Frequently Asked Questions

Where are your products made?

All Tru-Seal products are produced at our facility in Clearwater, Florida.

How soon should I expect my order to be processed & delivered?

Once your order is placed, an invoice is immediately available for your review & payment. Your invoice will include payment instructions via our online payment portal. As soon as payment is received, your order is pulled & shipped. Transit times are estimated as 2-5 business days.

Can I order the classic pads originally offered by Rex?

Yes. In addition to our newly-developed products, we also have the tooling & patents/licensing to produce Rex's original R5-USA designs. Contact us for more information!

I have a problem with my order or product. How can I get this resolved?

We treat every issue as an emergency, but there are several ways to get the message to us. You can complete the Contact Form (link is located at the top of the page) or, for immediate assistance, contact Brandon Ellis, our Tru-Seal Specialist, by phone at 800-578-9724 Ext 120. We want you to be completely satisfied with your order and ask that you let us know if that's not the case.

I'm not purchasing on behalf of a repair shop or music store. Can I still order from you?

Unfortunately, no. We do not sell to individuals. You must be a business owner or purchasing on behalf of a business. When creating your Tru-Seal account, you'll be required to upload an image of your resale tax certificate (or equivalent) in order to purchase from this site.

Why do I need to create an account?

We ask that you create an account for several reasons. First, we anticipate you're going to love our products and will be back. Creating an account saves time during the checkout process and allows you to review & recall past orders. We also need a copy of your resale tax certificate if we're not going to be charging sales tax on your orders (you can upload an image of your certificate while creating your account).

My details have changed since my first order. How can I update my information?

Simply click on the My Details link within the top navigation bar. There, you'll be able to review and/or change your information and click the Update My Details button. Easy!

What other products are you working on and/or planning to offer?

All kinds of stuff! As mentioned on the home page, we're nearly ready to release our full-synthetic flute & saxophone pads as well as intermediate & professional options (for all pads), thumb rest pads, water keys, stem felts, cap washers and a whole lot more. Be sure to check back often to see what's available. We can also notify you of new releases.