Customers - Service - Methods of payment - Taxes - Back Order Policy - Minimum Order - Freight & Insurance - Returned Goods - Prices - Lost or Damaged Goods - Copyrights - Complaints


Our goal is to provide our customers with the best possible service, the widest range of merchandise, and good value for money. We do our very best to make shipments promptly, minimize back orders, and follow through with every order to create good customer satisfaction. We recognize that without you, the customer, we have no business. We thank you for business placed with us, and shall appreciate suggestions that will help us serve you better.


Our aim is to provide a fast turnaround on all orders. Our normal service on stock merchandise is to ship within 24 hours after receipt of your order. In most cases, we can expedite your order the same day. 


All orders are processed in Canadian Funds. We accept the following methods of payment: Visa, Mastercard or open accounts for Canadian Customers.


CREDIT CARDS: We accept VISA or MasterCard. Your Credit Card will not be charged until your order is ready to ship.

CREDIT ACCOUNTS: Canadian customers only. 30 day credit account will be considered upon completion of a credit application form, which will be provided upon request. Allow at least three weeks for the application to be processed. Until we have notified you of your approved application, we ask you to continue as a cash customer. 2% interest will be added automatically to accounts when the unpaid balance exceeds 30 days from the date of the invoice. Customers who repeatedly carry a balance beyond 30 days will be taken off credit terms.


Canadian Customers:
Maritimes: Harmonized Sales Tax
Quebec: Prov. Sales Tax & GST
All other provinces: GST only

Outside Canada: No taxes apply
Local & Country customs and taxes are to be paid by the customer.


Backorders which cannot be sent within 60 days will be purged from our system, unless otherwise requested.


Because of the high cost of entering and processing an order, we have found it necessary to establish a minimum order level of $ 30.00, not including taxes and shipping fees. All orders for less than this amount will be honored and processed; however, they will be subject to a $ 5.00 handling charge.


Shipping charges are extra in all cases. These are calculated by weight, size of package and destination.  Unless specific shipping instructions are given, we will ship via the most economical route. Misdirected shipments, by no fault of ours, will be chargeable to you, per carrier imposition.


Any items returned for credit will be accepted if they are returned within 30 days, are from our regular stock, and are in a saleable and unused condition. All products must be returned in its original packaging, along with all hardware and instructions. However, a 15% restocking charges will be applied for any product returned to us which was not a result of our shipping error, and shipping charges will be your responsibility. Any fees paid by us under promotion will also be chargeable to the customer.

All returns must be accompanied by a RETURN AUTHORIZATION NUMBER ( RAN), which can be obtained by e-mail to contact@pianophile.com. Under no circumstances will RAN's be issued beyond 30 days. Any product returned without the assigned RAN clearly marked on the outside of the package will be refused.

Unless defective, the following items are generally not returnable: Special orders, custom made products, material cut to order, books & liquids, piano covers, hammers, decals.

Please insure returning parcels appropriately. We are not responsible for returned items damaged or lost in transit.


Due to the foreign price fluctuations for raw materials and supplies, be advised that all prices and specifications are subject to change without notice. Upon receipt of your order, you will be notified of any adjustment.

All prices shown are in Canadian Funds.

Foreign countries: all applicable duties are to be paid by Customer.


All merchandise is inspected prior to dispatch. The responsibility of goods passes to the customer on delivery to common carrier. Therefore, before accepting any shipment, please check it carefully, making a note on the freight bill of any apparent loss or damage. 

Damage, concealed or otherwise, is the responsibility of the carrier. Damage claims must be instituted immediatly, DIRECTLY WITH THE CARRIER by the consignee, but we will assist in substantiating a claim in any way possible.

Shipping companies require that you retain original packing and freight bills for inspection.


The pianophile.com website may not, in whole or in part, be copied, reproduced, republished, uploaded, posted, transmitted or distributed without the written permission of Pianophile Inc.. Unauthorized use of pianophile.com and/or the materials contained on pianophile.com may violate applicable copyright, trademark or other intellectual property laws or other laws. The use of such materials on any other website or in any environment of networked computers is prohibited.


In the event of a serious complaint regarding service or merchandise, a letter or e-mail should be sent for the attention of the manager. You have our assurance it will be investigated, and an explanation provided.


Customers - Service - Methods of payment - Taxes - Back Order Policy - Minimum Order - Freight & Insurance - Returned Goods - Prices - Lost or Damaged Goods - Copyrights - Complaints

2002 Pianophile Inc. All Rights Reserved