Thank you for visiting ppeq.com. We've put together answers to frequently asked questions to help you find what you're looking for quickly. If you need further assistance, don’t hesitate to reach out—we're here to help!
Product-Related Questions
1. What materials are your instruments made of? Do you provide detailed specifications?
Yes. Each product listing includes full specifications—scale length, neck joint type, body/neck/fingerboard materials, controls, and included accessories. For limited-edition models, we also provide actual weight and high-resolution photos. Need something not listed? Just contact us, and we’ll get back to you as soon as possible.
2. Do you offer custom instruments?
We offer customization on electric guitars, bass guitars, and mandolins. Whether it’s a special finish, hardware change, or personal engraving, we can accommodate most custom requests.
3. Are instruments inspected before shipping? Do you provide inspection reports?
Absolutely. Every instrument goes through a strict quality control process. We never ship items with defects or that don’t match their description.
For limited-run models (often one-of-a-kind), if we notice any new imperfections during final inspection that weren’t visible in the product photos, we’ll document them and contact you before proceeding. If you’re not satisfied, we’ll issue a full refund within 24 hours.
We stand firmly behind the quality and accuracy of every product we deliver.
4. Do you keep niche instruments like mandolins, banjos, and violins in stock? How long does restocking take?
Most niche instruments are available in our warehouse. If the website shows “in stock,” the item is ready to ship. For out-of-stock items, restock times vary—please contact us for specific timelines.
5. What accessories are included with instruments? Do you provide free cases, strings, or picks?
Instruments typically do not include cases, picks, or similar accessories unless otherwise stated.
Order & Payment
1. How do I place an order? Can I modify order details after ordering?
You can place an order directly through our website. If your order hasn’t shipped yet, we can help modify the shipping address or product model.
2. What payment methods do you accept?
We accept bank transfers, PayPal, and all major credit cards: American Express, Mastercard, Visa, Discover, and JCB.
3. How long does order confirmation take? How can I track my order?
Orders are confirmed as soon as payment is received. Once shipped, we’ll email you the courier name, tracking number, and a link for real-time tracking.
4. Can I cancel my order? What is the refund process?
You may cancel your order if it hasn’t shipped. If it has already been shipped, we’ll attempt to intercept the delivery. If interception fails:
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U.S. customers can return the item to our U.S. warehouse or agent after delivery.
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International customers may refuse delivery.
If interception is unsuccessful, the buyer is responsible for original shipping fees, customs charges, and return shipping costs.
5. Does the listed price include taxes? How is VAT handled for Europe and the U.S.?
For U.S. customers, prices are either tax-inclusive or tax-exempt. For other countries, prices do not include taxes, but we can assist by declaring reasonable product values for customs.
Shipping & Delivery
1. Which countries do you ship to? What are delivery times to Europe and the U.S.?
We ship worldwide. Order processing takes 2–4 days. Standard delivery is 10–20 days. In rare cases where customs inspections are extended, delivery may take 25–30 days.
2. Which couriers do you use? Can I track my order?
Yes, we provide real-time tracking. In North America, we use EMS, FedEx, and UPS. For Australia, Japan, South Korea, and Europe, we use EMS and dedicated regional carriers.
3. How is international shipping calculated? Do you offer free shipping?
Standard shipping for a single instrument is generally $25. For the U.S. market, select models are stored locally for faster delivery (3–4 days), and some products include free shipping.
4. What if my instrument is damaged or lost during delivery?
Once confirmed, we will ship a replacement immediately or issue a full refund within 24 hours.
5. Is customs clearance complicated? Will I have to pay duties or fees?
For U.S. customers, shipments are generally tax-inclusive or exempt. For other countries, customs clearance is typically straightforward—customs will contact you directly if needed. Based on our experience, we’ve received no complaints about complex clearance processes. Our team is available to assist with any customs-related questions.
After-Sales & Warranty
1. How long is the instrument warranty? What does it cover?
We offer a lifetime warranty covering all components of the instrument.
2. What if I encounter a quality issue? How do I request repairs or a return?
Contact us as soon as possible. With deep manufacturer relationships and technical expertise, we’re well-equipped to resolve issues and will handle each case individually.
3. What are the conditions for returns or exchanges? Who covers return shipping?
If your instrument arrives damaged or with quality issues, contact us within 7 days. Keep the original packaging and provide photos of the outer box, full instrument (front/back/sides), and close-ups of the issue. We’ll cover return shipping and issue a full refund.
4. Do you offer repair services after the warranty? How are costs calculated?
We provide lifetime warranty support. If a repair falls outside the warranty, costs are assessed on a case-by-case basis.
5. What if I receive the wrong model or missing accessories?
Contact us within 7 days with photos of what you received, keeping the original packaging. We’ll arrange a return or replacement and cover all related costs.
Company & Partnership
1. What is your relationship with Pango Music? Are you an independent brand?
We are an independently operated company with our own office, warehouse, and team. We maintain authorization from Pango Music to use their brands and product customization services.
2. Where is your headquarters? How can I contact you?
Our headquarters is located at No. 57, High-tech Zone, Jinan, Shandong, China. (Contact details are being updated—for now, please use our online chat or email for prompt assistance.)
3. Do you support wholesale or retail partnerships?
Yes. We welcome partnerships with musicians, content creators, instrument shops, and designers. Email us for detailed policy information.
4. When will the website contact information be updated? How can I reach you quickly?
For urgent matters, please use our online chat or email. Updated contact details will be posted soon.
5. Can I get a bulk purchase quote? What is the minimum order quantity (MOQ)?
The MOQ is 1 unit. For orders of 6 or more units, we offer discounts—contact us for a custom quote.
We’re dedicated to offering high-quality instruments and exceptional customer service. If you have more questions, we’d love to hear from you!