PARRAMATTA: (02) 9689 1181 | GOLD COAST: (07) 5518 8240 | info@pianocity.com.au


Terms and Conditions


  • Our terms are currently changing; due to rising delivery costs some areas do not fall into the free shipping category any more, new terms will come into place as soon as all areas have been assessed. As of this stage we are directly contacting customers after order has been placed if there is a problem with shipping and additional costs must be paid or order to be cancelled.
  • Order must be under 25kg and 25 cubic in size.
  • Our site does not live calculate all terms if any term does not match our free shipping terms, you will be contacted after sale to make payment of shipping or order cancellation.
  • To see if free shipping is available, type in your address first.
  • Total order must be a value of $150 or more.
  • Excludes Delivery to a PO Box
  • Free Delivery only to metro areas of NSW Sydney Metro, Western suburbs, Penrith, Windsor, Campbelltown, Camden (only), Northern NSW, Lismore, Balina, Byron Bay. South QLD areas of Gold Coast, Mt Tambourine, Coomera, Toowomba, Brisbane, Sunshine Coast & Bribie Island.
  • Our deliveries are from various couriers or Australia post and can take from 3 to 10 business days, depending on if instock or stock availability on items.
  • Item must be in stock in nearby Piano City location in your state, if item stock is only available interstate via QLD or NSW postage, you will be contacted to pay the postage fee or cancel order.
  • Orders Up to 120kg Free Delivery within 20km of a Piano City Store.
  • Only If Available for Same day or next day shipping up to 110kg, only for within 20km of a Piano City store.
  • Some items on our site are excluded from Free Shipping due to stock value/availability from location.


  • Full Acoustic Pianos and Grand Pianos are excluded from online free delivery and delivery will be quoted upon sale agreement, free delivery on acoustic pianos must be discussed with a sales representative.
  • Regional and other states will incur additional postage/courier charges, customer will be contacted after sale if shipping fee is over the quoted amount of online sale, if customer does not agree order will be cancelled and refunded. Our website shipping is not calculated live to your post code due to different shipping companies we use and different stock sizes/weight.
  • Free shipping is not available to regional remote areas, or WA, NT, SA, ACT, VIC, TAS and Far North Queensland. Quoted shipping on checkout or contact us online/email or one of our stores to work out an accurate shipping method to your location.
  • Full shipping costs must be paid, if full shipping cost is not paid customers will be contacted and orders will be changed or cancelled to meet the right postage costs to your place of residence or business.
  • Orders may require someone to be on site to accept delivery, or a card may be left, and will need to be picked up from the closest pickup location. In this circumstance you will require ID to collect your parcel.
  • We use various courier services and Australia post, we do not deliver to PO Boxes.


  • Stock levels on our site are not always accurate if we are temporarily out of stock we will inform you promptly and offer an alternative option or refund/cancellation of your order.
  • It is the buyers responsibility to provide correct details, a valid shipping address, email address and contact phone number during checkout.
  • PO Box addresses since we use couriers for larger items to be sent we can not send to a PO BOX. Some smaller items only we will send to PO BOX.
  • We value getting the items on order to you as fast as possible. Due to multi stores, we dispatch from different locations which effects shipping prices particularly if stock is interstate as our website does not calculate live from where our stock is coming from, you may be contacted after sale to pay the balance of a shipping fee. Keyboards, boxed digital pianos and accessories, we take up to 3 business days to despatch.
  • Orders dispatched with shipping companies like Fedex TNT Road Express, Aramex, Couriers Please, Australia Post or local carrier.
  • After dispatch we will send a Tracking Number emailed to your specified email address on dispatch.


Buyer is responsible for loss or damage, you can pay for addtional insurance cover.

