that were purchased directly from our website (AweSome-Guitars.com) can be returned at the purchaser's expense to exchange for other product(s) that are listed on our website. To return any product for exchange, you need to use our website Contact Form to request a RA (Return Authorization) number and and be accompanied by a copy of your PayPal-generated proof-of-purchase receipt. The RA number must be on the returned container shipping label otherwise it will be refused. Enclose a note that states the item part number you wish to receive in exchange.

If the desired exchange product is of equal or larger value than that of the item(s) returned, there is no restocking fee. If the desired exchange product is of lesser value than that of the item(s) returned, a 15 percent restocking fee is applied to each returned item. The amount due (if any) for the exchange item to be received will be sent to you as a PayPal payment request and must be paid prior to shipment of the exchanged item.

What is your refund policy?

The following published refund policy applies to all refund requests.

• Within 14 days of purchase date, you can return your product for a refund. Your returned product must have been purchased directly from our website (AweSome-Guitars.com) and be accompanied by a copy of your PayPal-generated proof-of-purchase receipt for the returned product or no refund will occur.
• To return any product for a refund, you need to use our website Contact Form to request a RA (Return Authorization) number. The RA number must be on the returned container shipping label otherwise it will be refused.
• Return shipping is paid by Buyer.
• If the returned product original packaging is unopened and in new condition, Buyer will receive a complete refund.
• If returned product has been previously installed, buyer can incur both a refurbishing and restocking charge of up to 20 percent of the original product purchase price, and is solely based on our assessment of the returned product's condition and appearance. This fee is charged against, and withheld from, your refund amount if we need to spend time and materials to return your item to like new condition.
• If returned product is a KIT that is unassembled and in new condition, buyer will receive a refund.
  If returned KIT product has been previously assembled in any way — however slight, no refund is possible.
• All refunds are made exclusively via PayPal.

What warranty do you provide?

All AweSome Musical Instruments products purchased directly from our website (www.AweSome-Guitars.com) automatically come with an hassle-free, unconditional limited 14-day money-back warranty. If you receive a product that is broken and will not work as stated, we will either take it back and give you a replacement or a full refund — at your request (see "What is your refund policy" for details). You have our personal guarantee that you never have to worry about being stuck with a defective product purchase. All AweSome products are completely and lucidly described on our website and include adequate product photos. In addition, you are encouraged to ask questions before making any purchase. If the product you purchased is not defective, but is just not what you wanted, it's yours. You were given clear opportunity to ask questions before your purchase. This is a business, not a government social service agency that addresses buyer remorse issues.

Defective products that are covered under our limited 14-day money-back warranty can be returned at the purchaser's expense to receive either a replacement or refund.

To return any product for replacement or refund, use the following procedure:

1. Go to the Contact Form on our website (www.AweSome-Guitars.com) and request a RA (Return Authorization) number.
2. Purchaser is responsible for the cost of safely shipping the product to our repair facility.
3. The RA number must be on the shipping label (in the form of "RA: xxx") otherwise it will be refused.
4. Shipped product must include a copy of the PayPal-generated proof-of-purchase receipt or it will be returned at the purchaser's expense without performing any warranty action.
5. Returned products that have been confirmed to be non-customer-induced defective will receive the requested replacement (shipped at our expense) or refund. Products that are not defective will be returned at the purchaser's expense.
   
   It is advisable to use the published Test Procedure contained in our Document Library to test your board product and confirm that a defect exists before sending it to us. See document #2. Testing Instructions for PTM-T2, PTM-T3 and PTM-T4 Assembled and Tested Board products for more information.

You should use our Contact Form to ask questions before purchasing any of our products. Purchaser assumes all risk of liability with respect to the installation and use of these products.

Can I get an Extended Warranty?

All products purchased directly from our website (www.AweSome-Guitars.com) automatically come with a manufacturers 14-day warranty. You can also purchase Extended Warranty coverage specifically for our Pickup Tone Multiplier^TM switching system boards (either T4-Board, T3-Board or T2-Board products) or any product that that contain these boards. An Extended Warranty can be purchased only at the time you purchase the applicable product at the published MSRP, for either a one-year or two-year period. The receipt for the Extended Warranty must be the same date as the receipt for the applicable product or the Warranty will not be honored.

The following published Extended Warranty policy applies to all applicable products.

• You can purchase either a two-year or one-year non-refundable Extended Warranty. Combining Extended Warrany is not honored.
• Extended Warranty is only offered at the time of product purchase. No exceptions.
• Extended Warranty is not available for discount priced items.
• Extended Warranty only covers Pickup Tone Multiplier^TM switching system board (T4-Board, T3-Board or T2-Board) defects or failures.
• Extended Warranty for the Pickup Tone Multiplier^TM switching system board does not cover customer abuse, alteration or damage due to operation that is inconsistent with either the intended or normal use of these products.
• Extended Warranty does not cover pickguards, control plates, potentiometers, control knobs, pickups or any part of the upgraded instrument.
• Extended Warranty is not transferable.
• Extended Warranty is not available for Kit versions of either the T2-Board, T3-Board or T4-Board.
• We will repair or replace (at our option) the non-customer-induced defective Pickup Tone Multiplier^TM switching system product (T2-Board, T3-Board or T4-Board) that is covered under the Extended Warranty.
  
