Collings instruments are built to provide a lifetime of playing enjoyment. However, like any stringed instrument, they can require occasional repair or setup work to maintain proper tone and playability. While we proudly stand behind the workmanship of our instruments, the majority of repair issues that we encounter can be addressed by simple adjustments. Many repair situations relate to minor setup issues with the nut, saddle, or truss rod.
As a first step, we advise that you contact your dealer where you purchased the guitar. Many of our dealers have in-house repair technicians that can quickly resolve common problems. It's generally a good idea to avoid the risk and expense of sending your instrument to our shop if local repair options exist. In the worst case scenario, a local repair shop can rule out common causes of problems. If you are in a situation where the issue cannot be resolved locally, it may be best to send the instrument to our shop. Your local dealer can also usually help in packaging and shipping the guitar to us if needed. If you don't have a dealer close by that can help, we can likely refer you to a qualified repair shop that can help.
Feel free to contact us with any repair related questions.
The Repair Process
To send your instrument in for repair, please follow the procedure outlined below:
- Contact our repair department at (512) 288-7776 to obtain a Return Authorization (RA) number. You can also obtain a RA number by sending email to email@example.com.
- Place a note inside your instruments case that includes your name, RA number, contact information, return shipping address, and a brief description of the work to be performed.
- Locate a suitable shipping box and carefully pack your instrument in its case so that it is securely held in place by packaging material (newspaper, bubble wrap, biodegradeable peanuts, etc). Your dealer can usually assist you in this area. You may also want to review our shipping tips.
- Make sure that the RA number is marked legibly on the outside of the shipping box near the shipping label. We'll need this number to properly log your instrument into our system.
Once we've recieved your instrument, we will contact you to let you know that it has arrived safely. The first call will be to simply let you know that it's arrived. Once the instrument has been evaluated, a member of our repair staff will contact you with our repair recommendations, estimated time frame, and a price quote (if applicable).
When the repair work is completed, we will contact you to make the necessary shipping arrangements and collect any payment for non-warranty repairs. We will not ship your instrument out without first making contact to ensure that someone will be available to receive the guitar.
While we see relatively few instruments damaged in shipping each year, there is always a risk in shipping an instrument across the country. For this reason, it's generally best to exhaust local repair options before sending your instrument in to our shop for repair. If your repair issue cannot be resolved locally and needs to be sent in, the following tips will help you protect your instrument and reduce the likelihood of damage in transit:
- Find a sturdy box. In many cases, your Collings dealer (or any other guitar shop) can provide you with a suitable box to use to ship your guitar. Ideally, the box should have at least two layers of corrugation for added strength. A lightly used box will usually suffice, but avoid using a box that is at risk of tearing or could be easily gouged. Alternatively, a shipping outlet such as Mail Boxes, Etc. can provide you with a box and necessary packing materials.
- Support the peghead. The peghead (aka headstock) is an area that can be vulnerable to potential impact during shipping. It's very important to support the headstock by packing the case headstock compartment with newspaper, bubble wrap, or old T-shirt(s). This simple step will greatly reduce the likelihood of breakage at the headstock.
- Pack the case tightly inside the box. You can use biodegradeable peanuts, bubble wrap, newspaper, or other packaging materials to prevent your instrument (in it's hardshell case) from moving inside the box. Remeber that packaging materials can compress during transit, so it's a good idea to pack the instrument tightly.
- Ship early in the week. When possible, it's a good idea to ship your instrument on a Monday or Tuesday to prevent your instrument from being held by the freight company over the weekend. UPS or FedEx are both good options for shipping.
- Insure your instrument. When it comes to shipping an instrument, it's better to be safe than sorry. Make sure to insure your package for the full replacement value of your instrument.
Electrics: In addition to the tips above, it's very important to unscrew the tip from the toggle switch before shipping. Removing the plastic tip will greatly reduce the risk of crushing in the top of the instrument around the switch.
PLEASE NOTE: Due to the current coronavirus situation and production/workforce limitations related to local and state ordinances, we are not currently accepting orders for non-warranty parts or accepting any non-warranty repair work. We will update this status when possible. If you are having a warranty-related issue, please email our Repair Department
Collings Guitars, Inc. Limited Warranty
Congratulations, you are now the owner of one of the finest handmade instruments in the world. One of the benefits of owning an instrument made by Collings Guitars, Inc. (“Collings”) is that, as the original owner, you are entitled to a limited lifetime warranty. This warranty is non-transferable. We ask that you fill out the card and return it to us, or register your instrument online within 30 days of purchase to make sure that your warranty is properly validated.
Although the Collings limited warranty lasts for as long as you own your instrument, there are a few reasonable restrictions of which you should be aware.
What this warranty covers:
This Collings instrument is warranted to be free from defects in materials and workmanship, to the original purchaser, for as long as he/she owns the instrument. Components not manufactured by Collings (e.g. tuners, cases, pickups, hardware, electronics, switches, jacks, controls, plated surfaces, etc.) are warranted for a period of one (1) year from the original purchase date. This limited warranty constitutes the entire warranty of Collings with regards to its instruments. No representation or warranty by any Collings salesperson, dealer, agent, representative or employee shall be binding upon Collings Guitars, Inc. other than as expressly set forth herein.
What this warranty does not cover:
The Collings Limited Warranty does not cover the following: wear and tear from normal use and any damage that is the result of misuse, abuse, or unauthorized modifications, damages from unauthorized or self-made repairs, improper maintenance, accidents, exposure to adverse temperature and/or humidity, and other careless action, which by its nature results in damage to the instrument or to components not manufactured by Collings.
This warranty is strictly limited to repair or replacement of any and all parts of the instrument found, under this warranty, to be defective upon examination by Collings Guitars. In no event shall Collings be liable for any indirect, incidental or consequential damages.
Although great care has been taken to use the very finest finishing materials available on this Collings instrument, cracking or checking of the finish can occur due to adverse atmospheric conditions. The resulting cracking or checking is not covered under this warranty.
Shipping and insurance charges to and from the factory for authorized repairs are the responsibility of the owner. Although we take great care in shipping any instrument, we are not responsible for any damage that occurs during shipping either to or from the factory.
THIS WARRANTY IS THE SOLE WARRANTY OF COLLINGS GUITARS, INC. AND IS GIVEN IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF FITNESS FOR PURPOSE AND MERCHANTABILITY.