Shipping & Returns
We want your experience with Pianogoods products and service to be a great one. In the event that there is an issue with your order requiring a return, we've got you covered.
A restocking fee of 15% will be deducted from the refund for most returned items (this is what our drop-ship manufacturers charge us when an item comes back to them). We do not like restocking fees, and we will not deduct a restocking fee unless we are being charged one, ourselves.
If you receive an item that is defective, Pianogoods will either replace the item or refund it, at no expense to the buyer, and restocking fees will not apply. The exact procedure for the replacement or refund may depend on specifics, such as the source/manufacturer of the item, the nature of the defect, etc., and Pianogoods will work with the buyer as needed to facilitate the successful replacement or refund.
If a shipment is damaged by the shipping courrier, or lost by the shipping courier, the buyer will receive a replacement or refund. Damaged shipments must be reported to Pianogoods within 72 hours of delivery. The exact procedure and time frame by which the refund or replacement occurs may depend on a number of factors, such as the value of the shipment. This process could require the buyer to provide evidence of the damage to the shipping courier and/or to Pianogoods, and it will likely be necessary to file a claim with the shipping courier.
Pianogoods is not responsible for shipments that are stolen from the delivery location after the shipping courier has completed successful delivery. Please take measures to protect your premises from thieves and "porch pirates."
At this time, Pianogoods only accepts purchases from buyers in the United States. We work with many suppliers who ship directly on our behalf, using different shipping methods, with different policies on insurance, etc. Because of those differences, it is not possible for us to support international purchases on the Pianogoods.com website at this time. If and when Pianogoods is able to support international purchases (on those items that can be shipped internationally), only shipping methods with insurance will be used, because theft by workers in customs agencies around the world is a real and growing crime.
Please contact Pianogoods before doing anything: Send an email to firstname.lastname@example.org and include the following information:
Item(s) to be returned
Reason for return
We will send you shipping instructions, which may include an RA number, along with the address to ship the return, and you may receive a PDF file with a printable shipping label to attach to the package.
Carefully package the returned item(s) with the packing slip, following all instructions.
Non-defective items must be returned in new, undamaged condition, in the original packaging with all parts and product documentation.
We must receive the return no later than 20 days from the date the item was delivered to you. Please insure the return shipment, as we cannot be responsible for damaged or lost shipments.
Fluids and consumable supplies are not eligible for return.
When the return has been processed, you will be notified by email, and the refunded amount will be applied to your credit card. Please allow sufficient processing time for this credit to appear on your statement.
Items ordered through Pianogoods may ship using various methods, such as UPS, FedEx and USPS. Many items are shipped directly from the manufacturers we partner with (various locations throughout North America), while others are shipped directly from our location in Arizona. Orders containing multiple items could be sent to you in more than one package, as they are likely to come from different suppliers.
If an item that you ordered is found to be out in stock (this is sometimes unavoidable because some items are shipped directly by the manufacturer): We will contact you immediately with the estimated delay, and find out if you prefer to wait for the item to become available (back order), cancel your order, or delete just that item from the order for partial refund.
Some products are designated as Free Shipping items. If your order consists entirely of Free Shipping items, no shipping charge will be added to your order at checkout. If your order consists of Free Shipping items in combination with items that have a shipping charge, the shipping charge will still be applied.
We are not able to accept online orders with shipping addresses outside of the US. We work with many different suppliers and manufacturers who ship some of our items directly on our behalf. These suppliers have different policies, rates and procedures for international shipping, and we cannot account for all of these differences with our automated online ordering process. It may still be possible for us to help you. Please contact us and provide your shipping address, and indicate which item(s) you are interested in. Depending on the item(s), we may be able to take your order offline, or refer you to another reseller.