Thank you for your interest in ppeq.com. We’ve compiled answers to the most common questions to help you get the information you need quickly. If you don’t find what you’re looking for, feel free to contact us—our team is ready to assist!
Product-related Questions
1. What materials are your instruments (electric guitars, basses, classical guitars, etc.) made of? Do you provide detailed specifications?
--Every product comes with comprehensive specifications, including scale length, neck joint type, body/neck/fingerboard materials, controls, and accessories. For limited-edition models, we also provide actual weight details and high-resolution real photos. If you need any additional specifications not listed, please contact us—we typically respond promptly with the information you need.
2. Do you offer custom instruments? (e.g., body color, accessory replacements, engraving, etc.)
--Customization is available for electric guitars, bass guitars, and mandolins. We can accommodate almost any custom request for these product lines.
3. Are instruments inspected before shipping? Do you provide quality inspection reports?
--Yes, all instruments undergo rigorous internal quality checks to ensure they meet our standards—we never ship products with defects or that fail to match their descriptions.
For limited-edition models (which often have only one unit available), if we identify any new issues during final inspection that aren’t clearly shown or visible in our website photos, we will document these issues with detailed photos and contact you immediately to confirm if you’re comfortable with the condition. If you’re not satisfied, we’ll process a full refund within 24 hours.
Rest assured: We stand firmly behind our commitment to delivering only quality, accurate products to our customers.
4. Do you have stock for niche instruments like mandolins, banjos, and violins? What’s the restock time if an item is out of stock?
--Most niche instruments are in stock. As an independent company with our own warehouse, if a product is listed as "in stock" on our website, it is available. For out-of-stock items, restock times vary by product—please contact us for details.
5. What accessories are included with the instruments? Do you provide free cases, strings, or picks?
--Our instruments do not typically include cases, picks, or similar accessories.
Order & Payment Questions
1. How do I place an order on the website? Can I modify order details (e.g., shipping address, product model) after placing an order?
--If your order has not yet shipped, we can accommodate modifications to details like shipping address or product model.
2. What payment methods do you accept? Do you take credit cards, PayPal, or cross-border transfers?
--We accept bank transfers, PayPal, and major credit cards, including American Express, Mastercard, Visa, Discover, and JCB.
3. How long does it take to confirm an order? How can I track my order status?
--Orders are confirmed immediately upon payment. Once shipped, we’ll send the courier name, tracking number, and real-time tracking instructions to your registered email.
4. Can I cancel my order? What’s the refund process, and how long does it take for the refund to arrive?
--Orders can be canceled if they haven’t shipped. If already shipped, we’ll attempt to intercept the package with the courier. If interception fails:
• U.S. customers can contact us to return the item to our U.S. warehouse or agent after delivery.
• Customers in other countries may refuse delivery.
In cases where interception fails, the buyer is responsible for our original shipping fee, customs charges, and return shipping costs.
5. Does the listed price include taxes? How is VAT calculated for European and American regions?
--For U.S. customers, our prices are either tax-inclusive or tax-exempt. For customers in other countries, prices do not include taxes, but we can legally declare the product value within reasonable limits to assist with customs.
Shipping & Delivery Questions
1. Which countries/regions do you ship to? What’s the delivery time for major European and American countries?
--We ship worldwide. Order processing takes 2–4 days, and standard delivery via couriers is 10–20 days. In cases of extended customs inspections, delivery may take 25–30 days.
2. Which couriers do you work with? Can I get a tracking number?
--Yes, we provide real-time tracking numbers. For North America, we use EMS, FedEx, and UPS. For Australia, Japan, South Korea, and Europe, we use EMS and various dedicated line couriers.
3. How is international shipping calculated? Do you offer free shipping for orders over a certain amount?
--Standard shipping for a single item is typically $25. For the U.S. market, select models are stored in our U.S. warehouse, offering expedited delivery (3–4 days) and free shipping on some products.
4. What if an instrument is damaged or lost during delivery?
--Once confirmed, we will either ship a replacement immediately or issue a full refund within 24 hours.
5. Is customs clearance complicated in European and American regions? Will buyers need to pay customs duties or clearance fees?
--For U.S. customers, shipments are generally tax-inclusive or tax-exempt. Customs clearance in other countries is straightforward—customs will typically contact you directly for quick processing. Though we’ve been independent from Pango Music for a few years, based on shared data from our time as a subsidiary, we’ve never received complaints about complex clearance issues. Our professional team is available to assist with any customs-related questions.
After-Sales & Warranty Questions
1. How long is the warranty period for instruments? What does the warranty cover?
--We offer a lifetime warranty covering all components of the instrument.
2. If there’s a quality issue during use, how do I request repairs, returns, or exchanges?
--Contact us immediately with any quality concerns. As a platform with deep partnerships with manufacturers, we have the expertise to resolve various issues and will address each case individually—we stand behind our products and customers.
3. What are the conditions for returns or exchanges? Will the buyer be responsible for return shipping?
--If your instrument arrives damaged or with quality issues, contact us within 7 days, retain the original packaging, and provide photos of the outer packaging, full instrument (front/back/sides), and detailed shots of the issue. We’ll cover return shipping and issue a full refund.
4. Do you offer repair services for instruments after the warranty expires? How are repair costs calculated?
--We provide lifetime warranty services. Repair costs, if applicable, are determined on a case-by-case basis.
5. What if I receive missing accessories or the wrong model?
--Contact us within 7 days, retain the original packaging, and provide photos of the incorrect item. We’ll arrange a replacement or return promptly, covering all additional costs.
Company & Cooperation Questions
1. What is your relationship with Pango Music? Are you currently an independently operated brand?
--We are now an independent company with our own office, warehouse, and team. We operate our brands independently but hold authorization from Pango Music to use their brands and product customization services.
2. Where is your headquarters located? Can you provide detailed contact information?
--Our headquarters is in Jinan Gaoxin Wanda Plaza, Jinan, Shandong, China. (Contact details will be updated soon—please use our online chat or email for immediate assistance.)
3. Do you support wholesale partnerships? What policies do you offer to overseas distributors or retailers?
--Yes, we offer partnership opportunities for individuals, musicians, bloggers, YouTubers, Facebook creators, instrument shop owners, and independent designers. Please contact us via email for detailed partnership policies.
4. When will the email information on the website be updated? How can I reach you quickly for urgent issues?
--For urgent inquiries, use our online chat function or contact us via email (updates coming soon).
5. Can you provide bulk purchase quotes? What is the minimum order quantity (MOQ)?
--The MOQ is 1 unit. For orders of 6 units or more, we can offer a discount—contact us for a custom quote.
We’re committed to providing exceptional service and quality instruments. If you have further questions, don’t hesitate to get in touch!