Westwind Double Reed
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Store Policies

Our store policies are presented in an easy-to-read question/answer format. If you don’t find the answer you’re looking for here, please email us at service@westwinddoublereed.com.


Satisfaction Guaranteed

Your Westwind Double Reed products are guaranteed for normal life, under standard use. For catalog products, if any product fails to meet your expectations, we'll work with you to make it right. Purchases can be returned and refunded within 30 days of the invoice. Beyond 30 days, catalog purchases can be returned for replacement or repair. For custom orders, our products are guaranteed to be free of defects. If a problem is found, just let us know within 15 days of the invoice and we'll replace it for you.

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Ordering

Which credit cards do you accept?

Westwind Double Reed accepts most major credit cards (including Visa, MasterCard, and American Express), as well as PayPal. It’s worth noting too, that we never see your credit card or PayPal information. The information you enter in our shopping cart is encrypted and sent directly to PayPal services for processing.

My credit card/PayPal bill says Westwind Precision Machining. Is that you?

Yes it is. Westwind Precision Machining was the original name of our company and is still our legal name for banking purposes. We're doing business as Westwind Double Reed on the web. Both names are legally registered and associated with the same owners.

When do you charge me if I place an order?

We will not bill your credit card until we ship your order except for certain custom order items. Partial orders are billed as each item is shipped.

Please be aware that once we receive credit card authorization, the funds will be reserved up to 30 days depending on the bank (please check the policy of your lending institution). Also, if you are paying with a debit card, please verify with your bank if there are limitations pertaining to daily withdrawals on your card.

Westwind Double Reed reserves the right to request additional identification. If this is needed, we will contact you by e-mail or telephone. Your order will be processed as soon as we receive the requested information by e-mail or fax.

What happens if an item I order is out of stock?

If an item is temporarily out of stock, you will be notified by email or phone. We will provide an estimated availability date for the product that is out of stock. We will ship your order to you as soon as it is available to us. You will not be charged for the item until it is received by us and prepared to be shipped to you.

How do I change an order that I have already submitted?

For assistance in changing an order that has already been placed, please contact our Customer Service department.

Customer Service:
Email: service@westwinddoublereed.com
Phone: 1-888-579-6020
Fax:1-888-579-6020

Do you accept checks or money orders?

Yes we do. You may send a check or money order in US funds, payable to Westwind Double Reed. Please print out your completed Shopping Cart page and mail it to:

Westwind Double Reed
6175 Meridian Avenue
San Jose, CA 95120

We are able to accept money orders in US dollars or checks drawn from US banks. We reserve the right to delay shipment until the check clears. Returned check fees begin at $25.00.

Can I send you a credit card order by mail?

If you prefer to mail your order, please print the completed Shopping Cart page and mail it to us. Include your daytime phone number, credit card number, expiration date and security code (the last three numbers on the back of the card near your signature).

Westwind Double Reed
6175 Meridian Avenue
San Jose, CA 95120

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Privacy

Is my privacy protected when using your web site?

Your privacy is assured at Westwind Double Reed. When we collect your contact information, including shipping and email addresses, you can rest assured that we will never share or sell your information with anyone. We'll use your information strictly for processing your orders and communicating with you periodically. You always have the option of opting out opting-out of periodic communications.

During checkout, your information is protected with a 128/256-bit encryption SSL certificate. Look for the padlock on your browser window during checkout for confirmation. Our server runs behind a state of the art firewall with real-time monitoring...including a live infiltration detection system...which is provided by the highly respected and trusted shopping cart provider, CoreCommerce. The CoreCommerce code base is audited by the top of the line IBM security software and is PCI/DSS compliant.

How can I stop you from contacting me?

If you ever wish to be taken off of our mailing list, just click "unsubscribe" when you get the email from us. You may also call us at 1-888-579-6020 or send an email to service@westwinddoublereed.com.

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US shipping costs

How much do you charge for shipping and handling to destinations in the US?

