1. Who do you sell to?  To qualify for a wholesale account, you MUST be in business within the piano music industry (piano tuners, technicians, rebuilders, etc.)  If you qualify for a wholesale account, complete the New Account Application online. An email will be sent to confirm your account information and how to log into the webstore.  Please DO NOT refer your customers directly to us for assistance.   
  2. How can I place an order? Wholesale accounts can order through the webstore (www.schaffpiano.com), by email (info@schaffpiano.com), or by phone 847-438-4556.  You may also contact Customer Service using these same methods. 
  3. What payment methods do you accept?  We accept all major credit cards: Visa, Mastercard, American Express and Discover. 
  4. What are the minimum order requirements? A $20.00 minimum order applies to domestic accounts within the United States.  Orders shipping to Canada and Mexico require a $40.00 minimum order.  Orders shipping to the EU and UK require a $175.00 minimum order.  All other countries require a $100.00 minimum order. 
  5. Do you charge sales tax?  We do not charge sales tax to accounts outside of Illinois.  If you are a tax-exempt organization, we require your Sales Tax Exempt form.   
  6. What shipping options do you offer?  Shipping within the domestic United States can ship by UPS or USPS.  Canada and Mexico orders ship by UPS Standard.  All other international orders ship by UPS Expedited only.  UPS requires a physical street address.  Orders over $200.00 must ship by UPS.  NOTE:  Hazardous items can not ship by air or out of the country. 
  7. Are there any additional fees for international orders?  The shipping cost is pre-paid but duties, taxes and other import fees are required to be paid by the receiver. 
  8. Are my orders insured?  UPS covers orders up to $100.00 at no charge.  Orders over $100.00 are insured for the value of the order.  Orders shipped via USPS are also insured. 
  9. What are your delivery times?  Orders are shipped within 2-3 business days.  Custom orders depend on the amount of work in production at that time.  Orders are available for pick up at our counter open from 7:30am-12:00pm CST.  There is a $10.00 convenience fee for pick-up orders. 
  10. Do you offer expedited shipping options?  UPS offers guaranteed overnight and a 2-day Air a.m. delivery for an additional charge.  If you request a “Rush” order from Schaff (without the expedited shipping methods), there is an additional $10.00 charge when asking us to put your order ahead of normal processing procedures.   
  11. Can I track my order?  Tracking numbers are provided on the invoice after shipping.  It is your responsibility to use these tracking numbers with UPS.com or USPS.com. You can navigate via our webstore to “My Account/Order List” to click on the link to direct you to the correct website. 
  12. Can I cancel or modify my order after it has been placed? Once an order has been placed with our fulfillment team, we can not change, add-on additional items or combine orders. 
  13. What is your return policy?  Items returned for credit will be accepted if they are unused and in sellable condition, and if they are received by us within 30 days of the date they were invoiced.  In such cases the entire cost of outgoing and return transportation must be borne by the customer.  A restocking charge of 10% will be applied to returned items.  Credit memos are processed within 5-10 days of receipt of merchandise and will be credited back to the original credit card the purchase was made.  Custom ordered items are not eligible for return/credit. 
  14. What do I do if I receive a damaged item?  Damage, concealed or otherwise, is the responsibility of the carrier.  If concealed damage is observed after accepting a shipment, contact the carrier immediately so that an inspection can be arranged.  If damage is observed when a shipment is offered for delivery, note this fact on the receipt when signing for it.  Damage claims must be initiated by the consignee, but we will assist in any way possible in substantiating a claim. 
  15. What is your warranty and/or guarantee policy? We assure complete satisfaction at all times. We will replace or repair, at no charge, ANY item which proves defective in material or workmanship within a reasonable time.  When returning defective items, pack carefully, insure and supply us with the date of purchase and invoice number.  There will be a restocking charge for merchandise returned for credit through no fault of ours. 
  16. Do you create backorders?  No, you can check the webstore when it becomes available. 
  17.  Are your prices guaranteed? Our prices are subject to change without notice.  We will guarantee prices for 30 days if we have provided you with an official quote. 
  18.  Do you have a Repair Department? We offer custom services for new strings, boring hammers, duplicating pin blocks and bridges.  We do not make repairs for any parts.    
  19.   What if an incorrect address was given on the order?  UPS charges an address correction fee for each box that has incorrect or insufficient information (e.g. zip code, street name, suite or apartment number).  These charges are passed onto the customer who placed the order. 
  20. Do you offer gift certificates?  No.