Frequently Asked Questions
At Fat Sound one of our goals is to make ordering high end gear through the internet fast, easy, safe and fun.
We accept all major credit cards as well as money orders, cashiers checks and wire transfers. We will ship all in stock merchandise via either Fed Ex 3 day select or UPS ground within 24 hours of receiving your order. 1, 2 and 3 day air shipment is also available with the additional cost being the responsibility of the customer. Despite the expense of packing materials and time involved in preparing items for shipment, there are never any hidden "handling" fees. In instances where shipping is not paid for by Fat Sound, we charge the customer the exact amount the shipper charges us. Please take the time to carefully review and understand Fat Sound Guitar's Return Policy below before placing an order via our website, email or telephone.
Q: What does it mean exactly when an item is listed as "On Hold"?
A. This can mean one of two things: Either the item is, as stated, simply on hold for a known client until they can figure out payment or discuss the purchase with their significant other or it means the guitar has shipped to a potential new owner but that they are still within their 72 hour approval period.
Q What Is Fat Sound's Return Policy?
A. You have 72 hours to thoroughly put your purchase through its paces and make sure it is exactly what you expected. If it isn't the right piece for you, simply call or email us and request an extension of your approval period or let us know it's coming back. We'll give you an RA# at that time to use on your shipping label. If, towards the end of your 72 hour approval period, you are on the fence and need a time extension, please call for approval. We can almost always accommodate a reasonable extension that fits your schedule.
Items that are listed as "In Stock" or "On Order" at the time of purchase may be returned for a refund less shipping charges and a 3% restocking fee. The 3% restocking fee is deducted from the refund of your purchase price to cover order processing charges, the cost of packing materials (which we do not charge for in the initial shipping charges), etc... 3% is generally about half of what it costs us to process most orders once credit card or PayPal fees are factored in so we are, in effect, splitting this cost with you.
If returning an item for store credit or exchange you will not be charged a restocking fee.
Items purchased new, but returned to Fat Sound Guitars in anything less than 100% as new and resalable as such condition may be subject to a restocking fee of up to 25% at our discretion and depending on the amount of damage and resultant reduction in value to the item.
Items purchased used, but returned in anything less than the same condition as when shipped from Fat Sound Guitars may be subject to a restocking fee of up to 25% at our discretion and depending on the amount of damage and resultant reduction in value to the item.
Returns are processed twice a week, usually within 72 hours of receiving the returned item or items. Refunds will be issued via the method of original payment within that time frame. Please bear in mind that it can often take up to 10 days for your bank or credit card company to credit your credit card or debit card account and that this is the policy/procedure of your bank or credit card company and not the policy of Fat Sound Guitar and Music Co.
You may use whatever method of return you prefer, but we recommend insuring the item for the full purchase price as Fat Sound will not be held liable for products damaged while in transit back to our shop. Access to tracking information is also strongly suggested.
Items being returned to Fat Sound Guitars must be packaged for shipment in the same manner as received. Returned items received by Fat Sound Guitars with shipping damage due to inadequate packaging will be refused and returned to the shipper. "Inadequate" packaging is determined by the packaging guidelines outlined on the website's of various transit companies. We recommend reviewing these policies/requirements before shipping items back to Fat Sound Guitars.
All product boxes, cables, paperwork or other items included at the time of shipment to the purchaser must be returned with the item. Please do not affix shipping labels to the product's display carton.
Our 72 Hour Approval Policy applies only to items listed as "In Stock" or "On Order". Items advertised on Fat Sound's website, but not normally stocked by or already on order by Fat Sound are nonreturnable and may not be returned for refund as these are considered special order items. Deposits placed on items considered special order are also non-refundable.
