FAQs

 

Shipping FAQs

What method is used for shipping my order?

UK Orders are dispatched via either Royal Mail Tracked 24 or Tracked 48 (up to 1kg) or UPS Standard Next Working Day depending on method selected at checkout.

International Orders are dispatched via Royal Mail up to 2kg, or UPS standard ( EU) or UPS Express Saver (ROW) for orders over 2kg. ( on some occasions we may choose to use an alternative courier where UPS is not available to your location, in such cases we will always select a reputable carrier such as Fedex, DHL etc)

Tracking Details will be supplied for you to track your order. 

Where orders are eligible for Free Shipping offers, goods will be shipped as above.

 

When will my order be dispatched?

We dispatch Monday to Friday

Same day dispatch cut off time for in stock items is 11:00AM GMT for UPS and 12:00PM GMT for Royal Mail.

In stock orders placed after these cut off times will be processed for dispatch the Next Working Day. Orders placed after the cut off times on Friday will ship the following Monday (with the exception of public Holidays), if all ordered items are available.

Please be aware that not all services are available for all items due to their size/weight or value.

Please allow 48 hrs for digital delivery of Custom Power Path orders. Orders placed for this service after 12pm (GMT) on a Friday will be processed Next Working Day (Monday with the exception of public Holidays). If you fail to receive your diagram, please first check your junk mail folder of the email address provided. If you still have not received it, please get in touch to let us know info@thegigrig.com 

Estimated delivery dates will be provided for out of stock items on their product pages. We endeavour to provide the most accurate estimate possible however dispatch times may be extended due to unforeseen production or logistic delays.

 

Do you do Saturday Delivery in the UK?

We unfortunately cannot offer any guaranteed Saturday UK Deliveries at this time.


We would advise customers requiring goods for the weekend that they place there orders before 12pm (GMT) on Thursday to guarantee delivery for the weekend

Items dispatched via Courier on a Friday will arrive the Next Working Day (Monday with the exception of public Holidays) within the UK

 

Changes for EU customers

VAT Now Paid at Point of Arrival

As of 01 January 2021, VAT will be paid at the point of arrival of goods into your country rather than pay any tax at the point of purchase.

The price you initially see will when browsing or adding items to your basket will include UK VAT (20%) ( Ex VAT prices are displayed on each product page under UK VAT inclusive price) 

However, when you have entered your address details, using the Shipping estimate tool on the cart page or at checkout, you will see the cart will automatically change the price you pay to the ex VAT price.  From here you can proceed as normal to payment.

The rate of VAT charged at the point of arrival will be that of your country. Click here for link to EU Country Tax Rates.

This applies to all orders that you have with The GigRig.

VAT will be calculated at the appropriate rate on the total net value or goods + duty where applicable.

When your goods are despatched and arrive in your country you will be contacted by the Carrier (UPS/Royal Mail/Local Mail Carrier) and it is at this point that you will pay the local VAT & Duty due on your purchase. The carrier will make it as quick and efficient as possible by completing and paying these on your behalf to ensure there is minimal delay to you getting your goods. Please note the carrier will include a disbursement fee with your VAT & Duty Bill for using these services.

Customs Duty also Applicable if Country of Origin not EU or UK

As well as local VAT, you may also have to pay any duty that is due if the goods were not made in the EU or UK (items originating in EU or UK are nil duty). 

As you may know, the vast majority of our products are designed and made in the UK. However there are a small number of items in our catalogue originate outside of the EU and may therefore be liable for additional duties. Please check which items may be affected here

We cannot yet be specific on these as these are set by the European Commission, but we understand that as Musical Instrument Accessories they should be charged at around 2.7 %.


There's no shipping service available for my address, does this mean I can't place an order?

Although we ship world wide there are still some regions we are unable to successfully deliver to.

Please contact us directly with your order details and shipping address and we'll see if we can ship to you by an alternative method.

If you are seeking delivery to an address in the USA please use our US Store

 

Returns Policy

You may return most new, unopened items within 30 days of delivery for a refund (shipping not included). We'll provide a returns label if the return is a result of our error (you received an incorrect or defective item, etc.).

If you need to return an item, please use the return request facility that can be found within your accounts order history. If you checked out as a guest please Contact Us with your order number and details about the product you would like to return. We will respond quickly with an RMA number and form, with instructions for how to return items from your order.

 

After you receive your RMA, ship your product via a guaranteed, trackable shipping service (UPS, FedEx) to the address provided with the RMA.

Th return must have an RMA number clearly marked on the outside of the shipping box.
Products must be returned in new condition, shipped in the original packing material with power supply, to qualify for a refund. Worn or abused products or products that are missing accessories will be subject to a 20% restocking fee and/or store credit only.

We reserve the right to deny a return in the case of excessive wear.

The return shipping method must include tracking and a declaration of the full value to protect against lost shipments.
Return shipping cost is the responsibility of the customer unless the return is a result of our error (you received an incorrect or defective item.)

After receiving an RMA number, the customer must return the associated item immediately and it must arrive at our facility within 7 days. Returns may be denied if returned more than 7 days after an RMA is requested.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Warranty

The GigRig warrants their own products to be free from defects in material and workmanship for a period of 2 years from the original date of purchase. If the product fails within the warranty period, The GigRig will repair or, at our discretion, replace the product and cover the cost of return shipping to the original purchaser. If the 2 year warranty has expired, The GigRig can repair units for a reasonable cost, depending on the damage.

Other brand products sold by the The GigRig come with a 12 month warranty against manufacturer defects.

Exclusions

This warranty covers defects in manufacturing discovered while using this product as recommended by The GigRig. This warranty does not cover loss or theft, nor does the coverage extend to damage caused by misuse, abuse, unauthorized modification, improper storage, lightning, or natural disasters. Damage caused by any of the above circumstances may result in a non-warranty repair fee.

Limits of Liability

In the case of malfunction, the purchaser’s sole recourse shall be repair or replacement, as described in the preceding paragraphs. The GigRig will not be held liable to any party for damages that result from the failure of this product. Damages excluded include, but are not limited to, the following: lost profits, lost savings, damage to other equipment, and incidental or consequential damages arising from the use, or inability to use this product. In no event will The GigRig be liable for more than the amount of the purchase price, not to exceed the current retail price of the product. The GigRig disclaims any other warranties, express or implied. By using the product, the user accepts all terms herein.