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Customer Service


Your satisfaction is our guarantee.

You must be satisfied with your purchase. If not, we will gladly exchange it or refund the cost of the merchandise.

How to return an item:

Step 1.
Call our Customer Service Department at 1-800-528-3430. You will be issued an RA#(Return Number) for any returns or exchanges you want to make.

Step 2.
For your convenience and cost savings, you may request a pre-paid, return shipping label.  Please note, if you do request a pre-paid return label from SWS, and if the merchandise that you're returning is NOT defective or damaged, your pre-paid return label cost will be deducted from your refund.   Attach the label to your package.  Make sure the RA# you were issued is on the outside of the box. Please note, unless there is a manufacturer defect or you were sent something in error, the cost of the shipping will be deducted from your refund.  

Step 3.
Items missing their original packaging are subject to a restocking fee.  For shipments being returned to Southwest Strings using a pre-paid return label, a carrier will be indicated by the representative issuing the Return Authorization number.  Returns being shipped at the responsibility of the customer can be shipped by the carrier of your choice.  However, we recommend that you use a service that is traceable and offers insurance (USPS, FedEx, or UPS).


Details:

  • Strings, once installed, may not be returned.
  • If within the first year of purchase, the product has a manufacturer's defect, it may be returned and exchanged for the exact same product.
  • You will be responsible for return shipping unless the product is defective or was shipped in error.
  • International shipping, duties, and taxes are non-refundable and are the sole responsibility of the customer.
  • If you received free shipping, the uncharged shipping will be deducted from your refund.  Additionally, any items being returned for exchange as a result of customer error will incur a reshipping charge.  Small items = $3.99, large or oversized items will require a quote.
  • Items must be returned within 30 days and in like-new condition.
  • Clearance items are FINAL SALE and are not eligible for return or exchange.
  • Shrink-wrapped items such as CDs, DVDs, and Software, once opened, may not be returned.
  • If within 7 days the price of the product you purchased drops, please contact us! Promo code sales will only be honored within 48 hours of purchase. Any difference as a result of a sale price or price drop will be given in the form of a Southwest Strings gift card/code.  Please note, this does NOT include BOGO promotions.