Merchandise sub-total

US destinations
Priority Mail
Shipping & processing

US destinations
Express Mail*
Shipping & processing
$0 - $500.00 $7.95 $28.15
$500.01 - $1000.00 $12.90 $53.30
$1000.01 and above $13.35 $54.65

You can expect delivery of most items within 2-3 business days of your order for priority mail items. To ensure Next Day Delivery, orders must be placed by 10am Pacific Time, Monday-Friday. Orders received after 10am Pacific Time will not be processed and shipped until the following business day. Orders placed after 10am on Friday will be processed on Monday.

*Express delivery is NOT guaranteed during holiday periods. Saturday delivery is not available. Call 1-888 579-6020 for more information.

Where do you ship from?

Orders are shipped to you directly from our location in California.

Can you ship my order to an address different from my billing address?

Yes, we can ship to an address that is different from your billing address. Please follow the instructions through the Checkout process.

Can you ship my order to a P.O. Box?

We much prefer to ship to a physical address, for safer, faster shipping. If you have an APO or FPO address or have no other option but a P.O Box, please contact our customer service department. 

Customer Service:
Email: service@westwinddoublereed.com
Phone: 1-888-579-6020
Fax:1-888-579-6020

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International shipping costs

Do you ship to countries outside the United States?

Yes, we ship virtually everywhere in the world using US Postal Service priority and Global Express services.

How much does it cost?

Prices vary depending on the destination of your order. The following chart summarizes pricing options for Mexico and Canada versus the rest of the world.

Merchandise sub-total

Mexico & Canada
Priority Mail
Shipping & processing

Mexico & Canada
Express Mail
Shipping & processing
$0 - $500.00 $13.95 $53.00
$500.01 - $1000.00 $24.90 $103.00
$1000.01 and above $28.95 $110.00

 

Merchandise sub-total

Other international destinations
Priority Mail
Shipping & processing

Other international destinations
Global Express Mail
Shipping & processing
$0 - $500.00 $15.95 $62.00
$500.01 - $1000.00 $28.90 $121.00
$1000.01 and above $44.95 $126.95

If you wish to make other arrangements, you can request a quote of costs and we will contact you by e-mail with exact costs and options. Send an email to service@westwinddoublereed.com. Tell us your name, address and the products you wish to order and request a quote of total costs. In most cases, we will respond to your email within 1 working day.

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Sales tax

Do you charge sales tax inside the US?

Westwind Double Reed is required by law to collect sales tax on sales to California residents. Taxes are calculated on a county-by-county basis. If multiple tax rates exist in a county, the highest tax rate is used to ensure compliance with state tax laws. US orders shipped outside of California are not subject to sales tax.

Do you charge tax outside the US?

The answer to this question varies depending upon the shipping destination. Customs duties, sales taxes, and "value added taxes" may be due upon arrival, and are the sole responsibility of the purchaser.

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Returns

How Do I Return An Item?

If you purchased a shaper tip from our online catalog:

Westwind shaper tips purchased through our online store qualify for our 30 day trial program. If it turns out that the tip you ordered isn’t the right one for you, return it to us within 30 days of your invoice for a refund or an exchange. If you live in the United States, we’ll pay for first class mail shipping and return postage as well. The following terms must be met by you:

  • The postmark on the returned merchandise packaging must be dated within 30 days of the invoice date.
  • Your shaper tip must be returned in the pre-addressed cardboard return mailer that was included in your original packaging.
  • Your return must include your packing slip or a print out your email invoice.
  • Shaper tips must be returned in resalable condition. Please read our recommendations for taking care of your Westwind shaper tip.

You are responsible for the merchandise until it reaches our warehouse safely. US first class mail does not guarantee delivery. We have yet to lose a shaper tip through the US Post Office, but if you are concerned about their reliability you may wish to send the tip back to us via a trackable service such as UPS or FedEx at your own expense.

Check purchases are refunded by company check. Credit card purchases are credited back to the original credit card. If an exchange is requested, we will refund your original purchase and then create a new charge for the new tip. The new charge will be for the tip plus applicable tax only. We will pay for shipping via a standard ground delivery method of our choice.