  • It is the customers responsibility after dispatch to ensure the follow up of items arriving to allocated address in good order.
  • It is the customers choice to add a higher level of insurance.
  • Smaller packages are not covered by insurance they are either delivered with Aus Post, Aramex, Star Track or Couriers please
  • Shipping for larger items are usually sent with TNT and is covered by the standard level of Freight Insurance which only covers damage in transport. It does cover loss/missing in transit or depo. TNT agree to deliver the goods to the location identified in the consignment note in the same condition that the goods were delivered to us. It covers freight from the time of pick-up to the time of delivery. If the goods are not so delivered due to fire, collision, or overturning of the carrying vehicle only, TNT will pay the value of the goods, or if the goods are damaged the reasonable cost of repair of the goods. TNT liability to you is limited to the amount of the Extended Warranty elected on the consignment note.
  • If you only have the choice of shipping with a courier and are concerned with the safety of your order, you have the option to choose the higher Insurance cover on our checkout page. Please contact us prior to order for any concerns you have with additional insurance or standard shipping.
  • TNT Higher Insurance is available covers:TNT agree to deliver the goods (including glasswear, fragile goods, porcelain, ceramics, enamel goods, computers, mobile phones, electrical goods and white goods) to the location identified in the consignment note in the same condition that the goods were delivered to us. It covers freight from the time of pick-up to the time of delivery. If the goods are not so delivered, TNT will pay the value of the goods, or if the goods are damaged the reasonable cost of repair of the goods. TNT liability to you is limited to the amount of Extended Warranty elected on the consignment note. TNT only insures for the value of the item and up to the maximum value of the extended the warranty is AUD$40,000.
  • Piano City offer Non-courier service/Local delivery, our staff provide free local delivery for digital pianos within 20km or Assembly deliver packages up to 75km further distances can be discussed, direct from store to customer location, with this method no additional insurance is required. This excludes the additional shipping/insurance cost if stock is first coming from another state.
  • Local Acoustic Piano Delivery are delivered with piano specialist and not under the courier insurance, the removalists are covered by a different insurance.
  • Alternatively Customers have the choice to collect the product from one of our stores.


  • If you have not received your tracking, Parcels with tracking information can be obtained by emailing us at info@pianocity.com.au
  • Not all parcels will have tracking information.
  • Items sent by courier are delivered Monday to Friday and require a someone to receive/sign for confirmation of delivery. Item will not be left at door, you may receive a redelivery card to re organise delivery or collect from nearest depo.
  • Items can take up to 10 business days to arrive depending on delays or where you are located. Please contact us after this time if you still haven’t received your Order. We will work quickly to resolve the matter.


  • Shipping rates on our website for acoustic pianos are charged mainly for local areas or NSW and QLD.
  • The rate is only for a standard flat home, no stairs or steep driveways, if you have a concern that your house may be more difficult for a piano to get in to where you need it to go, please contact our stores for further information.
  • For larger acoustic upright and grand pianos, we will contact you after sale to gather more details to deliver your piano. Pianos sent with a Piano removals will be contacted via phone on day of delivery to be updated of piano’s arrival.
  • Prior to dispatch of any product requiring a piano carrier service, we will contact you via telephone, SMS or email to confirm shipping information and arrange the best day for delivery. To prevent your Order being delayed, please respond as soon as possible during business hours, Monday to Friday.


Piano City carry’s a wide range of product line and stores a huge amount of stock although not all items on our website are in stock, orders can be made but stock may need to be retrieved before we can post it to you. If item is unavailable order will be cancelled an we will grant a full refund. Please contact us first if you are concerned with stock availability, via email info@pianocity.com.au, facebook messenger or call one of our stores.


  • We do not offer returns for change of mind purchases.
  • If the item is faulty and requires a return it is purchasers responsibility to pay for the postage of return or to return it to the store in person and we will ship out a new identical product without a fault, as long as item is in stock.
  • Warranties please contact us first in regard to your issue, warranty are covered by manufacturer, and vary from 12 months to 10 year warranties.
  • If an item is damage during transport delivery, it is preferred you do not accept the package, please contact us if you have any concerns.
  • Any other shipping related issues please contact our email info@pianocity.com.au or one of our stores during business hours.