LMI Policy





Please tell us what you want.
Our overriding policy is simple. LMI wants to be your source for guitar woods, materials, supplies, and tools, and we are committed to making sure that you are happy with your purchase. We invite you to mention in the special instructions box on the checkout page exactly what you are looking for, especially in the case of wood items. We take pride in taking the extra effort to help you make your project a success.  



Robert O'Brien on the

ASAPsymH50 Domestic Shipping

Our Accelerated Shipment Arrival Pledge is simple. Under this plan, your package is guaranteed to arrive within 3 to 5 business days. (Saturdays, Sundays, and Holidays are not business days.) If it is not there on the 5th day, your shipping charges will be refunded. In most cases, our basic service is so good that you will not need to pay extra for expedited service.

Order Amount ASAPsymH50(All States) 3-day
(Contiguous US)
(Contiguous US)
$0.00 - $30.00 $8.50 $13.50 $18.50
$30.01-$70.00 $9.75 $14.75 $19.75
$70.01 - $100.00 $11.25 $16.25 $21.25
$100.01 - $150.00 $12.75 $17.75 $22.75
$150.01 - $225.00 $14.50 $19.50 $24.50
$225.01 - $350.00 $15.75 $20.75 $25.75
$350.01 - $499.99 $16.95 $21.95 $26.95
$500 and up
Alaska, Hawaii, Puerto Rico
$16.95 *NA *NA
$500 and up
Contiguous US states
FREE $5.00 $10.00

For example, if you order on a Thursday, your order will usually arrive the following Tuesday (count Friday as day one). If it is not there by Thursday, your shipping costs are refunded. This offer does not include special requests (find me a board with wide grain) nor serviced items (joined backs, slotted fingerboards, special order truss rods, etc.), since these items require time in house before they are shipped, nor does the arrival guarantee apply when the customer specifies a shipping method such as USPS or UPS.

Shipments to Alaska, Hawaii and Puerto Rico ship via Priority mail. Our ASAP guarantee does not apply (the post office does not guarantee Priority Mail shipments) but your order will usually arrive within 5 days. Standard ASAP shipping rates apply, except where an item is marked with a turtle.

*Expedited shipping is available in the contiguous United States. Except for turtle items, which are charged actual freight, 3-day service costs an extra $5.00 and 2-day service costs an extra $10.00. If your order is placed before 12:00 PST (3:00 pm EST), it will ship the same day. Of course, this does not include serviced items and special requests, or the exceptions mentioned below. The term “days” in our policy always refers to business days – Monday through Friday, holidays excluded.

Only orders received before 3:00pm EST are guaranteed to ship the same day. If we receive your order after noon, it will ship the next business day (effectively adding 1 more day of wait time).

Here are some examples of transit times using our expedited shipping:




  Summary of Restrictions
turtle Shipments containing an oversized item:
When shipping to Hawaii, Alaska, and Puerto Rico, actual shipping rates (roughly, what the carrier charges us) apply, so please request a quote. Standard ASAP rates apply in the contiguous United States, but add a day to shipping time. International Customers please request a shipping quote.
NoInt Dangerous Materials:
Can not ship outside the contiguous USA. Standard ASAP rates apply in the contiguous USA, but add a day for shipping.
HAZMATflame50 Hazardous Materials (HAZMAT):
Can not ship outside the contiguous USA. Standard ASAP rates apply but add a day or two for shipping. A $32.00 service fee from the carrier is added to your order.
• Delivery cannot be completed without a signature.
• HAZMAT fees will not be waived  in our free shipping offer.
USonly23 No Export:
Sometimes an item can only be sold in the 50 US states. This is usually because of restrictions prompted by CITES (Convention on International Trade in Endangered Species), USFWS (US Fish and Wildlife Service) or some other regulatory agency.

Our ASAPsymH50 guarantee applies to most of the items we sell. But there are certain very heavy, oddly shaped, or dangerous items that require an extra day or have other restrictions. These items are indicated with a turtle or a NoInt or a HAZMATflame50. Unless it is HAZMAT HAZMATflame50, there is no extra charge when an order containing these items is shipped in the contiguous 48 states under our ASAPsymH50 program, but the order is guaranteed to arrive in 4-6 days, not 3-5 (no guarantee to Hawaii, Alaska and Puerto, where actual shipping rates are charged.). If an item is flagged with a USonly23 it may not be exported, usually because it is subject to CITES (Convention on International Trade in Endangered Species) regulations.

In addition, items marked with a NoInt are Dangerous Materials (ORMD) and only ship ground and are only available in the contiguous 48 states. Items marked with a HAZMATflame50 are Hazardous Materials (HAZMAT) and are only available in the contiguous 48 states.

