Frequently asked questions

Browse our catalog, add items to your cart, and proceed to checkout. You can check out as a guest or sign in for faster future orders, saved addresses, and loyalty points. Confirmation emails arrive within minutes.

Yes — within 60 minutes of placing the order, you can edit address, items, or cancel free of charge from your account or by calling us. After 60 minutes the order enters our fulfillment queue and we'll do our best, but changes aren't guaranteed.

Every order generates a tracking link sent to your email when it ships. You can also sign in and visit My account → Orders for live carrier updates from FedEx, UPS, USPS, or DHL.

Absolutely. Call 876-331-8054 Mon–Sun 9am–8pm and one of our specialists will take your order, recommend bundles, and apply any active promotions for you.

• Standard (3–5 business days) — Free over $50, $9.99 under
• Express (2 business days) — $14.99
• Next-day (US metro) — $24.99, order by 1pm
• Same-day pickup — Free at any of our 40 locations

We ship to the US, Canada, UK, EU member states, and the Caribbean. Duties and import taxes are calculated at checkout where possible — DHL Express handles customs clearance for most countries. Some restrictions apply to large instruments and lithium-battery items.

First, check the tracking link — most "missing" packages are simply delayed. If it's been more than 48 hours past the estimated delivery and tracking hasn't updated, email orders@guideline.com with your order number. We'll open a carrier trace and ship a replacement if needed.

Within the first 60 minutes — yes, from your account. After that, contact us immediately and we'll try to redirect with the carrier (this sometimes incurs a $5–10 fee from the carrier, which we pass along at cost).

30 days, no questions asked. Items must be in original condition with all included accessories. Sign in, go to Orders → Start a return, and we'll email you a prepaid label. Refunds land in 5–7 business days after we receive the item.

• Custom-built or personalized instruments
• Opened consumables (strings, reeds, ear tips)
• Digital licenses, software, and gift cards once delivered
• Used travel bookings (cancellation rules apply instead — see Travel section)

Your choice. Refund to original payment is the default; choose store credit and we add 10% on top as a thank-you. Store credit never expires.

Yes. During the return flow choose Exchange, pick the replacement item, and we ship it free with no waiting for the refund. Price differences are settled at the same time.

All electronics and instruments come with our 2-year protection against manufacturing defects, normal wear-related failures, and electronics component faults. Free in-store repairs, free shipping to and from our service center, no deductible.

• Accidental damage (drops, liquid, cosmetic)
• Loss or theft
• Unauthorized modifications
• Consumable parts (strings, drum heads, ear tips)

Need protection from accidents? Add an Extended Protection Plan from $4.99/mo.

Sign in → Orders → Service request, or email service@guideline.com with your order number, photos, and a description. We'll respond within 1 business day with next steps and a service ticket number.

Most repairs are completed within 5–10 business days from receipt. Complex board-level repairs or special-order parts can take up to 3 weeks; we'll always communicate timeline upfront and offer a loaner where available.

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and store credit. In-store we also accept cash and personal checks (over $200).

Yes — Affirm and PayPal Pay-in-4 at checkout for orders over $100. For instruments over $1,000 we also offer 0% APR financing for 12 months with approved credit.

Yes. We're PCI DSS compliant, all data travels over TLS 1.3, and we never store your full card number — Stripe (our processor) tokenizes payment details. We never see your CVC.

Yes — guitar, piano, voice, drums, and music production. One-on-one and group sessions, in-store or online. From $35/lesson, with sibling and member discounts. See Services for the full list.

Yes. Our rent-to-own program starts at $19/week. Up to 6 months of rental fees apply toward purchase. Great for students or anyone wanting to commit before committing.

Our in-house techs handle setups, intonation, restringing, electronics, drum tuning, and woodwind reseats. Setups from $25, with free first setup on any instrument purchased from us.

Yes — full PA systems, lighting, mics, and stands for weddings, conferences, school events, and church services. Delivery and pickup available. Get a quote.

Yes — smart TVs, sound systems, surveillance cameras, Wi-Fi mesh networks, and smart-home automation. Certified techs, $79 starting fee plus equipment. Book at checkout or call us.

Yes. Bring in old phones, laptops, tablets, headphones, or instruments for instant credit toward new purchases. We evaluate on the spot, and trade-in credit applies immediately.

For most logical failures (corrupted file systems, accidental deletion) — yes, from $99 with a no-recovery / no-fee guarantee. Physical drive failures are assessed first and quoted before any work begins.

Most bookings can be cancelled free up to 48 hours before check-in. Specific cancellation terms appear at booking. Travel insurance (from $24) covers cancellations for medical and other covered reasons.

Yes — for packaged trips and concierge clients, we handle the full itinerary including flights, transfers, and ground arrangements. For flight-only bookings we recommend direct airline sites or your preferred travel portal.

Concierge planning deposits ($99) are non-refundable but apply 100% toward your booking. Trip deposits follow each property's policy — usually refundable up to 14–30 days before arrival.

On the sign-in page click Forgot? and we'll send a 6-digit code to your email. Enter the code and choose a new password (minimum 8 characters, mix of letters, numbers, and symbols recommended).

Yes — Facebook, Instagram, Google, and Apple are all supported on the sign-in screen. You can link multiple social accounts to a single Guideline account from your profile settings.

We comply with GDPR and applicable Caribbean privacy laws. You can export or delete your account data anytime under Account → Privacy. We never sell personal information to third parties.

Earn 1 point per dollar (3× on Plus, 5× on Studio). 100 points = $1 in store credit. Points never expire as long as your account is active. See membership tiers.