About Us

To help avoid returns & cancellations, we offer personalized service to help make sure you’re ordering what you want and need.  We are primarily a build-to-order company, meaning most pedalboards and cases are built to your specification, after the order is placed. We even have estimated timelines above each products price to help assist with timing. Due to the nature of raw material acquisition and order influxes, these timelines can increase or decrease without notice. Please see below our terms and requirements for boards, cases and DIY parts!

Board & Cases – Cancellations for pedalboard related orders are NOT POSSIBLE 1 weeks after original purchase date. We start the build almost immediately, so material and efforts are allocated to your purchase. Orders are subject to a 15% cancellation fee to help cover administrative and material allocation costs. If you are uncertain of the product(s) or what you’re ordering, please call or email in and we can help answer any questions prior to committing to your purchase. We are a custom shop/built to order shop, so many of the items you order and buy, are made to your spec upon ordering, so returning “custom” items are 1000% not possible. If you need to find out prior to ordering which products are non-returnable, feel free to contact us directly. We are also a build to order shop, as such, specified build times can take longer than advertised; we do our best to keep things on-time and prefer to have your order leave our shop quickly. So…. build times are subject to change without notice, sorry!

• Custom Shop builds are 1000% Non-Returnable! Custom Shop builds in progress are not eligible for cancellation, not even 1 hour after the order is placed.  A custom shop build is typically something not simply ordered from our webshop, but a custom piece that you called in to configure order.
• Ready to Ship Builds are 1000% Non-Returnable
• Custom Cable orders are 1000% Non-Returnable
• New Board/Case orders are started and materials are allocated immediately after the initial order has been made, so cancellation has to be approved in writing. After 1 week, cancellations are subject to approval in writing and usually involve a administrative fee to cover our costs
• Any original sale that qualified for free shipping destined for a return will be charged the originating shipping and associated costs of processing the order.
• All returns subject to 25% restocking fee unless shipping damage has occurred or there is something wrong with the build quality, or, if we sent you the wrong item(s).
• It will be to the sole discretion of West Coast Pedal Board, to either fix, replace or substitute any or part or piece of the shipment.
• Prior to ANY return, a written authorization needs to be made and agreed upon prior to return, accompanied by the original sales receipt.  Any and all issues need to be clearly written and documented so if a repair is needed, so we can accurately address those issues.
• It will be under the sole discretion of West Coast Pedal Board to issue a refund or replacement for damaged, incorrect or items that are in need of repair.
• Upon return, items must be packed and shipped properly.  If damage occurs as a result of incorrect packaging, improper box size, inadequate packing materials etc, the return will be denied.  If you need help with this, contact us for guidance prior to shipping.
• All non shipping damaged returns have to be in 150% BRAND NEW CONDITION or a return could possibly be declined.
• Any DIY part orders

DIY Part Orders – We fulfill and ship 90% of our part orders almost immediately, so parts orders are unable to be cancelled/refunded. You may return the parts for a credit, minus any shipping charges and our 15% restock fee that cover our admin costs. In the event that your order is lost, stolen, rerouted or otherwise delayed by the shipping carrier, we will handle the process of filing a missing, lost or stolen item claim on your behalf. This process can take a little time and 9 out of 10 times, the item(s) will arrive, it’s just taking a bit longer than usual due to events that are simply out of our hands. Please remember, we are NOT the shipping carrier, once it leaves our shop, the delivery and timing of delivery is the responsibility of the carrier we pay for the service. We promise to pack and ship the items quickly with premium packaging and care. The rest however, is up to the shipping carrier. If your item is permanently lost, damaged, it is up to West Coast Pedal Board to either replace or refund the order. This usually happens after the process of a claim is seen through by the specific carrier service. Again, this process and speed is not of our control, but we promise to quickly and accurately file the claim and move the process forward as quickly as possible!

Definition of these terms and of new, unaltered and unused condition:

• not a customer ordering error, needed a bigger size board, or want a different color, or change your mind after the order has been placed and/or shipped
• without showing signs of wear or damage in any way, in other words, in BRAND NEW condition
• claim made within 7 calendar days of the delivery date (after 7 days no returns are allowed)
• cannot be a special order, Custom Shop build or any other purchase requiring expedited shipping on our part.  Unless there are manufacture defects or shipping damages, these items are non-returnable.
• unless noted, that it cannot be returned or has a different return policy time period other than that 7 days noted in that item’s particular item description.
• any Clearance items, Flash Sale items, Custom Shop items or anything sold or marked as B-Stock or the similar, are non-returnable or exchangeable.
• If there was no physical damage caused by improper shipping &/or handling, the cost of the return shipment, as well as the replacement items shipping cost will be incurred by the customer unless otherwise arranged in writing. These costs will be paid in full prior to any shipment of new or replacement goods.Refunds and Exchanges are contingent upon inspection of original item(s) once we receive it.

There is a 25% restocking fee for returned items that are not being exchanged and are not damaged.  All shipping charges are also the customers responsibility if an exchange is not elected.  If your order qualified for free shipping, those fee’s will also be deducted. If a wrong part is sent, we will cover all shipping charges associated with proper replacement should you elect for a replacement.  We will need to recover the wrong item prior to any replacements being sent out.  Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.

If an item is received damaged or is incorrectly shipped by us, please contact Customer Support at (707) 836-7440 immediately. In the event that the item is damaged during delivery, we will need pictures showing the damages of product(s), the condition of the box and packing materials.  KEEP THE BOX AND ALL PACKING MATERIALS!! The claim process can sometimes take a while, during the claim process, we will work with you to resolve the issue the easiest and quickest for everyone. If you are an international customer, the process can take a couple extra weeks for resolution, and typically, damaged products will need to be returned at the customers expense for repair. Sorry, I know this sucks…  This expense typically gets re-imbursed through the claim process, if claim is approved by the shipping carrier at fault. If product(s) are damaged beyond repair, a new item will be sent, without a damaged goods return process. Timing for a replacement can vary, specially if its a Custom build and will be handled on a case by case basis, in writing.