FAQ

Frequently Asked Questions

How long will it take for my order to arrive?

All of our Online Orders are shipped by courier. Items may be shipped from our Auckland warehouse, or wherever stock is closest available. Shipping times usually take from 1-3 business days, and Rural Deliveries may take longer and incur an additional Rural Delivery charge on checkout.

Can I trade-in my instrument?

We may be interested in your instrument! If you are interested in trading in an instrument, then please contact your closest Music Planet branch to enquire with them. 

I've seen a cheaper price elsewhere, will you match it?

If you have seen an item that has been advertised for less somewhere else in New Zealand, please contact us. Please be sure to provide us with a website link for us to review (the listing must be in stock & available). We will always do our best to price match, however, all price match enquiries remain up to the discretion of Music Planet employees.

What should I do if my goods arrive damaged?

Please inspect your order when it arrives by courier, if you find your goods are damaged, save the all packaging and contact us immediately so we can follow this up for you with the courier company. We will need you to complete a form and the courier company will inspect the goods and packaging. It is essential that we are contacted within 3 days, if we are notified after this time, the claim may be declined.

Can I return the goods?

All our products are guaranteed. If you are unhappy with the quality or performance of the goods you have ordered, please contact us. Provided the goods are unused, purchased within 7 days, and the packaging is intact, we will gladly exchange the item for a store credit. Please note that a restocking fee may apply.

Please note: We are unable to exchange clearance items, ex-demonstration items, strings, reeds, mouthpieces, turn table cartridges, software, mouthpiece instruments or consumables.

What if the item I purchased has a fault?

All of our products have at least 1-year warranty. Any products which have been proven to be defective within this period will be repaired or replaced free of charge.

Please note: Warranty only applies to manufacturer defects and does not cover general wear and tear, improper use, damage caused through neglect or poor storage, delivery costs, or damage caused through unauthorized repairs.

In some instances where a product has been displayed in-store the product may not include original packaging. Provided there is no fault with the product (manufacturer or otherwise) Music Planet may ship in different packaging.

Can I cancel an order?

You may cancel an order which has not yet been shipped. Please contact us immediately.

Is the website cheaper than your stores?

The prices advertised on this website are the same as our stores. All prices are in New Zealand dollars and include 15% Goods and Services Tax.

Is my information private?

Information gathered during your interaction with this website is only used by Music Planet for customer interactions and held on a secure server. Credit card details are not stored or accessible by Music Planet.

I've seen an error on your website, how can I let you know about it?

Great care has gone into the preparation and updating of this website, however with the large number of items, quickly changing inventory levels and pricing, the possibility of error, omission, or out dated information exists.

If you have noticed an error on our website, please let us know by contacting us.

Please note that Music Planet does not accept liability for incorrect pricing, pictures or specifications for any product included on the Music Planet website. Product listing details subject to change without notice.

What does Sent from Supplier mean?

Occasionally, we will send part (or all) of your order direct from our NZ supplier to speed up the delivery time. You should receive your order within 1-3 business days, or longer for Rural deliveries. 

Feel free to contact us on sales@musicplanet.co.nz or 09-969-1676 if you require any further assistance with your order.

What are your sale terms and conditions?

While stock lasts, discounts only apply to items not already discounted.