1. 14-Day “No Hassle” Product Purchase Guarantee

Customers have 14 calendar days from the date of receipt to return or exchange any item purchased through the Silverstein Works online store.

• All returns must be presented in the original packaging with the contents in their original condition as sold.
• Customers must furnish an order number, purchase receipt and/or other proof of purchase.

AMBIPOLY Reeds

• All AMBIPOLY reeds may be exchanged free of charge for a different cut or strength under this policy.
• Clarinet & Saxophone reeds must include the original “bag tag” with serial number and may not be marked, altered, adjusted, damaged, or blemished.
• Oboe & Bassoon reeds scraped and/or clipped by the customer will be accepted for return or exchange; no other alterations, adjustments, or damage are permitted.

Customers are responsible for all associated shipping costs. See Shipping Policy below.

To request a product return or exchange, please contact us.

2. AMBIPOLY Reed Replacement Guarantee

Warranty Registration Required: Customers must register all AMBIPOLY reed purchases — including web store purchases — within 30 days of purchase to qualify for this guarantee.

Coverage

• Clarinet & Saxophone reeds: Guaranteed to play consistently for 6 months from the purchase date, or receive a free replacement of identical cut and strength. Purchases made up to 30 days prior to the start of this guarantee (May 7, 2021) also qualify.
• Oboe & Bassoon reeds: Guaranteed to play consistently for 3 months from the purchase date, or receive a free replacement of identical cut and strength. Purchases made up to 30 days prior to the start of this guarantee (April 1, 2022) also qualify.

Conditions

• Clarinet & Saxophone reeds must include the original “bag tag” with serial number.
• Reeds may show normal signs of use and wear, including marks from adjustments with reed tools.
• Damaged, abused, lost, or neglected reeds are not eligible.
• Replacements are provided only in the identical strength and model as the original purchase. No cash value, store credit, points, or other product.
• Refurbished reeds may be supplied at our discretion.

Customers are responsible for all associated shipping costs. See Shipping Policy.

To request an AMBIPOLY replacement, please use our Service Request Form.

3. Dealer Purchase Returns & Replacements

Warranty Registration Required: For warranty coverage on all LIGATURE and AMBIPOLY reed purchases — including service, repair, and replacement — products must be registered within 30 days of purchase.

• Purchases made through a Silverstein Works dealer are subject to that dealer’s unique return policy.
• All Silverstein Works products carry our General Product Warranty, regardless of purchase location.
• Participating dealers in the AMBIPOLY Reed Replacement Guarantee may process replacements on behalf of their customers. Contact your dealer for details.
• If your dealer does not participate, please use our Service Request Form to initiate your claim.
• Customers may be responsible for some or all associated shipping costs to their dealer and/or Silverstein Works. See Shipping Policy.

4. General Product Warranty

Silverstein Works products are warrantied to the original owner against defects in materials and workmanship for the specific period stated in the product manual.

Warranty Registration Required: For warranty coverage on all LIGATURE and AMBIPOLY reed purchases — including service, repair, and replacement — products must be registered within 30 days of purchase.

Coverage

• Products are warrantied against stretching, morphing, or unnatural changes resulting from normal use.
• If a product fails due to a manufacturing defect (even after extended use), we will repair or replace it at our discretion.

Exclusions

• Damage resulting from misuse, abuse, accident, negligence, improper care, or normal wear and tear.
• Black rubber pads under the ligature bridge are consumable parts. Their normal wear is expected; they can be repaired or replaced at a reasonable rate upon request.
• Products must be sent for warranty service with all parts included. Missing parts void the warranty or will be charged.

The customer is responsible for all shipping charges associated with warranty servicing. See Shipping Policy.

To file a warranty claim, please contact your dealer or submit a request via our Service Request Form.

5. Mouthpiece Return Policy

• Maximum quantity per order: 3 mouthpieces.
• Returned mouthpieces incur a $25 restocking fee per mouthpiece.
• Mouthpieces must be returned in pristine condition, in the original packaging and original condition as sold.

6. 3-Piece Reed Trial Program

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: one ¼ strength softer and one ¼ strength harder than the target reed.

• Customers have two weeks to test all three reeds and identify the ideal strength.
• Return any two reeds to receive a full refund of the trial deposit, per the 14-Day No Hassle Guarantee.
• Customers may elect to keep all three reeds and thereby surrender the deposit.
• Reeds kept in this manner are not eligible for the 6-Month AMBIPOLY Reed Replacement Guarantee.
• Purchases made as part of a 3-Piece Reed Trial remain eligible for the 6-Month Guarantee only if two reeds from the trial are first returned.
• Trial reeds may include refurbished products.

Customers are responsible for all associated shipping costs. See Shipping Policy.

To request a product return or exchange, please contact us.

7. Shipping Policy

• Our preferred and sole shipping carrier is FedEx. Alternative methods may be considered only where FedEx delivery is unavailable.
• Customers are generally responsible for all shipping costs associated with purchases, returns, exchanges, or replacements — including shipping items back to us and the cost to ship exchanges/replacements back to the customer.
• Customers are responsible for ensuring the integrity of anything shipped to us. Items should be packaged securely to avoid damage or loss in transit. Silverstein Works is not responsible for shipping claims on items sent to us.
• Silverstein Works is responsible for ensuring the integrity and delivery of items we package and ship to the customer.

8. Contact Information

For returns, exchanges, replacements, or warranty claims, please use our Service Request Form or Contact Us.