Shipping Policy

1. Shipping Locations

We currently ship to addresses within the Contiguous United States (the 48 states).

Locations We Ship To:

• Contiguous U.S. (48 states): Standard Ground available; White‑Glove subject to availability by ZIP code

Locations We Do NOT Ship To (at this time):

• Alaska and Hawaii
• PO Boxes or APO/FPO military addresses (large item size)
• U.S. Territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.)
• International addresses outside the United States

For special arrangements or manual quotes outside these areas, contact support@pianova.com.

2. Shipping Methods & Costs

Shipping Method	Delivery Time	Cost
Standard Ground (LTL/Freight or Parcel)	5–7 business days after shipment	Free within the Contiguous U.S.
Expedited Shipping Limited availability	2–3 business days after shipment	Quoted at checkout (if available)
White‑Glove Delivery Room of Choice + Basic Setup	Scheduled appointment	Additional fee; availability varies by ZIP code

Note: Final shipping options and costs are shown at checkout based on your address and selected service.

3. Order Processing Time

Orders are typically processed within 1–3 business days after payment confirmation.

Processing Timeline:

• In‑Stock Items: Ship within 1–3 business days
• Pre‑Orders/Backorders: Ship when inventory arrives (we’ll notify you with expected dates)
• Custom Configurations: May require additional time

Business days: Monday–Friday, excluding U.S. federal holidays.

Orders placed after 2:00 PM Pacific Time or on weekends/holidays process the next business day.

4. Delivery Timeline

Delivery times are estimates and begin when your order ships (not at order placement).

Estimated Delivery Windows:

• Standard Ground: 5–7 business days after shipment
• Expedited: 2–3 business days after shipment (if available)

5. Tracking Your Order

Shipment Confirmation

When your order ships, you’ll receive an email with:

• Tracking number
• Carrier name
• Estimated delivery date
• A direct tracking link

How to Track

1. Check your shipping confirmation email (including spam/junk)
2. Click the tracking link provided
3. Or visit the carrier website and enter your tracking number

Lost Tracking Email? Contact support@pianova.com with your order number and we’ll resend it.

6. Shipping Address Requirements

Accurate Address Required

Please ensure your shipping address is complete and accurate:

• Street address (no PO Boxes)
• Apartment/suite numbers (if applicable)
• Correct city, state, and ZIP code
• Valid phone number for delivery coordination

Address Changes

• Before Shipment: Email support@pianova.com to update your address (no fee)
• After Shipment: Contact the carrier to request an address correction (carrier fees may apply)

7. Delivery & Signature Requirements

Adult Signature Required

Due to the high value of Pianova digital pianos, an adult signature (21+) is required for all deliveries.

• Recipient must be present to sign
• Carriers will not leave unattended
• If no one is available, the carrier will leave a notice and attempt redelivery

Missed Delivery

If you miss a delivery attempt:

• Follow instructions on the carrier notice
• Schedule redelivery or pickup with the carrier
• Most carriers make up to three attempts before returning to sender

Returned After Failed Attempts: You may be responsible for reshipping fees if the package is returned to us.

8. Damaged or Lost Shipments

Inspect at Delivery (REQUIRED)

Before signing for delivery, you MUST:

1. Inspect the outer carton thoroughly for any signs of damage (dents, tears, punctures, crushed corners)
2. If ANY damage is visible, note it on the delivery receipt before signing
3. TAKE PHOTOS AND VIDEO immediately:
   • Photos: All sides of the box, close-ups of damage, shipping labels
   • Video (REQUIRED): Record a continuous video while unboxing showing:
     • The sealed/unopened package from all angles
     • The complete unboxing process without cuts
     • Any visible damage to packaging materials
     • The piano and all accessories as you remove them
     • Close-ups of any product damage discovered
4. Contact support@pianova.com within 48 hours with your photos and unboxing video

Why Photos AND Video Are Required

• Photos alone cannot prove when damage occurred
• Unboxing video provides timestamped evidence of package condition upon delivery
• Carriers require video documentation for high-value claims
• Video evidence speeds up claim approval and replacement processing

Lost Shipments

If tracking shows "delivered" but you did not receive the package:

• Check with neighbors, building management, or alternate delivery locations
• Verify the delivery address shown in tracking matches your address
• Wait 24 hours (carriers occasionally scan early)
• Contact us immediately at support@pianova.com to initiate a carrier trace

💡 Pro Tip: Start recording video BEFORE the driver leaves. If you notice damage after they've gone, contact us immediately and record the unboxing anyway—late documentation is better than none.

9. International Shipping

No international shipping is offered at this time.

For international interest, contact support@pianova.com about authorized dealers.

10. Holidays & Delays

Shipping may be delayed during peak seasons, U.S. holidays, severe weather, or carrier disruptions. We will email you if we anticipate a delay.

11. Questions About Shipping?

If you have questions about shipping options, tracking, or delivery, please contact us.