Shipping Policy
Delivery Cost:
If you spend $200.00 or more on a product from The Music Warehouse, we will deliver this product to you for FREE! *Exclusions apply see below
Purchases under $200.00 will be charged a delivery fee of $8.00 for urban delivery and $16.00 for rural delivery.
We do not offer overnight or express delivery options.
Delivery Method:
Your order will be delivered to your door by either NZ Couriers or Aramex Couriers, depending on the nature of the items ordered.
Order Processing Times:
Depending on the number of orders received, weekday processing may take 1-2 days. Orders received after 2pm may not be processed or sent out on the same day.
Orders do not get processed over the weekend so orders made between 2pm Friday and 10am Monday will not get processed until Monday. Processing of weekend orders may take 1-3 days depending on the number of orders received.
We offer a vast range of products on our website, many of which are not physically located in our store. These products will subsequently get shipped directly from our supplier to you potentially using a different courier company. In these cases delivery times may vary slightly from those listed in this document depending on the efficiency of our suppliers processing time and their courier company. In these instances your contact information will get shared with our supplier for delivery purposes only.
From time to time the inventory information held by our website may be out of date with our suppliers current stock quantities. We endeavor to keep this information as up to date as possible, however, in these circumstances we may need to cancel and refund an order if that product is no longer available. Alternatively, in many circumstances the product can be provided but with a extended wait time that can vary from 2 weeks to 6 months. You will be advised of this and offered the option of a full refund in these circumstances.
If you think that your order is taking longer than it should based on the times specified in this document please give us a call on 0800 600 007 as we may need to follow up with one of our suppliers.
Shipping Times:
Standard urban shipping times are 2-5 working days from the time of collection from our shop (not from the time of purchase), and standard rural shipping times are 5-10 working days.
Busy times such as Christmas and New Year could see delivery times extended by as much as 5-10 extra working days. Please be patient at these times of the year, there is nothing we can do to speed up delivery times once the order has left our shop.
Shipping Options:
We only offer New Zealand Nationwide shipping. We can deliver to PO Boxes but only for small items. Please provide a standard physical address for large items.
We do not offer international shipping under any circumstances.
We offer "Click and Collect" for local customers who would like to make purchases online and then collect them in store. Please note that you will be advised when your order is ready for collection, please do not just show up before being contacted as your order may not be ready. We offer a vast range of products, many of which are not physically located in our store and need to be sent to us before you are able to come and collect them. If you have not received pick-up confirmation from us within 2 business days (Monday-Friday) please give us a call on 0800 600 007 as we may still be waiting for your product to arrive :)
Damaged Goods:
If you have received a faulty or damaged item please refer to our Refund Policy and get in touch with us ASAP on 0800 600 007 so we can work towards a positive solution.
Wrong Product:
Unfortunately, human error can result in the wrong product being sent to you by mistake. Please accept our sincere apologies for this, it happens and we will work with you to reclaim the product at our expense and get the correct product to you. If you do receive an incorrect product contact us ASAP on 0800 600 007 so we can work towards a positive solution.
Please be kind to our staff, the pressure of retail can take its toll and angry customers do not get served faster than friendly ones. We appreciate that you may be frustrated, but please be aware that we will also be frustrated as sending the correct product the first time is far more convenient for us than sending the wrong one!
*Shipping exclusions
All our pianos are delivered free of charge to our local customers only, subject to the following:
This service extends from the Wellington Region up SH 1 to Waikanae and SH2 to Masterton. Free delivery is subject to property access and will be discussed with you on purchase. There may be situations in which we require a third party moving company to do the job, in these cases you will notified of a delivery charge. This is at the discretion of the shop manager, we are not obligated to deliver your piano for free.
Deliveries of pianos outside the local region indicated above will incur a $500 delivery fee, subject to change depending on availability of a third party moving company and/or distance from our shop to your home.