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PANGO MUSIC, est.1988, build your dream guitar!--The world isn’t perfect—but we’re still here, trying to make it better.
PANGO MUSIC, build your dream guitar!
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🛒 Seamless Shopping Experience - From Checkout to Your Doorstep

💳 Payment Options
We accept all major payment methods for your convenience:
• PayPal (Secure Express Checkout)
• Credit Cards: Visa | MasterCard | AMEX | JCB

📦 Military-Grade Packaging
Your Pango guitar arrives in pristine condition thanks to:
✅ Custom Shockproof Foam Case: Precision-cut to lock every component in place
✅ Reinforced Double-Layer Tape: Tamper-proof sealing for transit safety
✅ Weatherproof Warning Labels: "Fragile" & "Handle with Care" alerts for carriers
No packing list needed – every kit undergoes triple quality checks before sealing!

🚛 Global Shipping Solutions
Choose your ideal delivery speed:

Carrier Delivery Time Features
EMS Express 15-25 days Budget-friendly, global coverage
UPS/Fedex/DHL 10-15 days* Priority tracking (+$30 for 24/7 updates)

Processing Time: 2-3 business days after payment confirmation

⚠️ Customs Note: Delays may occasionally occur due to border inspections. Rest assured – we pre-file all customs documentation!

🔍 Real-Time Tracking
Stay informed every step of the way:

  1. EMS Orders: Track via www.ems.com.cn/english
    Tip: Enter tracking number > Slide right to the correct position > Press the Enter key  on keyboard

  2. Supercharge your package monitoring with our recommended universal tracker:  www.17track.net/en

  3. For UPS shipments, tracking updates will only become available once the package arrives in the United States. All tracking information is provided directly by the UPS Shanghai station. Rest assured, our store guarantees the authenticity of all tracking numbers.

Returns & Exchanges
If unsatisfied with your purchase, please contact us within 7 days of delivery to initiate a return or exchange. Upon receiving the item in its original condition (including intact foam case/carton packaging), we will issue a full refund.
For return shipping fees, contact us for assistance. We stand firmly behind our products and are committed to resolving any concerns swiftly.

Custom Guitar & Kit Services

  • Design Flexibility: Submit sketches, specifications, or ideas – even hand-drawn designs are welcome! Minimum order quantity: 1 piece.

  • Quality Assurance: Custom items may have minor imperfections. Before shipping, we provide detailed photos for your approval. If unsatisfied, we’ll remake the item or issue a full refund.

  • Production Timeline: Typically 75 days, extended slightly for complex designs. Can’t wait? Request order cancellation for an immediate refund.

DIY Kit Assembly Support

  • All kits match product photos (note: wood veneers may vary slightly; request preview photos before shipping).

  • Expert Guidance: Receive a professional PDF guide – email us post-purchase to request it.

  • Explore a wealth of guitar kit building videos on our YouTube channel：https://www.youtube.com/@guitarkitshop

  • Wiring Assistance:

Issue Resolution & Feedback

  • Contact us directly via email for troubleshooting – we resolve 99% of issues within 24 hours.

  • Public disputes on social media (Facebook/YouTube/TikTok) will be addressed transparently. We welcome constructive feedback from professional luthiers and customers.

Product Quality Issue Handling: Submission Requirements & Solutions

To help you resolve product quality issues efficiently and provide the optimal solution, please follow the steps below to prepare the required materials, and review our common solutions outlined.

I. Required Materials for Quality Issue Reporting

Please submit the following information within 7 days of receiving the product (this timeline ensures we can trace the issue accurately and process your request promptly):
  1. Clear photos of the exterior and interior of the product packaging (to verify if damage occurred during shipping);
  2. Full-angle photos of the product, including:
    • Front view
    • Back view
    • Side views (all sides relevant to the product structure);
  3. Detailed close-up photos of the specific area(s) with quality issues (ensure the problem—e.g., cracks, defects, or malfunctions—is clearly visible, as this helps us assess the root cause quickly).

II. Common Solutions We Offer

Once we receive and verify the required materials, we will provide one of the following solutions based on the issue severity:
  1. Return & Full Refund: We will cover all return shipping costs, and process your full refund once the returned product is inspected;
  2. Compensation for Retained Products: If the issue is minor (e.g., small cosmetic flaws that do not affect functionality) and you wish to keep the product, we can apply for a compensation (e.g., partial refund or store credit) to address the inconvenience.
Your cooperation in providing complete materials helps us streamline the problem-solving process—thank you for your understanding!

Dispute Policy

At our store, we're committed to providing top - notch service and high - quality products, so we earnestly strive to avoid any cases or disputes. We firmly believe that they are not only highly undesirable but also entirely avoidable.

True to our promise, we pour our heart and soul into crafting every guitar and kit. Our team is always on standby, ready to go the extra mile to assist you with any concerns you may have.

However, if, for some reason, you lack faith in our commitment and decide to open a case, please be aware that this will trigger certain consequences. Once this happens, our custom and support teams will be unable to offer any further support or respond to your emails. Instead, all of your communications, including emails, messages, and any attached photos, will be promptly forwarded to our Risk & Law Department. This department will activate all our channels and resources to safeguard our company's interests.

Contact Us
Find our business card in every order! For immediate assistance for orders: 
📧General Information & Support: info@pangomusic.com
📧Custom Orders: sales@pangomusic.com / custom@pangomusic.com

📧Shipping Notifications: notifications@guitarkit.shop (exclusive for shipment updates)
📧Complaints: support@guitarkit.shop
📧Cooperation: business@guitarkit.shop
📧Feedback: reviews@guitarkit.shop
📧Credit Card Dispute (the worst incident): risk@guitarkit.shop

Response Time:
    Monday-Friday: Professional reply to inquiries/requests within 6 hours max
    Weekends: Response within 12 hours max

Assurance: Shop with confidence – we fully stand behind our products and strive to deliver top service to every customer.

📞 Phone/address details included with shipment

"If there's one thing that we learnt over the past 35 years, it's this-you put your trust in our hands, what we put in yours, has to match!

Every project is a new opportunity – not just to build instruments, but to collaborate in bringing creativity to life.

You dream it. We craft it. Together, we play it forward.

We’re here, as we’ve always been, ready to turn your ideas into music.

- Pango Music | Where Craftsmanship Meets Your Vision"