​   Thank you for your attention to the following policies, which are in place to ensure a smooth and efficient experience for both our business and our customers:
 

• We are open for drop-off and instrument consultations by appointment only, booked through our website. We do not book appointments over the phone or via email, and all bookings can be made from our home page.
   

• Walk-in traffic is not accepted at this time. An appointment is required for consultations and instrument drop off.
   

• The best way to communicate with our shop is through email. We often turn the phone off when we are performing complex structural repairs. We will answer the phone, and messages left there, when we are able, but usually respond to emails within 24 hours.
   

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

• We accept payments in cash, and for convenience offer processing of MasterCard, VISA, Discover, AMEX, Apple Pay, Venmo, Paypal, and other forms of payment through our Point of Sale system. Please note: All Credit Card/Electronic Transactions (including Apple Pay, etc) will have a 3.5% processing fee added to the bill. This fee is waived for a transaction when paid with cash.
   

• Our turnaround times are estimated and communicated at drop-off. We will do our best to adhere to these estimates, but we will communicate with you if there are any delays or changes. If you need your instrument by a specific date, please communicate that at drop off.
   

• We reserve the right to decide which projects we can take on and which we cannot. We will communicate with you if we are unable to perform the requested work at this time and may offer recommendations to other luthiers or guidance on how to proceed.
   

• Instructions for picking up your instrument(s) will be emailed to you.
   

• When picking up your instrument, please bring your claim check or a photograph of the claim check. No exceptions.
   

• Our work is backed by a 30-day warranty from the time of completion, including setups, as humidity/temperature changes can affect your instrument. Any instrument returning after this 30-day period will be considered new work.
   

• Final labor estimates are provided in person. Exceptions are made for instruments shipped to our location -- we will work out the quote/details with you over email in that case.
   

• All labor quotes are final and cannot be discounted/negotiated after the work is completed. We confirm the labor estimate at drop-off, and any additional work will require your approval before proceeding.
   

• Instruments must be left with us to be worked on and will be entered into our queue in the order they are received. No repairs are performed while the client is in the shop or while you wait.
   

• If you need your instrument quickly or by a specific date, rush services may be available at the Owners' discretion for an additional minimum fee of $100 per instrument. Rush service availability is subject to scheduling and some repairs may not qualify.
   

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

• Our typical turnaround time is ~1 week for setups and basic repairs, and 2-4 weeks+ for more complex repairs. We prioritize quality and attention to detail over quick turnaround, and we aim to adhere to the estimated turnaround time offered at drop-off.
   

• For jobs estimated at $200 and above, a 50% down payment is required at drop-off, along with upfront payment for material costs such as pickups, bridges, tailpieces, etc.
   

• All materials and labor are non-refundable.
   

• 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 are a tiny shop and do not have room for long-term storage. We appreciate timely pickup and communication from customers 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.
   

   We appreciate your understanding of these policies, which are in place to ensure a smooth and efficient experience for everyone involved. There is an unprecedented demand for guitar repair services, and there are very few craftspeople in Los Angeles. We take as much time as we need to do our work to our standards, and appreciate your interest and understanding of our craft. Thank you for your cooperation.

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