Gibson Online Store Policies

Shipping

Shipping amounts are calculated using carrier rates and will be shown during the checkout process. All orders are shipped Monday - Friday. We are unable to ship orders to P.O. boxes or APO/FPO addresses.

For orders containing instruments, a signature will be required upon delivery.

International shipping

Shipping instruments containing Rosewood internationally is heavy regulated by the CITES Organization as well as the U.S. Fish & Wildlife Service. For all international orders requiring CITES Permits, please allow 8-10 weeks for processing of your order.

Sales Tax

We are required to collect sales tax for orders shipping to certain United States destinations. The tax amount paid is based on the shipping address and will be presented during the checkout process.

If you are shipping to a country outside of 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.

Order Change or Cancellation

In order to make changes to or 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 contact us. We work hard to ship orders as fast as possible so it may not always be possible to cancel an order.

Returns & Exchanges

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:

Instruments
Must be in brand new, original condition and show no signs of wear or use including, but not limited to, pick scratches, belt-buckle scratches, scuffs, dings or scrapes on the instrument, case, or collateral materials. Guitars must also include all original packaging, cases, manuals, warranties, certificates, and accessories that were included with the original purchase or your return may be subject to a return handling charge or a minimum 15% restocking fee for returns that are not in original brand new condition. Your refund will be quickly processed once we confirm that your returned item meets these requirements.
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
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.

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 Customer Service Dept. 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 can only be made through Gibson Customer Service, and not through a Gibson Authorized Dealer.

Damaged Orders

If possible 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 contact us for further instructions.

Supported Payment Methods

We accept the following major credit and Check Cards: American Express, Diners Club, Discover, JCB, MasterCard, and Visa

Do you accept multiple payment methods?

Currently we do not accept multiple payment methods.

Warranty & Service

We offer the following warranty on its product offerings:

Instruments
Please visit https://www.gibson.com/Support/Warranty-Registration to register your instrument and review the warranty.
Strings
No warranty after 30 days from invoice date.
Instrument care
No warranty after 30 days from invoice date.
Accessories
No warranty after 30 days from invoice date.
Parts
Limited lifetime warranty for manufacturing defects.
Pickups
Limited lifetime warranty for manufacturing defects.
Clothing
No warranty after 30 days from invoice date.
Requesting Service or more Information

If you need help with a specific part, service or warranty work reach out to us.

Order Support

Need help with your order? Reach out to us!

USA: 1-800-4GIBSON (1-800-444-2766)

Europe: 00+800-4GIBSON1 (00+800-444-2766-1)

Worldwide: +1-615-871-4500

Email: service@gibson.com

Contact Information