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Frequently Asked Questions

You can check the status of your order(s) by logging in to your Profile and clicking on Orders

We accept the following payment methods: Major Credit Cards, Debit Cards, Paypal and Paypal Express. Bill Me Later® is available through Paypal only and is subject to their terms and conditions.

All Fret 12 Guitars are fully insured for the price of the instrument and shipped with the highest standards. Each guitar is packed in a hardshell case or deluxe Gig Bag and shipped in packaging that covers and protects all parts of the guitar. If you have any questions concerning guitar tops, colors, features, woods, etc., please contact our in-house guitar expert at guitars@fret12.com and they will assist with your requests.

Fret 12 offers a variety of shipping methods for your purchase(s), as well as tracking information for most methods, made available to you once your package has shipped. Each shipping method is calculated based on your Shipping Address, which will vary in price depending on your location and the method you choose. Click Here for more information about our shipping methods.

We ship worldwide! FRET12 ships to all U.S. and non-U.S. destinations serviced by the US Postal Service and UPS. Rates will vary and depend on your location and the shipping method chosen.

Most orders are shipped within 48 hours upon clearance of payments/funds. Expedited orders are usually shipped within 24 hours. The amount of time for your order to arrive depends on the shipping method you choose at check out. International orders can experience delayed times due to weather or international customs inspections. In cases of unforeseen changes in product availability, we will send you a notification if we are unable to meet our normal delivery deadlines.

Sales tax is only added to orders that are shipped within the State of Illinois.

All sales are final unless otherwise indicated herein or otherwise displayed prior to completion of your order of the applicable product. However, in the event there is a defective product, our policy terms are replacement upon notification by the customer and approval by Customer Service. We will send the customer a replacement of the same product after the defective product is received per the Returns and Exchange Instructions, or issue a refund of the Defective product(s).

All returns must be approved by Customer Service. If you would like to return a product, please send us an e-mail by clicking on http://www.fret12.com/contact and selecting Customer Service from the drop down menu. Please include the following information in your e-mail:

  • Order Number
  • Name on Order
  • E-mail Address
  • Phone Number
  • Product Number or Name
  • Reason for the Return

    If your return request is authorized by Customer Service, you will be issued a return shipping label to the email address you provided. Once you receive a return shipping label, enclose merchandise and a copy of the order confirmation in a sturdy package (the original package is preferred). Affix the return label to the outside of the package and send it to the address pre-printed on the return label. Contact the shipper (i.e. USPS, UPS, FedEx) to arrange a pick up or drop off of your package. Returns cannot be accepted without a copy of the original order confirmation or packing slip.

    Upon receipt of items properly returned to our facility in accordance with these instructions, we will begin processing your replacement merchandise, if applicable, and will send an email notification to the email address you provided with the replacement order details. In the event you are being given a full refund, we will issue this within five (5) business days after receipt of the returned merchandise to the method of payment used for the original order. Please note that you will be responsible for the loss or damage in transit of any products you return.

    No COD returns will be accepted.

  • If you forgot your password, go to the Login page and click on “Forgot Your Password?”, then enter the email address registered to your account.

    Contact Customer Service as soon as possible. If your order has not already been shipped, we will do our best to correct your order before it leaves our warehouse.

    Your privacy is always protected. Our servers are located at a secure site and are protected by encryption, firewalls and the latest state-of-the-art technologies to safeguard your information. Furthermore, you do not have to create an account to make a purchase from us. Doing so will simply enable our system to recognize you in the future, so you do not have to enter your information again. The information you provide to us is used solely to facilitate your purchase and send you emails relevant to your order, including invoices, stock status, shipment tracking and any other relevant product information. When creating an account there is a check box to join our mailing list. If this box is unchecked we will only contact you regarding your order. Joining our mailing list will allow you to receive updates on new products, promotions, special offers, exclusive content, information from our artists and information about any of the exciting things that are happening at FRET12.com or with our partners and affiliates.

    What format is the digital material in?

    The downloadable video files are H.264 encoded in an MP4 container. All the files should be playable in any modern system. We recommend the free and open-source VLC player for playback.

    Are there any restrictions on what I can do with my downloads?

    Your downloads are unique to you and we ask that you do not redistribute or sell the material. Once you download a video, it's yours to keep forever, and yours to use for any reasonable personal use.

    Does it matter where I live?

    Generally, no. We do not have any geographical restrictions. 

     

    TECHNICAL ISSUES

    I tried to download something to my iPad/iPhone/Kindle/Xbox and it didn't work.

    Although some of these devices can stream audio & video, most of them cannot save downloads. If you would like to download the videos for viewing on your device, download it to your PC/Mac and transfer or sync the file from there. If you don't know how to do this with your device, please contact support at the device's manufacturer.

    I tried to burn a DVD but it didn't work.

    The video files we provide are as mainstream and compatible as we can make them, so they should work for the vast majority of software out there. Unfortunately we're not able to offer support for DVD burning. If you need help burning a DVD, please contact the manufacturers of the software.

    My download was interrupted.

    We use Amazon Cloud for distributing the digital files, and they find a server closest to your location for the best possible speed. However, sometimes connections can be slow. We would recommend trying other browsers if you see frequent interruptions, and another internet connection if one continues to fail.

    If you have no luck or need a download back, contact our customer service staff by clicking http://www.fret12.com/contact and selecting Customer Service from the drop down menu.

    All my downloads are gone but I only downloaded the file once.

    If you use a download accelerator/manager (e.g. DownThemAll for the Firefox browser), a single click will deplete your account of downloads. Please download directly without additional software.

    I have problems playing a downloaded video.

    Please try VLC Player (videolan.org/vlc) which should be able to play the file fine. If you continue to have trouble, try another download or contact our customer service staff by clicking http://www.fret12.com/contact and selecting Customer Service from the drop down menu.