Shipping policy

For additional terms, please see our full General Terms and Conditions, available at https://www.frankbrothersguitars.com/policies/terms-of-service or upon request.

Where We Ship

We ship guitars and accessories from Toronto, Ontario, Canada to customers throughout Canada, the United States, and selected international markets as determined by Frank Brothers in its sole discretion.

Processing Times

In-stock products are generally shipped within a reasonable time after payment has been received and confirmed. Specific shipping timeframes, if any, will be communicated separately and are estimates only.

Custom instruments are shipped following completion, quality inspection by Frank Brothers, and final payment.

Estimated delivery dates are estimates only and are not guaranteed.

Shipping Charges

Shipping and insurance charges will be disclosed during checkout or included in your order confirmation. Actual shipping charges may vary from estimates, and any difference will be communicated to you before shipment.

Customs, Duties and Import Charges

Customers are responsible for all customs duties, taxes, brokerage fees, and import charges where applicable, and shall indemnify Frank Brothers against any such charges assessed against Frank Brothers in connection with the shipment.

United States Customers

Frank Brothers guitars are manufactured in Canada.

Under the Canada–United States–Mexico Agreement (CUSMA), qualifying Canadian-made products are generally exempt from customs duties when imported into the United States.

As a result, most U.S. customers may not be required to pay customs duties on qualifying Frank Brothers instruments; however, Frank Brothers makes no representation or warranty regarding the duty-free status of any shipment, and customers remain solely responsible for verifying applicable duties and charges.

Ownership and Risk

Unless otherwise stated in your order confirmation, shipments are made FOB Toronto, Ontario.

Ownership and risk of loss or damage pass to you when the goods are released to the shipping carrier, except to the minimum extent that mandatory, non-waivable consumer protection laws in your jurisdiction provide otherwise.

Receiving Your Order

Please inspect your shipment immediately upon delivery.

You will be deemed to have accepted the goods unless we receive written notice of any rejection, including the reasons for rejection, within seven (7) calendar days after delivery to the shipping address provided.

Shipping Damage and Insurance

If your shipment arrives damaged:

  1. Keep all packaging materials.
  2. Take photographs of the damage.
  3. Notify the carrier where appropriate.
  4. Contact us within seven (7) calendar days of delivery.

Where insurance has been purchased or included, we will provide reasonable assistance with the claims process, such as providing documentation within our possession relating to the shipment. We are not responsible for the outcome of any claim and bear no liability for any loss, damage, or shortfall not covered by the carrier or insurer.

All claims remain subject to the carrier's terms and conditions.

Partial Deliveries

We reserve the right to ship orders in instalments or partial shipments where commercially reasonable. Each instalment will be deemed a separate delivery. Unless otherwise agreed, no additional shipping charges will apply to partial shipments beyond the original shipping charges quoted for the order.

Any delay affecting one shipment does not affect the remaining shipments, and Frank Brothers’ obligation to deliver outstanding instalments continues in accordance with the terms of the order.

Incorrect Addresses and Refused Deliveries

Customers are responsible for providing accurate shipping information.

Additional costs resulting from address errors, refused deliveries, storage charges, return shipping, or re-delivery will be charged to the customer. Frank Brothers may withhold re-delivery until all such additional costs have been paid.