At Guyker, we focus on the R&D and manufacturing of electric guitar parts (such as locking tuners/tuning pegs, bridges and accessories, nuts, pickups, and more). We take after-sales support seriously and follow a clear, professional, and easy-to-communicate approach.
If you find that a product is not suitable or there is an issue after you receive it, we want you to get a simple, clear, and straightforward solution.
Step 1: Contact Us First (Describe the Issue + Provide Photos/Videos)
If you encounter any of the following (including but not limited to):
- Quality issues (not caused by human damage)
- Wrong model/color/specification shipped, or incorrect item
- Missing accessories or parts
Please contact Guyker Support: support@guyker.com
To help us identify the issue faster, please provide:
- Order number
- Clear photos or a short video (enough to show the issue)
- A brief description of your guitar model/setup and installation details (if applicable)
We will verify based on your order details, product specifications, and real-world use case, then provide an appropriate solution.
Your Choice: Replacement/Reshipment or Full Refund
After we confirm the issue is covered by our support, we will provide two clear solutions. In most cases, you can choose the option you prefer.
Option A: Replacement / Reshipment (Best if You Want to Keep Using It or Wait for an Upgraded Version)
If you want to keep using the product, we can provide one or more of the following depending on the situation:
- Reship the correct product or missing parts
- Replace with the same model or a compatible alternative (to ensure usability)
- If the case requires an improvement upgrade, we will move forward with internal improvements and reship an upgraded or fixed version for free once completed
This option is a good fit if:
- You want to ultimately receive a version that works, fits, and stays stable
- You are willing to wait for us to complete the improvement and reship the upgraded product
Option B: Full Refund (Best if You Do Not Want to Wait and Prefer to Close the Case Quickly)
If you prefer to resolve the issue immediately, we can process a full refund after verification.
Our Core Promise: Free Reshipment After Product Improvements
Some cases are not simply “missing parts” or “wrong item,” but may involve:
- Fitment experience that is not ideal for certain guitar models or setups
- Specific batches that need further optimization in structure, tolerances, or details
- User feedback showing clear room for improvement
For these situations, we take real user feedback seriously and follow an internal improvement process:
Collect information → Analyze the cause → Plan improvements → Complete upgraded production → Reship the upgraded version for free (or provide a refund if you prefer)
We do not avoid issues, and we do not shift the cost or hassle to customers. If you are willing to wait, we will complete the upgrade and reship the improved version. If you do not want to wait, we respect your choice and process a refund.
Returns (We Keep It Hassle-Free)
Our goal is to make the process as easy as possible. In many cases, you do not need to return the incorrect or problematic product. Whether a return is required will be confirmed based on the specific case and order details, and we will provide the easiest arrangement.
Summary: One Principle Only, Solve It Properly
- Contact us first: describe the issue and provide photos/videos
- We verify quickly: using your order details and real-world setup information
- You choose: replacement/reshipment or a full refund
- If an upgrade is needed: if you are willing to wait, we will improve it and reship the upgraded version for free
If you need help, please contact: support@guyker.com
To make our support policy more transparent, we’ve included real after-sales cases below. Each case is summarized in a clear format—Background, Issue, Impact, Resolution, Outcome, and Improvement—so you can see exactly how we verify details, communicate options, and follow through with either a replacement/reshipment or a full refund.
Case 1: [JZA-001] Height & String Action Fitment Optimization: Full Refund or Wait for an Upgraded Reshipment
- Background: Some users installed JZA-001 on Jazzmaster platforms and compared it with common solutions such as the stock bridge, Staytrem, Mustang, etc.
- Issue: Early versions on some guitars had overall saddle height that was too high, making it difficult to lower the bridge into the action range many players need; users also suggested a string spacing of about 53.5mm might be more ideal.
- Impact: It affected the adjustable range and final setup feel, making it hard for some users to achieve ideal action.
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Resolution: After confirming the issue could affect normal user experience, we provided two clear options:
- Full refund (respecting customers who do not want to wait)
- For customers willing to wait: we initiated design optimization and version iteration; once the upgraded version arrives, we will arrange reshipment of the optimized version depending on actual availability
- Outcome: For customers who did not want to wait, refunds were processed promptly; for those willing to wait, we ensured they could receive a better-fitting updated version later.
- Improvement: Based on real user feedback, we have started evaluating and iterating key parameters (height adjustment range, core dimensions, etc.) to ensure the new version offers better fitment and adjustability.
Case 2: [Truss Rod Cover] Wrong Item Shipped: Reship the Correct Version After Confirmation (Usually No Return Required)
- Background: The customer ordered a 3-hole truss rod cover from Guyker, order #19694. The package was delivered on December 14. Due to holidays and other repair schedules, the customer did not open and check immediately and only verified parts later.
- Issue: The customer found they received a 2-hole version instead of the ordered 3-hole version, a model/spec mismatch caused by picking/packing/shipping.
- Impact: Hole mismatch can prevent installation or require additional modification, affecting the customer’s repair/mod project timeline and overall experience, and creating unnecessary waiting and communication costs.
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Resolution: After the customer contacted us, we promptly checked the order details and asked for clear photos to confirm the received spec. Once confirmed as our responsibility, we followed the principle of “getting the customer back to usable as soon as possible”:
- No need for the customer to return the incorrectly shipped item (in most cases)
- Directly reship the correct 3-hole version so the customer can complete installation and use ASAP
- Outcome: After confirmation, we reshipped the correct spec. The customer could continue the repair/mod plan with minimal extra steps, reducing both waiting and communication costs.
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Improvement: For this type of wrong-item case, we will review internal picking and packing processes and strengthen the following to reduce recurrence:
- Second check for key specs (hole count/model/color)
- Consistency verification between label and physical item before packing
- Picking prompts and zone management for easily confused variants
Case 3: [GK-New-001] Complex Installation & Easy String Breakage: Full Refund After Feedback, and Product Removed
- Background: The customer purchased and installed GK-New-001.
- Issue: The installation process is relatively complex, and strings can break easily during installation.
- Impact: It affects normal installation and user experience and increases unnecessary consumable loss.
- Resolution: After receiving customer feedback and confirming the situation, we processed a full refund. Considering this issue could affect more users, we subsequently removed the product from the website.
- Outcome: The customer received a full refund; the product was removed to prevent more customers from encountering the same issue.
Case 4: [GG100] Stripped/Stuck Screws Prevent Normal Adjustment: Full Refund and Compensation After Confirmation
- Background: The customer purchased and installed the GG100 / GG-100-BK bridge.
- Issue: The customer reported a quality issue: mounting screws were damaged or stripped; the hex screws used to adjust string height got stuck after a few turns; bridge screws could not be adjusted for intonation normally.
- Impact: It affected normal installation and adjustment, making it impossible to complete action and intonation setup.
- Resolution: After confirmation, we issued a full refund (for the product amount) and provided an additional $50 compensation.
- Improvement: We will move forward with CNC processing optimization.
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