Frequently Asked Questions
Where/how do I hang my Woodstock Chimes?
Click here to find out where and how to hang your Woodstock Chimes (or bell or gong) for optimal performance. Keep in mind that prevailing winds will affect performance. Here's a map of the current prevailing winds in the United States.
Hanging and adjusting an Emperor Gong can be tricky. Here are some tips:
• Make sure the wood piece directly above the gong is level. To adjust this piece, hold the gong and pull up on the side of the wood that is lower until the entire piece is parallel with the ground.
• The clapper should be equi-distant from the right and left edges of the gong. To adjust this, raise the upper wood piece on its string, turn it slightly to the right or left and lower it back down on the knot. Keep adjusting until the clapper falls in the center of the gong.
How do I care for my Woodstock Chimes / Woodstock Music Collection Instrument?
Here are some simple maintenance tips so you can enjoy your Woodstock Chimes / Woodstock Music Collection instrument for years to come.
My customer has an old chime - do you offer refurbishing services for Woodstock Chimes?
Refurbishing services are available for many Signature Chimes. Depending on the style of chime, we will replace the wood and string parts, re-string the chime and ship it back to your customer for a fee.
My customer lives overseas – will Woodstock repair or refurbish their chime? If their chime is within the warranty period, they should work with you, their retailer, to arrange for a replacement.
International shipping charges, duties and taxes make it prohibitively expensive to ship chimes to locations outside of the United States. As such, Woodstock does not repair/refurbish chimes from outside of the United States.
Can my customers buy replacement string or wood parts to refurbish their Woodstock Chimes?
While we offer refurbishing services* for many Woodstock Chimes, repair kit options are also available for our more traditional chimes. Depending on the style of their Woodstock Chimes, your customer may purchase repair parts for their chime. Parts are available on our public site; prices are based on the style of chime.
Do you sell replacement parts for other Woodstock Chime products?
In addition to the various refurbishing and repair kit options listed above, Woodstock Chimes also sells various replacement parts for our Garden Bell and Fountain products, as well as some of our other chime products. These can be found on our public site.
What about accessory parts for Music Collection products?
Yes! We sell various replacement parts for our drums and other Music Collection items on our public site.
Can my customer register their product with you?
Yes, your customers can register their product(s) online. Simply click here to go to the online registration page on our public website.
What is your warranty policy?
You expect excellence and so do we. We’re committed to quality and stand behind everything we sell. Most Woodstock Percussion, Inc. products carry and one-year limited warranty (see below). In addition, our musically tuned chimes with aluminum tubes carry a lifetime tuning guarantee.
Products manufactured by Woodstock Percussion, Inc. are warrantied to be free of defects in materials and workmanship. All musically tuned Woodstock Chimes with aluminum tubes come with a lifetime tuning guarantee. Your product is warrantied for one year from the date of purchase. This warranty excludes capiz, bamboo, glass and coconut chimes and components as well as defects due to normal wear, abuse, shipping damage or failure to use products in accordance with the instructions. The warranty is also void in the event of unauthorized repair or modification. In the event of a defect, product will be repaired promptly, without charge or, at our option, replaced with a new product of equal or superior value, if delivered to Woodstock Percussion, Inc., prepaid, together with the sales slip or other proof of purchase date. PRIOR APPROVAL FROM WOODSTOCK PERCUSSION, INC. IS REQUIRED FOR RETURN. Contact our Refurbishing Department at firstname.lastname@example.org for a return authorization number. Once you have a return authorization number, products should be returned to Woodstock Percussion, Inc., 167 DuBois Road, Shokan NY 12481-5124 USA Attn: Quality Dept.
Except to the extent precluded by applicable law, Woodstock Percussion, Inc. WILL HAVE NO LIABILITY FOR ANY CONSEQUENTIAL, INCIDENTAL, OR SPECIAL DAMAGES, AND ANY WARRANTY OF MERCHANT-ABILITY OR FITNESS FOR PARTICULAR PURPOSE EXPIRES WHEN THIS EXPRESS WARRANTY EXPIRES.
This warranty gives you specific legal rights, and you may have other rights which vary from state to state
My customer's chime broke and it's still under warranty. What should they do?
If your customer's product breaks while under warranty, it will be repaired or replaced with new. It's an easy 2-step process for them to return their chime for repair/replacement:
STEP 1: You need a Return Authorization Number to return your product. To request a Return Authorization Number, your customer should contact our Customer Service Department at 800-422-4463 x487.
STEP 2: Once they have a Return Authorization Number, your customer can return their product to:
Woodstock Percussion, Inc.
