Ordering FAQ

As a new customer what are my payment options?

As a new customer, you may place orders by phone, fax, mail or website using MasterCard, Visa, Discover, American Express, or by mail with a personal check. Prepayment is required for individual orders. School, Non-Profits, Facilities, and other similar organizations’ orders may be placed by phone, fax, mail or website with a purchase order and will be invoiced for the items ordered. Orders may also be placed with prepayment by credit card or check. Invoice terms are net 30 days. Balances of 30 days or more will be assessed a late fee.

Can I print an order form?

Click here to download an order form.

Can I use a purchase order?

We will gladly accept a purchase order from institutions such as schools, churches, hospitals and businesses. 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. In other words, 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 make all checks payable in U.S. dollars to West Music and include the invoice number on your check. Please contact our Accounts Receivable department if you have any questions.

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 not returnable for any reason. Please call us at 800-397-9378 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spam bots, you need JavaScript enabled to view it to check availability of items you might like to order. Requests for special order items can take 24-48 hours for us to confirm availability with our vendors.

How are shipping rates determined?

Shipping rates are determined by the subtotal dollar amount of the order. Rates for Standard Ground and 2nd Day Air to the contiguous 48 states are listed below. Please call for a shipping quote for Next Day Air, shipments going outside the contiguous 48 states, and shipments to military addresses.

Do you ship internationally, and how do you determine cost?

• The best process for international shipping is to go ahead and place an order online. We will calculate the time and cost and then contact you so you can approve the charges. Nothing will be charged until you approve the shipping costs. This way you can enter the address information exactly as it needs to appear on the package, and we can be sure it is set up correctly. We will be in touch within 1-2 business days with a shipping cost.
• If you need a quote before ordering, please email us with details of your order at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
• We can ship to any country in the world. However, we are currently unable to ship to Iraq, Iran, Russia, North Korea, Cuba, Libya and Sudan.
• If your country is not listed as an option online, submit an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . We will check to see if we can ship to your country. Many International Orders will require a Wire Transfer for payment.
• International Shipments take about 5-7 business days from the time they leave our warehouse.
• Customs Fees or Taxes may apply when the shipment is delivered. We cannot calculate these fees nor can we say for sure what fees, if any, will apply. You will need to talk to your local Customs Office to find out BEFORE you confirm the shipping cost and have us ship your order.

How can I get an order confirmation? (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. Orders sent to us by postal mail or fax do not automatically receive an order confirmation unless it is requested on the order.

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 email us or call 1.800.397.9378 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.

How do I cancel an order?

Please contact us within 24 hours of placing your order if you need to cancel it. There are instances where an order cannot be cancelled. Please call us at 800-397-9378 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spam bots, you need JavaScript enabled to view it to cancel an order and include your full name and order number.

How do I place an order by fax?

To order by fax, use the order form included in the back of our catalog, or print an order form online. Be sure to complete the entire form, especially your name and billing address; ship-to information (if different than bill-to); complete item information (item number, item name, quantity and price); complete payment information; and your signature. When complete, fax the form to us toll-free at 1-888-470-3942.

How do I place an order by mail?

To order by mail, use the order form included in our catalog, or print an order form online. Be sure to complete the entire form including your signature. If enclosing a check, please pay in U.S. currency.

West Music
ATTN: Order Processing
PO Box 5521
Coralville, IA 52241

How do I place an order by phone?

Phone orders are welcome on our toll-free order line 1-800-397-9378 between 9:00 AM and 5:00 PM Central Standard Time, Monday through Friday. To save time when you call, please be prepared with item numbers and your payment information.

How do I place an order?

To place an order, make sure that you have at least one item in your cart before checking out. Also, you must be able to enter identifying information in order to create an account on the website.

Is there a required minimum to order?

Orders can be any dollar amount although ALL orders under $50 will be charged our minimum shipping charge. For this reason, we suggest that orders be a minimum of $25.

Problem with an order?

West Music requests that you contact us within 30 days of receipt of your order if there are any problems or concerns. We will do everything we can to resolve the problem. After 6 months we are unable to accept returns. A 20% Re-Stocking Fee may apply to your return.

Showkits Performance and Licensing Rights

Broadway and Disney ShowKits require a fax number and contact person. After placing an order for a ShowKit, you will receive a performance rights license. After returning the signed license, the ShowKit will be shipped to you directly from our vendor.

What are your hours of operation?

You can place your order online at www.westmusic.com 24 hours a day, seven days a week. You can also fax your order anytime to 1-888-470-3942. Our customer service center processes and ships all web orders Monday-Friday 8am-5pm Central Standard Time (excluding Holidays). To place an order by phone please call 1-800-397-9378 Monday-Friday, 9am – 5pm, Central Standard Time.

When should I place my order to have it shipped today?

Express orders (2nd day and Next Day) must be entered and released to the fulfillment center BEFORE 3:00 pm Central Time Monday through Friday excluding Holidays to ensure that they can be shipped the same day. All express shipping orders must be placed via telephone, email or website ONLY. Express orders processed after the cut-off time will ship the following business day.