Terms of service

General Terms and Conditions of Sale

Last Updated: 19 Aug July 2026

Welcome to Frank Brothers Guitar Company. These Terms of Sale govern orders placed through our website, by email, by telephone, or in person.

By placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms of Sale. For orders placed by telephone or in person, these Terms will be provided or made available to you prior to order confirmation.

Ordering a Guitar

Quotes

All quotes are valid for fifteen (15) calendar days unless otherwise stated.

Availability, specifications, pricing, and lead times are subject to change until we have accepted and confirmed your order in writing.

Custom Orders

Custom guitars are built to your specifications, subject to the natural characteristics of materials and standard craftsmanship tolerances.

Changes requested more than fifteen (15) days after acceptance of a quote or payment of a deposit may be subject to a change fee of no less than $100 per modification. This is additional to any add-on cost incurred in time or materials to execute the change.

Deposits and Payment

Deposits

A deposit of 50% is required for all custom and non-stock instruments.

DEPOSIT TERMS: A non-refundable deposit of 50% of the total purchase price is required to secure production scheduling and commence fabrication of your custom instrument.

This deposit covers: 

  • Design consultation and specification finalization 
  • Procurement of specialty materials (tone wood, hardware) 
  • Reservation of build slot in the luthier's schedule 
  • Lost opportunity from declining other commissions during the production period.

If you cancel or fail to accept delivery after commencing construction, the deposit remains non-refundable.

Final Payment

Unless otherwise stated, the remaining balance is due upon completion of your order and before shipment.

Payments must be made without deduction, offset, or withholding, except as may be permitted by applicable consumer protection law.

Late Payment

If an invoice remains unpaid for more than fifteen (15) calendar days after written notice of non-payment has been sent, we may cancel the order and retain any deposit paid.

Interest may be charged on overdue balances at the lesser of 1.5% per month (18% per annum) or the maximum rate permitted by applicable law.

Pricing and Taxes

Prices are those stated in your quote or order confirmation and are fixed once your order has been confirmed by us, except as otherwise provided in these Terms.

Prices do not include applicable taxes, duties, brokerage fees, customs charges, or other governmental charges unless expressly stated otherwise.

Customers are responsible for all applicable taxes and government-imposed charges.

Shipping

Where We Ship

We ship guitars and accessories from Toronto, Ontario, Canada to customers throughout Canada, the United States, and selected international markets.

Processing Times

In-stock products are typically shipped promptly after payment has been received and confirmed.

Custom instruments are shipped following completion, inspection, and final payment.

Estimated delivery dates are estimates only and are not guaranteed. Any delivery rights you may have under applicable consumer protection law are not affected by this provision.

Shipping Charges

Shipping and insurance charges will be disclosed during checkout or included in your order confirmation. If you decline available shipping insurance, you assume full risk of loss or damage during transit.

Customs, Duties and Import Charges

Customers are responsible for customs duties, taxes, brokerage fees, and import charges where applicable.

United States Customers

Frank Brothers guitars are manufactured in Canada.

Under the Canada–United States–Mexico Agreement (CUSMA), qualifying Canadian-made products may be exempt from customs duties when imported into the United States, subject to the rules in effect at the time of import.

As a result, most U.S. customers may not be required to pay customs duties on qualifying Frank Brothers instruments. However, duty treatment depends on applicable trade rules at the time of import and we make no guarantees regarding duty-free status.

Ownership and Risk

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

Ownership passes to you when the goods are released to the shipping carrier. Risk of loss or damage passes to you at the same time, except where applicable consumer protection laws provide otherwise.

Receiving Your Order

You must inspect your shipment promptly 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.

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.

All claims remain subject to the carrier's terms and conditions, and Frank Brothers Guitar Company assumes no liability for carrier decisions regarding claims.

Partial Deliveries

We reserve the right to ship orders in instalments or partial shipments where commercially reasonable.

Any delay affecting one shipment does not affect the remaining shipments, and each instalment shall be treated as a separate delivery obligation.

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 may be charged to the customer.

Electronic Communications and Marketing

When you place an order, contact us, subscribe to our newsletter, or otherwise provide your contact information, you agree that we may send you electronic communications reasonably related to:

  • Orders
  • Quotes
  • Appointments
  • Warranty requests
  • Customer service matters
  • Product safety notices
  • Account-related communications

With your consent where required by law, we may also send promotional emails regarding:

  • New products
  • Events
  • Special offers
  • Company news

You may unsubscribe from marketing messages at any time using the unsubscribe link included in those messages or by contacting us directly.

We administer our marketing communications in accordance with Canada's Anti-Spam Legislation (CASL) and other applicable laws governing electronic communications.

Consumer Rights

Nothing in these Terms of Sale limits or excludes any rights you may have under applicable consumer protection laws.

If any provision of these Terms conflicts with applicable law, the applicable law will prevail. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Governing Law

These Terms of Sale and all purchases from Frank Brothers Guitar Company are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

Any legal proceeding relating to these Terms shall be brought before the courts of Ontario, provided that Frank Brothers Guitar Company reserves the right to commence proceedings in any court of competent jurisdiction for the purpose of enforcing payment obligations or protecting its intellectual property rights.

Contact Us

Frank Brothers Guitar Company
21-B Carlaw Avenue
Toronto, Ontario M4M 2R6
Canada

Phone: +1 (647) 479-8023
Email: info@FrankBGC.com