Delivery Information

Delivery Times
Delivery days are simply a guide. We work with a range of carriers and our team will support you during your purchase to ensure the promptest delivery available. We make no guarantees for delivery timeframes or days. 

Backorders
Our website offers the ability to place an order for backordered items. A backordered item means that it is currently out of stock at our warehouse, and we do not have visibility on the stock status with the supplier. Once you place an order for a backordered item, we will order it from the supplier and dispatch it to you as soon as it becomes available.

  • Backorder Waiting Period: If the wait time exceeds 2 months, we will contact you to offer a refund. Orders for backordered items within 2 months cannot be cancelled.
  • Price Guarantee: A backorder secures the price of the item at the time the order is placed, and ensures you are ahead of the queue when stock becomes available.

Online Stock
The stock shown on our website is updated from our supplier feeds. If your order relies on this stock, we may need to wait for delivery to our store before dispatching it to you. If there is any delay in stock arrival, we will notify you promptly.

Delivery Updates
If an item is temporarily out of stock and needs to be ordered, we will promptly inform you via email with an estimated wait time. Once the order has been dispatched, you will receive an email with the relevant tracking and freight details.

Delivery Methods

We deliver all goods using general freight carriers, and follow their guidelines for shipping and delivery.

  • Shipping Address: Please provide an accurate and complete shipping address. Items cannot be delivered to PO Box addresses or Parcel Lockers.
  • Delivery Timeframe: If you do not receive your order within 7 business days after dispatch, please contact us so we can assist in resolving the issue. Please note that delivery delays will occur during peak retail freight seasons, Black Friday, Cyber Monday & Boxing Day.
  • Business Hours Delivery: Deliveries occur during business hours and require a signature for confirmation of receipt. If you are unavailable at the time of delivery, you may be charged a re-delivery fee.
  • In-Store Pickup: If you select in-store pickup, you must collect your order within 2 weeks and provide the relevant confirmation of purchase and any additional ID as requested.

Packaging

We make every effort to ensure that your order is packaged securely.

  • New Products: New keyboards and digital pianos are securely packaged in their original manufacturer's packaging. While we take care to handle items safely while in our possession, we are not responsible for any damage once the item has been dispatched to the courier. If you are concerned about damage or loss in transit, we recommend selecting one of our insured freight options.
  • Guitars: Our guitars, though they may have been displayed on the showroom floor, are brand new and come with the full manufacturer's warranty. From time to time, these are not able to be supplied in original packaging. 

Late or Missing Deliveries

If you do not receive your order within 7 business days for deliveries within Australia, please contact us immediately. We will work with you to resolve the matter as quickly and satisfactorily as possible.

Items Damaged in Transit

Please do not sign for a package if you suspect it is damaged. Signing indicates that the item has been received in good condition, and any damage after that is no longer the responsibility of the courier. If your item is damaged, you must contact us within 24 hours of delivery. Please refer to our Customer Order, Returns and Exchanges Policy for further instructions on return freight.

Security Checks

To protect against fraud, we may contact you to verify your account before dispatching goods. To avoid delays, please respond promptly. We reserve the right to cancel the order and issue a refund if the security checks cannot be completed satisfactorily.

Australia-Wide Delivery

We deliver to any location within Australia. International shipping is not available.

Stairs

If your delivery involves stairs, please notify us in advance. A fee may apply, which must be paid before delivery is confirmed. For any item weighing over 50kg, additional assistance is required, and we will need to inform the movers beforehand.