On this page you will find the answers to a list of frequently asked questions (FAQs). For questions regarding the shipping process, returns and refunds, data privacy, our general terms and conditions, or about our affiliate program, please consult the following dedicated pages:
If you don't find the answer you are looking for here, feel free to contact us.
Why are your shipping times longer than what I am used to?
At the Piano Fan Shop, our mission is to offer you the largest possible variety of piano-related products, most of which are not available anywhere else within the US. For us, the only way to make this happen at this point is by not carrying our own inventory, but instead having our suppliers ship your products to you directly. Since – as for most retailers – many of our suppliers are overseas, this means that your order will take a little longer to ship. Throughout 2019–2020, our plan is to identify US-based suppliers for our most best-selling products, so that we can offer faster shipping times for those items.
I am looking for a present and don’t have much time. What can I do?
You could consider buying a Piano Fan Shop gift card instead, which we will start offering soon. This would have the added benefit of allowing its recipient to pick whatever product they like the most, and for some products like clothing, to pick the best product configuration such as size or color.
Is it possible to cancel an order that I have already placed?
Once your order is processed on our end and handed over to the supplier, there is no way for us to take it back, even if it has not shipped yet. If you contact our customer service team immediately, we will try our best to still cancel your order, but we cannot make any promises.
What is your background in music?
Our founder (Matthias Heymann) has been playing piano since age 8 (see also his blog post here), and albeit not on a professional level, he has been taking it quite seriously ever since (see his YouTube video here). His favorite composers are Liszt, Schumann, Chopin, Rachmaninoff, and more recently, the jazz pianist Hiromi. Our two skilled copywriters share his love for classical music; one of them, Lizz Dow, is in fact a classical opera singer.