At Citizen, we treat every guitar like it’s our own.

That means world-class fret work and final setup adjustments are performed immediately before shipping your guitar so it arrives ready to play.

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US Customers (Lower 48)

Orders generally ship within 3 business days.

A signature is required upon delivery.

California state sales tax is not charged for customers with shipping addresses outside of California.

Packages are fully insured and tracking is provided by UPS or FedEx.

Transit time is 1 to 6 business days depending on your location.

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International, Alaska, Hawaii & APO/FPO Customers

Orders generally ship within 3 business days.

A signature may be required upon delivery.

Packages are fully insured and tracking is provided by USPS, UPS or FedEx.

Transit time is between 6 to 10 business days depending on your location. This does not include customs clearance.

We declare the full value on customs forms for international shipments.

Customers are responsible for paying all import duties, taxes and related import fees. 

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Return Policy & Procedures

Commissioned builds cannot be cancelled, returned or refunded.

Production models can be returned for a refund, but must be authorized with a Return Authorization (RA) Number within seven business days of receiving product.

Please call 650-727-0003 or email support@citizenguitars.com for your Return Authorization (RA) Number.

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Shipping charges are not refundable unless you received the wrong merchandise or if the merchandise arrived damaged due to shipping.

Total refund amount will be reduced by 5% to help cover transaction fees.

Certain labor charges or add-ons are not refundable (for example, if you paid for a non-standard setup on your Citizen guitar, that setup charge is not refundable).

A 15% restocking fee may apply if returned merchandise is not in like-new condition.

If the returned instrument gets damaged in transit back to us due to insufficient re-packaging, then your total refund amount will be adjusted downward, or the instrument may be sent back to you.

Citizen is not responsible for lost or damaged merchandise during return shipping.

To protect yourself, we recommend you ship with a major carrier like UPS or FedEX and purchase insurance for your package. 

Please call 650-727-0003 or email support@citizenguitars.com for any questions or concerns regarding returns.