Special Shipping Charges: By law, items with a HAZMATflame50 must conform to federal hazardous material regulations when shipped. All carriers who are certified to handle Hazardous Materials (such as FedEx) charge a fee to handle HAZMAT packages, so we must add this to your shipping charge. We do not keep any of this fee. We only ship HAZMAT items with Fedex. There is one HAZMAT fee per package, so it may be in your interest to consolidate your purchase of Ivoroid and Tortoise products as much as possible. HAZMAT deliveries require a signature.

All orders that we ship in the USA are insured, but in some cases it will take several weeks to complete a claim for you.

International Shipping
The actual cost of freight will be added to your total when your order cost is calculated.
By law, items marked with a NoInt or a HAZMATflame50 or a USonly23 are not available to International customers.


  1. Taxes/Import Duties: The charges for your country’s taxes or import duties are not included in your payment to us for your purchase or shipping. These costs, if any, are your additional responsibility. It is your obligation to understand your country's customs and import rules and restrictions. If a package is returned to us because you are unable to pay for customs clearance and taxes, or otherwise clear a package through customs, or if you refuse delivery, you will be charged for the return shipping charges and for any other charges accrued as a result. These charges can be substantial. Reimbursement for merchandise will occur only after it is returned to LMI.

  2. Signature: All international deliveries require a signature for receipt of the package.

Returning or Exchanging an Item
Please examine your purchase immediately upon receipt. You can return an item to us within 2 weeks of receiving it (for exchange or refund), for any reason so long as you discuss your return with a salesperson beforehand (by phone, fax or email). After 2 weeks, we may charge you a 15% restocking fee for any return. All returns after 60 days are at LMI’s discretion. LMI will pay return shipping only in cases where the items are defective or do not match size specifications, but these returns must come through standard mail (not Priority).  Customers will be charged return shipping costs (normally higher than the original shipping cost) on refused packages that do not have a return authorization. All returns must be unworked and in resale condition. We do not accept returns on items serviced by LMI unless we have made an error on the service. After you have received authorization, please ship returns to: LMI attn: Returns, 7975 Cameron Dr., Bldg. 1600, Windsor, CA 95492.

Customer Pickup Area
Although we do not have a storefront, we allow customer pickup for orders placed by phone or internet. Please allow 24 business hours after order is placed before picking up. Will Call is open Monday through Friday, 9-3:00, Pacific time.

Credit Card Payment Processing
When you place an order using a credit card, we follow the standard practice of pre-authorizing the card for the amount of the order. The process of pre-authorizing tells us that you have sufficient funds for your order and puts a hold on that amount for approximately 6 days. When your order ships, we get paid. This payment process is called post-authorizing. This process clears the pre-authorization and actually takes the money from your card (or bank account if you are using a debit card).

If your order never ships (because of a backorder, for example), the pre-authorization clears after anywhere from 6-30 days, depending on your banks policy. If your order ships and the amount of the order is less than the pre-authorization, the actual amount of the order is charged to the card and the pre-authorization clears.

If you add to an order, your bank sometimes makes it necessary for us to pre-authorize the card a second time so that we can be assured of getting our funds when the order ships. In this situation, the original pre-authorization is not cleared (the credit card companies give us no way to do this) so that in effect funds are tied up twice on your card for a short time. We will only pre-authorize your card a second time if the items being added to the order are material in value.



Domestic toll free ..................... 1-800-477-4437
International or local .................. 707-687-2020
Fax ............................................ 707-687-2014

Customer service ........ email us

Our phones are staffed
Monday-Friday 8:30 am-5 pm (Pacific time)

We are closed on weekends
and the following holidays:

Christmas Eve, Christmas Day, New Year's Day,
Thanksgiving and the day after Thanksgiving,
Easter (taken the Friday before Easter),
Memorial Day, Labor Day, 4th of July,
and Martin Luther King Day.

In addition to ordering from this website, you may also order by phone 1-800-477-4437,
or by mail: LMI, 7975 Cameron Dr., Bldg. 1600, Windsor, CA 95492, or by fax 707-687-2014.
When ordering by mail or fax, please request an order form.

If you have any questions or concerns about LMI, our products, your order, or the customer service you have received, feel free to contact us. A salesperson or our customer service manager will be happy to help you. Call 1-800-477-4437 or email us.

School Discounts
LMI helps support guitar building students and instructors by providing them with a 10% discount on any item (which is not already discounted or on sale). We need only to be able to ship the package to the school’s address in order to verify enrollment. Contact us if you are an instructor interested in getting special pricing on larger quantities of woods and tools.

The information you provide is kept within our company. Custom instruments are not a commodity; neither are our customers identities or the services and materials we provide for them. We appreciate the opportunity to do business with you as an individual customer, and none of the information you provide or that is generated through our relationship is for sale or other distribution. Likewise, we do not purchase or use any sorts of mailing lists.

Luthiers Mercantile International, Inc. • 7975 Cameron Drive, Bldg. 1600 • Windsor, CA 95492