FAQ

FREQUENTLY ASKED QUESTIONS.

Ordering

  • Yes! We sell Bad Cat and Jia Guitars and music gears directly from this website, and ship worldwide, straight to your door. Not sure about buying online? Don't fret... every order through us qualifies for our Zero-Risk Satisfaction Policy. We aim to create satisfied lifelong customers. We will provide partial refund or store credit depending on the circumstances. Full replacements will be provided on a case-by-case basis (eg- critical mfg defect rendering the guitar unplayable). Resolution of issues is always within 15 working days.

  • All transactions will occur in USD. Occasionally, an international transaction may prompt a small (usually 3%) Foreign or International Transaction Fee. This fee is not charged by us - if you have been charged such a fee, please contact your bank / credit card provider.

  • If the instrument you want is not currently in stock, but is available for pre-order, you can place an order for it now to reserve it.

    Most items will give you the option to pre-order.

    Please see this page for a list of all incoming inventory.

  • The amounts shown on your invoice reflect the exact amounts charged by us, through our store.

    If your shipping address is outside of the USA, your courier will collect taxes / import duties prior to delivery. (Example: if you are in the EU, VAT and any applicable import fees would be collected on delivery. Please confirm you understand Duties/Taxes before completing your order.

    Regardless of where you live, some customers may see a small (usually 3%) "International" or "FX" fee on their statement post-purchase. This is not a charge from us, but from your bank. Please contact your bank / credit card provider for more information if you've received such a charge.

  • At this time, we do not offer individual custom builds. That being said, we're always running ideas for new models on our Custom Projects page.

    These are instruments that do not yet exist, but rather are ideas for new models that you can help come to fruition. Think of them as "Kickstarter" campaigns - we collect a small deposit up front, and if the project garners enough interest, the instrument goes into production. Once complete, we collect the remaining balance, and ship your guitar.

    For more details, please see this page.

    P.S.: We love hearing new suggestions for models. If you have an idea, please let us know!

Update on Shipping Methods Due to U.S. Tariff Changes (Applicable to U.S. Orders Only) 

Due to recent changes in U.S. tariffs, our entire shipping process has been adjusted to remain compliant and cost-effective. As a result, our previous shipping methods have been updated.

Express Shipping: Now primarily handled by UPS and FedEx. The entire shipping process typically takes approximately 10 to 15 business days.

Economy Shipping: Now involves a combined method—initial transport is managed by China EMS Post, delivering parcels from China to our U.S. warehouse. Final delivery within the U.S. is handled by UPS, FedEx, or USPS, depending on the most efficient option.The entire shipping process typically takes approximately 23 to 45 business days.

We appreciate your understanding as we adapt to these regulatory changes and continue working to provide reliable and timely delivery. At the same time, we are committed to enhancing our customer support and communication, ensuring that our team provides more timely and effective assistance.

Everything is under control—nothing to worry about here!!

Important Shipping Update Due to U.S. Tariff Policy Changes

Due to recent changes in U.S. tariff regulations, our shipping methods have been adjusted as follows:

  • Small guitars will now be shipped exclusively via UPS or FedEx.

  • Large guitars can only be shipped using economy logistics services.

Please note that tracking numbers may not provide detailed route information for any shipping method.

  • UPS/FedEx shipments typically arrive within 1–2 weeks, with a maximum delivery time of 3 weeks.
    If you have not received your small guitar after 3 weeks, please contact our Customer Support, and we will assist you promptly.

  • Economy logistics usually takes 1–2 months for delivery.
    If your large guitar has not arrived within 60 working days, please reach out to Customer Support. We are here to help and will work to resolve the issue as quickly as possible.

Thank you for your understanding and continued support.

Shipping

About Shipping

  • Please verify that your shipping address (No P.O. Boxes) is correct before making a payment. We are not responsible for undeliverable items due to incorrect addresses. Rejected packages will not be accepted or refunded.

  • Orders cannot be canceled or refunded once a SF Express/UPS/FedEx tracking number has been assigned. To cancel an order, please email badcatinstruments@gmail.com within 2 hours of purchase.

  • Guitar prices on the website do not include shipping costs. If an item is added to your cart but not purchased in a timely manner, it may become unavailable if sold out.

  • Orders are processed within 2-7 business days after payment. Your items will be shipped via SF Express/UPS/FedEx/China Post, and tracking information will be emailed to you. The shipping usually takes 7 to 45 working days.

  • Once the UPS/FedEx tracking status shows 'Delivered’, it confirms successful delivery. We are not responsible for items lost or stolen after delivery.

How to file a claim if your guitar is damaged during shipping?

#1: Contact us within 48 hours with your name, order number and email address through Facebook messages or email. Be sure to include the following specific images, then submit them to us for review

A). The box must be damaged for the carrier to reimburse a claim. Please provide picture of this.

B). Provide clear pictures of damage to the instrument.

C). Provide clear picture of label of package without removing it from the box.

D). Provide photos that show the entire box and guitar

#2: We will immediately contact our shipping partners regarding this issue. They may reach out to you by phone or email for further investigation. If they ask whether the parcel was visibly damaged on the outside, please confirm that it was significantly damaged, as you’ve provided photos of the exterior damage to sender. Please be aware the box/package must be damaged for international shipping regulation to accept a claim.

#3: Any further questions please contact us at :
Email: badcatinstruments@gmail.com
United States: Johhny  (+1) 503-869-3381
China: Jason (+86) 18678086711

#4: If a claim is not submitted within 5 business days from the Delivered Date, the carrier will not compensate the damage.

#5: Once claims are submitted- it usually takes 15 business days for the claim to be completed.
A). Once claims are completed- Bad Cat will ship a new replacement.
B). If the guitar is out of stock - Bad Cat can replace with same value model.
C). If the customer would like a different guitar, they can pay the difference (if there is a difference).

Advantages&Tips

What sets us apart from other guitar providers? In other words, what do we do better than the rest?

While platforms like AliExpress, DHgate, and eBay are popular, Bad Cat Instruments or Polaris4Music offers an exceptional alternative for guitar enthusiasts seeking quality and reliability.

Our commitment is to ensure a seamless process from start to finish. From carefully selecting materials—such as the body, neck, top, and fingerboard—to overseeing every production step, we leave no detail unchecked. We manage each stage, ensuring your guitar arrives in perfect condition at your door.

Here’s what sets us apart from other guitar sources:

Comprehensive Quality Control

We oversee the entire production process, starting with the selection of premium raw materials, checking each step from the paint shop to the final product. Our rigorous quality control ensures your guitar is top-tier in both craftsmanship and playability.

Meticulous Final Inspections

Before any guitar leaves our workshop, we conduct a thorough final check. This includes inspecting the guitar’s appearance, testing the truss rod, evaluating tone and fret buzz, and ensuring everything functions perfectly. We also clean and oil the fingerboard, polish the guitar, and address any fret-end issues—so it’s in pristine playing condition when it reaches you.

Fast, Reliable Shipping

To ensure a smooth delivery experience, we use express shipping methods like SF Express, UPS, FedEx, and DHL. This guarantees that your guitar arrives quickly and safely, minimizing wait times and maximizing satisfaction.

Customer-Focused Support

We stand by our products. That’s why we offer a hassle-free replacement or reasonable partial refund within 48 hours of delivery. Your satisfaction is our priority, and we're proactive in improving both our product quality and customer service.

Join our community of guitar lovers today and discover why Bad Cat Instruments is your ultimate destination for top-quality guitars. We are dedicated to providing the best solutions for our clients—your perfect guitar is just a click away!

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