Guitar Center Customer Care: An Expert, Practical Guide

How to reach Guitar Center customer care

For questions about orders, availability, returns, or pricing, start with Guitar Center’s national support and your local store team. The national line connects you with agents who can see online and in-store inventory, look up orders, and initiate returns or replacements. Local stores can resolve hands-on issues faster (repairs, trade-ins, same-day pickups) and often have authority to approve exchanges on the spot.

Use multiple channels if an issue is time-sensitive. If you’re handling a return or warranty claim, chat or phone usually beats email for speed, and attaching photos (serial number, damage, packaging) reduces back-and-forth. Keep your order number and the email used at checkout handy—they’re the two keys to pulling up your account in seconds.

• Website support hub: https://www.guitarcenter.com (Help/Contact links in the footer)
• Sales and customer service (U.S.): 866-498-7882
• Store locator (for local phone numbers and hours): https://www.guitarcenter.com/stores
• Order status: sign in and check your account at https://www.guitarcenter.com, or provide your order number by phone/chat

Store support and in-person services

Local Guitar Center stores handle repairs, setups, trade-ins, rentals (in select markets), and same-day pickup. If your question involves physical inspection—like verifying fret buzz, pickup height, or pedal noise—a technician at the store can test your gear with you. When calling the store, ask for “Repairs” or “Pro Audio” if you need a specialist; it shortens the path to the right person.

Same-day in-store/curbside pickup is available on many items that are in stock locally. After you place an order online for pickup, wait for the “Ready for Pickup” email or text; bring a government-issued photo ID and the payment card used. Most stores can hold pickup orders for 3–7 days; call your store if you need a longer hold during travel or tours.

Flagship and nationwide locations

Example: the Hollywood flagship store is at 7425 Sunset Blvd, Los Angeles, CA 90046. This location houses a Vintage Room, extensive repairs, and deep inventory; it’s a useful point of contact for hard-to-find guitars and boutique amps. For repair queues or appraisals, call ahead, as luthiers and techs may book out 2–10 business days depending on season.

For all other markets, use the store locator (https://www.guitarcenter.com/stores) to get the direct number, department extensions, and service offerings. Holiday hours and repair backlogs vary by region; calling the day before you visit can save a trip, especially for warranty diagnostics that require bench time.

Returns, exchanges, and price matching

As a rule of thumb, Guitar Center’s satisfaction returns window is commonly 45 days from the date of purchase for new gear, with important exceptions (for example, some recording devices, Apple products, in-ear monitors, and opened software often have shorter windows or hygiene/security seals). Preserve all packaging, manuals, accessories, and the serial number label; missing items can reduce refund amounts. Bring a government ID; returns over certain amounts may require manager approval.

To return by mail, contact customer care first to generate an RMA and prepaid label when eligible. Pack the item securely (double-box guitars if possible) and photograph the item and the box before drop-off. Refunds typically post 3–10 business days after the warehouse inspects the return. If you’re exchanging for another item that’s in stock locally, store teams can often swap same-day without waiting for warehouse processing.

Price matching generally applies to identical, in-stock items from authorized U.S. dealers. Bring a live URL or printed ad showing price, condition (new vs. used), and availability. Exclusions usually include auctions, marketplaces, and gray-market listings. If you’ve already purchased, ask about a post-purchase price adjustment; some stores honor matches for a limited window after sale (policy details can vary—confirm current terms on the website or by phone).

Repairs, setups, and protection plans

GC Repairs offers bench services from basic restrings to fretwork. Typical ballpark pricing (varies by market and instrument): restring and clean $25–$40 plus strings; standard setup (truss, action, intonation) $60–$100; pickup install $40–$80 per pickup; fret level/crown $120–$200; nut or saddle fabrication $60–$120. Turnaround is commonly 2–7 business days for setups and 5–14 days for advanced work; rush fees may apply. Always request a written estimate and authorize only the work you want.