Now that we have done our best to clearly explain our return policies (via the industry standard legalese above) to protect both our customers and ourselves from misunderstandings, we wish to assure you that we are very easy to work with and are always as lenient as possible when it comes to returns. We do not want our customers stuck with items that are not right for them. We will do everything within our power to ensure you are pleased with your transactions with Fat Sound Guitars. It is our goal to create lasting and mutually beneficial relationships with those who give us the honor and privilege of helping them with their guitar needs. We hope that you will become a regular customer and a part of the Fat Sound family. We understand and appreciate that your satisfaction is vital to our success and we will always go above and beyond to earn and retain your business!
If, after reading the policy above, you have further questions please don't hesitate to ask before or at the time of placing your order.
Q. What happens if my shipment is damaged in transit to me?
A. We use only the best parcel delivery services available and always insure each package for its full value. We rarely encounter problems as we ship every day and are expert at packing guitars, amps and effects and adhere to or exceed the packing guidelines of all major carriers that we use, but in the event that a package is damaged we will arrange and handle all claims with the shipping company. The customer has the choice of total reimbursement or replacement when necessary. Despite horror stories you may read on internet forums about various shipping companies we have a less than 1% damage rate.
Q. Does Fat Sound ship to international destinations?
A. We have shipped to the UK, Canada, France, Germany, Switzerland, Sweden, Japan, Australia, New Zealand, Spain, Saipan and many other foreign destinations. While all import taxes and duties are the responsibility of the customer we will make sure the package is processed and delivered in a timely and safe manner. These transactions are usually best handled via email, but feel free to call us. Our telephone number from countries outside the United States is +011-1-919-467-1003. Please note that many US manufacturers do not extend their warranty coverage or have authorized warranty repair centers in areas outside of the United States. This does not mean that we will simply abandon you if you encounter a problem with items purchased from Fat Sound Guitars, but our ability to help you may be limited to mailing replacement parts or advising you via telephone or email. Please ask any questions you might have about warranty coverage for your items before ordering.
Q: Why does Stu keep playing SRV's "Lenny" and Bad Co's "Rock Steady"?
A. They're the only songs he knows! '-) .....We think that if you are comparing sonic qualities of various amplifiers it's probably more useful, though less entertaining, to be able to hear the same piece of music, played with the same guitar and by the same guitarist through each amp. Familiar songs also seem to best suit this purpose.
Q: What are "Scratch Pad Clips"?
A. "scratch pad" clips are audio clips strewn throughout the audio players on our website that were recorded on the fly in order to capture an idea when inspiration struck during the work day, but that we decided to post because they revealed a side of a piece of gear we liked and felt might be useful to someone. These clips are tagged "(Scratch Pad Clip)" and may contain ambient shop noise such as the phone ringing, people coming and going, etc......
General Policy Information:
Special Orders
Special orders (which includes any item not listed as "In Stock or "On Order" at time of purchase) require a 20% non-refundable deposit. Items on order by Fat Sound from manufacturers, but not currently in stock, can be reserved with a 20% refundable deposit*. Payment of balance owed is expected when the product is completed and ready to ship. Standard procedure is for a staff member to call the client for authorization before charging the balance due, but if we can not reach the client within 48 hours we reserve the right to charge the balance to the credit card on file and ship the item to the billing address unless other arrangements have been made and agreed upon by both parties in advance.
* In stock items and "on order" items only. Items not normally stocked by or already on order by Fat Sound are nonreturnable and may not be returned for refund as these are considered special order items. Deposits placed on said items are also non-refundable.
Errors and Omissions:
The material contained within the Fat Sound Guitars web site is checked for accuracy and presented without any warranties, either expressed or implied. The information on the website may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice. Such errors, inaccuracies, or omissions may relate to product description, pricing and availability. Fat Sound Guitars will assume no (and hereby disclaims) any responsibility for any errors or omissions of this web site's content. As always, prices, specifications and policies subject to change without prior notice at any time. We apologize for any inconvenience this may cause you.
If you have any other questions you can always contact us either via email at Stu Carter,
toll free at 1-888-FAT-SOUN (328-7686) or locally at 919-467-1003 or internationally at +011-1-919-467-1003