If you purchased a standard catalog product other than a shaper tip:

If for any reason you are not satisfied with your purchase, simply notify us by e-mail at service@westwinddoublereed.com. We will issue a Return Material Authorization Number (RMA#) immediately. Shipping charges, rush charges and additional fees paid by Westwind Double Reed will be deducted from the refund, unless the return is due to our error. Duties and taxes are non-refundable for orders returned to Westwind Double Reed. The following terms must be met by you:

  • The postmark on the returned merchandise packaging must be dated within 30 days of the invoice date.
  • The products must be returned in new, resalable condition.
  • You are responsible for merchandise until it safely reaches our warehouse. To protect your return please repack items using all original packing materials, double box your shipment to prevent damage, insure for the full value of your purchase and write the Return Authorization # on the outside of the shipping box, NOT on the merchandise box. Make sure to keep your tracking number!

We recommend that you ship your items back to us using a trackable service like FedEx or UPS. We are not responsible if your returned merchandise gets lost in the mail. Returns take approximately two weeks to clean and process. Credit card purchases are credited back to the original credit card. Check and Money order purchases are refunded by company check.

If you purchased a custom order product:

Customer order products are guaranteed to be free of defects. If a problem is found, please notify us within 15 days of invoice. We will repair or replace the product.

Customer Service:
Email: service@westwinddoublereed.com
Phone: 1-888-579-6020
Fax:1-888-579-6020

Where do I return an item?

The address for returns is:

Westwind Double Reed
Returns Department
6175 Meridian Avenue
San Jose, CA 95120

For shaper tip returns, use the pre-addressed cardboard return mailer.
For all other products, be sure to include the RMA# on the outside of the package.

What if something arrives damaged in transit?

Your order is carefully packed to exceed USPS shipping requirements. If an item arrives damaged: Call or email us immediately for return instructions. To qualify for damage protection, you must notify us of any problems within 72 hours of receipt. We are available at 1-888-579-6020.

We will provide you with instructions for how to proceed. Make sure to retain the damaged merchandise, including all of the original boxes and packing materials. Items missing original packaging may not qualify for damage protection. Please be advised that return fees may apply if damage is not a result of shipping.

What happens if I refuse an order I placed when it is delivered?

If the carrier returns an item because it was refused or undeliverable for a reason other than our mistake, a minimum 20% restocking fee will apply. If the item was shipped for free, outbound shipping fees (and tariffs and duties on international shipments) will also be charged back at the time of return.

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Working with our shopping cart

I'm having problems ordering on your site.

If you have problems ordering on our web site, please call us at 1-888-579-6020. We'll be glad to take your order over the phone. If you get our voice mail, don't worry. We'll make it a priority to get back to you as quickly as possible.

Which browsers work with your web site?

WestwindDoubleReed.com is designed to work with Internet Explorer, Firefox, Safari, and Google Chrome. We recommend downloading the latest version to fully experience our site. To purchase products online at WestwindDoubleReed.com, you must use a browser that is SSL-compliant and has a "secure mode".

To make sure your browser is secure, look for a closed lock or an unbroken key at the bottom of our checkout page. You must also have JavaScript enabled in your browser's preferences.

What are cookies and do I need to have them turned on?

Cookies are tiny, harmless text files which contain the information you give us when you place your order. Cookies do not allow us to "spy" on you or your computer habits, the WestwindDoubleReed.com cookie only works while you are on our site. When you shut down your browser all cookies are disabled.

You don't have to have cookies turned on, but you'll find our site easy to use if you leave them turned on. If you prefer to have them off, you will not be able to submit an online order. Call us to place an order at 1-888-579-6020.

How do I turn on cookies?

Chances are they are already turned on, that's the default for most browsers. If not, do the following:

Using Microsoft Internet Explorer:

  • Choose "Internet Options" from the "Tools" menu.
  • Select the "Security" tab on the window that pops up and click "Custom Level". Scroll the "Settings" box down to the section labeled "Cookies."
  • Make sure all cookie settings are set to "Enable."

Using Netscape:

  • Choose "Preferences" at the bottom of the "Edit" menu.
  • Select the "Advanced" category at the bottom of the white category box.
  • In the "Cookies" area (lower half of gray box) select "Accept all cookies."

How do I contact the web site administrator?

If you have any questions about this privacy statement, the practices of this web site, or your dealings with this company, please contact:

Christy Hubbard, Business Manager
Westwind Double Reed
6175 Meridian Avenue
San Jose, CA 95120
christy@westwinddoublereed.com

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