Frequently Asked Questions
Brands & Merchandise
Which brands do you carry?
Which brands do you carry?
We carry a wide variety music accessories from an ever-expanding list of brands. Here are just a few from the extensive list of brands we carry:
Bach, Bob Reeves, Denis Wick, PRO TEC, Schilke, Selmer (USA), Selmer (Paris), Stork, Vandoren, Yamaha, Bundy, 2Cool, AirMax, Blessing, Getzen, Al Class, AMP, Benge, BERP, Blue Juice, BO-PEP, Chop Saver, DEG, , Harmon, Jo-Ral, K&M, Kaces, Marcinkiewicz, Mitchell Lurie, Pro Mark, Pico, Rovner, , Slide-O-Mix, Tom Crown, Valentino, Jupiter, King, Parduba, Shires, Eastman, Stork, Pickett Brass, Holton, Laskey, Backun
For more information, please contact us.
Ordering
How do I order?
How do I order?
We certainly encourage you to order from our website whenever possible; orders from the website help us keep our prices low due to decreased labor cost. However, we understand that sometimes ordering from the website is not possible, so we do have a couple options available to you:
- Ordering Method No. 1: Via the Website (Shop Pay accelerated checkout, Credit Cards processed securely by Shopify Payments)
- Ordering Method No. 2: Call us at 540-989-8848 (9:30am-4:00pm ET, M-F)
Are your ordering pages secure? Can I send you my credit card info in confidence?
Are your ordering pages secure? Can I send you my credit card info in confidence?
Absolutely. Our website uses SSL (Secure Socket Layer) encryption to protect your personal and payment information. This means that any data you enter during checkout is securely encrypted before it is transmitted.
Payments are processed through trusted, PCI-compliant providers, and we never store your full credit card details on our servers.
For faster and even more secure checkout, you can also use Shop Pay.
So, there's no risk! In fact, shopping online at Mouthpiece Express.com is statistically safer than using your credit card at a restaurant or department store. We trust you'll find yourself appreciating the fun and convenience of shopping at home.
If you have questions regarding our credit card security policies, please contact us.
What about backorders? What happens if I have backordered items in my order?
What about backorders? What happens if I have backordered items in my order?
We attempt to keep as complete and well-rounded inventory as possible. However, backorders occur from time to time despite our best efforts. The products of some manufacturers are particularly popular -- these manufacturers sometimes experience considerable delays in providing us with product to sell to you. Therefore, we make no claims or guarantees about availability by posting products for sale on Mouthpiece Express.com. Please review these policies about backorders:
- If some of the items in your order are backordered, but other items are in stock, we hold the in-stock items until all backordered items arrive and ship all items together. One shipment saves you money, as the shipping courier charges each time they deliver. We will ship items separately only if you request it -- if you request separate shipping you will be charged for shipping for each shipment. You may want to consider placing two separate orders, one containing in-stock items and one containing all backordered items.
- We will inform you via email of unexpected backorders as soon as possible after the date of your order. We will estimate the arrival time of the backordered items, but please note that the estimate is not a guarantee of delivery time. The estimate is based on those suppliers' history of delivering like items. Additional delays can and do occur.
- If your order includes backordered items and you requested premium shipping (such as UPS 3 Day Select, 2nd Day Air or Next Day Air), we will ship to you using that shipping service unless you request otherwise.
Payment
What forms of payment can I use?
What forms of payment can I use?
We accept the following forms of payment:
- Shop Pay
- Visa
- Mastercard
- Discover
- American Express
- Purchase Orders from schools and governments (in USA only)
More info about Purchase Orders
We accept purchase orders from school and approved institutions ONLY. If you are ordering by purchase order, call us at 540-989-8848.
Payment Types Not Accepted
- Certified Checks
- Cash
- C.O.D.
I don't have a credit card, how can I order from you?
I don't have a credit card, how can I order from you?
We certainly encourage you to order from our website whenever possible; orders from the website help us keep our prices low due to decreased labor cost. However, we understand that sometimes ordering from the website is not possible.
If you have questions about how to pay for your order, Contact Us via our website form, or Call us at 540-989-8848 (9:30am-4:00pm ET, M-F)
When do you charge my credit card?
When do you charge my credit card?
- For orders of in-stock items, we charge your credit card at the time we ship your order.
- For orders of customized mouthpieces, we charge your credit card at the time your order is processed, usually the same day that you place your order. This includes gold plated mouthpieces, custom mouthpieces, and special orders. Remember that custom mouthpieces are non-cancellable and non-returnable.
- For orders of out of stock items or special orders which typically take significant time before ready to ship, we charge your credit card within 7 days of order placement.
Shipping & Returns
What is your trial/return policy?
What is your trial/return policy?
We offer a 15 day trial. That means you may order as many mouthpieces as you wish to try for a 15 day trial (from date of delivery). All returned items are subject to a 10% restocking fee. Some exclusions and conditions apply. Read complete details about our Return & Audition/Trial Policy.
After I recieve my RMA, where do I ship my item(s)?
After I recieve my RMA, where do I ship my item(s)?
Returns should be shipped to the following address:
Mouthpiece Express, LLC
2030 East Main St.
Salem, VA 24153
Can I cancel or return a gold-plated or satin-finish mouthpiece?
