Customer Service
Our Pledge to You
Every order is important to us! Like you, we are professional
musicians and we know what's important when dealing with a music vendor. We will
make every effort to provide you the best service and selection in the industry.
We stand behind our products 100%! Your satisfaction is always our highest
priority.
Pricing Information
All of our prices are set by the publishers and are subject to
change at any time without notice. Prices are updated in our computers as each
item is received in our central warehouse. Although it is our intent to publish
accurate pricing information, it is possible that some items represented in this
website have not been ordered, received or updated for some time due to
decreased popularity or age, and therefore may not reflect current pricing or
availability. We cannot be held responsible for any mistakes, misprints or
publisher price increases.
Top
Product Availability
We carry a large, in-stock inventory. It is our goal to keep new
releases and the most popular, best selling items in stock. However, there are
items in our database which are either out of stock, unavailable, or serve as
referral to another available item. Please be aware that product availability is
subject to change at any time. Although our website may indicate an item is in
print and/or in stock, there are situations in which that particular item may
actually be unavailable. If there is any question regarding availability, please
call us at 1-800-772-5918
Top
Backorders
It is possible that some items may be temporarily out of stock and
will need to be backordered. To help us meet your delivery and cost
requirements, please specify if backorders are acceptable and whether you would
like your order sent in one complete shipment, or if you would prefer two
partial shipments. (i.e. in-stock items shipped immediately and backordered
items shipped upon arrival). Please note: postage will be added to any and
all shipments. Also, if your order is urgent, please provide your required
delivery date and whether you are willing to pay for express service if
necessary.
Top
Purchase Orders
If your organization pays by Purchase Order, don't forget to
include the number. If you will be using a PO, but don't yet have one, indicate
this by typing "Hold for PO" in the "PO Number" field during the checkout
procedure. Please contact us with your PO number as soon as you have it, either
by phone: 1-800-772-5918, fax: 1-800-772-8404, or email.
Top
Shipping Options
Shipping charges are determined by weight and distance and are
calculated at the time your order is packaged and shipped. For your convenience,
we have included a table of estimated shipping charges, but please understand
that these are estimates only and actual shipping charges will vary based on
size of package and distance traveled.
Our preferred carrier is UPS. However, we may, at our discretion,
use the U.S. Postal Service if we determine it is in the customers' best
interest due to size of package, cost of shipping, location, etc.
Express services are also available. See Rush Orders for more
information.
Estimated Delivery Charges
(actual charge based on weight
and location of delivery address)
Ground Packages
| Merchandise Total |
Freight Charge |
| $0.01-$19.99 |
$10.00 |
| $20.00-$49.99 |
$11.50 |
| $50.00-$74.99 |
$13.00 |
| $75.00-$99.99 |
$14.50 |
| $100.00 or more |
$16.00 + |
| each additional $50.00 |
$2.00 |
International Shipping (Priority Mail International)
All
International orders are shipped Priority Mail International, and will incur
varied charges based on weight and distance, which may not be calculated
correctly from this site. Contact orders@penders.com for more accurate
information.
Express-to-Store Ordering Option
Pender’s Music
Company/Sheet Music Service will express a customer’s music to our store via UPS
RED LABEL or BLUE LABEL for the minimum charge of $15.00 (2nd Day) or $25.00
(Next Day/Overnight), per publisher address. The actual charge may be higher
than the minimum rate based on the actual charge from the publisher. The charge
is based on several factors, including weight, distance, time of day, etc.
Please be aware that orders must be placed before 10:00am, Central Time, in
order for them to be processed the same day from the publisher. Any
Express-to-Store orders placed after 10:00am (CST) will be processed on the
publisher’s next business day (Monday through Friday).
Additionally, the
minimum rush order charge must be prepaid, in advance, before placement of any
orders, and rush fees are nonrefundable unless the item(s) is/are unavailable or
delayed due to publisher error.
Local Pick-Up
For local pick-up, please allow time for
personnel to receive, pick and fill your order. Email confirmation will
be sent to you, once the order has been filled, and is ready for pick-up at the
location that you have specified. If you wish, you may confirm your
order with a phone call to your desired pick-up location. While every effort is
made to have ample stock available in all locations, it may not be possible to
immediately fill your order at a particular location as soon as the order has
been entered into the online order system.
Top
Rush Orders
Express shipping services are available by request for all orders received
before 10:00AM Central Time, Monday through Friday.
- UPS Next Day Air
Your order should be delivered to you
by noon on the next business day.
