Help & FAQs
What are my ordering options?
There are four easy ways to order from West Music. Please choose one of the following:
- Phone: Call our Nationwide Toll Free Line 1-800-397-9378 (local line 319-351-0482) between 8:00 am and 5:00 pm Central Time, Monday - Friday.
- Web: Order at any time online at www.westmusic.com.
- Fax: Fax to our Nationwide Toll Free Line 1-888-470-3942 (local line 319-351-6124)
- Mail: Mail your order to:
West Music Catalog
P.O. Box 5521
Coralville, IA 52241
Note: All orders must include an address and telephone number for the billing and shipping addresses.
As a school/institution/business what are my order/payment options?
School/Institution/Business orders must be accompanied by a credit card number, check, purchase order, purchase order number or gift certificate. If paying by purchase order, all accounts are subject to credit approval. The total balance of the invoice is due within 30 days of the invoice date. If you account becomes past due, you will be charged a 1.8% late fee per month. If your account becomes past due by 90 days, service to your account will be suspended and legal action taken. Orders must specify if payment will be made on partial shipments. If this information is not provided, a partial shipment will be sent and prompt payment will be expected. Backordered items will be invoiced and shipped separately. Orders paid by check must include a single check made out to West Music. We cannot accept multiple checks from students to be applied to an order.
Note: All orders must include an address and telephone number for your billing and shipping addresses.
Can I print an order form?
Click here to download an order form.
Do you do special orders?
West Music works with many vendors and can often special order items that are not advertised in our catalog or website. These items are considered special order items and are subject to a 20% restocking fee if returned. Please call us at 1-800-397-9378 or email firstname.lastname@example.org.
Requests for special order items can take 24-48 hours for us to confirm availability with our vendors.
Do you do international orders?
We are happy to process your international order. We are currently working on an international shipping table for online international orders. In the meantime, please email email@example.com to inquire about international charges, as rates and regulations vary.
Let West Music Be Your District’s Vendor of Choice!
West Music would like to be included on your district, house of worship, or facility’s approved vendor list. If your purchasing department sends out competitive bids, we invite you to include us on your bid list as well. If you see an instrument package in our collection that doesn’t meet your needs, let us customize one for you! The prices on our website reflect our West Music pricing, including everyday discounts. Sale prices reflect additional special limited-time discounts on certain items. If your school district or other institution participates in competitive bids or is a member of a purchasing cooperative, please contact us at firstname.lastname@example.org or 800-397-9378 for additional information or to request a bid or quote.
What is West Music's holiday shipping schedule?
Click here to see the West Music holiday shipping schedule.
How can I get an order confirmation?
When you place an order on our website, West Music sends an automatic email confirmation notifying you that we have received your order. This confirmation is sent from email@example.com.
If you do not receive an order confirmation, please check your junk mail or spam folder.
Orders sent to us by postal mail or fax do not automatically receive an order confirmation unless it is requested on the order.
If you would like to confirm a mailed order or faxed order, please clearly state that you are "confirming a previously placed order" in your correspondence. In the absence of this clarification, your order may be duplicated and you will be responsible for all shipping charges and return of merchandise.
How are shipping rates determined?
Shipping rates are determined by the subtotal dollar amount of the order. Rates for Standard, 2nd Day and Next Day Air for shipments within the United States, APO/FPO and US Territories are listed below.
Express shipping orders must be placed by 2:00 p.m. Central time to assure shipment the same day. Express orders placed after 2:00 p.m. Central time will ship the following business day.
Next Day and 2nd Day orders will be delivered Monday through Friday. To arrange for Saturday Delivery please call 800-397-9378. Additional charges will apply.
What are my payment options?
We accept Visa, MasterCard, Discover, American Express, Paypal, Personal Checks, Gift Certificates, Money Order, and approved Institutional Purchase Orders. Make checks payable to West Music. Any returned checks will be debited from your checking account electronically for the face amount of the check plus a fee of $30 - $50 according to state law. All payments must be made in US dollars.
Can I use a purchase order?
We will gladly accept a purchase order from institutions such as schools, churches, hospitals and businesses. If paying by purchase order, all accounts are subject to credit approval.
We can accept your purchase orders by mail, fax, internet and phone. However, please be sure to only use one method so that duplications do not occur.
For example, please do not fax your purchase order and then call and place the same order. Institutional orders are billed on open account and are due within 30 days of the invoice date.
If your account becomes past due you will be charged a 1.8% service charge per month. If your account becomes past due by 90 days, service to your account will be suspended and legal action taken.
Please contact our Accounts Receivable department at 1-800-397-9378 or firstname.lastname@example.org if you have any questions.
