Customer Service

Shipping & Delivery
Products are all shipped using United States Postal Service (USPS). The price for postage is calculated according to size and weight directly from the USPS database for actual postal charges. A one dollar handling and packing fee may be added to the calculated postage to cover overhead, labeling, packing materials, and packing labor. All packages are sent with USPS Delivery Confirmation added so that we both know when and where the package is delivered. Insurance fees may be added to postage costs for packages valued at US $100.00 or more and all insurance claims will be processed by the sender and replacement products will be sent immediately to replace lost items. Customs and other import duties are the responsibility of the buyer. Delivery times vary and we have no control on international shipments because of dual customs inspections at the United States Customs Service and the customs service in the buyer’s home country. The usual and most economical international shipping rates will be used but buyers should be aware that there is no tracking information available once it leaves the US Customs Service. Shipments can be sent with tracking included at actual additional cost. The usual delivery times for packages can be estimated by the data supplied by the USPS on their website – http://www.usps.com
Privacy & Security
Personal data and contact information will never be given or sold to others. The Privacy policy is outlined in the tab labeled Privacy at the bottom of each page on the website. Credit card numbers and PayPal information is sent by encrypted packet directly to the processor for service. Only a receipt slip is transmitted to the ecommerce backroom area with no credit card information except the customer name and last four digits of the credit card. No items may be added to a transaction once processed but refunds can be done through the processor from the receipt number associated with each transaction. At no time is credit card or PayPal password information stored by the vendor and demographic data is stored on a secure server and is only used to process transactions.
Returns & Replacements
Defective products will be replaced and shipped at no cost to the customer. Certain designated items like mouthpieces and barrels must be returned in as new condition in the initial packaging and with the original invoice. Scratched or worn mouthpieces and barrels will be returned to the customer as being sold. Products such as mouthpieces and barrels are play tested to insure that they perform to specifications before being carefully packaged and shipped. Products other than mouthpieces or barrels will be granted refunds of cost (less shipping) within 1 year of purchase when the product is returned with the original invoice. Certain products have “use by” or expiration dates and these may be returned for refund within the stated lifetime.
Ordering
Products are ordered only through the website. Special orders, wholesale orders, and trade discounts may be ordered by direct contact by telephone or email. Initial wholesale orders must be prepaid by credit card and subsequent orders may be invoiced with terms determined for each individual customer. Large orders should be submitted with at least two weeks lead time to schedule production runs.
Payment, Pricing & Promotions
Payment must be in United States dollars. Prices listed on the website are current but price increases and decreases may occur periodically because of fluctuating prices paid by the vendor for raw materials or third party items. From time to time discount codes will be available to use at checkout when announced by the vendor. Wholesale pricing is available on all items in a quantity determined tiered system which is previously arranged with the vendor. Trade discounts are available to individuals or companies engaged in active repair and other trade specialties dealing with woodwinds or as determined by the vendor. Documentation may be required before trade discounts are granted.
Viewing Orders
Orders and order shipment tracking and delivery may be viewed and customer data changed once a customer logs in to their account.
Updating Account Information
By logging into your account online you may update your name, email address, password, shipping and billing addresses.