Shipping policy

Shipping destinations

We ship from Canada to:

  • Canada
  • United States
  • International destinations (where available at checkout)

If your address or country isn’t available at checkout, contact us and we’ll do our best to help.

Processing time (order handling)

  • In-stock items: typically processed within 1–3 business days.
  • Custom / made-to-order items (including custom guitars): processing and build times vary. Any timeline shown on the product page and/or confirmed by email is the most accurate estimate.
  • Orders placed on weekends or holidays begin processing the next business day.

Shipping rates

Shipping rates are calculated at checkout based on:

  • destination
  • package size/weight
  • selected carrier/service level

Any free-shipping promotions will be clearly shown at checkout and may exclude oversized items, hard cases, or remote/extended-area destinations.

Tracking

Once your order ships, Shopify will email you a shipping confirmation with your tracking link.

  • Tracking may take 24–48 hours to show movement after the label is created.
  • If your package shows as “delivered” but you can’t locate it, check with household members/neighbours/building management first, then contact the carrier.

Delivery estimates (in transit)

Delivery timing depends on where we’re shipping to and the service selected — it’s calculated at checkout. Transit time begins once your order is shipped (not when it’s placed) and can vary based on carrier volume, weather, customs, and your location.

Signature, safe delivery & shipping address accuracy

  • For high-value items (like guitars), we may require signature on delivery.
  • Please double-check your shipping address at checkout. If an order is returned due to an incorrect or incomplete address, we can reship it once it’s returned to us (additional shipping fees may apply).

Duties, taxes & import fees

Prices and shipping charges at checkout do not include international duties/taxes unless explicitly stated.

  • Customers are responsible for any duties, VAT/GST, brokerage, or import fees charged by their country/carrier.
  • Refused shipments (due to unpaid fees) may be returned and are subject to return shipping costs.

Lost, stolen, or damaged packages

If your package arrives damaged

Email us within 48 hours of delivery with:

  • your order number
  • photos of the shipping box (all sides)
  • photos of the item and any damage

We’ll work with you on the fastest resolution (replacement parts, exchange, repair, or claim support depending on the situation).

If tracking hasn’t updated / package seems lost

If tracking hasn’t moved for 7+ business days (domestic) or 14+ business days (international), email us and we’ll help investigate with the carrier.

If a package is marked “delivered” but missing

Carriers often consider “delivered” as the final scan at the address. We’ll help you open an inquiry, but we can’t guarantee replacement for theft after delivery. If possible, choose signature delivery or ship to a secure location.

Order changes & cancellations

If you need to update an address or cancel an order, contact us as soon as possible.

  • If the order hasn’t shipped, we’ll do our best to accommodate changes.
  • Once an order has shipped, we can’t reroute or cancel it.

Returns & exchanges (shipping-related)

Returns are handled under our Returns Policy.

  • Return shipping is the customer’s responsibility unless the item is defective or we made an error.
  • Original shipping fees are non-refundable unless required by law.

Contact

Email: info@ethosguitars.com

Include your order number and a quick description of what you need.