Frequently Asked Questions
Answers to common questions about ordering, condition, shipping, and returns.
Do you have a retail store or showroom? +
Darkwater Guitar Co. is an online-only dealer and does not have a public retail location or showroom. Instruments are not available for in-person demos or testing.
Do you offer local pickup? +
Local pickup may be available on a case-by-case basis. Darkwater Guitar Co. does not have a public showroom, so local pickup or in-person transactions must be arranged in advance. Please contact us before purchasing if you would like to ask about local pickup.
Do you charge sales tax? +
Sales tax is collected where required by law and is based on the shipping destination. Any applicable sales tax will be calculated and shown at checkout before you complete your purchase.
How do you describe condition? +
Every instrument is individually inspected and described. We call out meaningful wear, repairs, modifications, and anything else we believe a buyer should know.
Are the photos of the actual instrument? +
Yes. Unless specifically noted otherwise, the photos in each listing are of the actual instrument being offered for sale. We photograph each piece individually so you can see its condition before purchasing.
Does the guitar include a case, gig bag, or paperwork? +
Any included case, gig bag, accessories, or paperwork will be noted and shown in the individual listing. If something is not mentioned or pictured, please do not assume it is included.
Do you accept offers? +
Prices on the Darkwater website are set rather than negotiated through an offer system. We try to price our inventory fairly, and most continental U.S. orders include free shipping.
Do you ship internationally? +
Yes, international shipping is available on many items. Shipping charges apply outside the continental U.S., and any import duties, taxes, or brokerage fees are the buyer’s responsibility. If checkout does not provide a rate for your location, please contact us for a shipping quote.
Are your instruments professionally set up? +
Every instrument is inspected and given a basic playability check before shipping. Because setup preferences vary from player to player, we do not promise a full professional setup to a specific personal preference. A used instrument may also benefit from minor adjustment after shipping and changes in climate.
Can you hold an instrument? +
In general, inventory is available on a first-come, first-served basis and we do not hold instruments without payment. If you have a specific timing issue, feel free to contact us and we’ll let you know what may be possible.
How quickly do you ship? +
Most orders ship within 1–2 business days. Instruments are packed carefully and fully insured for shipment. Tracking information is provided as soon as the order is on the way.
What happens if an instrument is damaged in shipping? +
Please contact us as soon as possible and keep all packaging materials. Shipments are fully insured, and we’ll work with you to resolve the issue.
Do you offer free shipping? +
Most U.S. orders qualify for free shipping. Any exceptions are shown clearly before checkout.
What is your return policy? +
See the Shipping & Returns page for the current policy and any product-specific exceptions.