  It is advisable to use the published Test Procedure contained in our Document Library to test your board product and confirm that a defect exists before sending it to us. See document #2. Testing Instructions for PTM-T2, PTM-T3 and PTM-T4 Assembled and Tested Board products for more information.


• To return a malfunctioning product covered under our extended warranty, use the following procedure:
1. Go to the Contact Form on our website (www.AweSome-Guitars.com) and request a RA (Return Authorization) number.
2. Purchaser is responsible for the cost of safely shipping the product to our repair facility.
3. The RA number must be on the shipping label (in the form of "RA: xxx") otherwise it will be refused.
4. Shipped product must include a copy of the PayPal-generated proof-of-purchase receipt for both the Extended Warranty and the product that is covered under Extended Warranty. Both proof of purchase copies must have the same date of purchase to be valid. If both proof-of-purchase copies are not included, the item will be returned at the purchaser's expense without performing any warranty action.
5. Returned products that have been confirmed to be defective will either be repaired or replaced and returned cost-free at our expense. Products that are not defective will be returned at the purchaser's expense.
• Any/all Extended Warranty work does not roll back or reset the original Extended Warranty time duration.
• You may also have specific additional rights in your state.

When do you ship orders?

Orders are normally shipped within 1-2 business days (between Monday to Friday). We currently only ship using the U.S. Postal Service. Our first class shipping to U.S. addresses includes insurance and delivery confirmation.

Do you backorder items?

Although rare, there are times when we are in an out-of-stock situation for a specific product. This can occur when we have a special incentive or advertising that results in more sales than normal. We ship your order with currently stocked products and your backorder product(s) are shipped when they are in stock.

International Orders

International orders are only shipped via the U.S. Postal Service. USPS does not provide tracking information for shipments outside the United States. Because your shipped product will involve the customs agencies of both your country and our country, it may be as much as six to eight weeks (information directly from USPS) before you receive your item. This is something over which I have no control. Rest assured that you will receive your order. No shipped items have ever been lost.

We ship to all countries except China, whom we now blacklist because they do NOT have a track record of respecting the property and patent rights of other people on the planet. The piracy of intellectual property by hords of Chinese firms (with the complicit support of their government) has become a HUGE problem to every value producer on earth. Because of this, we REFUSE to sell to anyone in China.

How can I contact you?

We are exclusively an online business. We have no retail store, no salespeople and no telephone staff. But we support our customers 100% and are more than happy to answer any of your questions via email. You can use our Contact Form to send your comments/requests. Emails are answered when time permits during normal business hours: M-F/ 9am-5pm E.S.T.

Do you have metal control plates or gold plated switches?

We only offer black plastic control plates for our Telecaster and Jazz Bass products. We only use standard switches. You can always purchase one of our products and transfer the parts to a specially made control plate. With the KIT version you can also replace our stock switches with your gold plated versions.

Are your products for a left-hand player?

We have Hyper-Mod^TM products for right-hand Stratocasters with an SSS pickup configuration. Customers with different needs (either left hand or non-SSS pickup configuration) can directly contact WD Music products (wdmusic.com) and have them make a custom pickguard made to your specifications. You can purchase all the parts (i.e., switching system and volume/tone controls) to populate your custom pickguard. Our Telecaster and Jazz Bass products can be used in either right hand or left hand instruments. All of our Pickup Tone Multiplier^TM switching system boards and KITS can also be used in either right-hand or left-hand instruments.

Why are your prices high?

Unlike the Salvation Army (or the U.S. Government) this business must be profitable. In order to continue bringing you the finest and most revolutionary pickup tone enhancing products on the planet, this company needs to have a survivable positive cash flow. Because our products are manufactured in the U.S.A., the labor cost is higher than if we outsourced product assembly to third-world countries. Not only do our dealers make a substantial dent into our profit, but so also do our parts suppliers, production labor, manufacturing vendors, order fulfillment service, manufacturers representatives, advertising expense, substantial patent maintenance fees — as does confiscatory government (who you may have voted into office.) This leaves us in the middle of this 9-way financial erosion just trying to survive enough to grow and thrive. Our price model is based on this cost reality. All the serious guitar and bass players are purchasing a "result" that is designed to give them a big edge in today's market. These serious players don't care if it's made of expensive green cheese — so long as it gives them the resulting additional unique pickup tones they expect and want. To that extent, absolutely all of our Hyper-Mod^TM products will give you this game-changing difference "in spades." We personally guarantee it.

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