167 DuBois Road
Shokan, NY 12481-5124 USA
They should be sure to put their Return Authorization Number on the outside of the box. It doesn't hurt to include it and their contact information on a note inside the box with the chime.
My customer's Woodstock Kazoo is under warranty, can it be fixed?
Unfortunately, Woodstock Kazoos are not a"fixable" product. However, if it is under warranty and if the problem is due to a manufacturer's defect, we can replace it. Tell your customer to request a Return Authorization Number by contacting our Customer Service Department at 800-422-4463 x487.
My customer's Zenergy Chime/Pipedream is out of tune, can you tune it?
All Zenergy Chimes and Pipedreams are precision tuned. There is no way to re-tune these products. If your customer truly thinks there is a problem, please have them email us and we will make arrangements for our Quality Control people to check their Zenergy Chime and/or Pipedream. If there is a problem, we will replace their product. If there is not a problem, we will return their original product to them.
The shortest tube on my customer's Pipedream doesn't ring properly. Is this fixable?
Your Pipedream was precision tuned by experts at our factory. There is no way to re-tune a Pipedream. Because of its small size, the shortest tube does not have as much resonance as the other tubes. However, we felt it was vital to include this note as part of the Pipedream scale. If your customer truly thinks there is a problem, please have them email us and we will make arrangements for our Quality Control people to check their Pipedream. If there is a problem, we will replace their product. If there is not a problem, we will return their original product to them.
Do you have more songs for my customer's Woodstock Music Collection instrument?
Yes! We do have additional songs available for most of our Woodstock Music Collection products. Click here to see a list of instruments, then click on your customer's instrument to see all the songs we have that can be played using that instrument.
I understand Woodstock Chimes are precision tuned, what does that mean?
When Woodstock Chimes first began producing windchimes in 1979, most windchimes were made by artists who created visually beautiful chimes with little consideration for the sound. Woodstock Chimes elevated the windchime into an item that combines beauty with musical relevance, using a technique that precision tunes the company's windchimes to musical scales. " Windchimes are musical instruments that are played by the wind, " says founder Garry Kvistad, who taught collegiate music classes for many years, and is also a musician with the group NEXUS and a percussionist with the Steve Reich and Musicians ensemble. " When you're purchasing a windchime, you should close your eyes and listen to it. If you have an immediate, positive reaction to the sound, it's an ideal windchime for you. "
For reasons of musical purity, we tune all of our products to an ancient system known as just intonation . Therefore, many of the notes used on Woodstock Chimes fall between the notes of the piano which is tuned to a modern system called equal temperament . This makes our products not only authentic when we tune to ancient scales, but also gives the sound its beautiful and unique quality for which we are known. Each and every tube or rod used in our special chimes is individually tuned to exacting frequencies to assure the best possible result. This means that tubes tuned to the same note found on other Woodstock Chimes will be in tune with each other but might be slightly different in length. Other windchime makers often cut to exacting lengths but the sound will vary due to the slight inconsistencies of the tubes (wall thickness, diameter, temperament of metal). While our products are mostly enjoyed in homes and gardens, many musicians use them as well. Since the intervals don’t always match the modern system of tuning of the piano exactly, trained ears can appreciate the difference and adapt to the ancient system. For those wanting to explore this ancient tuning system of just intonation in great detail, Garry suggests the following: http://www.kylegann.com/tuning.html .
I can't hear the chimes on your website.
It could be that your computer is using a sound management utility. For instance, on a Macintosh computer, the Safari browser software has a secondary app named 'Safari Web Content'. When a sound management utility is installed on the computer, the volume for that app is sometimes set to 0, which affects the ability to hear our chimes when you click the "listen" button on our website. Simply changing this setting to a higher number solves the problem.
Are your chimes made in the US?
All Woodstock Chimes are designed and developed at our headquarters in Shokan, NY. In addition, our marketing, accounting, purchasing, customer service and warehouse departments are also located in Shokan. Product production takes place in a number of places, including China, Bali, the United Kingdom and the United States. Here's a message from our Executive VP regarding production of Woodstock Chimes.
Do you have a glossary of terms?
Yes, of course! Please click here to see our glossary of commonly used terms.
What are all the chime parts called?
Most of the chime part names are pretty self-explanatory. There's the Top String and the Tube String and so forth. Here's a diagram that spells it all out for you.
I have an inquiry about something that hasn’t been addressed here. How do I get an answer?
Please use the contact us form to ask your question. We’ll reply as quickly as we can.