Consumer Returns FAQ
Q: Where do I find my order number?
A: Your order number can be found on the top portion of your invoice that was included with your order. It is also referenced in the emails you received regarding your order.
Q: My order number is not coming up for some reason, seeing error message “Order Does Not Exist”. What should I do?
A: Please continue to complete the return form and submit your request. Be sure to include additional information in the “Return Reason / Additional Notes” field. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: The email address I entered on my order has a typo/is incorrect. Can I use a different email address on the return form?
A: Yes, please include the correct email address where you can receive an email confirmation for the return. You may see error message “Email is not associated with this order” pop up. Please continue to complete the return form and submit your request. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: Why am I seeing $0 under Total Refund Amount?
A: If your order cannot be validated in the return form due to order number and/or email address not matching, it will display a $0 amount. Please continue to complete the return form, provide additional notes in the “Return Reason / Additional Notes” field, and submit your request. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: I placed my order over the phone. Can I still submit my return request using the return form?
A: Yes, you may see the “Order Does Not Exist” message pop up. Please continue to complete the return form and submit your request. Be sure to include additional information in the “Return Reason / Additional Notes” field. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: How do I add more than one model number?
A: After adding the model number, hit enter and an additional field will populate below. You can enter up to 4 items in the “Model Number” fields. If your order has more than 4 items, please list the additional items in “Return Reason / Additional Notes” field.
Q: Why am I seeing error message “Model ## not associated with this order?”
A: Please make sure you entered the model number in correctly. If you confirm the information is correct, and that model number is associated with your order, please continue to complete the return form, provide additional notes in the “Return Reason / Additional Notes” field, and submit your request.
Q: My instrument arrived damaged/defective. How do I request a replacement?
A: You can select the option to replace under “Return Type” and specify that is it is defective under “Return Issue Category”. Please include a detailed description of the issue and photos in the “Return Reason / Additional Notes” field.
Q: Can I return an item I purchased through a Fender Authorized Dealer?
A: The return form can only be completed for orders placed on Fender.com, PreSonus.com, or Jacksonguitars.com. If you purchased your instrument through a Fender Authorized Dealer, please reach out to them for further assistance.
Q: Can I submit a request to return my Mod Shop guitar?
A: Due to the personalized nature of our Mod Shop builds we cannot accept returns on Mod Shop orders. All Mod Shop builds carry Fender’s 2-year warranty. If there is an issue with your Mod Shop guitar, please contact a Gear Advisor for further assistance by filling out this form here
Q: How long will it take to process my return?
A: Please allow 2 business days to receive a response to your request.
A: Your order number can be found on the top portion of your invoice that was included with your order. It is also referenced in the emails you received regarding your order.
Q: My order number is not coming up for some reason, seeing error message “Order Does Not Exist”. What should I do?
A: Please continue to complete the return form and submit your request. Be sure to include additional information in the “Return Reason / Additional Notes” field. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: The email address I entered on my order has a typo/is incorrect. Can I use a different email address on the return form?
A: Yes, please include the correct email address where you can receive an email confirmation for the return. You may see error message “Email is not associated with this order” pop up. Please continue to complete the return form and submit your request. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: Why am I seeing $0 under Total Refund Amount?
A: If your order cannot be validated in the return form due to order number and/or email address not matching, it will display a $0 amount. Please continue to complete the return form, provide additional notes in the “Return Reason / Additional Notes” field, and submit your request. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: I placed my order over the phone. Can I still submit my return request using the return form?
A: Yes, you may see the “Order Does Not Exist” message pop up. Please continue to complete the return form and submit your request. Be sure to include additional information in the “Return Reason / Additional Notes” field. Your request will be reviewed by a Gear Advisor and an email will be sent to confirm.
Q: How do I add more than one model number?
A: After adding the model number, hit enter and an additional field will populate below. You can enter up to 4 items in the “Model Number” fields. If your order has more than 4 items, please list the additional items in “Return Reason / Additional Notes” field.
Q: Why am I seeing error message “Model ## not associated with this order?”
A: Please make sure you entered the model number in correctly. If you confirm the information is correct, and that model number is associated with your order, please continue to complete the return form, provide additional notes in the “Return Reason / Additional Notes” field, and submit your request.
Q: My instrument arrived damaged/defective. How do I request a replacement?
A: You can select the option to replace under “Return Type” and specify that is it is defective under “Return Issue Category”. Please include a detailed description of the issue and photos in the “Return Reason / Additional Notes” field.
Q: Can I return an item I purchased through a Fender Authorized Dealer?
A: The return form can only be completed for orders placed on Fender.com, PreSonus.com, or Jacksonguitars.com. If you purchased your instrument through a Fender Authorized Dealer, please reach out to them for further assistance.
Q: Can I submit a request to return my Mod Shop guitar?
A: Due to the personalized nature of our Mod Shop builds we cannot accept returns on Mod Shop orders. All Mod Shop builds carry Fender’s 2-year warranty. If there is an issue with your Mod Shop guitar, please contact a Gear Advisor for further assistance by filling out this form here
Q: How long will it take to process my return?
A: Please allow 2 business days to receive a response to your request.