Frequently Asked Questions
Ordering
What are my ordering options?
There are four easy ways to order from Percussion Source. Please choose one of the following:
- Phone: Call our Nationwide Toll Free Line 1-866-849-4387 (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.percussionsource.com.
- Fax: Fax to our Nationwide Toll Free Line 1-888-470-3942 (local line 319-351-6124)
- Mail: Mail your order to:
Percussion Source
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, gift card number, purchase order, or purchase order number. 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 your 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 paid by check must include a single check made out to Percussion Source. 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.
As an individual, what are my order/payment options?
Orders from individuals must include payment at the time of ordering by Visa, Master Card, Discover, American Express, PayPal, gift certificate, or gift card. Send PayPal funds to Paypal@westmusic.com. If you wish to pay by check, your order must be mailed with the check.
Note: Your primary telephone number and address are required for all orders.
Do you do special orders?
Percussion Source 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 1-866-849-4387 or email service@percussionsource.com.
Requests for special order items can take 24-48 hours for us to confirm availability with our vendors.
Do you do international orders?
Please contact us in advance about international charges, as rates and regulations vary. Be advised that in addition to our international shipping charges, individual governments will assess their own duties and taxes, and additional brokerage fees may be charged. All of these additional fees are the responsibility of the receiver. Payment prior to shipment via wire transfer or PayPal is required for international orders. All charges are to be paid in US dollars via US Banks.
Shipping
How can I get an order confirmation?
When you place an order on our website, Percussion Source sends an automatic email confirmation notifying you that we have received your order. This confirmation is sent from donotreply@percussionsource.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 do you handle partial shipments?
Orders must specify if payment will not be made on partial shipments and/or if orders must be received in a single shipment. If this information is not provided, a partial shipment will be sent and prompt payment will be expected. Back-ordered items will be invoiced and shipped separately.
How are shipping rates determined?
Shipping rates are determined by the subtotal dollar amount of the order. Rates for Standard, Upgraded, 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 Expedited orders will be delivered Monday through Friday. To arrange for Saturday Delivery please call 800-397-9378. Additional charges will apply.
What is the Percussion Source holiday shipping schedule?
All package carriers will observe the following days as holidays. Please note that no shipments will be picked up or delivered on these dates, including express shipments, and these dates should not be included as a business day for transit purposes.
- Martin Luther King Jr. Day – Jan 17
- Valentine’s Day – Feb 14
- President’s Day – Feb 21
- Good Friday – Apr 15
- Easter – Apr 17
- Mother’s Day – May 8
- Memorial Day – May 30
- Juneteenth - June 19
- Independence Day – July 4 & Independence Day (Observed) – July 5
- Labor Day – Sept 5
- Indigenous Peoples' Day (Columbus Day) – Oct 10
- Veterans Day – Nov 11
- Thanksgiving – Nov 24
- Christmas – Dec 25 & 26 (Observed)
- New Year’s Day Holiday – Jan 1 & Jan 2 (Observed)
Shopping
What are my payment options?
We accept Visa, MasterCard, Discover, American Express, personal checks, gift cards, money orders, Paypal, and approved Institutional Purchase Orders. Make checks payable to Percussion Source; send PayPal funds to Paypal@westmusic.com.com. 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 1-866-849-4387 or service@percussionsource.com if you have any questions.
Do you charge tax?
The states in which we are required to charge sales tax are rapidly changing. If your institution is tax-exempt, please fax us your exempt certificate. Percussion Source currently charges sales tax on orders that ship to Colorado, Illinois, Iowa, Michigan, Minnesota, Missouri, Ohio, New Jersey, North Carolina, Nebraska, Nevada, 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 percussionsource.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 back-ordered 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 back-ordered items to you when we have received them from our vendor suppliers. There is no additional shipping charge for backorders. Please see the Partial Shipments section for invoicing information on backorders.
What do I do when I have found an offer on a website, but it's not applying to my cart?
Percussion Source will honor all promotions, including but not limited to free shipping offers, sale pricing, coupons and codes, that originate from the Percussion Source website, email, SMS message and direct mail campaigns, through conventions and workshops, and promotions we have authorized through our partners and affiliates. We will honor these authorized promotions in accordance with the terms and timeframes stated in the promotional materials. We reserve the right to refuse to honor offers, discounts or promotions originating from unauthorized third parties.
Where can I learn more about the safety of a product and its appropriateness for children?
Percussion Source 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 shaped 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 1-866-849-4387 or via email at service@percussionsource.com. Thank you for your understanding of this important issue.
My Account
What is your privacy policy?
Read the Percussion Source Privacy Policy here.
How do I 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 Percussion Source Customer Service at 1-866-849-4387 from 8am until 5pm Central time Monday through Friday. An institutional account is required for those wishing to pay with purchase orders.
Warranty Information
How do I get a replacement item for a Basic Beat Guaranteed item?
Basic Beat products were developed 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.
Returns
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 with all original packing materials 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 and items returned without original packing materials or not in original condition 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.
Defective Merchandise: Within 45 days of the original purchase date, defective merchandise may be exchanged for a like item or returned for a refund. After 45 days, and up to 1 year after original purchase, defective merchandise may be exchanged for a like item or repaired at the discretion of Percussion Source. If a like item is not available, a substitution may be made at the discretion of Percussion Source. Percussion Source 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. Percussion Source will be responsible for the costs associated with the return and replacement shipping.
MERCHANDISE RETURN INSTRUCTIONS:
Please call 1-866-849-4387 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: Percussion Source 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 photos you can take of the damaged product or packaging would be very helpful. Percussion Source 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 1-866-849-4387 or email us at service@percussionsource.com 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.