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Customer Service


Our webstore is available for the exclusive use of Piano-Music Merchants and Piano Technicians.  We ask for your cooperation in this protection by NOT REFERRING RETAIL CUSTOMERS DIRECTLY TO US.

Online orders can be placed 24 hours a day, 7 days a week on the schaffpiano.com website.  Online ordering is straightforward and convenient; simply enter a quantity and click the “Add to Cart” button from any product page on the website and then follow the subsequent instructions.

Telephone orders can be placed Monday thru Friday 7:30am-4:00pm (CST) by calling (800) 747-4266.  An after-hour message system is available.  Faxed orders can be placed by using (847) 438-4615.

A $20.00 minimum billing on merchandise applies to every order.

Schaff Piano Supply Company ships orders internationally.  Products that are considered hazardous are exempt from being shipped.  If you have any questions regarding products or shipping, please contact us direct.  We operate in the U.S. on the Central Standard Time Zone.

Custom orders are not available for ordering through the schaffpiano.com website.  You must contact us directly by phone, fax or email.  These items can not be cancelled or returned.

We will create a backorder for merchandise not in stock only if the product meets our minimum order requirement.  You can request items in stock to be shipped and cancel any backorders.

If a freight company charges us to make an address correction for delivery of your order, this charge will be added to your account.  It is the customer’s responsibility to inform us of any change in the billing and/or shipping address, or any other account information.

Our normal service on stock merchandise is to ship within 2 business days after receipt of your order.  Freight costs are added to the order and billed accordingly.  A $2.00 shipping and handling fee is applied to each package shipped.  COD charges are also applied according to the freight carriers’ rates.  Shipping transit times may vary depending on the item, shipping method used and destination.

Open account privileges are granted to customers who can meet satisfactory requirements of at least a bank and three trade references.  Our open account terms are net 30. 

Presently, Schaff Piano Supply Company accepts credit card payments from Visa and Master Card.  Because Schaff Piano Supply Company operates in Illinois, we are required to collect 7% sales tax on orders shipped to an Illinois address (unless you have completed a tax-exempt form or a resale form).  Those who live outside Illinois will not be charged sales tax for orders placed on the schaffpiano.com website, but may want to consult applicable tax laws in their state.

Schaff Piano Supply Company has the ability to email invoices and statements to those customers who agree to this option.  Please call our Customer Service Department at (800) 747-4266 and provide your correct email address for such.


Webstore orders will receive an automatic Order Acknowledgement immediately after the order has been placed.  You may check your My Account profile for updates on the status of your order.  The order is placed on “hold” until a picking ticket is printed.  Once an item has been shipped, this information will be reflected in My Account.  Schaff Piano Supply Company has the ability to email a UPS confirmation with the tracking number to those customers who agree to this option.  Please call our Customer Service Department at (800) 747-4266 and provide your correct email address for such.

Schaff Piano Supply Company works to ship orders as quickly as possible.  For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed.  If you need to cancel your order, please call us ASAP at (800) 747-4266 and we will do our best to cancel your order.  If your order has already shipped, please see our Returns policy for further instructions.

By law, title for goods sold transfer to you the Customer when we give the product to the transportation company.  All claims for damage or loss should be taken up with the transportation company.  Please note any damage immediately to the transportation company.  We will assist you to the best of our ability for any freight claims that arise from this shipment.  You must notify us of any damage, shortage or wrong product shipped claims within 30 days of receiving the product.

We assure complete satisfaction at all times.  We will replace or repair, 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 date of purchase and invoice number.  There will be a 10% restocking charge for merchandise returned for credit through no fault of ours.  Customer is responsible for shipping costs to return unwanted merchandise.

We understand your concerns regarding privacy and designed this policy as part of our strong commitment to you.  Cookies are used on the site to help customers access and track items in their shopping cart.  A cookie is sent to the individual to identify them when they return to the site for the purpose of viewing items left in their shopping cart.

When registering as a member of Schaff Piano Supply Company, we may ask you to provide certain details about yourself.  We do this in order to offer you a full range of information, products and services.  To register as a member, we will ask you to provide your name, email address and mailing address.  We will use this information to notify you of site changes and provide you with valuable offers from Schaff Piano Supply Company and its brands.  All newsletters and promotional emails have an “opt-out” feature.  When you order products, we will also need your billing and shipping information.  This information should be as accurate as possible because we will use it for all contact, billing and shipping purposes.

Because members and their privacy are top priority at Schaff Piano Supply Company, we use the most secure transaction software available.  All credit card orders on the Schaff Piano Supply Company website are processed on a secure server.  Any credit card or other personal information you provide Schaff Piano Supply Company is protected by encryption using Secure Socket Layer Protocol (SSL).  Only Schaff Piano Supply Company can decrypt this secure information.  If you prefer not to place your order online, we would be pleased to take your order by phone or fax.  Please call our Customer Service team toll-free at (800) 747-4266 or fax (847) 438-4615.  One of our customer service representatives will be happy to assist you.


When you complete Schaff Piano Supply Company’s member registration process, you agree to all of the terms herein.  Schaff Piano Supply Company may update these terms and will notify you via email or a prominent posting on this customer service page.  Your continued use of Schaff Piano Supply Company after such notification indicates that you accept any and all changes.  Users who do not subscribe to our email are encouraged to check this page periodically for any changes.

When placing orders, charges reflected in your Shopping Cart, including merchandise prices, are subject to correction in the event of calculation or printing errors.  If a pricing error occurs, Schaff Piano Supply Company will contact you before proceeding with your order.

While the Schaff Piano Supply Company team works diligently to review the safety of all products, Schaff Piano Supply Company cannot be held liable for accidents resulting in personal injury that involve a product purchased on the site.  In addition, Schaff Piano Supply Company is not responsible for copyright, registration or licensing infringement of products sold.

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Schaff Piano Supply Co. | 451 Oakwood Road | Lake Zurich, IL | 60047 | Phone: 847-438-7164 | Fax: 847-438-4615
Customer Service   |   Privacy Policy

To Place an Order: 800-747-4266