Shipping policy

Shipping Policy 

Effective Date: 1 January 2026

This Shipping Policy applies to purchases made directly from Hozen Guitars via hozenguitars.com or direct invoice. Dealer/retailer purchases are governed by the dealer’s shipping policies.

1) Shipping Regions & Availability

We ship internationally where carriers and regulations allow. Some destinations may be restricted due to carrier limitations, local import rules, or material compliance requirements. We reserve the right to decline shipping to certain locations at our discretion.

2) Processing Time

  • In-stock items: typically ship within [2–3 business days] after payment clears.

  • Built-to-order / pre-order / "HOLD" items: ship timelines will be communicated in writing (email/invoice).

Processing time excludes weekends/holidays and any delays caused by customs documentation requirements.

3) Shipping Carriers & Third-Party Handling

International shipping is carried out by third-party couriers/forwarders. We may assist with booking as a convenience, but transit times, routing, customs clearance, and local delivery practices are outside our control.

4) Shipping Rates

Shipping charges (and any optional services such as insurance) are calculated at checkout where possible, or confirmed by invoice where required. Shipping fees are generally non-refundable once a package has been shipped.

5) Taxes, Duties, VAT/GST & Brokerage Fees (Customer Responsibility)

International shipments may be subject to:

  • import duties

  • VAT/GST or sales tax

  • brokerage and customs clearance fees

  • other governmental charges

These charges are the customer’s responsibility and are not included in the product price or shipping fee unless explicitly stated in writing.

Declared value and taxes: Customs authorities assess taxes based on the declared value and classification of goods. We declare the value in accordance with your paid amount (unless otherwise required by law).

6) Insurance (Optional but Strongly Recommended)

Guitars are delicate instruments. Shipping always carries risk despite careful packing.

6.1 Insurance option

Where available, we offer shipping insurance at checkout or by invoice. If you select insurance, coverage is subject to carrier/insurer terms.

6.2 Opting out of insurance

If you opt out of shipping insurance, you acknowledge and agree that:

  • you assume full responsibility for shipping risk, and

  • Hozen Guitars will not be responsible for shipping damage, loss, or theft occurring in transit.

6.3 Insured amount vs declared amount

The insured amount cannot exceed the declared value on shipping and customs documents.

  • The declared value is used by authorities to assess duties/taxes.

  • If you request a lower declared value, insurance coverage (if any) will be limited accordingly, and may not cover the full purchase price.

7) Risk of Loss & Title

Unless your local consumer protection law requires otherwise:

  • Risk of loss transfers to the customer once the shipment is handed over to the carrier/forwarder.

  • Title transfers upon full payment and shipment dispatch.

8) Delivery Timeframes & Delays

Estimated delivery windows shown at checkout are estimates only. Delays may occur due to:

  • customs clearance and inspections

  • weather and peak-season congestion

  • carrier network disruptions

  • remote-area delivery schedules

  • local holidays

Hozen Guitars is not responsible for delays caused by carriers, customs, or events outside our control.

9) Address Accuracy & Delivery Attempts

Customers are responsible for providing a complete and accurate shipping address, including:

  • recipient name, phone number, and email

  • apartment/unit number (if applicable)

If a shipment is returned due to incorrect address, failed delivery attempts, refusal to pay duties/taxes, or unclaimed packages:

  • the customer is responsible for all return shipping, re-shipping, storage, and brokerage fees, and

  • any refund (if approved) will be reduced by incurred fees and non-recoverable charges.

10) Arrival Inspection (48 Hours)

Please inspect the shipment within 48 hours of delivery:

  • outer carton and case condition

  • guitar condition

If you suspect shipping damage and you purchased insurance, contact us within 48 hours with photos of:

  • outer carton (all sides), labels, and any visible dents/tears

  • case exterior and interior

  • guitar damage close-ups

Do not discard packaging, as insurers often require it for claims.

11) Customs Documentation & Compliance

Some international shipments may require additional documentation depending on materials and destination regulations. While we will provide reasonable documentation we have or can obtain, customs decisions and local import requirements remain outside our control.

If a shipment is delayed, returned, seized, or rejected by customs due to local regulations or customer non-compliance, the customer is responsible for related costs.

12) Partial Shipments

If an order contains multiple items, we may ship items separately when appropriate. If split shipments result in additional fees, we will inform you in advance where possible.

13) Questions

If you have questions about shipping, insurance, duties/taxes, or delivery to your country, contact:
hozen@hozenguitars.com