Shipping and Collection

All orders from Custom-Reserve.com are shipped free of charge. If your order is placed before 12:00, it will usually be dispatched the same day!

Click & Collect: In addition to our standard shipping options, you can also collect your orders in person from our Frankfurt store, our Walldorf store or our central warehouse in Walldorf, provided all your items are available there. Please be sure to wait for our e-mail confirming that your ordered items are ready for collection before you come to pick them up.

The Custom-Reserve Shipping Checkup

Buying guitars and basses online without worrying about faulty factory setups

Since almost everyone at Custom-Reserve owns more than one instrument, we know all too well that nothing is more frustrating than having to play an instrument that fights back. Unfortunately, the careful setup work carried out by manufacturers can often be slightly out of kilter after guitars and basses travel long distances and through different climate zones. This doesn’t detract from the quality of the instrument itself, but: taking it straight out of the box and onto the stage usually doesn't work.

But luckily there’s the Custom-Reserve Shipping Checkup — and none of it is your problem!

When you buy a guitar or bass in one of our stores, we set the instrument up beforehand so it’s as playable as possible. After all, we want you to fall in love with it and take it home! So that you, apart from a quick tuning‑fork check, can start playing straight away even as an online customer when it arrives, ALL guitars and basses from the shipping warehouse undergo a build‑specific programme to optimise playability.

Image of Gitarren einstellservice 5006 2100x1400

Function

Switches and potentiometers
Tuners
Jack
Vibration test

First of all the obvious: we make sure that all switches, potentiometers and jacks run smoothly and have perfect electrical contact. Then the tuners are checked for smooth rotation and finally a vibration test is performed to ensure nothing buzzes or rattles.

Setup

Strings
Neck relief
Intonation
String action
Tremolo system
Pickup height
Tuning
Soundcheck

Then we get down to the nitty‑gritty: neck relief and string action are adjusted for optimal playability and the intonation is set. If present, the tremolo system is levelled. Correct pickup height guarantees the best possible output. Strings will be replaced if they are not in perfect, like‑new condition. After tuning to standard, a soundcheck is performed, and the guitar is technically tip‑top!

Image of Gitarren einstellservice 4994 2100x1400

Image of Gitarren einstellservice 5054 2100x1400

Appearance

Surfaces/finish
Fretboard

Now the finish gets a final inspection and a run‑over with a microfibre cloth. If the fretboard's surface isn’t optimal, it receives a last wipe and oiling before the instrument begins its life after mail‑order in your trusty hands.

Contents & Packaging

Accessories included
Bag/case included
Original/professional new outer packaging

Finally, we check once more that all accessories are present, that any included bags or cases are in good order, and that the packaging is perfectly prepared for the final leg with the carrier to your home.

Image of Gitarren einstellservice 5027 2100x1400

Image of Gitarren einstellservice 5077 2100x1400

What is the difference between a checkup and a setup?

Good question! While in this checkup programme we ensure that everything works as expected with the standard strings in standard tuning and that playing is a pleasure, an individual setup addresses specific special requests.

We’re happy to make almost anything possible for a fair fee depending on the amount of work: from fitting and intonating extremely light strings to installing new pickups. Also for your used guitar or bass that doesn’t sound right anymore!

Please get in touch with us in advance and let us advise you. We’ll gladly help you make your dreams come true!

Our delivery times

Here you can find an overview of the countries we ship your orders to!

Country	Delivery time (avg.)
Germany	1-3 days
Germany Collection (Click & Collect)	usually the same working day, subject to local availability
Austria	2-5 days
Belgium	1-3 days
Luxembourg	2-3 days
Netherlands	2-3 days
Denmark	3-4 days
France	3-4 days
Finland	4-6 days
Switzerland	4-5 days
Ireland	3-5 days
Sweden	3-5 days
Italy	3-5 days
Poland	4-6 days
Spain	4-7 days
Hungary	4-6 days
Greece	4-6 days
Latvia	4-6 days
Slovenia	3-4 days
Croatia	3-4 days
Bulgaria	5-7 days
Romania	6-8 days
Norway	3-6 days
Estonia	6-8 days
Lithuania	6-8 days
Slovakia	6-8 days
Czech Republic	6-8 days

We ship from Monday to Friday. For orders to countries outside the EU, additional customs duties, country-specific import taxes or fees may apply, which you'll need to pay locally.