Shipping Policy and Promise

Shipping Hand built custom (size) products require planning and strong process!

We have seen some disasters over the years with otherwise great builders lacking process and discipline around how they manage freight. Thankfully we are well trained in freight and Logistics management from previous fields of work on very large scales. This is what our process and promise to every single customer looks like. 

• All orders are shipped insured; we simply do not risk it.
• All orders are packed tight; we do not cut corners or cheap out on this step.
• Damaged orders are not your problem! please do not stress in the event of a worst-case scenario, no fellow bass head is ever left behind!!! We are going to figure it out and deliver what you have paid for, no matter what the result of the insurance claim looks like.

What do you do if you receive your order and it appears to be damaged?

• Take pictures of the order before you unpack it, with attention to the areas that appear damaged.
• Take pictures of the order after you unpack it, with attention to the areas that are damaged.
• Send those pictures out to us via Facebook or Email.
• You will receive an estimate to repair the damaged box similar to how you received your invoice (you are not required to pay this, it is a required step to execute an accurate claim)
  

Here are some hypothetical solutions when the inevitable takes place,

• We can live with the damage or attempt to D.I.Y repair the area with touch up paint etc but are not completely satisfied with the experience due to poor mail handling. We can still execute a claim for partial compensation for the damage, We will share the result of the claim and issue you the adjusted amount.
• The damage is to extreme, this needs to be replaced! We file the claim and schedule your replacement, whatever the resolution is of the claim is between us and the freight insurance, good, bad indifferent, no box is worth negative feedback, we have worked to hard to build trust with the community. Do not spiral out of control on social media before contacting us...
• Your order simply vanished into UPS/FedEx cyber space! Yes we simply file for this and get to replacing your order once we have adhered to the freight handlers policy, this may require us to wait additional days, the freight handler will usually provide us with deadlines before we can proceed with a claim (this generally also gives me time to squeeze in your replacement build) 
  

That is all you are required to do, we deal with the rest!