Frequently Asked Questions

F.A.Q.

The machine head is damaged, can you repair this?

Yes certainly.  Please send us a photo of the damage and we will assess the cost and suggest a course of action.

String rollers - can you supply replacements?

Yes, please use this link to order replacement rollers. 

Maintenance - what should I do?

Here is a link to details on keeping a perfectly working set of tuners.

Can you copy the set that is on my guitar?

Making reproduction sets is quite usual and here is a link on details for this .

Weight - I need a set that is very light weight, what are the opitons?

There are several options for reducing weight.  Horn buttons are the lightest material.  Plates can made with cutouts and reduced length.  String rollers can be drilled out.  Contact me for details.

Buttons - I want to have real mammoth ivory or rosewood buttons, can you supply these?

Sorry no.  We do not work with any CITES listed woods or any real ivory, mammoth or otherwise.

Can you ship internationally?

Virtually all the sets we make are shipped overseas. We find that the standard post office works well in most countries but courier services are needed on others.  Duty is added by boarder agencies unless there is a free trade agreement with Canada such as Europe, America and Mexico. 

Can I cancel or change my order?

You can cancel or make changes to your order up until the start of manufacture.  With custom sets, we often ask for a deposit which is non-refundable if production has started. 

What warranty do you offer?

If on receipt of your set, it is not to your satisfaction for some reason, please contact us with details and we will address the problem immediately.  We would ask that you return the set to us for assessment.  
If your set is some years old and a problem become apparent, again contact us and we will do whatever is needed to sort it out.  
String rollers are not covered as these are wearing parts. 
For sets that are 10 or more years old, we will also help and fix issues that occur but at a cost on assessment.    

Do I need to register to place an order?

You can order a set without creating an account on the website.  However if you wish to see previous orders and re-order the same items, an account may be useful.  We do not take credit card details at the time of ordering so that information is not collected or saved.

How is payment collected?

For credit card transactions, we use PayPal.  You do not need to be a PayPal member to use this facility.  Once your set is completed and ready for dispatch, we will send a PayPal e-mail for you to follow. 
We also accept bank transfers and we send this information with the invoice. 
Canadian and US customer can also pay by Cheque.  
Money orders via USPS  and Moneygram can also be accepted as well as Western Union transfers.
Canadian customers can use Interac e-Transfer.

Privacy - what informaion do you collect?

Please read our privacy policy. 

Is buying on-line safe?

As safe as it can be.  Since we do not collect credit card details at the time of ordering, this makes it even safer.  This website is kept up to date with the latest patches and updates.

Still need help? Send us a note!

Contact me using the contact form or by email.

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Fitting Plain Rollers for a Slotted Head Instrument

Fitting Instructions Classical

Download the pdf