Silverstein Works Guarantees
Silverstein Works is very proud to keep our promise and commitment to reducing reed costs and providing fair consumer rights protection to all current and future woodwind musicians. We are extremely confident in the quality and benefit that our innovative products provide, and we want to share this confidence with our customers. As a result, we have implemented the following product warranty and purchase guarantees.
14-day “No Hassle” Product Purchase Guarantee
Customers have 14 calendar days, starting from the date of receipt, to return or exchange any item purchased through the Silverstein Works online store. To be eligible for refund or exchange, all returns must be presented in the original packaging with the contents in their original condition as sold. Customers must also furnish an order number, purchase receipt and/or other proof of purchase.
Specifically, we want to assist customers in finding the best AMBIPOLY reed for their artistic needs. As a result, all AMBIPOLY reeds may be exchanged free of charge for a different cut or strength under this policy. To be eligible for return or exchange, Clarinet & Saxophone reeds must be presented with the original “bag tag” showing the identifying serial number. Returned or exchanged Clarinet & Saxophone reeds may not be marked, altered, adjusted, damaged or blemished in any way.
Oboe & Bassoon reeds that have been scraped and/or clipped by the customer will be accepted for return or exchange, but no other alterations, adjustments or damage are permitted.
Customers are responsible to pay all associated shipping costs. For our Shipping Policy, please see below.
To request a product return or exchange please contact us.
Ambipoly Reed Replacement Guarantee
*** Customers MUST register all AMBIPOLY reed purchases for Warranty coverage — including purchases made through our web store — within 30 days, in order to qualify for this Reed Replacement Guarantee. ***
It is expected that our AMBIPOLY reeds will last at least 12 months. As a result, AMBIPOLY Clarinet & Saxophone reeds are hereby guaranteed to play consistently for 6 months from the date of purchase, or you get a FREE replacement reed of the identical cut and strength. AMBIPOLY Clarinet & Saxophone reed purchases made 30 days prior to the start of this guarantee (on May 7, 2021) also qualify for the guarantee.
Oboe & Bassoon reeds are hereby guaranteed to play consistently for 3 months from the date of purchase, or you get a FREE replacement reed of the identical cut and strength. AMBIPOLY Oboe & Bassoon reed purchases made 30 days prior to the start of this guarantee (on April 1, 2022) also qualify for the guarantee.
To be eligible for replacement, Clarinet & Saxophone reeds must be presented with the original “bag tag” showing the reed’s identifying serial number. All reeds replaced under this guarantee are permitted to show the signs of normal use and wear, including such marks resulting from adjusting the reed with reed tools. Damaged, abused, lost or neglected reeds will NOT be replaced.
Customers must also furnish an order number, original purchase receipt and/or other proof of purchase. Replacement reeds will ONLY be provided in the identical strength and model as the original purchase. Under the rules of this guarantee, AMBIPOLY reeds may NOT be replaced for cash value, store credit, points or other product.
At our discretion, we may supply refurbished reeds as replacements.
Customers are responsible to pay all associated shipping costs. For our Shipping Policy, please see below.
To request an AMBIPOLY replacement, please use this Service Request Form.
Dealer Purchase Returns & Replacements
*** For Warranty coverage on all LIGATURE and AMBIPOLY reed purchases — including service, repair and replacement — customers MUST register products within 30 days of purchase. ***
Product purchases made through a Silverstein Works dealer are subject to the terms and conditions uniquely established by that dealer’s return policy. All Silverstein Works products carry our General Product Warranty, regardless of purchase location.
Dealers participating in our AMBIPOLY Reed Replacement Guarantee program will be able to process replacements under these terms and conditions on behalf of their customers. Please contact your dealer for more information.
Customers who purchase AMBIPOLY reeds from a dealer not participating in our AMBIPOLY Reed Replacement Guarantee program, please use this Service Request Form to initiate your claim.
Customers may be responsible to pay some or all associated shipping costs to their dealer and/or Silverstein Works. For our Shipping Policy, please see below.
General Product Warranty
Silverstein Works products are fully warrantied to the original owner against defects in materials and workmanship for the specific period as stated on the product manual.
*** For Warranty coverage on all LIGATURE and AMBIPOLY reed purchases — including service, repair and replacement — customers MUST register products within 30 days of purchase. ***
Products are warrantied against stretching, morphing or unnatural changes that result from normal use. This Warranty excludes damage resulting from misuse, abuse, accident, negligence, improper care, normal wear and tear, and other exclusions. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product without charge or replace it at our discretion. Damage not covered under warranty may be repaired at a reasonable rate.
The black rubber pads that fit underneath the bridge of a ligature are CONSUMABLE parts. The sole purpose of these parts is to prevent minor surface damage to the mouthpiece, and normal wear and tear of these parts is expected. The ligature can sound better if played without any rubber pads. If desired, we can repair or replace such pads at a reasonable rate.
Product must be sent for warranty service with all parts included. Any missing parts will void this Warranty, or the missing parts will be charged to the customer.
The customer is responsible for all shipping charges associated with warranty servicing. For our Shipping Policy, please see below.
To file a warranty claim, please either contact your dealer or contact us by this Service Request Form.
Shipping Policy
Our preferred and sole shipping carrier is FedEx. We will only consider alternative shipping methods where FedEx delivery is unavailable.
Customers are generally responsible for any and all shipping costs associated with product purchases, returns, exchanges or replacements. These costs include returning product back to us as well as the cost to ship an exchange or replacement back to the customer.
Customers are responsible for ensuring the integrity of anything that is shipped to us. Product should be packaged well and shipped in a secure manner such that the shipment is not damaged or lost. Silverstein Works is NOT responsible for any shipping claims on items sent to us.
Silverstein Works will only be responsible for ensuring the integrity and delivery of anything that we package and ship to the customer.
Mouthpiece Return Policy
We understand that not every customer can try our products before buying our products. In order to support customers who wish to try mouthpieces, we have implemented the following return policy.
There is a maximum quantity per order of 3 mouthpieces. Returned mouthpieces will be charged a $25 restocking fee per mouthpiece.
Mouthpieces must be returned in pristine condition, in the original packaging in the original condition as sold.
3-piece reed trial
The 3-Piece Reed Trial is available with any AMBIPOLY Clarinet or Saxophone reed purchase by paying an additional trial deposit. The deposit adds two additional reeds to the purchase: receive one reed a quarter (1/4) strength softer and one reed a quarter (1/4) strength harder than the target reed.
Customers have two weeks to test all three reeds in order to identify the ideal strength for their setup. Customers may then return any two reeds from the trial for a full refund of the trial deposit, according to the terms of our 14-Day No Hassle Product Purchase Guarantee (see above).
Customers may also elect to keep all three reeds in the trial and thereby surrender the trial deposit. Reeds retained in this manner no longer qualify for the 6-Month AMBIPOLY Reed Replacement Guarantee. AMBIPOLY reed purchases made as part of a 3-Piece Reed Trial are eligible for the 6-Month Guarantee if and only if two reeds from the trial are first returned.
Customers are responsible to pay all associated shipping costs (see Shipping Policy, above).
To request a product return or exchange please contact us.
Trial reeds may include refurbished products.