Shipping
We charge flat-rate shipping based on the price of the instrument. Most orders ship for the rate shown at checkout, no surprises.
The exception: very oversized boxes, West Coast destinations, and high-value instruments sometimes cost more than the flat rate to ship safely with proper insurance. If the actual carrier cost exceeds our flat rate by 10% or more, we may reach out to secure additional funds for shipping on a case-by-case basis. We will never bill you more for shipping without discussing it with you first.
Questions before you order? Call or text (518) 217-8695 or email info@paulsguitarhideout.com.
Pickup
Local pickup at the shop is always free. We're at 71 Lawrence St., Suite 201B, 2nd Floor, Glens Falls, NY 12801, inside The Shirt Factory. Wednesday through Sunday, 12 to 5pm. Use the Cooper Street entrance.
How we ship
Every guitar leaves the bench dialed in and packed by hand. Used instruments get a fresh setup before they ship. We use UPS Ground, FedEx Ground, or USPS depending on the route, with insurance to declared value, signature on delivery for anything over $500.
If your order arrives damaged
Stop immediately and take photos before doing anything else. We need three sets of photos to file the insurance claim:
- The outside of the box — every side, including any visible crushing, punctures, or tears
- The packing material inside the box — how it was packed, before you remove the instrument
- The damage to the instrument itself — close-up of every affected area
Email the photos to info@paulsguitarhideout.com within 48 hours of delivery, along with a brief description of what's wrong.
This matters: if those photos aren't taken, the carrier can't conduct their damage investigation, the claim is denied, and the shipping insurance on the order is no longer valid. We can't refund or replace items where the documentation chain is broken — this is a carrier policy, not ours.
Most damage claims resolve cleanly when documented properly. We move fast on our end once we have what the carrier needs.
If your order is lost in transit
If tracking shows "delivered" but you don't have the package, or tracking has been stuck without movement for more than a few days, reach out to us within 48 hours at info@paulsguitarhideout.com or (518) 217-8695. After that window we may not be able to file a claim with the carrier in time.