Support

Custom Orders: Craftsmanship & Quality Assurance

Pango Custom Guarantee

At Pango Music, we turn your vision of the perfect instrument into reality through our full-spectrum custom guitar service. We accommodate nearly every customization request — from minor functional tweaks to fully bespoke, one-of-a-kind builds — all precision-crafted to match your exact playing style, tonal preferences and aesthetic vision. No minimum order quantity applies; we proudly accept single-piece custom orders for all modification and build projects.

Full Range of Customization Options

Our workshop delivers a complete lineup of custom builds and modifications, including but not limited to: 

• Left-Hand / Right-Hand Conversion: Almost all of our models — including finished guitars and DIY kits such as guitar kits, bass kits, mandolin kits, and acoustic guitar kits — can be converted from left-handed to right-handed or from right-handed to left-handed, with a professional setup for comfortable playability in your preferred orientation.
• Component & Hardware Upgrades: Custom pickup swaps, tuning machine replacements, bridge upgrades, bespoke electronic wiring and any hardware modification to dial in your exact tonal and functional requirements.
 • Custom Logo & Branding: Precision-engraved or printed custom logos on headstocks, fretboards, hardware, and guitar bodies — ideal for personal signature builds or our white-label reseller program.
• Reverse Headstock Design: Authentic reverse headstock builds with accurate string-tension geometry, delivering iconic vintage aesthetics and reliable tuning stability.
• Body & Headstock Veneers: A curated premium selection of figured wood veneers, exotic burl tops, rare wood facings and custom finish options for both guitar bodies and headstocks, tailored to your visual vision. We also offer solid wood veneers for the body, mainly figured wood veneers and birdseye veneers.
• Beyond standard options: Custom neck & body shapes, handcrafted fretboard inlays, scalloped fretboards, multi-scale necks, custom finish colors and textures, and more. Hand-drawn sketches, reference photos and rough specification notes are all welcome as starting points for your design.

Custom Build Specifications
To give you a clearer picture of what we can build, below are the core specifications and material options available for custom orders:

• Joint: Set In / Bolt On / Neck Through
• Body Wood: Paulownia / Basswood / Mahogany / Alder / Ash / Elm
• Neck Wood: Maple / Flamed Maple / Birdseye Maple / Roasted Maple / Mahogany / Rosewood
• Fingerboard: Maple / Birdseye Maple / Roasted Maple / Mahogany / Rosewood / Ebony
• Top Wood: Flamed Maple / Quilted Maple / Spalted Maple / Burl Maple / Rosewood / Padou
• Logo Placement: Custom logos or letters can be applied to the headstock, neck, and body.

Ordering & Support
• Minimum Order Quantity: 1 pc
• 24/7 Online Service: Any needs, just contact us anytime!

1. Pre-Shipment Approval Process

• Full photographic documentation of your completed custom instrument is provided for your comprehensive review.
• A 72-hour review window is allocated for client approval prior to shipment.
• If you are unsatisfied with the final result, you may select either resolution below:
     -- A priority-scheduled full remake of the instrument
     -- A full refund processed within 24 hours

2. Understanding Custom Work
While our standard production guitars undergo 23 rigorous quality control checks, our custom pieces receive elevated handcrafted attention:
 
• Each custom build showcases unique artisanal character, with natural wood grain variations and subtle hand-finish marks that reflect its handmade craftsmanship.
• Unique custom designs require 15% longer finishing time compared to standard production models.
• Every custom instrument is backed by our Lifetime Structural Warrantee.
 
3. Production Timeline

• Standard custom build lead time: 120 working days
• For complex custom designs: +10–15 additional working days (we will formally notify you by Day 120 if your project requires extended production time)
• Rush cancellation option: A full refund is available if you need to cancel your order due to schedule changes

Custom Design Protection Policy
To safeguard your intellectual property and design integrity:

1. All custom blueprints and design files are encrypted and securely purged 18 months after order completion.
2. Canceled custom orders will result in the following consequences:
      -- Future Custom Orders: We will no longer accept any future custom orders from the client.
      -- Limited Edition Release: If a completed custom build is canceled or not accepted by the buyer, we reserve the right to photograph the instrument and list it in our website's Limited Edition section for public sale.
      -- Collaborative Design Projects: The client will be permanently excluded from all current and future official collaborative design projects on our website.

Why Professionals Choose Us
Trusted by over 370 luthiers and 85 boutique guitar shops worldwide since 2015, Pango Music stands as a premier custom guitar builder for industry professionals:

• Design Confidentiality: Non-disclosure agreements (NDAs) are available upon request.
• Technical Support: Free CAD design optimization services for repeat custom clients.
• Reseller Program: Full white-label custom solutions available for shop owners and commercial resellers.

