Shipping policy

Shipping & Delivery Policy

 

Questions? Visit our Help & FAQ page to contact us — we respond within 24 hours.

Quick Reference Summary

 

Topic	Details
Free Shipping	All orders to the contiguous 48 U.S. states. No minimum required.
Processing Time	Standard: 1–3 business days. Large/Oversize: 7–12 business days.
Fulfillment Hours	Monday–Friday, 9:00 AM – 12:00 PM PST.
Support Hours	Monday–Friday, 9:00 AM – 4:00 PM PST.
Estimated Delivery	Contiguous 48 states: 5–10 business days after shipment.
Same-Day Shipping	Orders placed before 12:00 PM PST (most items). Exclusions apply.
Signature Required	All orders of $200 or more require a delivery signature.
Order Tracking	Log in to your account at playmusic123.com to track your order.
Address Changes	Not accepted after order is placed. Cancel and reorder.
International	We ship worldwide. Customs duties are the customer's responsibility.
Questions	Visit playmusic123.com/pages/faq — we respond within 24 hours.

Order Processing & Fulfillment

When Will My Order Ship?

Our fulfillment center operates Monday through Friday, excluding holidays and weekends. Orders placed outside fulfillment hours will be processed the next business day.

 

•  Standard orders: Processed and shipped within 1–3 business days of receiving cleared payment.

•  Large / Oversize items: Processed and shipped within 7–12 business days. These ship via freight service.

•  Fulfillment hours: Monday–Friday, 9:00 AM – 12:00 PM PST.

•  Same-day shipping: Available for most items ordered before 12:00 PM PST on business days.

•  Holiday / Weekend orders: Processed the next business day.

 

Our goal is to process all standard orders within 24 hours of receipt. If we encounter any issue with your order, we will contact you promptly.

Same-Day Shipping Exclusions

The following items require additional preparation and are excluded from same-day shipping:

•  Accordions and reed system instruments — tuning and quality control required.

•  Concert string instruments such as cellos, violins, and violas — setup and quality control required.

•  Brass and wind instruments — quality control required.

•  Heavy or oversize products — freight scheduling required.

•  Any instrument requiring full inspection and quality control to comply with warranty requirements.

 

If your order includes any of the items above, please allow additional processing time. We will notify you if there is an unexpected delay.

Free Shipping

We offer free Standard Shipping on all orders to the contiguous 48 U.S. states. No minimum order and no hidden fees.

Free Shipping Conditions

•  Valid for all orders shipped to the contiguous 48 U.S. states and the District of Columbia.

•  Standard Economy Shipping Service only.

•  Does not apply to Alaska, Hawaii, Puerto Rico, APO/FPO addresses, or PO Boxes — standard charges apply.

•  Oversize or freight items may require additional shipping charges — see the product page for details.

•  Some orders may ship in multiple boxes.

Available Shipping Services

 

•  Standard / Ground: Free on all qualifying orders. Delivered via UPS, FedEx, or USPS.

•  Priority / Express: Faster delivery. Additional charges apply at checkout.

•  Next Day: Available on qualifying items. Additional charges apply.

•  2-Day: Available on qualifying items. Additional charges apply.

•  Freight: Required for oversize and heavy items. Scheduling required.

 

Oversize items must ship via freight truck. Standard shipping services are not available for these items.

 

Tracking: Once your order ships, you will receive a confirmation email with your tracking number. Log in to your account at playmusic123.com to track your shipment. Lighter items shipped via USPS Ground Advantage may not include real-time tracking — see section below.

Estimated Delivery Times

All times are in business days and do not include processing time. Please allow 1–3 additional business days for standard orders, or 7–12 days for large/oversize items, before your order ships.

 

Destination	Estimated Delivery After Shipment
Contiguous 48 States	5–10 business days.
Alaska & Puerto Rico	10–20 business days.
Hawaii	Shipped via air (USPS Standard). Delivery times vary.
APO / FPO Addresses	10–14 business days via USPS. Boxes over 70 lbs cannot ship to these locations.
U.S. Territories (Guam, USVI, etc.)	10–14 business days via USPS.
International	10–30 business days depending on customs.
Canada Ground	Delivery times vary. Brokerage fees not included.

 

High-Value Orders — Signature Required

All orders totaling $200 or more require a delivery signature. If no one is available to sign, the carrier will leave a delivery notice with instructions for rescheduling or pickup at the local carrier facility.