If your new instrument arrived with issues (shipping damage, dead-on-arrival electronics, severe setup problems), contact customer care within 48 hours when possible. Provide photos or a short video; stores often prioritize immediate exchanges for DOA items. For gear under manufacturer warranty, the store or customer care can advise whether to proceed through the brand’s service network or GC Repairs.

Protection plans (often branded as “Pro Coverage”) can extend coverage beyond the manufacturer’s warranty and may include accidental handling coverage on eligible items. Plan pricing scales with the item cost. Before buying, read the coverage terms (what’s covered, deductibles, and claim limits), how to file a claim, and whether downtime coverage or loaners are available in your area.

Orders, shipping, and financing

Standard shipping for in-stock items within the contiguous U.S. typically runs 3–7 business days; expedited options (2-day, overnight) are available at checkout. Many items qualify for free shipping when meeting a minimum order value (often around $49, though promotions vary). For high-value guitars and amps, keep the original shipping carton for at least 45 days in case of return or warranty shipping needs.

Backordered items show an estimated ship date at checkout and in your account; if your date slips by more than a week, call or chat to explore substitutes or partial shipments. For used and vintage gear shipping from stores, ask the associate to confirm a fresh inspection, double-boxing (for guitars), and to note the serial number on your receipt.

Financing is available through the Guitar Center Gear Card (issued by Synchrony Bank). Common promotions include 0% interest for 6, 12, 18, 24, or up to 48 months on qualifying purchases with equal monthly payments. Approval and promo tiers depend on credit. Always confirm the minimum purchase for a given promo (e.g., $199, $499, or higher) and the exact end date—promotions change by season.

Tips to get fast, accurate resolutions

Preparation and documentation dramatically speed up customer-care outcomes. If you’re calling about tone or noise issues, record a 10–15 second clip demonstrating the problem; if it’s cosmetic, take clear, well-lit photos next to a ruler. For returns or price matches, live links and receipts save minutes on each call transfer.

Timing matters: call shortly after store opening on weekdays to avoid weekend queues. If a case is complex (multi-item orders, partial shipments, or cross-store transfers), ask the agent to summarize the plan in your case notes and request the case number before hanging up. When appropriate, politely ask for a supervisor or the store manager—especially for exceptions on timelines or one-time accommodations.

• Have ready: order number, serial number, product SKU, photos/video, and your preferred resolution (exchange, repair, refund).
• For shipping issues: note the carrier, tracking number, delivery timestamp, and whether a signature was required.
• For repairs: bring prior setup specs (string gauge, tuning, action height) to avoid rework.
• For price matches: capture a screenshot with date/time and the competitor’s product page showing in-stock status.
• Keep chat/email transcripts; they help if you need to escalate or follow up later.

Final note: policies (returns windows, price-match terms, financing promotions, and service pricing) can change by season and location. Always verify current details at https://www.guitarcenter.com or by calling 866-498-7882 or your local store before you buy or ship an item back.

What does the Guitar Center warranty cover?

Protect your new and used gear from failures due to drops, power surges, spills, and more. Limitations and exclusions apply. See terms and conditions for full plan details.

Does Guitar Center give full refunds?

Our goal is your total satisfaction. If you’re not satisfied, neither are we. If for any reason you’re not completely satisfied with your purchase, simply return it in its original condition within the return period and we’ll give you a full refund of the purchase price, excluding shipping and handling charges.

Where is Guitar Center shutting down?

Now, Guitar Center has decided to close two California sores. The chainissued a press release, stating, “As part of our ongoing business processes and after careful consideration, Guitar Center has made the decision to close retail storefronts in West Los Angeles and Gilroy, California, effective January 23, 2025.”

Has the CEO of Guitar Center warned?

Guitar Center’s CEO has warned of a shocking statistic and announced the company will launch a new initiative aimed at creating the next generation of “serious” musicians. Do you think young people today are interested in playing instruments or starting bands?