Have you explore our main F.A.Q. portal? Our Q&A is organized in the following sections: Seller Application, Luthier Storefront Setup, Listing Guitars, Logistics & Insurance, Purchasing Guitars, & more.
We realize that your new luthier-built guitar requires precise attention in both packaging & shipping. Our Luthier Logistics platform includes Advanced Tracking on our website. We pledge live 24/7 Support from order to delivery.
Our 24/7 Support Channels
LIVE CHAT SUPPORT
Our commitment is to provide live, 24/7 Support whether you have a question about a guitar listing or require support pre- or post-sale. To initiate a Live Support Chat, simply click on the "Support" bubble on the bottom-right of our website. We look forward to speaking with you!
MESSAGE US DIRECTLY
Support here is mission priority one. We are here to field your questions & resolve any issues, either before or after your purchase of a hand-built guitar from one of our Luthier Storefronts on our platform. Please fill out the Support Request Form below - we promise a prompt & complete response.
GIVE US A CALL
Sometimes nothing inspires confidence and/or resolves an issue better or faster than a phone call. Our 24/7 Support Pledge includes comprehensive phone support. And, we encourage you to reach out to us directly at 828.808.7000 - we look forward to speaking with you! Or, feel free to text us!
Founder Pledge
We pledge to provide professional and prompt Support for any pre-sale, order-related or shipment and delivery issues. We deeply appreciate your interest in luthier-built guitars and we will provide assistance at every stage. We are here to guide both the Luthier in Storefront setup and the Buyer in acquiring hand-built guitars. Our team will be there 24x7 to provide information and/or to resolve any challenges. We have established precise Luthier Logistics as well as Advanced Tracking to assure delivery of your new guitar.
Logistics F.A.Q.
Our Support is available 24/7 over three distinct channels: Online Chat, Messaging or Direct Phone. You can access live chat by clicking the "Support" bubble on the bottom-left of our website. Our Support Form is at the bottom of this page. And, our direct support line is 828.808.7000. Call anytime!
Have you reviewed our main F.A.Q. portal? Our Q&A is organized in the following sections: Seller Application, Luthier Storefront Setup, Listing Guitars, Logistics & Insurance, Purchasing Guitars, & more. You will find information there that will cover most inquiries. If you have questions, our F.A.Q. has answers! CLICK to launch F.A.Q!
The Luthier Bench is a multi-vendor, e-commerce platform that provides unique Storefronts for each Luthier seller and enables advanced logistics. Our shipping policy is straightfoward - every domestic shipment from a USA-based Luthier to a USA-located Buyer will be charged a $150 flat fee, including $5,000 of comprehensive shipping and purchase insurance. For international shipments, our platform charges a flat fee of $350 for shipments originating in the USA to any EU address, also including $5,000 of shipping & purchase insurance. Our insured EU shipping rates are $250 (EU Luthier to EU Buyer) and $450 (EU Luthier to USA Buyer). After purchasing a guitar build on our platform, our logistics team will directly reach out to the Buyer to: (1) confirm the transaction; (2) offer Buyer shipping alternatives; and (3) determine desired insurance level. Our team will also perform fulfillment and generate a shipping label based on the Buyer's preferences and email the Shipping Label to the Luthier/Seller for shipment.
YES! 100% of shipments of guitars from Luthiers to Buyer-Collectors are insured with a minimum of $5,000 comprehensive shipping and purchase insurance. This insurance is provided at no cost and is included in our shipping rates. When our logistics team calls to confirm your purchase and provide shipping options, you will be able to increase the coverage limit to $10,000. Please contact us directly if your insurance needs exceed $10,000 and we will make arrangements.
We understand that you are looking forward to receiving your new hand-crafted guitar as soon as possible. That is why we have installed Advanced Package Tracking so you will be able to access the latest tracking updates and location information in real time, by either Order number or Tracking number. Our tracking application even allows you to follow your guitar shipment on an interactive map! CLICK here to track your shipment.
CONTACT THE BENCH
Our Support Team is standing ready to respond to your inquiries and/or resolve any issues, either pre-sale or after your purchase of a hand-built guitar from The Luthier Bench. Please complete the Support Request form and we will handle your matter promptly.
Taos, NM
1.828.808.7000
build@luthierbench.com
24/7 Live Support