Shipping & Handling 

 

Each piano or organ instrument from Bernies has its own unique process of preparation and delivery. Accordingly, the most accurate way to price your delivery, is to quote for you. 

When planning for your delivery, it is important to consider your location, access, stairs and obstacles, as well as factors like your preference for boxed or assembled goods, and any in-home set up required. 

Please note: the prices generated at the point of sale on our website do not take in to account your exact distance or distance from the major city in your state, access requirements, assembly and set up needs. Additional costs may apply. 

Who do you use to ship your goods?

Bernies takes great care in making sure that your instrument arrives to you in the condition that it left here. Pianos and organs can't just be delivered by any old furniture carrier! After decades in the industry, we are pleased to have a strong network of specialty carriers that enables us to deliver even the most prescious instrument anywhere in Australia. 

Carriers are selected from our list of experienced suppliers according to the size of your parcel and your location. This is subject to availability and quote at the time of purchase, as we select the most prompt and reasonably priced carrier. Please advise us at the time of purchase if you have a preference for carrier. 

Can I track My delivery via a third party website?

Yes. Depending on the carrier, tracking may be available online, or we may need to follow up for you by telephone. 

How long does it take for an order to be dispatched?

This varies, subject to stock and assembly required, and where you are in Australia. We will coordinate with you directly to provide an ETA.

Do I get a product guarantee?

All products come with a guarantee, unless it is "as is" or a clearance item and clearly stated. The guarantee period ranges from 3 months to 10 years depending on the product.

On delivery, your instrument will come with a warranty folder that details the care and precautions we suggest to care for your warranty.  Please call us on (03) 9872 5122 for enquiries. 

DO YOU HAVE A RETURN POLICY?

In addition to your statutory rights, Bernies Music Land has a friendly family business approach to returns - we are here to be fair. 

We are happy to offer exchange or credit any item that is in brand new condition, with original packaging and within two weeks of purchase. We offer refund as required by law if an item is faulty or unsafe, if it doesn't do what we said it would, or if it doesn't do what you asked. Please keep your receipt as proof of purchase. Please contact us directly by phoning (03) 9872 5122 or email info@musicland.com.au. 

Under what circumstances can I exchange?

For over 40 years, we have taken great care to make sure that our customers are happy and that our instruments provide lasting value. Please contact us on (03) 9872 5122 or email info@musicland.com.au to discuss refund or exchange. We offer an exchange if you have ordered the wrong item or we have sent you a wrong item. We also offer exchange if the item is faulty or unsafe, or if it doesn't do what we said it would do.

Under what circumstances can I refund?

It is important to us that you are happy.  If you would like a refund, please call us on (03) 9872 5122 or email info@musicland.com.au We offer a refund if the item is faulty or unsafe, if it doesn't do what we said it would do, or if it doesn't do what you asked for. 

Customer Service Policy

We are committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. In the event that an ordered item is not available, has a delivery delay or we are unable to fulfil your order we will notify you within one business day to arrange an agreeable alternative item, discuss the option of a loan item while your item is on order, or a full refund.