Shipping Policy

Impact of Covid-19: Why shipping your order may take longer than normal

Big Music is making every effort to ship orders within our normal 1 - 2 day timeframe, however many customers are experiencing delays due to Australia Post and couriers being impacted by Covid-19 related issues, as explained in this statement by Australia Post issued on 24th April 2020:

At Australia Post, we’re working hard to deliver for our customers in these difficult times. We are however, experiencing significant delivery delays in our network due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

These delays mean we are temporarily suspending the Express Post guarantee of next day delivery as we are unable to commit to this timeframe. Express Post is still available but parcels may not be delivered next business day every time.


Big Music offers Free Shipping on most orders over $50 shipped to NSW, ACT, VIC, QLD, SA and WA metropolitan areas and surrounding postcodes.

Shipping charges for bulky items over 15kg (such as digital pianos and drum kits) and to remote locations including NT, Central and Far North QLD and TAS will be displayed in the cart during checkout.


When you need it fast, we offer Express Shipping on most items on our website. Australia Post E-Parcel Express and TNT are our preferred carriers for Express delivery. Additional charges apply.


We work hard to ensure all orders are carefully inspected and packaged to minimise the risk of damage in transit, but on rare occasions things can still go wrong.

On those rare occasions, if you find the goods you ordered are damaged on arrival, we’ve got you covered with our Free Transit Protection.

Simply contact us via phone or email and we will work with you to determine the best possible solution for you which may include:

  • Replacement of the damaged product (if a replacement is available)
  • Return it for a free repair (under manufacturer's warranty or by our experienced technicians)
  • An agreed discount or a full refund.

Please note:

If you re-direct your shipment to use Australia’ Post’s ‘Safe Drop’ service, or any courier’s ‘Authority to Leave' you are solely reliable for the goods from that point on, and are no longer Transit Covered. We require signature on delivery for all our shipments to ensure the goods actually get delivered to you.


To ensure your order reaches you fast and hassle free provide a valid delivery address where someone will be home to sign for it as couriers typically don’t leave goods unattended.

We recommend having orders sent to a business address where there will always be someone there to sign for deliveries during business hours. If we ship to a business address then please make sure you give us the full business name.

If we ship to your home address and nobody is there to sign for it, you may to have pay a redelivery fee to the courier. And if the courier delivery fails a second time, it may get sent back to us and we will charge you a redelivery fee to send it again (even if it was shipped free the first time).

We can deliver items that aren't too big to PO Boxes and Parcel Collect Agents. If the product you order is is too big, we will contact you for a street address instead.


We ship most orders for In Stock items within 1 - 2 business days (Monday - Friday) of receiving your order.

Orders with Standard Shipping are usually delivered within 2 - 5 business days, or longer for remote locations.

Orders which are sent EXPRESS will usually be delivered within 1-3 business days for most east coast metro areas and 3-7 days for other areas. For some remote areas such as remote WA, North / Central QLD, Regional SA or Regional TAS Express shipping delivery times may be the same as standard shipping which may be up to 14 days.

We are unable to guarantee exact delivery times as we are not in control of the delivery process once your order leaves our warehouse.

Please take note of the stock availability status displayed on the product page for the items you order.

When more than one item is ordered, items may not arrive simultaneously. There will be no additional freight charge to you in this instance unless the items are shipped separately at your request.


We will email your order tracking details with the selected courier as soon as your order is shipped.

Contacting the courier company directly is the quickest way to get up-to-date information on the delivery status of your order.

To avoid redelivery fees you should contact the courier directly if you notice any failed delivery attempts when you are checking the tracking details.

If you missed a courier delivery it may be held at a local post office or couriers agent, such as a general store or newsagent, where you can collect it. You will need to provide your tracking number and photo ID to collect your order.

Here’s a list of handy contact numbers and links to tracking pages for the couriers we use most often.

Courier Phone Number Tracking Link
Australia Post (Eparcel / Express Post) 13 76 78 Click Here to Track
Couriers Please 1300 36 1000 Click Here to Track
Hunter Express 13 22 52 Click Here to Track
TNT Express 13 11 50 Click Here to Track
Allied Express 13 13 73 Click Here to Track