Do you charge tax?
West Music currently charges sales tax on orders that ship to Colorado, Illinois, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Dakota, Tennessee, Texas and Wisconsin.
How do I know if an item is in stock?
We try to clearly indicate the stock availability of all items that we sell on WestMusic.com. If a product is in stock and ready to ship, you should see the text "In Stock, Ready To Ship". If we have limited quantities of an item available, you may see the text "Only 1 left - Order Now!". In this case, you may purchase in quantities greater than the supply we currently have in stock, and we will ship the backordered product to you when it becomes available.
If an item is out of stock you may see the text, "Temporarily out of stock - reserve yours today." This text indicates that we do not currently have the item in stock, however it is available for us to purchase it for you. You are welcome to purchase an item with this stock messaging. We will ship these backordered items to you when we have received them from our vendor suppliers.
Where can I learn more about the safety of a product and its appropriateness for children?
West Music is committed to child safety and compliance with all applicable safety laws. The musical instruments, accessories, and movement props featured in our catalog and online are not toys. They are intended for use with adult supervision and are not for children under three years of age unless otherwise indicated. While our products pass applicable hazardous substance requirements, including those for lead, they are not designed for rough play. Some items may be fragile. Frequently they contain small moving parts necessary to their operation and/or are shipped in such a way as to unsuitable for use by younger children. If you have questions regarding the appropriateness of an item for a child, contact us at 1-800-397-9378 or via email at email@example.com. Thank you for your understanding of this important issue.
How do set up an account?
Setting up a new account is easy. You can set up a new account when you are ready to check out or if you are just browsing. Start by clicking on "Create an Account". in the upper right corner of our web pages
Just fill out your e-mail address, set a password, provide your shipping and billing information, and you'll be all set. You can then use this account when shopping in the future, or for setting up wishlists.
School districts, K-12 schools, colleges and universities can create an institutional account by calling West Music Customer Service at 1-800-397-9378 from 8am until 5pm Central time Monday through Friday. An institutional account is required for those wishing to pay with purchase orders.
How do I get a replacement item for a Basic Beat Guaranteed item?
West Music developed Basic Beat products with the educator in mind. Basic Beat musical instruments and accessories provide a balance of quality, price, and performance and we are proud to back them up with exceptional customer service and support. If you are not fully satisfied with a Basic Beat purchase, or if there are any defects with the product within the first year, let us know. We will be happy to exchange it for a replacement item or to credit your account. All exchanges or replacements are subject to approval.
How do you process returns?
Returns: If for any reason you are dissatisfied with your purchase you may return it to us within 45 days of the original purchase date. Returned products must be returned with receipt, packing slip, or invoice and in their original condition. Opened software and recorded media are not returnable unless defective. The customer is responsible for all return shipping charges. All special orders are subject to a 20% restocking fee. Please allow up to 2 weeks for your return to be processed. Your refund will be processed in the same manner in which payment was made.
Exchanges: After 45 days, and up to 1 year after original purchase, defective merchandise may be exchanged for a like item, excluding normal wear and tear. If a like item is not available, a substitution will be made at the discretion of West Music. West Music will be responsible for the costs associated with the return and replacement shipping.
Basic Beat Guarantee: If you are not fully satisfied with a Basic Beat purchase or if there are any defects with the product within the first year, let us know. We will be happy to exchange it for a replacement item or merchandise credit. All exchanges or replacements are subject to approval. West Music will be responsible for the costs associated with the return and replacement shipping.
MERCHANDISE RETURN INSTRUCTIONS:
Please call 1-800-397-9378 for a return authorization number. Have your packing slip ready when you call.
Ship returned item(s) in original packing materials via UPS or Parcel Post insured to:
Attn: West Music Returns
RA # _______________
401 Westcor Dr
Coralville, IA 52241
To assist us with your return, please document the account number listed on your packing slip on the outside of the return package.
Discrepancies or Shipping Damage: Any order discrepancies or shipping damage must be reported within 10 days of receipt. Please retain all packing materials for damaged shipments as the carrier may need to inspect them. Any pictures you could take of the damaged product or packaging would be very helpful. West Music will be responsible for the costs associated with return and replacement shipping.
How do I cancel an item or my entire order?
If your order has not yet been released to our warehouse for packing and shipping it may be canceled. Please call us at 1-800-397-9378 or email us at firstname.lastname@example.org to see if your order can be canceled.
Because we try to ensure a prompt delivery of every order, most orders are processed and released within 24 to 48 hours. If you need to cancel an order, please contact us as soon as possible so we can catch it before it's released to the warehouse for shipping.