Earpiece Orders
Average turnaround time is one to three days from the time we receive your order. An in-house “rush service” (earpiece made the same day order is received) is available for an additional fee. Standard shipping is via First Class mail unless another shipping method is chosen. A charge for First Class postage will appear on your invoice. We supply First Class mailing boxes and labels for your use, free of charge.

If you need your order faster than First Class, expedited shipping services are available through FedEx®, UPS®, or Priority Mail®. These services are offered at the discounted rates available to Westone. If you send us impressions via FedEx, UPS, or Priority Mail, please specify on your order form the return shipping method for the finished product.

If no method is specified, we will return the order to you via the same method we received it and charge your account accordingly.

Remake Policy

We will remake an earpiece at no additional charge if it breaks within one year due to failure of materials or workmanship. In addition, we will remake an earpiece within ninety (90) days of the invoice date under the following circumstances:

1. An earpiece we sent out is lost in the mail
2. We made a manufacturing error
3. An earpiece allows feedback or does not fit properly. Please note that open style earpieces are not guaranteed against feedback.

No-charge remakes are not available under the following circumstances:

1. Incorrect information is supplied on the order form
2. Feedback or fit problems arise after 90 days
3. The earpiece is lost
4. Occlusion

If a style or material change is requested on a remake, a bench fee will be charged.

Note: Shipping charges apply on all remakes.

Supplies Orders
Orders received during normal business hours will generally be shipped the following business day. Rush orders received before 3:00 p.m. Mountain Time will be shipped the same day. Rush orders
received after 3:00 p.m. Mountain Time will be shipped the following business day.


Placing Your Order
• Shop online westone.com
• Order by phone 1-800-525-5071
• Fax 1-800-736-9576.

Shipping and Handling

Unless a specific shipping method is requested, we will ship all supplies via FedEx Ground or UPS Ground. All supplies are shipped from our Colorado Springs facility. Because we cannot trace United States Postal Service shipments, postal service is used only when specifically requested or when no other delivery means is available.
• Estimated delivery dates are not guaranteed.
Weather delays and other unforeseen circumstances may impact delivery times.
• Some items require a signature for delivery.
• For shipping related questions, please contact customer service at 1-800-525-5071

Freight Charges
Standard freight charges are based on the dollar value of your order (see chart on page 135). Some particularly heavy items may require additional freight charges.

Back-Ordered Items

Westone reserves the right to partially ship orders, please specify if order has to ship complete. Backordered items, if any, will be shipped as soon as they become available. Back-ordered items will not be billed to your account until they are shipped.

Returns

All returned merchandise must be accompanied by a Return Merchandise Authorization (RMA) number. Please call us to request a RMA number. RMA numbers must be obtained within 30 days
from the date of the invoice.

Defective Merchandise

1. May be returned within 30 days of the invoice date for credit or exchange after obtaining a
   RMA number.
2. If you received incorrect or damaged merchandise, we will provide you with a label for return shipping.
3. All paperwork, including warranties and instructions, must be returned along with the original packaging. Place the manufacturer’s box into a shipping box (plastic bags are not sufficient packaging). DO NOT put any stickers, labels, tape or marks on the original manufacturer’s packaging.
4. A manufacturer’s warranty is included with many products. Products that become defective after the 30-day return period and within the manufacturer’s warranty period should be sent d irectly to the manufacturer with a copy of your receipt enclosed. See manufacturer’s warranty for further instructions.

Non-Defective Merchandise

1. May be returned within 30 days of the invoice date after obtaining an RMA number.
2. May be subject to a restocking fee.
3. Must be returned in new and resalable condition in the original packaging. Items damaged or showing signs of use are not returnable. Items missing will be subject to additional charges.
   4) All paperwork, including warranties and instructions, must be included along with the original packaging. Place the manufacturer’s box into a shipping box. DO NOT put any stickers, labels, tape or marks on the original manufacturer’s packaging.
4. Freight charges incurred due to returned merchandise are the responsibility of the customer. We recommend that you use FedEx or UPS with insurance for returns. Westone cannot be responsible for lost or damaged packages.

Returns Procedure:

1. Call us at 1-800-525-5071 and request a Return Merchandise Authorization (RMA) number. We will need the following information:
2. a. Purchaser/Business Name, account number and invoice number
3. Product serial number, if applicable
4. Reason for return. If defective, describe specifically what is wrong.
5. Merchandise should be packaged in such a way as to protect the product and its packaging.
6. Clearly mark the RMA number on the outside of the shipping box.
7. Include a copy of the original invoice in the package.
8. All merchandise must be shipped prepaid and fully insured to:
   Westone Laboratories, Inc.
   RMA# ________________
   2260 Executive Circle
   Colorado Springs, CO 80906