- UPS 2nd Day Air
Your order should be delivered to you by
5:00PM on the second of two consecutive business days.
Please note: Next Day and 2nd Day shipments are available
for in-stock items only. Some restrictions apply to all UPS
Air services – call us with any questions. Most orders (regular and rush) are
shipped Prepaid, FOB Denton, Texas; some packages may be shipped from
Carrollton, Oklahoma City, OK or Portland, OR.
Estimated Delivery Charges
(actual charge based on weight
and location of delivery address)
Express Packages
| Merchandise Total |
Next Day |
2nd Day |
3rd Day |
| $0.01-$19.99 |
$20.00 |
$12.00 |
$10.00 |
| $20.00-$39.99 |
$27.00 |
$15.00 |
$11.50 |
| $40.00-$59.99 |
$34.00 |
$18.00 |
$13.00 |
| $60.00-$79.99 |
$41.00 |
$21.00 |
$14.50 |
| $80.00-$99.99 |
$48.00 |
$24.00 |
$16.00 |
for every $20.00
above $100.00 add: |
$6.00 |
$2.50 |
$1.50 |
Top
Payment Terms
We accept MasterCard, Visa, American Express, Discover, checks, and money
orders -- but no COD's. If you prefer to pay by check or money order, please
call 1-800-772-5918 during regular business hours to place your order. Churches
and schools will have accounts automatically opened. All accounts are billed
monthly and are due upon receipt. Schools and Churches in Texas and Oklahoma
must supply proof of your tax-exempt status.
Top
Returns and Exchanges
- All music sent is on definite order and is not returnable unless proper
return authorization is given, In Advance by one of our sales
representatives.
- All products returned without a return authorization number will be
charged a 20% restocking fee.
- Authorized returns will be given (1) within 20 days of ship date on
orders previously send on approval. (2) within 10 days of ship date if
the product is found to be defective, or in the event of our error.
- All products returned must be returned unmarked, in saleable condition, in
all original packaging, and with a photocopy of your invoice.
- Complete policy details and return authorizations may be obtained by
contacting us via phone or email.
Call us at 1-800-772-5918 to
receive a return authorization number.
Be sure to re-pack your return
carefully! Use a box or a padded mailer with a corrugated paper backing. Paper
envelopes alone do not provide adequate protection from bending or folding. If
you are returning damaged products, we will credit you for the shipping charges;
otherwise it is your responsibility to pay for shipping. We cannot be
responsible for any unauthorized return.
Top
Sales Tax
Sales tax applies to orders shipped to addresses in Texas and Oklahoma.
Please call for exact rate if needed for quotes. If your organization is
tax-exempt, we must have proof of tax-exempt status on file.
Top
How to Order
Online
Our website makes ordering easy. If you would like to be able to shop faster,
be up-to-date on the status of your orders, and keep track of the orders you
have previously made, simply create a web account. You'll have access to all of
the features of our website, including a shopping list, address book and
shipping and payment preferences. Please add penders.com to your Safe Sender (click here for instructions) list to receive email
notifications from us. Of course, you don't have to have an account to order
online, or to browse or search our database.
by Phone
If you have specific questions that cannot be answered using this Web Site,
please call us toll-free, at 1-800-772-5918, 7:30AM-6:00PM Central Time, Monday
through Saturday. Our friendly, professional sales staff is available to answer
any questions you have, help you locate hard-to-find items, and take your order
over the phone.
via Mail or Fax
We encourage you to use our website as a research tool. If you would like to
pay via check, or just prefer mailing your order, please include the following
information:
- Quantity, Item Number, Title, Composer/Arranger & Publisher for each
item you wish to order.
- Payment information (one of the following):
- Personal Check, Cashier's Check, Money Order, or Travelers Checks
- Credit Card (Mastercard, Visa, American Express, Discover)
Please
include Card Number, Expiration Date, Name on Card, CCIN, and billing address if
different from shipping address.
- Pender's Account
Please include your account number. If you do not
know your Pender's Account number, please call 1-800-772-5918.
- Shipping Name and Street Address (no PO Boxes, please unless First Class
mail is your preferred mode of shipping), and daytime phone number and/or email
in case we need to contact you regarding your order. (Email addresses submitted
with orders are not retained, sold, rented or otherwise used for marketing
purposes without prior permission.)
and mail to:
Pender's Music Company
314 S
Elm
Denton, TX 76201
or fax to:
1-800-772-8404
Top
