Customer Service | Contact Form

Find answers to your customer service questions, or contact the friendly team at ObsidianWire using the form below.

You can also find full Product Support Pages HERE

Shipping and Tracking

COVID-19 Update: Standard Orders are currently taking 3 - 6 business days to ship. Thank you for your patience.

All standard parts orders are sent from our fulfillment center in Michigan, USA

All Merchandise orders are printed to order in the USA by S.P.O.D and shipped direct to you.

Shipping is FREE for merch, and all merch ships on a 3-5 day USPS Priority Mail service from our specialised provider, Spreadshirt.

If you want to select a different shipping service for other items in your cart please order these separately.


Currently we are only able to ship merch within the USA.

Please refer to the checkout for an up-to-date list of available shipping destinations.

If your country is not available as an option at checkout, we are sorry we are unable to ship directly to you at this time. Please see our list of International dealers here

Standard In Stock orders take 3 to 5 business days to process and ship.

You will get a shipping date estimate at checkout for any pre-order items.

We try and ship your order out as fast as possible.  If you made a mistake, reply to your order confirmation email as soon as possible adding URGENT to the subject line along with your change instructions and we might be able to catch it. 

If your order is already being processed by our fulfilment partner you will need to return the product to us once you receive it.

Please see full terms and conditions on returns below.

Estimated delivery times:


USA
USPS TRACKED (3 - 5 BUSINESS DAYS) $5.99
DHL EXPEDITED MAX (3 - 5 BUSINESS DAYS) TRACKED $8.99
FEDEX EXPRESS SAVER (2 - 4 BUSINESS DAYS) TRACKED $22.99
FEDEX EXPRESS SAVER (2 - 4 BUSINESS DAYS) TRACKED & SIGNATURE $22.99


Canada
DHL PACKET (5 - 10 BUSINESS DAYS) TRACKED US$13.99


Rest of World
DHL INTERNATIONAL STANDARD (4 - 14 BUSINESS DAYS) TRACKED US$18.99

You will be sent a tracking number once your order has shipped. Please track your order and get in touch with the carrier if your parcel is delayed.

If you think your parcel is missing, please contact us.

Note: International destinations should expect additional delays due to COVID 19. This is due to reduced capacity in the international network.

You.
ObsidianWire DOES NOT pay duties, taxes or customs clearance charges


Duties and taxes charged by your local customs agency, will be your own responsibility.
If you live outside the USA, we recommend checking with your own country's customs agency what these may be prior to ordering.


If you are concerned, consider ordering from an
International Dealer

Returns

ObsidianWire Pro-Wired Electronics are played by literally thousands of guitarists worldwide. We are confident that you will love the upgrade. So we guarantee it with a 14 day free exchange policy.

We ship fast.

If you made a mistake, reply to your order confirmation email as soon as possible adding URGENT to the subject line along with your change instructions and we might be able to catch it.

If your order is already being processed by our fulfilment partner you will need to return the product to us once you receive it.

Contact us using the form below to initiate a return.

See Full terms below.

If you no longer need the product, we may be able to help you find a better fit, or offer a store credit.

Please see full terms and conditions for returns below.

We recommend checking the product will fit before you buy, using the compatibility section on the product pages and the dimension diagrams available.

If, once you receive it, you find this does not fit your guitar, you are able to return the item to us.

We will help you find a better fit, or offer a store credit.

See full terms and conditions below.

If for any reason you are not 100% satisfied, simply send your Pro-Wired Electronics back within 14 days of receiving them, and we will help you find a solution that better matches your playing style, or issue a store credit for use at a later date.

Contact us below to initiate a return

Terms

1) This offer is valid for purchases made direct through the ObsidianWire.com website only.

2) If you have purchased your Pro-Wired Electronics through another vendor, please contact them directly to discuss their returns policy.

3) It is the purchasers responsibility to cover all return shipping costs.

4) You must keep the product in new condition, with original packaging

5) Items must be sent back to the ObsidianWire nominated address within 14 business days of receiving them

6) If an alternative product of a higher value is chosen, the purchaser will pay the price difference.

7) Any store credit is issued for use on the ObsidianWire website, within 12 months of the original purchase.

Warranty

If a refund is approved for any reason, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refunds

ObsidianWire Pro-Wired Electronics and Accessories

Full 5 Year Warranty - ObsidianWire Parts are covered for manufacturer defects by a full replacement warranty, for five years from purchase.

