SHIPPING & RETURNS

Shipping & Delivery:

COVID-19 SHIPPING UPDATE

Due to COVID-19 precautions, our shipping team is working in scaled back capacity for everyone's safety. During this time, most in stock orders received will leave our facility within 24 hours (Monday through Friday). We are working diligently to make sure any interruptions to normal shipping schedules are minimal. If you have any questions or concerns regarding shipping times, please contact us at (301) 631-1234.

  • Our Free Shipping offer is available in the contiguous United States only, excluding Alabama. Orders shipped to Alaska, Hawaii, or international addresses do not qualify. We do not deliver to Alabama. Our free shipping promotion includes Threshold delivery for freight shipments, saving you roughly $350.00 in shipping! The driver will ensure that all packages are protected from the weather by placing them in the closest dry area. These include porches, garages, or just inside the threshold of the dwelling. 

  • For freight shipments, please allow 10-14 business days for delivery. All transit times are in business days. Business days are Monday through Friday and do not include public holidays and weekends (Saturday/Sunday).

  • In order to properly protect larger and heavier products, we ship those products with our freight service of choice. We primarily contract FedEx Freight, UPS Freight or A.N. Piano Moving based on location and expected delivery date, but may choose another carrier to expedite your order. You will receive tracking information by email, within 24 hours of your instrument leaving our facility

  •  Instruments purchased at our Maryland showroom, and delivered locally (Maryland & surrounding areas), included free delivery, and set up through Apollo Piano Moving. Acoustic instruments will also include tuning and a product check up within the 60 days to be scheduled directly with our recommended piano technician. 

  • All new instruments include a matching Yamaha bench which is packaged with the instrument, as well as accompanying materials such as, but not limited to manuals, keys (for locking instruments), cleaning cloths, books, wifi adapters, etc. as described on your invoice.

Cancelling or Changing Your Order:

We want you to be happy.We want you to have the right instrument for your needs and budget, and we understand that you may need to change or cancel an order. If you have purchased a piano at the showroom, please contact us prior to delivery at (301) 631-1234. If you have changed your mind about an online order, please call us right away at (301) 631-1234, we will assist you with obtaining a Return Authorization request.

  • If you have ordered online, your order may have already left the warehouse, and it might be impossible to stop your order from shipping. In this case, return shipping costs are the responsibility of the buyer and will be deducted from your refund.

  • If you have accepted delivery of a piano purchased from our online store, and are not satisfied with your Yamaha Clavinova or AvantGrand piano, you can return your instrument, for full refund, credit, or exchange, within 30 days from the day of your purchase. Return shipping costs are the responsibility of the buyer and if free shipping was included in the purchase, then that cost will be deducted from the refund.  Your online purchase must be returned in the manufacturer’s original package along with all accessories, manuals, etc. The item must be in ‘factory new’ condition. Incomplete returns, items that show wear, abuse or neglect, may be refused and/or could be subject to a 20% minimum restocking fee. Send your return insured, pack it securely and make sure the shipment has tracking. Returns should be received by Downtown Piano Works, 74 South market Street, Frederick, MD 21701 within 10 days of the Return Authorization request date. Allow 14 days for the refund to be processed. Send your return insured, pack it securely and make sure the shipment has tracking. Refunds will be issued via the same method of original payment. 

  • If you have visited and purchased an instrument at our physical showroom, we have a very liberal trade-up policy. Any vertical, digital or hybrid instrument sold by Downtown Piano Works, can be traded-up for any size new Yamaha grand piano, within a period of ten years from date of purchase, and you will receive the full purchase price of your trade excluding tax and delivery. 

  • *Please note that Special Order Finishes cannot be returned*

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