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.  Please refer to the Warranty booklet supplied with your instrument.

Under what circumstances can I refund?

- 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. If these apply, we are happy to offer refund, exchange or credit for items that are in brand new condition, with original packaging and within two weeks of purchase. Please keep your receipt as proof of purchase.

- Change of mind refund requests are subject to the discretion of the Manager. Minimum 20% admin charge, plus freight and service costs will be deducted from the refunded amount. - Refunds may take up to 30 days and may be processed over smaller payments.

- Change of mind Refunds are not available on special orders, bulk orders, or discounted or clearance items, or items sold "as is".

- All other circumstances are subject to the discretion of the Manager.

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.