Last Updated: October 26, 2023
Welcome to Pango Music! Below you'll find answers to common questions about our products and services. For further assistance, contact us at info@pangomusic.com - we're always happy to help!
1. About Our Company
Q: What is Pango Music's background?
A: Established in 1987, Pango Music is a leading guitar manufacturer with our own factory in Weifang, China. We operate 5,000+ square meters of workshop space with 75 skilled craftsmen, producing over 500 guitar models for both international brands and our own product lines.
Q: Are you a factory or a retailer?
A: We are both! As the factory behind many global brands, we also sell directly to customers through our official store at GuitarKit.Shop. This allows us to offer competitive prices while maintaining quality control.
Q: What's your relationship with PPEQ?
A: PPEQ originated from within Pango Music and now operates as a fully independent e-commerce platform. We authorize PPEQ to retail selected products, allowing us to focus on our core strength: manufacturing exceptional instruments.
2. Products & Customization
Q: What products do you offer?
A: Our main products include:
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Electric guitars & bass guitars
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DIY guitar kits (electric, bass, mandolin)
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Finished instruments (harp, hawaiian guitars, banjos, mandolin family, violins)
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Custom designs across all categories
Q: Do you provide custom instrument services?
A: Yes! We specialize in OEM and custom manufacturing with a minimum order quantity of just 1 piece. Customization options include:
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Body woods: Paulownia, Basswood, Mahogany, Alder, Ash, Elm...
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Neck materials: Maple, Flamed Maple, Mahogany, Rosewood...
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Fingerboard options: Maple, Mahogany, Rosewood, Ebony...
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Custom logos and branding
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Hardware and electronic configurations
Q: How does your quality control process work?
A: Every instrument undergoes:
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Pre-production material inspection
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In-process quality checks during manufacturing
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Final comprehensive inspection before packaging
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Optional production photos provided for custom orders
3. Orders & Payment
Q: What payment methods do you accept?
A: We offer multiple secure payment options:
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PayPal (with buyer protection)
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Credit/Debit Cards: Visa, MasterCard, American Express, Discover, Diners Club, JCB
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Bank Transfer (for large orders)
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Western Union & MoneyGram
Q: What is your order processing time?
A: Standard orders ship within 2-4 business days. Custom orders may require additional time - we'll provide a detailed timeline during the ordering process.
Q: Can I modify or cancel my order?
A: Orders can be modified or cancelled free of charge before shipment. For shipped orders, please refer to our detailed Cancellation Policy on the website.
4. Shipping & Delivery
Q: What shipping methods are available?
A: We offer multiple shipping solutions:
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Sea Freight + Local Express (Recommended for bulk orders: 30-40 days)
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EMS Standard Shipping (20-25 days with full tracking)
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Express Lines (6-18 business days, varies by destination)
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U.S. Warehouse Express (4-5 days for select in-stock items)
Q: How do you handle international shipping?
A: We have over 20 years of international shipping experience. Key features:
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4-layer protective packaging system
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Customs documentation preparation
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Real-time tracking provided
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Insurance options available
Q: What about customs duties and taxes?
A: For U.S. customers using our sea freight service, prices are all-inclusive with no additional fees. For other destinations, we declare reasonable values and provide necessary documentation to simplify customs clearance.
5. Returns & Warranty
Q: What is your return policy?
A: We offer:
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7-day return window for quality issues
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Full refund or replacement for defective items
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Custom orders: remaking or full refund if unsatisfied
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Detailed return process outlined in our Return Policy
Q: What warranty do you provide?
A: All Pango Music products come with a Limited Lifetime Warranty covering defects in materials and workmanship. The warranty is transferable with proof of original purchase.
Q: How do I make a warranty claim?
A: Contact our support team with:
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Order number and purchase date
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Photos/videos showing the issue
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Description of the problem
We typically respond with solutions within 24 hours.
6. Support & Partnerships
Q: What support do you offer for DIY builders?
A: We provide comprehensive support including:
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Technical guidance for kit assembly
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Setup and troubleshooting assistance
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Custom building advice
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Replacement parts sourcing
Q: Do you offer dealer/distributor programs?
A: Yes! We welcome partnerships with:
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Music stores and retailers
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Online sellers and influencers
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Luthiers and repair shops
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Educational institutions
Benefits include:
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Competitive wholesale pricing
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Drop shipping services
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Custom branding options
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Marketing support
Q: What are your business hours?
A: Customer Support: 9:00 AM - 10:00 PM Beijing Time
Email Response: Within 24 hours
Urgent Inquiries: Use website live chat for immediate assistance
Quick Contact Guide
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General & Support: info@pangomusic.com
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Custom Orders & OEM: sales@pangomusic.com
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Dealer Programs: business@guitarkit.shop
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Technical Questions: support@guitarkit.shop
We're committed to providing exceptional service and building long-term relationships with our customers worldwide. Thank you for choosing Pango Music!