Logistics & Support

Shipping & Delivery
Info

Safe & Secure Shipping Of Your New Piano

We use a network of specialized movers and logistics professionals to safely deliver your instrument and accessories within the contiguous (lower 48) states. We offer a range of shipping and delivery options, from white-glove service for our acoustic and high-end digital pianos, to convenient end-of-lane courier service.

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Digital Pianos

In-Stock Product

For in-stock product, you can expect your package to be shipped from our warehouse within 1–3 business days. Transit times range from 3–10 business days. Our logistics team will reach out within 48 hours of your order with a refined delivery estimate.

Backordered Product

If one or several of your items are backordered at the time you placed your order, we will provide an update at least once every 2 weeks until the product ships. If a product was shown as “in-stock” but is unavailable, the customer will always be given the option of an immediate and full refund.

In Home Setup / White-Glove Service

Some products may be offered with the option to pay for an enhanced delivery. Not all products or regions can be offered with in-home setup. Merriam Music reserves the right to refund enhanced delivery fees if we are unable to arrange those services, and make alternate arrangements with the customer.

Keep Packaging

We highly recommend keeping the original packaging until you have thoroughly used and inspected the instrument, to better facilitate any returns or exchanges.

Acoustic Pianos

Acoustic piano moving is highly specialized, and no two moves are exactly the same. Our logistics team has 30 years of experience coordinating with clients and delivery teams to ensure that moves occur safely and without surprises.

Delivery Times

There is a wide range of delivery windows. A new upright piano may deliver in as little as two weeks, whereas an open-box grand may be closer to one month once it’s been crated and shipped to its destination.

In-Home Service Visits

Every acoustic piano receives Merriam's Premium In-Home Setup as part of the purchase price. This visit occurs between 2–8 weeks following delivery, and includes:

🛠

Under $25,000

Standard Setup

Up to a 2 hour in-home preparation and tuning for upright and grand pianos

⏱

Over $25,000

Premium Setup

Up to a 4 hour in-home regulation, voicing, and tuning for upright and grand pianos

🚚

Over $100,000

Concert Service

Up to an 8 hour in-home regulation, voicing, and tuning by a concert technician

Additional Info on Acoustic Deliveries

It is very common for acoustic pianos to show unexpected behaviors immediately following delivery. For those new to acoustic pianos, the following may be helpful:

Minor Scuffs or Scratches on High-Polish Surfaces
A small amount of fine surface etching is normal, even on new finishes. Deep scratches, bubbling, or scuffing that changes sheen is not normal and would be resolved by an on-site technician visit.
Stiff or 'Stuck' Keys
Keys can go through an adjustment period when changing environments. These are resolved easily during the first in-home technical visit.
Minor Buzzes or Ringing

Strings can experience slight changes in placement and tension due to transportation and changes in temperature/humidity. These are resolved during the first in-home technical visit.

First time acoustic buyers: The top two octaves of most acoustic pianos often have no dampers, so these notes will ring freely. This is intentional.

Tied Actions
Sometimes actions are tied down to limit motion during transport. If movers don’t untie them, the piano may be unplayable until the initial in-home service. Merriam will make every effort to expedite scheduling in these rare instances.