🛒 Seamless Shopping Experience - From Checkout to Your Doorstep

💳 Payment Options
We accept all major payment methods for your convenience:
• PayPal (Secure Express Checkout)
• Credit Cards: Visa | MasterCard | American Express | JCB | Klarna Installments 

📦 Military-Grade Packaging
Your Pango guitar arrives in pristine condition thanks to:
✅ Custom Shockproof Foam Case: Precision-cut to lock every component in place
✅ Reinforced Double-Layer Tape: Tamper-proof sealing for transit safety
✅ Weatherproof Warning Labels: "Fragile" & "Handle with Care" alerts for carriers
No packing list needed – every kit undergoes triple quality checks before sealing!

🚛 Global Shipping Solutions
Choose your ideal delivery speed:

Processing Time: 2-3 business days after payment confirmation

⚠️ Customs Note: Delays may occasionally occur due to border inspections. Rest assured – we pre-file all customs documentation!

🔍 Real-Time Tracking
Stay informed every step of the way:

1. EMS Orders: Track via www.ems.com.cn/english
   Tip: Enter tracking number > Slide right to the correct position > Press the Enter key  on keyboard
   

2. Supercharge your package monitoring with our recommended universal tracker:  www.17track.net/en

3. For UPS shipments, tracking updates will only become available once the package arrives in the United States. All tracking information is provided directly by the UPS Shanghai station. Rest assured, our store guarantees the authenticity of all tracking numbers.

Returns & Exchanges
If unsatisfied with your purchase, please contact us within 7 days of delivery to initiate a return or exchange. Upon receiving the item in its original condition (including intact foam case/carton packaging), we will issue a full refund.
For return shipping fees, contact us for assistance. We stand firmly behind our products and are committed to resolving any concerns swiftly.

Custom Guitar & Kit Services

• Design Flexibility: Submit sketches, specifications, or ideas – even hand-drawn designs are welcome! Minimum order quantity: 1 piece.

• Quality Assurance: Custom items may have minor imperfections. Before shipping, we provide detailed photos for your approval. If unsatisfied, we’ll remake the item or issue a full refund.

• Production Timeline: Typically 75 days, extended slightly for complex designs. Can’t wait? Request order cancellation for an immediate refund.

DIY Kit Assembly Support

• All kits match product photos (note: wood veneers may vary slightly; request preview photos before shipping).

• Expert Guidance: Receive a professional PDF guide – email us post-purchase to request it.

• Explore a wealth of guitar kit building videos on our YouTube channel：https://www.youtube.com/@Guitar-Kit-Shop

• Wiring Assistance:

  • Find standard diagrams here: Wiring Diagram Library

  • Upgrade to pre-wired pickup sets: Pre-Wired Sets

Issue Resolution & Feedback

• Contact us directly via email for troubleshooting – we resolve 99% of issues within 24 hours.

• Public disputes on social media (Facebook/YouTube/TikTok) will be addressed transparently. We welcome constructive feedback from professional luthiers and customers.

Product Quality Issue Handling: Submission Requirements & Solutions

I. Required Materials for Quality Issue Reporting

1. Clear photos of the exterior and interior of the product packaging (to verify if damage occurred during shipping);
2. Full-angle photos of the product, including:
   • Front view
   • Back view
   • Side views (all sides relevant to the product structure);
3. Detailed close-up photos of the specific area(s) with quality issues (ensure the problem—e.g., cracks, defects, or malfunctions—is clearly visible, as this helps us assess the root cause quickly).

II. Common Solutions We Offer

1. Return & Full Refund: We will cover all return shipping costs, and process your full refund once the returned product is inspected;
2. Compensation for Retained Products: If the issue is minor (e.g., small cosmetic flaws that do not affect functionality) and you wish to keep the product, we can apply for a compensation (e.g., partial refund or store credit) to address the inconvenience.

Dispute Policy

Contact Us
Find our business card in every order! For immediate assistance for orders: 
📧General Information & Support: info@pangomusic.com
📧Custom Orders: sales@pangomusic.com / custom@pangomusic.com

📧Shipping Notifications: notifications@guitarkit.shop (exclusive for shipment updates)
📧Complaints: support@guitarkit.shop
📧Cooperation: business@guitarkit.shop
📧Credit Card Dispute (the worst incident): risk@guitarkit.shop

Response Time:
    Monday-Friday: Professional reply to inquiries/requests within 6 hours max
    Weekends: Response within 12 hours max

Assurance: Shop with confidence – we fully stand behind our products and strive to deliver top service to every customer.

📞 Phone/address details included with shipment

"If there's one thing that we learnt over the past 35 years, it's this-you put your trust in our hands, what we put in yours, has to match!

Every project is a new opportunity – not just to build instruments, but to collaborate in bringing creativity to life.

You dream it. We craft it. Together, we play it forward.

We’re here, as we’ve always been, ready to turn your ideas into music.

- Pango Music | Where Craftsmanship Meets Your Vision"