Shipping & Delivery

Last updated: 6 May 2026

Overview

Carlingford Music Centre ships across Australia and offers in-store pickup at our Carlingford showroom. This page sets out our shipping options, costs, dispatch and delivery timing, and how to handle a damaged or missing item.

Section 1: Shipping Methods

We use established Australian carriers depending on the size, weight and destination of your order:

• Australia Post for small and medium parcels nationally
• StarTrack, Toll and Couriers Please for larger parcels and faster road freight
• Specialist piano carriers for upright and grand pianos (see Section 8)
• In-store pickup at 320 Pennant Hills Road, Carlingford NSW 2118

The carrier shown at checkout is the one we have selected as the most reliable and economical for your address and parcel size.

Section 2: Free Shipping

Items showing a “Free Shipping” badge ship free to metropolitan areas of ACT, NSW, VIC, QLD and SA.

Section 3: Shipping Costs

Where free shipping does not apply, the cost is calculated automatically at checkout based on the destination postcode, parcel weight and dimensions. You will see the exact figure before completing payment, with no hidden fees added later.

For oversized items (large pianos, complete drum kits, large amplifiers), we may contact you after the order to confirm a freight quote, particularly if you live in a regional area or upstairs without lift access.

Section 4: Order Processing Time

We aim to dispatch in-stock orders within 1 to 2 business days of payment clearing. Orders placed on weekends or public holidays are processed the next business day.

Some items may need to be ordered in from a supplier or manufacturer. When that happens we will let you know the expected lead time. Naturally, every effort will be made to acquire the product on your behalf in a timely manner. We recommend that you check the expected delivery time before placing your order, especially around holidays, by calling (02) 9873 2333 or emailing [email protected].

Section 5: Estimated Delivery Times

Once dispatched, typical transit times for in-stock orders are below. These are estimates only and can be affected by carrier delays, weather and remote-area conditions:

The processing time in Section 4 is in addition to these transit times.

Section 6: Tracking Your Order

When your order is dispatched we will email you a tracking number for the relevant carrier. You can also track your order at any time by signing into your account and visiting My Orders.

If you do not receive a tracking email within 3 business days of placing your order, please email us or open a support ticket.

Section 7: In-Store Pickup

You can choose Pickup at Carlingford at checkout to skip shipping costs entirely. Pickup is free and you will be notified by email or phone when your order is ready to collect.

• Address: 320 Pennant Hills Road, Carlingford NSW 2118
• Trading hours: Mon to Fri 9:00 AM to 5:00 PM (Thu until 7:00 PM), Sat 9:00 AM to 4:00 PM, Sun closed
• Parking: Directly opposite our store, accessed from Lloyds Avenue
• What to bring: Your order confirmation email and photo ID

Orders held for pickup will be kept for a reasonable time. If you cannot collect within that window, please contact us so we can hold the item or convert to delivery.

Section 8: Pianos, Drum Kits And Bulky Items

Acoustic pianos, large digital pianos, complete drum kits and other oversized items receive special-handling freight. For these:

• We contact you after the order to confirm a delivery date and time window
• The carrier will arrange access details (ground floor, lift access, stairs)
• Stairs and tight spaces may incur an additional handling fee, quoted before delivery
• Standard delivery is to your front door or ground-floor entry. Inside-room placement may be available for an additional fee, please ask
• Acoustic pianos benefit from settling for at least 2 weeks before tuning. We recommend booking a tuner after delivery rather than expecting it to arrive in tune

Section 9: Damaged Or Missing Items

Please open and inspect your order as soon as it arrives. If anything is damaged in transit, missing from the parcel, or different from what you ordered, contact us within 48 hours of delivery:

• By email: [email protected]
• By phone: (02) 9873 2333
• By raising a support ticket

Please keep all packaging and a photo of any damage, as the carrier will usually require this evidence to process a claim. We will work with the carrier and the manufacturer on your behalf to organise a replacement, repair or refund as appropriate. See our Return Policy for the full process.

Section 10: Address Changes And Re-Delivery

If you need to change a delivery address, please contact us as quickly as possible. Once an order has been dispatched, address changes depend on the carrier and may incur a re-direction fee.

If a parcel cannot be delivered (no one home, secure-building access denied) the carrier will usually leave a card with re-delivery or pickup instructions. Re-delivery and storage fees imposed by the carrier are passed on at cost.

Section 11: International Orders

Most of our shipping is within Australia. If you would like to ship outside Australia, please email [email protected] or call (02) 9873 2333 with your address and the items you are interested in. We will provide a freight quote and timing.

Australian GST is not charged on goods exported overseas, but the destination country may apply its own duties, taxes and customs handling fees on arrival. These are the responsibility of the recipient.

Section 12: Contact Us

For any shipping or delivery question:

• Email: [email protected]
• Phone: (02) 9873 2333
• Support tickets: Open a ticket
• In-store: 320 Pennant Hills Road, Carlingford NSW 2118