Frequently Asked Questions

Frequently Asked Questions

I'm interested in a product that is not on your website, can you help me?

Currently, our website represents only a small selection of the vast range we have available.  It is highly likely that we will have the item you are looking for, or a suitable alternative, right now in our stores.


Click here to find contact your closest Music Planet store today, or feel free to contact us by email by clicking here.

New items are being uploaded onto our website on a regular basis.


How long will it take for my order to arrive?

All our items are sent by courier. When your order has been shipped, you can expect delivery within 1-3 business days. Rural deliveries may take longer.

Can I trade-in my instrument?

If you unhappy with your current music instrument, looking for a change, or want to buy something new, we may be able to trade in your old musical equipment for that dream rig you've been looking for.

The amount we will offer as a trade-in will depend on the suitability, age, and condition of your instrument.

Click here to find contact your closest Music Planet store today, or feel free to contact us by email by clicking here.

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

If you have seen an item that has been advertised for less, please contact us. Provide us with the details or where you saw the lower advertising price (as well as the website link if possible), and we will get back to you shortly - We strive to offer you the best value possible.

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. 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 are backed by a full 12 month warranty. Any products which have been proven to be defective within this period will be repaired or replaced free of charge. 

Please note that this warranty only applies to manufacturer's defects and does not cover general wear and tear, improper use, damage caused through neglect or poor storage, delivery costs or damage caused through unauthorised 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.

Can I try or pick up items from a store?

If you wish to try something before buying, please discuss this with one of your friendly store managers. Please note that a freight charge or deposit may apply if the goods are not normally stocked in that store.

We recommend calling in advance for stock availability as product selection varies between outlets.

Click here to find your closest Music Planet store today.

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.

Will I get spammed if I join your website?

No. If you create an account with us, you will have the option of subscribing to our newsletters. You may unsubscribe from this service at at any time.

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 web site, 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 of receiving a "Sent From Supplier" email notification. 

Please allow an extra 1-2 business days if you live in the South Island, or require Rural Delivery.

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

What are your sale terms and conditions?

While stocks last, discounts only apply to items not already discounted

No Rainchecks, No LayBys - Promotion dates are to be set by Music Planet