It sometimes feels like your order information is shot into the void when you place an online order, never to be seen again. Luckily, at Better Music we have many experienced staff who handle your purchase from start to finish.

Our Online Team are the first people to see your order. They process your payment type, enter your order details into our system including your e-mail, address, phone number and name. If the item is in stock, they sell through the item and send paperwork down to our Logistics Team. If the item is out of stock or a pre-order, they call a supplier and find out what stock is available and how quickly we can get it. In some cases, if the item is in stock with our supplier, we can send it directly from them to you! They then contact you via email or phone to let you know the ETA of your purchase and if you’d like to wait for the item to come in, as well as offer alternatives recommended by our specialist sales staff just in case the wait is too long. They will help you from start to finish with your purchase; so if you change the item, add accessories or alter your order details you can trust they’ll help you along the way.

Meanwhile, various experienced staff are preparing your items. In the case of a guitar we will inspect it for marks and damage, give it a clean and polish, set up the neck, tune it up and package it in its original box. They take great care in making sure the instruments are in top condition and working perfectly so that when it arrives with you it’s ready to play out of the box! We’re able to make unique adjustments at your request before sending it out such as alternate tunings, restringing, custom action adjustments, tube swaps etc.

Once the paperwork from our Online Team and the instrument is in the hands of our Logistics Team, we’re almost ready to ship it out. Depending on the size of your purchase we have multiple ways of getting your package to you. Smaller items can be sent in small Better Music branded boxes or post bags. Medium or longer items are packed with bubble wrap and foam to ensure a tight fit in the box and taped up securely. Guitars and basses are even double boxed in special Better Music guitar boxes to make sure they travel as safely as possible! For big items like pianos and large PA systems we have specialty delivery services that can deliver your purchase on a day of your choosing and have helpful staff members to unload and move the item to your front door. You can even enlist our specialist piano delivery service who will not just deliver the piano to you; but unpack, tune it up and take all the packaging away so you can enjoy your purchase as soon as possible! We also wrap all expensive orders in a thick black plastic wrap to both keep multiple items from coming loose and to keep your package safe from unwanted eyes.

Once the item has left us, you’ll receive an e-mail with shipping details like your consignment number and who it was shipped with. Finally, the item arrives with you and you’re ready to get playing! If there is any issue with the package when it arrives our Online Team is ready to help you no matter the issue and have it resolved quickly so you can get back making music!