Kittsdirect.com Frequently Asked Questions

Q: Why should I buy from Kittsdirect.com?
A: Kittsdirect.com is a family owned company, backed by the buying power of Jordan Kitt's Music, the largest piano and keyboard retailer in America since 1912.  With over 90 years of experience serving more than 250,000 customers, we have the expertise and knowledge to guide you through the purchase of upright pianos, digital pianos, electric keyboards, and more. You can depend on us! 

Q: How can I be sure Kittsdirect.com has the best service?
A: Check out our product/service experts page on our site here, we do more for the customer than anyone on the web. We're dedicated to customer service, providing only the best products, and employing only those who have dedicated their lives to making music a fun experience for all involved.

Q: How can I tell if the product I'm buying is new or used?
A: Every used product is clearly marked in the product name with "used". By using the navigation on the left you can sort our acoustic pianos by new or used, so that only your preference will show. All of our digital pianos and accessories are new, unless labeled as a DEMO unit.

Q: What is a demo unit?
A: Products that were used in demos by our experts in the Kittsdirect.com studio. All demo units have been gently used but come with full manufacturers warranty.

Q: How can I cancel or change my order?
A: Most orders received before 5:00 p.m. Eastern Time, Monday through Friday, are shipped the same day, so it's imperative that you contact Kittsdirect.com ASAP at monica@kittsdirect.com or 888-688-2298

Q: How can I track my order?
A: Once your order has been received and processed you will receive a confirmation e-mail with your Fed-Ex tracking number.

Q: When should I have my piano tuned?
A: All acoustic pianos are tuned prior to delivery. It’s ideal to have your piano tuned two times per year, or more depending on your local weather and/or the piano’s level of use.

Q: What are your shipping policies?
A: At this time, we are only able to ship within the continental United States.  All shipping prices listed on this site only apply to orders shipping within the continental U.S.  Most orders received before 5:00 p.m. Eastern Time, Monday through Friday, are shipped the same day! Orders placed on Saturdays, Sundays or Holidays will be processed the next business day.  Standard shipping for digital pianos and accessories is 5-7 business days.  Standard shipping for acoustic pianos will be between 2-6 weeks as they can only be handled by a piano moving company in order to keep your piano protected. 

Q: What is your return policy?
A: If not satisfied with your purchase, return it within 30 days of receiving it for a refund or exchange. All packaging, manuals, warranty card, power supplies, cables, etc. must be included and in new condition. The customer is responsible for return shipping costs.

Q: Is there sales tax?
A: We are required to collect sales tax on all orders shipped to District of Columbia, Maryland, Virginia, Illinois & Georgia. If you are shipping an item to any of these states, then you will be charged the local sales tax rate.

Q: What forms of payment do you accept?
A: VISA, MasterCard, American Express, and Discover. Money orders, cashier's checks, personal checks and cash are not payment options we accept at this time.

Q: How do I unsubscribe?
A: Please send an email to monica@kittsdirect.com

Q: In case of warranty issue, who do I contact?
A: For new products, contact the manufacturer. For used products, contact Kittsdirect.com. All new products are sold with the manufacturer's limited warranty. The warranty period and service varies by manufacturer and product.

Q: How can I be sure I am making the right decision?
A: If you've made it this far in reading our FAQ list you're definitely not having enough fun on our site. Take a deep breath, watch some product demonstration videos and by gosh have some fun with MUSIC! Stop reading the FAQ's and get to the fun stuff already!