FAQ

Digital pianos aim to reproduce the sound of an acoustic grand. Acoustic pianos come in varying levels of quality and can produce vastly different tones. A high quality digital piano can be nearly indistinguishable from a concert grand, whereas a cheap acoustic will normally sound far worse than a digital piano.

The difference between keyboards and pianos can change depending on the use of the words. Historically a keyboard was any instrument operated by pressing keys. This includes clavichords, harpsichords and pianos. In current usage, however, it is applied to electronic keyboards.

For us, the difference between a digital piano and an electronic keyboard is the purpose of the instrument. A digital piano is intended to sound and feel as similar to an acoustic piano as possible, whereas a keyboard can be used for a variety of purposes. A higher spec keyboard can sometimes mimic and build on the attributes of an acoustic piano, but others can be used as an arranger, a MIDI controller or a workstation. The possibilities are endless.

Digital pianos are more adaptable than acoustic pianos. You can purchase a type that suits your needs (for instance a stage piano if you need portability). There's also less maintenance - you don't require a piano tuner and a digital piano is less at risk to wear and tear caused by temperature. Headphones can be used for quiet practise and there are more sounds available with many models. All the good points of an acoustic - the tones, pedals and the key response - can be achieved with the right model of digital piano.

Our pianos support all standard 3.5mm jack headphones or external microphones.

Generally, all standard pedals can work with our keyboards. Please note some pedals may have reverse function, you need to close that function then you can use it with our keyboards normally. 

We do not include any price tags, receipts or billing invoices inside any of our boxes. Your receipt is available in your "View My Orders"。

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

There are many possible reasons for a credit card not being accepted:

· The card is expired.

· You have reached or exceeded your credit limit.

· You have exceeded your daily charge limit.

· A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact customer support you may be asked for any error message you received, as well as the canceled order number seen under "My Orders".

The price indicated includes anticipated sales tax that we will collect from you based on the information you make available to us. The total price may change during the course of the shopping session depending on a number of factors. However, you will have the opportunity to review the final price we will charge before you submit your order.

Mustarmusic allows you to pay for orders with wide range of payment methods, including PayPal, Credit/Debit Cards(Visa、MasterCard、American Express). We maintain the highest level of security and protection for your payment. Also, we keep in contact with your credit card’s issuing bank to ensure the card you use is valid instead of being lost or stolen.

If you want to cancel an order, simply log in My Order page and click the "Cancel Order" . You will receive a canceled order confirmation email shortly.

If your order has not been shipped, we will arrange a full refund. If the order is already in transit, we need to contact the shipping company to recall the order and arrange a full refund for you. If you have any questions once the order is shipped, please contact us.

Please note: Any items delivered by trucks or USPS cannot be recalled. If the recall fails, refuse delivery acceptance from UPS, USPS and Fedex upon the arrival of your products.

After the refund process once finished, it usually takes 3-5 business days to send the refund to your account, but occasionally 10 business days. For the exact time, contact your credit card institute or bank.

If you're having trouble paying with a credit or debit card, declined payments can be caused by one or more of the following:

Credit Card:

1. The name and address of the card holder do not match the billing details. Make sure that all details, such as the card number, expiration date, and CVV code, are entered correctly, and check that the name and billing addresses are exactly as they appear on your card statement.- We require a credit or debit card issued by a U.S. based bank or financial institution or your card is not authorized for international payments.

2. Your card has reached the limit for internet transactions.

3. The transaction page has timed-out.

4. Leaving the page before finishing the check-out procedure.

PayPal:

1. The transaction page has timed-out.

2. Leaving the page before finishing the check-out procedure.

3. Your PayPal account has insufficient funds or is not linked to any secondary option like a bank account or a credit card.

Please contact PayPal for detailed questions concerning your PayPal account.

We are excited for you to receive your order! Once generated, your order will be sent to our fulfillment centers where our crew will handpick and pack your packages with care. Once everything is packed up, they will generate a tracking label and upload a tracking number.

From our fulfillment centers, your shipment will be picked up by the carrier (FedEx, UPS, USPS) and taken to the nearest hub where it will be scanned, sorted, and sent to its destination. Once received by the local FedEx, UPS, USPS or Pioneer hub, your order will be loaded onto a delivery truck and delivered straight to your door!

