Shipping Policy

Last updated: October 4, 2026

This policy explains where we ship, what it costs, how long orders take and what to do when your instrument arrives.

Shipping cost: Free on every order
Processing time: 1–3 business days
Delivery time: 3–5 business days after shipping
Ships to: 48 contiguous states and DC

Where we ship

We ship to street addresses in the 48 contiguous US states and Washington, DC.

We do not ship to Alaska, Hawaii, Puerto Rico or other US territories, PO boxes, or APO/FPO/DPO addresses, and we do not ship outside the United States. If an order is placed with an address we cannot serve, we cancel it and refund it in full.

Shipping cost

Standard shipping is free on every order. There is no minimum order value, no handling fee and no surcharge for large or heavy instruments. Checkout always shows your shipping cost before you pay.

Processing time

Orders are processed within 1–3 business days of payment. Business days are Monday through Friday, excluding US federal holidays. An order placed on a weekend or holiday starts processing on the next business day.

We may contact you to confirm an order before it ships, for example to verify the address or the payment. Processing time starts once that is settled.

Delivery time

Estimated delivery is 3–5 business days after the order ships. Counting processing, most orders arrive 4–8 business days after you place them.

The largest instruments, such as console pianos and digital grand pianos that travel by freight truck, can take up to 10 business days after they ship.

Delivery times are estimates, not guarantees. Carrier delays, weather and incorrect addresses can add time. If your order is running late, contact us and we will find out why.

Tracking your order

We email a tracking number when your order ships. Tracking can take up to 24 hours to show its first update. An order with more than one carton may arrive in separate deliveries, each with its own tracking number.

Large instruments and freight delivery

Portable keyboards and slab pianos ship with parcel carriers. Console pianos and digital grand pianos ship in large, heavy cartons, and the heaviest travel by freight truck.

For a freight delivery, the carrier contacts you to schedule a delivery appointment. Please answer or call back promptly, so the delivery is not delayed.
Delivery is to your door or curb. It does not include carrying the carton inside, up stairs, unpacking or assembly.
An adult must be present to receive a freight delivery.
Plan to have a second person help you move the carton. Some instruments weigh more than 150 lb.

Check your order when it arrives

Look over the carton before the driver leaves. If you see damage, write it on the delivery receipt before you sign, and take photos of the carton and the instrument.

If your instrument arrives damaged, is missing parts or is not what you ordered, contact us within 7 days of delivery at support@benmos.shop with your order number and photos. We will send a replacement or refund you in full, and we pay the shipping. Please keep the carton and packing material until the problem is resolved. See our Returns & Refunds Policy.

Lost or delayed shipments

If your tracking has not updated for 5 business days, or it shows delivered and you do not have the order, contact us. We open a trace with the carrier. If the carrier confirms the shipment is lost, we send a replacement or refund you in full.

Address changes

If you need to correct your address, contact us as soon as possible. We can change it only before the order ships.

Undeliverable and refused orders

If an order comes back to us because the address was wrong, nobody was available for delivery, or the delivery was refused, we contact you to arrange a new delivery or a refund. A refused delivery that is not damaged is handled as a return under our Returns & Refunds Policy.