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Please note: Much of what is written here is a protection for us (the business) and for you (the customer) so that we can match expectations, and understand on even footing what our policies are. Thanks for your understanding.
 

• We are open by appointment for drop off and instrument consultations. All booking is done through our website -- we do not book over the phone or via email. You can book from our home page.
   

• We are not open to walk-in traffic. You must have an appointment to be seen.
   

• We accept instrument drop-offs, instrument pickups, and consultations on Thursdays and Saturdays from 12PM-6PM. We are closed to the public on other days and focused on complex restorations/repairs.
   

• Our turnaround times are estimates that we do our best to stick with. We will communicate with you at drop off what the current wait time is, and when we expect to finish your instrument. If we become stuck on a project or require more time, we will let you know.
   

• We reserve the right to decide what projects we want to take on, and which we don't.
  
  We will do our best to let you know what is going on with an instrument, or if it is work we are either uncomfortable performing, or do not wish to perform at that time.
  
  A consultation does not guarantee that we will wish to take on your project at this time. If that is the case, we will make a recommendation to another luthier that might or offer best guidance for how to proceed.
   

• We will email you instructions for picking up your instrument(s). 
   

• We require that you bring your claim check (or a photograph of the claim check) when picking up your instrument. NO EXCEPTIONS.
   

• Our work is backed by a 30 day warranty from the time of completion. This includes setups, as humidity/temperature changes can affect your instrument. Any instrument coming back to the shop after this 30 day period (from time of completion) will be considered new work.
   

• We only provide final labor estimates in person. Exceptions are made for instruments shipped to our location.
   

• All labor quotes are final and cannot be discounted/negotiated after the work is completed. We confirm the labor estimate at drop off and if any additional work is required we will get in touch with you prior to performing that work to get your approval.
   

• We require that you leave your instrument with us to be worked on so it can be entered into our queue.
  
  No repairs are performed while the client is in the shop or while you wait, and all instruments must be entered into our queue in the order they are received.
  
  If you do wish to leave your instrument with us at a later date, it will be entered into the queue at that time.
   

• If you need your instrument quickly or by a specific date (leaving for tour, needed for a recording session), we can discuss a rush charge. This does not 'skip the line', it pays for one of us to stay after-hours and work on your instrument. We only offer a rush service when we are able to schedule it. The minimum fee is $100 additional to the bill per instrument rushed. Some repairs do not qualify for rush services, and a rush service is only available at the Owners' discretion.
   

• We only perform restrings of instruments as part of a general setup/maintenance for the instrument. Our minimum labor is $100/hr, which covers most basic setups/maintenance tickets.
   

• Our turnaround time is typically within 1 week for setups and basic repairs, and 2-4 weeks+ for more complex repairs. This can vary, though we aim to turn things around as quickly as possible.
  
  Our shop focuses on quality and attention to detail over lightning quick turnaround, but we do our best to adhere to the turnaround time offered at drop-off.
   

• For jobs estimated at $200 and above, a 50% down payment is required at drop-off. We ask that Material costs be paid for up front as well (Pickups, Bridges, Tailpieces, etc.)
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• Any instrument left in the shop for longer than 7 days beyond the date of completion without prior agreement will incur a $200 per week storage fee. We will notify you over phone and email before incurring this charge. We are a small shop and do not have room for long-term storage. We do not want to charge people for this 'service', but also hope to have timely pickup. These are exceptional times with COVID (we understand), but we need contact from you in order to decide how to best move forward.
   

• Any instrument left in the shop for 30 days past the date of completion without prior agreement will become the property of Patt's Guitar Repair and Instrument Conservation, LLC. The instrument will be sold at auction to cover costs of labor/materials and storage. We will communicate this to you over the course of a month with written notice and voice mail.

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