Additionally, both UPS & FedEx provide their own delivery management platforms, that may provide some extra insight and control with your delivery.

All of our products on website are free shipping. Our shipment is only to whole US except Alaska, Guam, Hawaii, Puerto Rico. We don't ship to FPO, APO, and PO Box addresses.

No worries! FedEx and UPS will both make three delivery attempts.

If being home for deliveries is difficult due to scheduling or other reasons, having your package held at a pickup location is a great option! You can request to have your package delivered to a local carrier location such as a FedEx OnSite location or a UPS store or Customer Care facility to be picked up if that is more convenient.

I ordered an item listed as "pre-order". When will it arrive?

Pre-ordered items are not available to ship at the time of purchase. Shipping timelines on pre-orders are detailed in the product description, as well as in your confirmation email. Note that unless otherwise noted, any order that includes a pre-order item will not ship until all items are available.

Please check your confirmation email for details on when pre-order items will ship. Shipping and delivery dates on these items are not guaranteed unless otherwise noted.

While we make every effort to communicate accurate delivery estimates around your orders, unanticipated production delays for pre-order items do happen. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible. You might also contact us for more details.

We're sorry to hear your package was not properly delivered! Sometimes, carriers will mark a package as delivered few days ahead of the actual delivering it, depending on their delivery schedule.

Once this situation occurs, you can contact the carrier to see if there were any delays. Please feel free to send an email to us. info@mustarmusic.com
 We're happy to help!

Please follow our steps below:

1. Please check with your household members or neighbors to see if anyone may have received the package.

Oftentimes, this is how our customers have found their lost packages. If no one has received your package, continue with the following steps.

Let us know that your package is missing and provide us with the following information: Your order number and the tracking number.

3. We will need to claim a lost package to the shipping carrier.

This process may require 7 or more days that will further assist us in locating the last known whereabouts of your package. During this time, we request you remain patient while we receive notification.

All orders includes free shipping and there are no additional shipping costs to the destination you've provided at checkout.

To maintain lower shipping costs, UPS, FedEx, USPS,and Pioneer provide limited tracking information. Many of our products are shipped from various fulfillment centers, so there may be several days between scans if the shipment is moving between states or territories.

We don't have any additional tracking information beyond that which is provided by the carrier and shown to you in your tracking information. Rest assured that your package is safely on its way to you!

If you do not receive your order and it has been a while since our estimated delivery time, please contact us with your order number provided.

Sorry but currently we do not support designated carriers. If you have special requirements, please email us we will be happy to help.

Sorry but due to the epidemic, we do not offer self-pickup from our warehouses at this time.

Sorry to hear that pieces need to be replaced. You can contact this email info@mustarmusic.com and tell us the receiver's full name, order number and the tracking number to locate your order to help you. At the same time, please tell us the part number of the part you need. If there are quality issues with the item, please provide details and pictures or a short video showing the issue for reference.

We're sorry to hear your package was damaged in transit! The carrier will notify us when a package is marked as damaged so we can assist in reimbursing or reship the order. However, on rare occasions FedEx, UPS or USPS may be delayed in notifying us.

When you receive a damaged package, you have the right to reject the package when it is delivered by the carrier. If you don't have time to reject the damaged package, please email us and provide a photo or video of the damages, we will offer a proper solution.

If you need any help with your order, please feel free to contact us. We're happy to help!

We are sorry to hear that you received a product with missing accessories. If it is under warranty, please tell us the full name of the recipient, the order number and the tracking number of the original package. We will help you solve the problem after verifying the situation.

We are sorry to hear you would like to cancel your order and get a refund, but are more than happy to help!

If your order has not been shipped, we will arrange a full refund. If the order is already in transit, we need to contact the shipping company to recall the order and arrange a full refund for you. If you would like to proceed with your order cancellation request, please feel free to reach out to our service team. We would be more than happy to assist you.

When you place an online order, we authorize your credit card to make sure sufficient credit is available. We can only issue refunds through the original method used to pay for the order. Depending on your credit card provider, it may take up to 10 business days for the refund to be reflected in your balance. If the original payment method is no longer available, you should provide us with your PayPal email, and we are happy to issue the refund to your PayPal account.