SHIPPING AND RETURNS
Last updated: September 2026
OVERVIEW
This Shipping and Returns Policy applies to physical products, digital products and memberships purchased from Supersonics Piano Pty Ltd.
It should be read together with our Terms of Service. Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable consumer protection laws.
SECTION 1 – SHIPPING
Available shipping options and prices are shown during checkout and may vary depending on your location, the products ordered and the shipping service available.
Some shipping methods include tracking and others do not. Where tracking is important to you, please select a shipping option that includes tracking where one is available.
Orders sent using an untracked shipping method cannot be monitored in transit, which may limit our ability to locate or verify delivery of a missing parcel. This does not affect any rights you may have under applicable consumer law.
SECTION 2 – PRINTING AND DELIVERY TIMES
Most Supersonics Piano printed books are produced using print-on-demand services. When you place an order, it is generally sent to the print facility best placed to fulfil the order for your location.
Printing normally takes approximately 3-5 business days before the order is dispatched. Delivery times then depend on your location, the carrier and the shipping method selected.
The following timeframes are estimates only and may vary because of printing volumes, postal delays, customs, weather, public holidays or other circumstances outside our reasonable control.
United States
Standard shipping: approximately 2-4 weeks (trackable)
Priority shipping: approximately 1-3 weeks (trackable)
Australia
Major urban areas: approximately 1-4 weeks (most orders are trackable)
Rural areas and Western Australia: approximately 1-4 weeks (most orders are trackable)
United Kingdom
Standard shipping: approximately 1-2 weeks (generally not trackable)
Canada
Standard shipping: approximately 3-4 weeks (generally not trackable)
New Zealand
Standard shipping: approximately 3-5 weeks (trackable)
Priority shipping: approximately 2-3 weeks (trackable)
Europe
Standard shipping: approximately 1-3 weeks (tracking availability varies by country)
SECTION 3 – COUNTRIES WE SHIP TO
Supersonics Piano printed books are currently available for delivery to the following countries:
Australia, United States, Canada, United Kingdom, Ireland, New Zealand, Germany, Austria, Belgium, France, Denmark, Finland, Netherlands, Switzerland, Norway, Spain, Sweden and Italy.
If your country is not listed, please contact us and we will check whether shipping can be made available to your location.
Available countries and shipping services may change from time to time depending on our print and fulfilment providers.
SECTION 4 – DIGITAL PRODUCTS AND MEMBERSHIPS
Digital products are generally made available immediately after successful payment.
Membership purchases generally provide access immediately after successful payment and account activation.
Occasionally access may be delayed by payment processing, account issues or technical problems. If you have purchased a digital product or membership and cannot access it, please contact us at support@supersonicspiano.com.
SECTION 5 – CARRIERS AND ORDER TRACKING
Orders are delivered using local postal services, carriers and couriers selected by our print and fulfilment providers.
Where tracking information is supplied by the carrier, we will make it available with your order information once it becomes available to us.
Tracking updates are provided by the carrier and may not always appear immediately after dispatch.
SECTION 6 – SHIPPING RATES
Shipping charges vary depending on your location, the products ordered and the shipping service selected.
The applicable shipping cost will be shown before you complete checkout, giving you an opportunity to review the total cost before placing your order.
Any customs duties, import taxes or other charges imposed by authorities in your country are separate from our shipping charges unless expressly stated otherwise at checkout.
SECTION 7 – BACK ORDERS AND PARTIAL SHIPMENTS
Most of our printed books are produced on demand, so traditional back orders are uncommon.
If part of an order cannot be fulfilled immediately, we may send the available items first and send the remaining items separately when they become available.
Where we split an order because of product availability, you will not be charged additional shipping for the second shipment unless we have agreed otherwise with you.
If an item cannot be supplied within a reasonable period, we will contact you and provide an appropriate option, which may include cancellation and refund of the affected item.
SECTION 8 – CHANGE-OF-MIND RETURNS
Because most of our printed books are produced specifically to fulfil individual orders, we do not generally accept returns or provide refunds simply because you change your mind or decide that a book is not suitable for your needs.
We encourage you to use the sample pages, product descriptions, videos and “look inside” material available on our website before ordering to make sure you are choosing the correct product.
This change-of-mind policy does not affect any rights or remedies you may have where a product is faulty, damaged, incorrectly supplied, materially different from its description or otherwise does not meet an applicable consumer guarantee.
SECTION 9 – DIGITAL PRODUCT REFUNDS
Due to the nature of downloadable products, we do not generally provide refunds for change of mind once a digital product has been supplied or made available for download.
If there is a problem with a digital product, including a defective or incorrect file, please contact us and we will work with you to resolve the issue.
Nothing in this section limits any right or remedy available to you under applicable consumer law.
SECTION 10 – MEMBERSHIP REFUNDS AND TRANSFERS
Membership payments are generally non-refundable for change of mind once membership access has been provided.
Memberships are personal to the member, studio, school or other account holder covered by the relevant membership type and cannot be transferred to another person or organisation unless we agree otherwise.
If there is a significant problem with a membership or service that cannot be resolved, any refund, cancellation or other remedy will be handled in accordance with applicable consumer law and the terms of the relevant membership.
SECTION 11 – DEFECTIVE, DAMAGED OR INCORRECT BOOKS
If a printed book arrives damaged, defective or materially different from what you ordered, please contact us at support@supersonicspiano.com as soon as reasonably practical.
Please include your order details and clear photographs showing the problem where possible. This helps us confirm the issue with our print and fulfilment provider and arrange an appropriate remedy.
Depending on the circumstances, we may provide a replacement, refund or another remedy available under applicable consumer law.
Please do not return or dispose of a damaged or defective book unless we ask you to do so. In many cases a physical return will not be necessary.
SECTION 12 – MISSING ORDERS
Occasionally an order may be delayed or go missing during printing or delivery.
If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us at support@supersonicspiano.com with your order details.
Where tracking is available, we will use the available tracking information to help determine what has happened. Where an order was not printed or dispatched because of a technical or fulfilment error, we will arrange a replacement or refund as appropriate.
For untracked orders, our ability to investigate a missing parcel may be limited because the carrier may not provide delivery information. We will consider the circumstances of the order and any rights or remedies available under applicable consumer law when determining the appropriate outcome.
If there is a repeated history of delivery problems to a particular address or location, we may require a trackable shipping method for future orders or, where necessary, decline to ship further physical orders to that address.
SECTION 13 – CONSUMER RIGHTS
Our products and services come with rights and guarantees that may apply under the Australian Consumer Law and other applicable consumer protection laws.
Nothing in this Shipping and Returns Policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Any voluntary return, replacement or refund arrangements described on this page operate in addition to those rights.
SECTION 14 – CONTACT US
If you have a question about shipping, delivery, a damaged or missing order, a digital purchase or a refund, please contact:
Supersonics Piano Pty Ltd
Email: support@supersonicspiano.com
You can also contact us here.