Excludes normal wear, tear and abuse.

ObsidianWire Merchandise

Full 12 Month Warranty - ObsidianWire merchandise is covered for manufacturer defects by a refund or replacement warranty, for 12 months from purchase.

Excludes normal wear, tear and abuse.

Pickups

Manufacturer Warranty - All pickups that we sell are covered by the original manufacturer warranty.

ObsidianWire uses the absolute best components and craftsmanship. We are confident that you will experience years of trouble free use, & we guarantee it with an industry leading, FIVE year replacement warranty.

If you feel that your Pro-Wired Electronics are not working like they should, please contact us and we will replace them as soon as possible. 

Please note:
ObsidianWire will replace any of their products if a manufacturing fault or defect arises within five years of the original purchase date. We will endeavour to thoroughly troubleshoot the issue with you first.

To initiate a return, you must contact ObsidianWire and return the product to our store in New Zealand, or one of our designated shipping addresses.

Original proof of purchase will be required for warranty cover.

ObsidianWire does not cover damage caused by incorrect installation or abuse.

ObsidianWire will cover reasonable shipping costs to have your products returned to our store, and for a replacement unit to be sent.

Trouble Shooting

Find quick trouble shooting tips for getting your harness working perfectly.

For full install info and trouble shooting, see our Product Support Pages HERE

For a full guide, see our pickup wire help page HERE

Pickup builders use different color codes for their pickup wires.
Please check with your pickup builder to find the color codes for

Two Wire Pickups

- Hot (Usually White)
- Ground (Usually Black)

Three Wire Pickups

- Hot (Usually White)
- Ground (Usually Black)
- Spare Ground or Coil Split (Color Varies)

Four Wire Pickups

- Hot = North Start = (Color Varies)
- Ground = South Start = (Color Varies)
- Series 1 = North Finish = (Color Varies)
- Series 2 = South Finish = (Color Varies)

Note: Bare wires are almost always a spare ground.


Many of our products are made for standard two wire pickups.

If your pickups have more wires, please check with the pickup builder to see what needs to be done with them, for a standard two wire install.

E.g. For Seymour Duncans:

Black = Hot
Green = Ground
Red + White = Series Split – solder these together and tape them off so they do not ground out on anything (Seymour Duncan usually does this for you)

Bare = Shield ground – Send this to the screw down ground connector.



Check that the pickup is not faulty. This applies especially to new pickups.

Check that all of your wires are installed in the correct slots & are held tight by the Plug, Play & Enjoy Connectors.

Check that no part of your Pro-Wired Electronics is touching your guitars cavity or jack cavity. This could cause your signal to short out.

Check that the underside of your harness is not touching your pickguard or control plate. Only the spacer nuts should touch.

Check that you are installing your wires starting at the correct end of the connector.

Ensure the nuts that came pre-loaded on your board are still in place. These must sit between the wiring harness and your control plate or cavity.

Check that no part of your Pro-Wired Electronics is touching your guitars cavity or jack cavity. This could cause your signal to short out. Note that some guitars use conductive shielding paint so it is not always obvious.

Check that the underside of your harness is not touching your pickguard or control plate. Only the spacer nuts should touch.

Check that all of your wires are installed in the correct slots & are held tight by the Plug, Play & Enjoy Connectors.

Check that you are installing your wires starting at the correct end of the connector.

Some hum can be expected from all guitars, especially those with single coil pickups. If you are getting more than usual hum check the following

Ensure that your bridge and strings are grounded to your Pro-Wired Electronics & that the wires are secure

Ensure that any cavity shielding is grounded to your Pro-Wired Electronics & that the wires are secure

Ensure the jack output wires are in the correct slots (refer to your install manual)

Ensure
the pickup output wires are in the correct slots (refer to your install manual)

This is usually caused when two pickups are out of phase witch each other.

This is common when using two different brands of pickups in the same guitar.

The best fix is to reverse the positions of the hot and ground wires from one of the pickups.

Before you make the change, take some time to work out which pickup is least likely to interfere with other switch positions.

If you have just installed a new pickup, change this one.

This is usually caused when the two humbucker coils are out of phase with each other.

Check with your pickup builder & your ObsidianWire install manual to ensure your pickup wires are in the correct slots.