Can I cancel or return a gold-plated or satin-finish mouthpiece?
Mouthpieces with special plating and/or finishes are NON-CANCELABLE and NON-RETURNABLE. Please read our plating and finishing information before ordering mouthpieces with special plating or finishes. Thank you!
What do I do if there is damage during shipping?
What do I do if there is damage during shipping?
Your merchandise was checked and confirmed perfect at the time of shipment. If there was any damage during shipping, contact us IMMEDIATELY!
IMPORTANT! You MUST save all packing materials for examination by the shipper. We will be unable to issue you a refund or exchange for damaged merchandise if you do not follow these instructions.
How soon do you ship after I place my order?
How soon do you ship after I place my order?
We do our best to ship as many orders as possible every day, but we do not guarantee same day shipment. If time is a factor, order as early in the day as possible, or call us at 540-989-8848 if you have specific questions or concerns.
Can you tell me how much shipping costs?
Can you tell me how much shipping costs?
Our system automatically calculates shipping fees based on your address, so we cannot send you that information. You can see that information and choose your shipping option before purchasing.
I'm an international customer. Can you mark my shipment "gift" or "samples" or include an invoice with a lower purchase price?
I'm an international customer. Can you mark my shipment "gift" or "samples" or include an invoice with a lower purchase price?
Sorry, we can't do that. Misrepresenting a shipment for the purpose of avoiding or reducing taxes or customs fees is mail fraud.
Order Status Levels
Order Statuses – What Do They Mean?
You can track your order anytime using the link in your order confirmation or shipping email.
Order Confirmed
Your order has been received and is being prepared for shipment.
Not Yet Shipped
Your order is in progress. Some items may require additional handling or sourcing before shipping.
Backordered / Delayed
One or more items are temporarily out of stock. We’ll ship your order as soon as the item becomes available. If you have questions about timing, feel free to contact us.
Partially Shipped
Some items in your order have shipped separately. You may receive multiple tracking numbers if your order is split into multiple packages.
Shipped
Your order has been shipped via USPS or FedEx. You’ll receive a tracking number by email.
In Transit
Your package is on the way to you. Tracking updates are provided by the carrier.
Out for Delivery
Your package is with the carrier and should be delivered soon.
Delivered
Your package has been delivered to the address provided.
Refunded
A refund has been issued for your order (full or partial), depending on the situation.
Miscellaneous
Sometimes I can't get through on the phone
Sometimes I can't get through on the phone
We are not a large MEGAbox shop - We are big enough to offer a great selection and great custom services, but not so big that we don't care about your order! While our size helps us keep a close relationship with our customers, it also keeps our small staff very busy and sometimes hard to reach by phone.
If you can't get through by phone, please use our Contact Form or email us. We are an internet business so we spend a good part of the day in front of a computer screen and shipping orders. We try to respond to emails quickly during the day but it could sometimes take 24 hours to get a response. We are human so if you don't get a response within a reasonable amount of time please try again.
I sent you a message but didn't receive a reply. What's up?
I sent you a message but didn't receive a reply. What's up?
We do our best to answer every email. Like many folks, you may be using a spam filter to delete junk email. Some spam filters think any email address starting with "sales" is spam. You might wish to check your junk mail folder. Or, just add "sales@mouthpieceexpress.com" to your address book so that your email program always sees our emails as "real."
Please note: We have seen this problem particularly with users of AOL email.
What are companion products?
What are companion products?
"Companion Products" are items which we recommend purchasing along with certain products. Usually these products will not work properly without their "Companion Product." e.g. A mouthpiece that has been "Cut for Sleeves" will not work without a Sleeve. Therefore we have Sleeves as "Companion Products."
Can you have a print catalog you can send me?
Can you have a print catalog you can send me?
We decided to publish our entire catalog ONLY on our website, for two important reasons:
- We can hold expenses down (and pass the savings on to you), and
- So that we can keep our prices and product lines current and update the catalog instantly whenever we want. A print catalog is usually obsolete before its even mailed.
Can my school get educational pricing on new instruments or large orders of accessories?
Can my school get educational pricing on new instruments or large orders of accessories?
Yes! We have a School Music Division. Contact us for further details.
Is my vital data safe with you? What's your Privacy policy?
Is my vital data safe with you? What's your Privacy policy?
You can send your vital information to us in confidence, because our ordering pages are hosted on secure servers that encrypt your data during transmission. We're committed to honoring your privacy - please see our Privacy Notice.
Please note: At any point, if you prefer not to receive email promotions or news from us, simply notify us, and we'll remove you from our mailing list, no questions asked.
Who are you guys, anyway? Where are you located?
Who are you guys, anyway? Where are you located?
We are Mouthpiece Express, LLC. We're musicians serving musicians worldwide since 1999. We are located in southwest Virginia with a brick & mortar store called Star City Music that serves all of southwest Virginia - through retail sales, service, and our School Music Division which offers a turn-key instrument rental program for parents of young students. MouthpieceExpress.com serves customers around the world! Here is our mailing address and phone number:
Mailing address:
2030 East Main St.
Salem, VA 24153
Tel: 540-989-8848