 

Tip: If you will not be home during delivery hours, contact the carrier directly after receiving your tracking number to arrange a pickup time or alternate delivery date.

Order Tracking & Shipping Delays

How to Track Your Order

•  Log in to your account at playmusic123.com and visit your order history, OR

•  Use the tracking number in your shipping confirmation email on the carrier's website.

 

Tracking information may take up to 24 hours to update after your order ships. Lighter items shipped via USPS may not include a tracking number.

USPS Ground Advantage — Important Notice

My Tracking Is Not Updating / Order Seems Late

Carrier delays can happen due to weather, high volume, or local hub issues. If your tracking has not updated after the full estimated delivery window:

•  Check directly with the carrier using your tracking number.

•  Contact your local carrier hub — they can often locate packages faster than the main customer service line.

•  If still unresolved, visit our Help & FAQ page at playmusic123.com/pages/faq and submit your order number. We will open a carrier trace and respond within 24 hours.

Tracking Shows Delivered but I Did Not Receive My Package

Before contacting us, please check the following:

•  Check around your property — packages are sometimes left at a side door, garage, or covered area.

•  Check with neighbors or your building's front desk or mail room.

•  Check for a carrier delivery notice — the package may be held at a local facility.

•  Wait 24–72 hours — carriers sometimes mark a package as delivered slightly before it physically arrives.

 

Address Changes

We are unable to change the shipping address on an order once it has been placed and processed. If you need to update your address, please log in to your account at playmusic123.com, cancel the existing order, and place a new order with the correct address. If your order has already shipped, contact the carrier directly with your tracking number to request a redirect.

International Shipping

PlayMusic123.com ships worldwide. International customers should be aware of the following:

 

•  Some items may have manufacturer restrictions for certain international destinations. Contact us before ordering if you have concerns.

•  APO and FPO orders ship via USPS only. Oversize items cannot be delivered to APO/FPO addresses.

•  All international orders may take 10–30 business days depending on customs procedures.

•  Customers are responsible for all customs duties, taxes, brokerage fees, and import charges. These are not included in the product price or shipping cost.

•  Canada Ground service does not include brokerage fees. All brokerage, customs, and duty charges are the customer's responsibility.

 

 

Questions about international shipping? Visit our Help & FAQ page at playmusic123.com/pages/faq — we respond within 24 hours.

Damaged Items or Missing Contents

For the complete damage claim procedure including freight shipments, see our Returns & Exchange Policy at playmusic123.com/pages/returns-and-exchange-policy.

My Package Arrived Damaged

Do not discard any packaging. Please take photos of the following immediately:

•  The shipping label on the outer box.

•  The condition of the outer box.

•  The packaging and cushioning inside.

•  The damaged item itself.

 

Then visit our Help & FAQ page at playmusic123.com/pages/faq and submit your order number along with photos. We will initiate a carrier claim and arrange a replacement. Keep all packaging until the claim is resolved.

My Package Arrived with Missing Contents

•  First, verify whether your order shipped in multiple boxes — large orders are sometimes split across more than one shipment. Check your shipping confirmation email.

•  If items are genuinely missing, visit our Help & FAQ page at playmusic123.com/pages/faq with your order number and a photo of the received package. We will investigate and respond within 24 hours.

Special Orders & Backorders

Special Orders

Some instruments are not regularly stocked and must be sourced or custom-manufactured on request. Please note:

•  Special orders may take up to 120 days for production and delivery.

•  Special orders are final sale — they cannot be canceled, modified, or returned once placed.

•  You will be notified if there are any delays beyond the estimated timeline.

 

For full details, see our Returns & Exchange Policy at playmusic123.com/pages/returns-and-exchange-policy.

Backorders

If an item is on backorder, it is temporarily out of stock but expected to be replenished. Backorder timelines are typically 60–90 days depending on the manufacturer.

•  Your order will not ship until the item is confirmed available and your order is verified.

•  You will be contacted with an estimated ship date.

•  To check a backorder status, visit our Help & FAQ page at playmusic123.com/pages/faq.

Order Verification & Billing

To protect customers from fraud, all orders are subject to a billing verification process. Although rare, there may be a delay of up to 24 hours to verify billing information with your credit card issuer. If your order requires verification, we will contact you promptly.

All orders placed on PlayMusic123.com are considered personal consumer purchases, regardless of whether the shipping address is residential or commercial.

Questions about your shipment or order?

Visit our Help & FAQ page

We respond to all inquiries within 24 hours.

PlayMusic123.com  |  Last Updated: May 2026