Ordering Information

Benefits & Guarantees

Shopping at estore.theguitarstore.com.my is Safer. We understand that security is essential when buying online. That’s why we have worked hard to create one of the safest online shopping environments in the industry.

Our checkout process is 100% secure

Your order information is encrypted and transmitted over our secure (SSL) server technology.

An ACTUAL human reviews each and every order

No salesbots – No automated processing. If we see something that’s not clear, we’ll contact you BEFORE we charge your credit card. We want it to be right, the first time.

We take fraud very seriously.

We take extra steps to carefully validate all credit card information. You can be secure in the knowledge that we’re protecting you from unauthorized charges. And, by keeping fraud down, we can also keep prices down.

Don’t worry about identity theft

Only the people responsible for processing your order see your information.

Packages arrive safely.

When your order ships, we will send you an email and providing your item’s tracking number. You can click the links below to track your order in real time:

Returns & Exchanges

What if there is a problem with my order?

If there’s a problem with your order, the first thing to do is email us at [email protected] . We will take care of you, no matter what. The only policy we have we’ll do whatever it takes to fix the problem and make you happy.

What if I receive a defective product?

If you believe you’ve received a defective product (For example, neck broke) , contact our team via email [email protected] and we’ll respond quickly with assistance. If we determine the unit failed once you received your parcel we will cover shipping cost within Malaysia to replace the unit for you.

How to make a Return?

First email us to get an RA (Return Authorization) number, which you should write on the shipping label. To help you avoid a return adjustment, we provided a handy checklist to show you exactly how to ship a product back to us:
- Item must include a return authorization
- Item must be in like – new condition
- Item must be in the complete original packaging.
- All accessories that were originally
- Doubled-box the product before shipping
- Use standard packing tape (No duct tape)

Return your item to:

The Guitar Store (M) Sdn Bhd
25D, Jalan BS7, 
Taman Bukit Segar, 
43200 Cheras, Selangor. 

Non-returnable Items:

While we maintain the most liberal return policy in the industry, there are certain items that cannot be returned for very specific reasons. These items include:
- Special Orders
- Oversized or overweight items
- Discontinued products
- Cymbals
- Tubes
- Personal items (Earphones, harmonicas, instrument mouthpieces, etc.)
Any enquiries regarding shop online, don’t hesitate to contact us as we’ll be glad to assist you. email: [email protected]

Frequently Asked Questions (FAQ)

Q: What kind of payment options do The Guitar Store offer?

The Guitar Store offers a variety of payment options as below:
METHOD 1: CREDIT CARD Online payment via ipay88 or Paypal (Visa or Mastercard).
METHOD 2: BANK-IN (Maybank 2u/ CIMB Click/ other Online Banking) Offline bank-in (cash or cheque) and Maybank2u (Online Banking) 3rd Party Transfer payable to The Guitar Store (M) Sdn Bhd, please find our bank account information below:

Bank: MayBank
Account No: 514280 419587
Account Name: The Guitar Store (M) Sdn Bhd
Swift Code: MBBEMYKL

After bank-in, please email us the scanned copy of the payment slip or fax it to us at 03-9132 8137 with the following details:
1. Order reference no.
2. Your name and contact no.
3. Payment amount and indicate if cash or cheque.
4. Date and time of bank in
5. Cheque number if payment by cheque
Please note that order will only be processed after the cheque is cleared or cash is deposited.

Q: How secure is shopping with The Guitar Store?

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.SSL encrypts your order information to avoid the decoding of that information by anyone other than The Guitar Store. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".We endeavor to make every transaction you make at The Guitar Store 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at The Guitar Store.* SSL available only if you make payment through our payment gateway iPay88.

Q: I cannot remove and add items into my shopping cart. Why and how to resolve this ?

It should be a memory problem at Internet Explorer. Please do the following:
 1. Go to Tools->Internet Options->Delete Cookies
2. Press YES
3. Close your Internet Explorer and reopen it, the problem should be resolved.

Q: I have signed up to The Guitar Store but cannot login with my password. Why?

One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account. Alternatively, kindly contact us at [email protected] for technical assistance.

Q: I have a user account with The Guitar Store but forgot my password, what should I do?

It is easy, go to My Account page and click on the Forgot password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with The Guitar Store. The password will be sent automatically to the registered email address.

Q: I have a user account with The Guitar Store, how do I change my personal info and shipping address?

Go to My Account page, login and you can modify your account details there.

Q: Can I buy from The Guitar Store without creating an account?

Unfortunately no. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.

Q: How do I know The Guitar Store latest news and promotions?

Just subscribe to our newsletter, which we publish regularly. Or you can subscribe to our RSS Feed to get latest updates about our New Arrivals, Best Seller Products and Special Deal. Q: How can I unsubscribe from the newsletter mailing list?You can unsubscribe by email us at [email protected] with the message title Unsubscribe and we will remove your email from the mailing list.

Q: I have received a few emails from The Guitar Store. What are Orders Received, Orders Processed and Payment Receipt?

Order Received: This email informs you that The Guitar Store has received your orders and will process it as soon as possible.Order Processed: This email confirms The Guitar Store has processed your order.Order Shipped: This email confirms that The Guitar Store has delivered/shipped the order to your shipping address.

Q: Can I return an item after it is delivered to me?

Yes, you can. However, there are terms and conditions for this. Please refer to the Return & Refund Policy page for more information on this. Q: I can't find a particular product/item I want from The Guitar Store online store, what can I do ?Kindly contact us at [email protected] or call us at 03-9103 0822 for further enquiries. We will try our best to assist you or recommend you an alternative.

Q: When I click on the button "Credit Card Payment with ipay88", nothing happens after that. Why?

Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off. For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.

Q: I came across the name ipay88 in The Guitar Store, what is ipay88?

The Guitar Store accepts online credit card payment using ipay88 (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required.

Q: Why do I have Mobile88.com in my credit card transaction records rather than The Guitar Store?

Do not worry because our payment gateway partner, ipay88 (owned by Mobile88.com Sdn Bhd) collects payment on behalf of The Guitar Store.

Q: Why Mobile88.Com is on my billing statement?

iPay88 Sdn Bhd has appointed Mobile88.Com Sdn Bhd as its sole authorized reseller of all iPay88 merchants. If you have a Mobile88.Com or Mobile88.Com Sdn Bhd charged on your statement, it is very likely that you or someone in your household placed an online order with us.

Q: How do I know if my payment has gone through?

When you submit your payment details, the iPay88 payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on The Guitar Store. Dependingon the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with The Guitar Store. It will be sent by iPay88 to the email address you have provided when entering your payment details.If you receive more than one email and you have only made one purchase, please contact [email protected] and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

Q: Why my payment was declined?

This could be for many different reasons, however, iPay88 is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined include:- Some of the card/personal details entered does not match the information held by your Card Issuer.- You do not have enough cleared funds on your card to cover the amount of the purchase.- Your card has been reported as lost/stolen and been cancelled by your Card Issuer.- Your card has or is due to expire and has been replaced by your Card Issuer.- Your card has recently been replaced by your Card Issuer but not yet activated.- Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet).- There may be a problem with your Card Issuer's authorisation system.- You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card.

If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information. If this means you are unable to pay by credit card or Online Banking through iPay88, please email us at [email protected]

Please search our FAQs for answers to the most frequently asked questions. In the event our FAQ does not answer your enquiry, please email us at [email protected]