Find a full guide on pickup wires HERE

Check that the neck pickups ground wire & cover ground wires are in the correct slots.

If these are reversed, the switching is not able to operate which will leave the neck pickup on in all positions.

Check that the link between your pickups ground wire & the cover ground wire has been removed

Check that the switches full length of travel is allowed by the control plate slot.

An easy way to do this is to remove the switch from the control plate and see if it works correctly in all four positions.

If you have a store and would like to sell ObsidianWire products we would love to hear from you.

Drop us a line at info@obsidianwire.com

Compatibility

To ensure you get the best possible fit for your guitar, refer to individual product pages for compatibility information.

This is listed in the product description.

Note - If your guitar is not listed, it will likely not fit.

If one of our stock products fits your guitar, then absolutely yes.

Otherwise no.

We are not able to build any custom models at this stage, but we are always happy to hear what you would like. This helps us develop new cool products in the future.

Unfortunately still no.

We have a small team that is already working super hard keeping up with orders, quality controlling and packing our standard line up.

If I ask them to build anything else they may bite me.

Our Les Paul sets work well with most Epiphones with some adjustments.

Please also check the hole layout against our diagram HERE

Adjustments:
1) Widen the control holes out to around 10mm
2) Get new US spec 24 spline knobs to fit the higher spec electronics

ObsidianWire products built for Fender guitars and basses will work well with a Squier with some adjustments:

Strat® Adjustments:
1) Widen the control holes out to around 10mm

2) Get new US spec, 24 spline knobs to fit the higher spec electronics.

Tele®, P Bass® & J Bass® Adjustments:
1) Widen the control holes out to around 10mm (or get a new genuine Fender control plate)

2) Get new US Spec 1/4" knobs

Technically no.

If you are super keen, a Jazz bass or Telecaster harness will work okay because the hole layouts are symmetrical, but your controls will work backwards.

Cant find what you need?

Contact our team with the form below, and we will get back to you as soon as possible.

ObsidianWire T-Shirt Giveaway
03/08/2021
1- The promoter is: ObsidianWire
2- The competition is open to residents of the USA, aged 15 years or over except employees of ObsidianWire and their close relatives and anyone otherwise connected with the organisation or judging of the competition.
3- There is no entry fee and no purchase necessary to enter this competition.
4- By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
5- Route to entry for the competition and details of how to enter are via
https://www.facebook.com/obsidianwire
https://www.instagram.com/obsidianwire
6- Only one entry will be accepted per person. Multiple entries from the same person will be disqualified.
7- Closing date for entry will be 9pm Tuesday 10th August 2021 (NZST). After this date the no further entries to the competition will be permitted.
8- No responsibility can be accepted for entries not received for whatever reason.
9- The rules of the competition and how to enter are as follows:
Like the competition entry post and leave a comment naming an ObsidianWire merchandise product.
10- The promoter reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of the promoter’s control. Any changes to the competition will be notified to entrants as soon as possible by the promoter.
11- The promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.
12- The prize is as follows:
ONE ObsidianWire t-shirt in the size and colour of the winner’s choice.
The prize is as stated and no cash or other alternatives will be offered. The prizes are not transferable. Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.
13- Winners will be chosen at random by software at random by software, from all entries received and verified by Promoter and or its agents.
14- The winner will be notified by email and/or on Instagram/Facebook within 7 days of the closing date. If the winner cannot be contacted or do not claim the prize within 7 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.
16- The promoter’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.
17- By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.
18- The competition and these terms and conditions will be governed by New Zealand law and any disputes will be subject to the exclusive jurisdiction of the courts of New Zealand.
19- The winner agrees to the use of his/her name and image in any publicity material, as well as their entry. Any personal data relating to the winner or any other entrants will be used solely in accordance with current New Zealand data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.
20- The winner’s name will be available 7 days after closing date by emailing the following address: info@obsidianwire.com
21- Entry into the competition will be deemed as acceptance of these terms and conditions.
22- This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook, Instagram or any other Social Network. You are providing your information to ObsidianWire and not to any other party.
23- ObsidianWire ‘s decision as to those able to take part and selection of winners is final. No correspondence relating to the competition will be entered into.

ObsidianWire Address

Unit D, 3 Avenger Crescent, Wigram 8042
Christchurch, New Zealand
PH: 022 1925 874