Frequently Asked Questions

This Agreement was last modified on 11th of October 2016

Shipping Information


What Postage Methods Are Available?

Piano City posts items using Australia Post, TNT, couriers please and Various courier companies, that is most appropriate for the address. We provide also the tracking information. We post to standard addresses only, not PO Boxes, due to size of our musical instruments that may require a courier.


How Long Will it Take To Get My item/Piano?

Items on our site are always usually in stock, it an item was not in stock you will be contacted. Posting out will take up to 1 or 2 business days, item can then arrive at your destination from 3 to 6 working days, sent either by courier or standard post. If you are local we can provide a same day delivery option.


How Do I Track My Order?

You will be notified when your item has been posted out. Please see your tracking number either by the email sent to you, or under My Account then orders.


Do I Need A Account To Place Order?

When buying on our site, you can make an express payment with paypal, therefore it is not required for an account to be made, but it is best to create an account to keep track of all your orders and support for your item. We also will provide exclusive offers for our account holders.


What Postage companies do you use?

Piano City has the right to choose the correct postage method for your item, companies we use are Australia Post, TNT and Couriers please. No PO Boxes are allowed. For local delivery we have our delivery men!


What is your refund/exchange policy?

Upon purchase Piano City will be happy to send you the goods that you purchase in good order and condition. In accordance with the Australian Consumer law, Piano City will not provide a refund for change of mind. Thus the purchaser is advised to choose carefully.

For warranty claims, please refer to the manufacture warranty and contact us to process your claim, original purchasing receipt must be provided to make your claim.


What if there is a problem/warranty with my item?

Standard products come with 1 year manufacturer warranty, Pianos can come with up to a 10 year warranty. Please enquire about the product you are purchasing for the length of the warranty. If you have a problem with your purchased item please contact us in regard to the matter, and describe your problem, you may want to call a store for help as  it is a matter of understanding the product.


How Do I Place an Order?

Select the item you want then click add to cart, or the shopping trolley image. Then go through to the cart section, sign in or create a new account then click through to payment methods. Follow the prompts and fill in your details then make payment and your item has now been ordered. If you leave the payment method before payment your order will be void.


How to Contact us if you Have Any Queries?

You can either email or call either one of our stores for a quick response, if you are not local and require remote assistance, please email your concern to info@pianocity.com.au


Are the prices online the same as instore?

All our online prices are the same as instore, but sometimes the prices are different as we will have exclusive offers for online sales only.