Shipping, Returns, Warranty
Shipping
Door to door shipping from our private workshop in Xiamen to North America takes about 30 days. In most cases shipping is included in the cost of the product and duties and tariffs are prepaid. European delivery may take up to 60 days due to customs clearance and cross-border transit.
Express shipping of about 7 days is available on most amps to North America for an additional fee of $125.
Returns Policy
You may return most new, unopened items within 14 days of delivery for a full refund. Return shipping is covered by us when the error is ours (you received an incorrect or defective item, etc.). Because our credit card provider does not reimburse transaction fees on refunds, we now deduct at least 3% for processing fees from all refunds. We do not refund shipping costs.
Because a large part of what we do is by custom build, some returns may incur a fee. For example if we order a special tolex or tubes or perform a modification for you, that amp may have a more limited number of interested customers. In these cases, a restocking fee may apply, which we'll discuss with you directly.
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly.
- Transit time (5–10 days)
- Processing time (3–5 days)
- Bank processing (5–10 days)
If you need to return an item, simply email info@jetcitycustom.com. We'll notify you via e-mail of your refund once we've received and processed the returned item. Return shipping on custom builds is paid by the customer.
If we get something wrong in your order, we will make every effort to fix it, including paying for return shipping and shipping back to you.
Warranty
Our warranty is two years and we apply it generously. If something goes wrong with your amp we want to make it as painless as possible. Modifications performed by anyone other than Jet City Custom or Epic-Tone will void the warranty.