Shipping policy

Shipping & Delivery Policy

Last updated: June 22, 2026

Thank you for shopping with Doyon Piano Logistique.

Because pianos are large, heavy, delicate instruments, our delivery process is different from standard parcel shipping. We do not ship pianos through regular mail or standard courier services. All piano deliveries are handled by appointment and require proper access, scheduling, and professional moving.

Delivery Area

Doyon Piano Logistique offers piano delivery and moving services in Gatineau, Ottawa, Montreal, and surrounding areas.

Delivery outside our regular service area may be available upon request and may be subject to additional fees based on distance, access conditions, piano type, stairs, and scheduling availability.

If you are unsure whether we deliver to your area, please contact us before placing your order.

Delivery by Appointment Only

All piano deliveries are scheduled by appointment only.

After your order is confirmed, we will contact you to arrange a delivery date and time window.

Delivery dates and time windows are estimates only and are not guaranteed. Delays may occur due to traffic, weather, road conditions, parking issues, building access, scheduling changes, mechanical issues, or other circumstances outside our control.

We are not responsible for delays caused by circumstances beyond our reasonable control.

Standard Delivery

When delivery is included or offered with a piano purchase, standard delivery generally includes professional delivery to the agreed delivery address and placement of the piano in the agreed location, subject to safe and reasonable access.

Standard delivery may not include stairs, difficult access, long-distance travel, special handling, hoisting, crane service, tight turns, unusual obstacles, removal of an existing piano, or any work not confirmed before delivery.

Additional fees may apply for:

  • Stairs

  • Long-distance delivery

  • Difficult access

  • Tight hallways or turns

  • Elevator restrictions

  • Long walking distance from the truck

  • Parking restrictions

  • Snow, ice, or unsafe conditions

  • Special handling

  • Grand piano disassembly or setup

  • Removal or disposal of an existing piano

  • Incorrect or incomplete delivery information provided by the customer

Any additional fees must be paid before or at the time of delivery unless otherwise agreed in writing.

Customer Responsibility Before Delivery

Customers are responsible for providing complete and accurate delivery information before the delivery date.

This includes:

  • Full delivery address

  • Phone number

  • Number of stairs

  • Stair layout

  • Floor level

  • Elevator access, if applicable

  • Doorway and hallway measurements

  • Parking access

  • Room location

  • Any tight turns, narrow spaces, or obstacles

  • Any building rules, time restrictions, or loading dock requirements

  • Any other information that may affect the delivery

Customers are responsible for making sure the piano will fit through all required spaces, including doors, hallways, staircases, elevators, and the final room.

If the piano cannot be delivered because of inaccurate or incomplete information, unsafe access, lack of space, restricted access, or customer unavailability, additional fees may apply for waiting time, return travel, storage, rescheduling, or re-delivery.

Access and Safety

We reserve the right to refuse, stop, cancel, or reschedule a delivery if we determine that the delivery is unsafe, impossible, or likely to cause damage or injury.

This may include, but is not limited to:

  • Unsafe stairs

  • Ice, snow, or slippery surfaces

  • Insufficient space

  • Poor structural access

  • Unsafe flooring

  • Unsafe parking

  • Excessively tight turns

  • Blocked pathways

  • Incorrect information provided by the customer

  • Any situation that creates a risk of damage or injury

If a delivery cannot be completed safely, additional charges may apply.

Customer Availability

The customer or an authorized adult must be present at the delivery location during the scheduled delivery window.

The delivery area must be clear and ready before our team arrives.

Please remove obstacles, furniture, carpets, decorations, snow, ice, pets, or anything else that may interfere with the safe delivery of the piano.

If no one is available at the scheduled time or the delivery area is not ready, additional fees may apply.

Delivery Inspection

Please inspect the piano upon delivery.

If you notice any damage or issue caused during delivery, please notify our team immediately and contact us as soon as possible at franky.king.tm@gmail.com.

Photos and videos may be required to evaluate the situation.

Damage or issues must be reported before the piano is moved, modified, tuned, repaired, or handled by another person or company.

Risk After Delivery

Once the piano has been delivered and placed in the agreed location, the customer becomes responsible for the piano.

We are not responsible for damage, scratches, tuning instability, environmental issues, movement, or other problems caused after delivery by the customer, another mover, another technician, improper storage, humidity, dryness, temperature changes, water exposure, sun exposure, unheated areas, or improper handling.

Pianos are sensitive to transportation and environmental changes. A piano may require tuning after it has adjusted to its new location. This is normal and is not considered delivery damage.

Pickup Orders

If pickup is arranged instead of delivery, the customer is responsible for safe transportation after pickup unless otherwise agreed in writing.

We strongly recommend that pianos be moved only by professional piano movers.

Once a piano is picked up by the customer or by a third party arranged by the customer, Doyon Piano Logistique is not responsible for damage, handling issues, transportation issues, or tuning instability caused after pickup.

Rescheduling and Cancellations

If you need to reschedule your delivery, please contact us as soon as possible.

Rescheduling requests are handled based on availability.

Cancellation or rescheduling fees may apply if the delivery has already been scheduled, if our team is already on the way, if preparation has already started, or if the customer is unavailable at the scheduled time.

Delivery Fees Are Non-Refundable

Delivery fees, moving fees, stair fees, long-distance fees, special handling fees, setup fees, pickup fees, and completed service fees are non-refundable once the service has been completed.

If a return or exchange is approved under our Refund Policy, return transportation and moving costs are the responsibility of the customer unless the return is due to an error on our part or damage caused during delivery by our team.

Our Refund Policy can be viewed here: /policies/refund-policy

Contact Information

For questions about delivery, moving, service areas, access requirements, or scheduling, please contact us:

Doyon Piano Logistique
Gatineau, QC, Canada
Email: franky.king.tm@gmail.com
Phone: 873-655-1464