FAQ
Orders & Shipping
How long does it take to ship my order?
In-stock items typically ship within 2–5 business days after your order is confirmed.
Please note that shipping may be delayed due to natural disasters, transportation issues, or other unavoidable circumstances.
Where are orders shipped from?
All orders are shipped from our BW Logistics Center in Kanagawa, Japan.
Which carrier do you use?
Orders are delivered via Yamato Transport.
How much is shipping?
Shipping is free for orders over ¥10,000 (tax included).
For orders below this amount, shipping fees will be calculated at checkout.
Where do you ship?
Currently, we ship within Japan only.
Can I select a specific wood grain or weight?
We’re sorry, but individual selection of wood grain, weight, or specific serial numbers is not available.
Orders are fulfilled randomly from available stock after confirmation.
Do you offer gift wrapping or special packing?
We do not offer gift wrapping or special packaging such as airline-grade protective materials.
Contact
How can I contact you?
All inquiries are handled by email only.
Please contact us at customer@bee-wing.com.
When contacting us, please include your order number or the instrument’s serial number.
Returns & Exchanges
Do you accept returns or exchanges?
Returns or exchanges are accepted only in cases of manufacturing defects or initial product faults.
We do not accept returns or exchanges for customer-related reasons.
What should I do if I receive a defective product?
Please inspect your item promptly upon delivery.
If you discover an issue, contact us by email within 7 days of receiving the product.
Be sure to include your order number or serial number when contacting us.
Are there cases where returns or exchanges are not accepted?
Yes. Returns or exchanges will not be accepted in the following cases:
- Requests made more than 7 days after delivery
- Damage caused by use
- Products that have been modified or disassembled
- Missing accessories or warranty documentation
Who pays for return shipping?
If the return is due to a manufacturing defect or incorrect shipment, we will cover the return shipping costs.
In all other cases, shipping costs are the customer’s responsibility.
Warranty & Repairs
What is the warranty period?
The warranty is valid for one (1) year from the date of purchase.
What is required to receive warranty service?
A valid warranty certificate must be presented in order to receive warranty service.
What does the warranty cover?
If a defect caused by manufacturing issues occurs within the warranty period,
we will repair the affected part or replace it with genuine parts free of charge.
What is not covered under warranty?
The warranty does not apply in the following cases, even within the warranty period:
- Altered or tampered warranty documentation
- Modified instruments
- Damage caused by improper handling or storage
- Damage caused by natural disasters (fire, flooding, etc.)
- Damage caused by extreme changes in temperature or humidity
- Damage to the case
- Neck damage caused by falling, regardless of circumstances
- Natural aging such as wood cracking, joint separation, fret lift, tuner wear, finish cracking, or surface changes
- Wear and tear of consumable parts (e.g., frets, output jacks, batteries)
Is the warranty transferable?
The warranty applies only to the original purchaser.
Please check our FAQ first for common questions.
If you still need assistance, we’ll be happy to help via email.
When contacting us, please include your order number or instrument serial number.
