Shipping policy

Shipping Policy

Order Processing Times & Waitlisted Items

For in-stock items, all orders are processed within [1 to 2 business days] (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification with tracking information when your order has shipped.

Waitlist and Pre-Orders: Many of our products, particularly our guitars, currently have a waitlist. For these items, the standard processing time does not apply. Orders for waitlisted instruments are shipped in the order they were received as soon as inventory becomes available. Please note: to securely reserve your spot in line, your credit card will be charged in full at the time your order is placed. You may cancel your pre-order at any time before your order has shipped for a full refund. For more details on refund processing and timelines, please review our Refund Policy.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. Domestic orders within the USA are typically shipped via UPS.

Signature Requirements

Because instruments and related gear are high-value items, many orders will automatically require a direct signature upon delivery to ensure your package arrives safely. Please ensure someone is available at the shipping address to receive and sign for the package.

Shipping to P.O. Boxes

Due to the size and value of our products, UPS cannot deliver large items such as guitars to P.O. Boxes. Please provide a physical street address at checkout to avoid any delays or cancellations.

International Shipping

We offer international shipping to most countries, completely tracked and expedited via DHL. 

Guaranteed Landed Costs (No Surprise Fees)

To provide a seamless delivery experience, Nuno Guitars calculates and collects all applicable import duties, taxes (including VAT), and courier clearing fees directly at checkout. Your guitar will be shipped "Delivered Duty Paid" (DDP). This ensures faster customs clearance and guarantees that you will not be surprised by unexpected bills from the courier upon delivery.

Customs Clearance & Documentation

While we pre-pay the duties on your behalf, your local customs authority may still require you to provide personal identification (such as a National ID or Tax PIN) before releasing the shipment. Please monitor your email and respond promptly to any clearance requests from DHL to avoid delays or storage fees.

Refused or Undeliverable Shipments

Please track your order closely. If an international shipment is refused by the receiver, or if it is returned to us because customs requests for information were ignored, the customer will be responsible for the original shipping charges, the return shipping costs, and any non-refundable duties/taxes. These expenses will be deducted from your final refund.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow up to 48 hours for the tracking information to become available.

If you haven’t received your order within [number] days of receiving your shipping confirmation email, please contact us at info@nunoguitars.com with your name and order number, and we will look into it for you.

Shipping Damage

We pack our guitars and gear with the utmost care, but occasionally damage can occur in transit. Please inspect your order immediately upon reception. If the item arrives damaged, please save all original packaging materials (box, bubble wrap, etc.) and contact us immediately at info@nunoguitars.com with photos of the damage and the packaging so we can file a claim with the carrier and make it right.