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 customer service and selection in the industry. We stand behind our products 100% and your satisfaction is always our highest priority. This section should answer many questions that you may have. If you do not find your answer here, please email [email protected], or call one of our locations and we’ll be happy to further assist you.

Pricing Information  |  Product Availability  |  Backorders  |  Purchase Orders  |  Shipping Options  |  Rush Orders  |  Payment Terms  |  Returns / Exchanges  |  Sales Tax  |  Ordering Options  | 

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.


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 that 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.



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. (That is, 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.


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 process. 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.


Shipping Options

Shipping charges are determined by weight and distance and are calculated at the time your order is packaged and shipped. To calculate a shipping charge, add items to your Shopping Cart, and choose your preferred shipping method (USPS, FedEx, etc.). The shipping module will calculate a shipping charge estimate for you. Remove/Delete the items to reset the Shopping Cart if you do not wish to complete the transaction. Actual shipping charges will vary based on size of package and distance traveled. Please note that residential shipments, particularly to rural areas, are typically calculated at higher rates than deliveries made to commercial locations.

Our preferred carrier is FedEx. Sometimes we may use the U.S. Postal Service if we determine it is in the customer's best interest due to size of package, cost of shipping, location, etc.

At our discretion, your pre-chosen postal shipping method may be changed to FedEx so that your order can be insured and properly expedited. You will be notified via email or voice mail should this occur.

Express services are also available. See Rush Orders for more information.

*Estimated Delivery Charges
(actual charges are based on weight and location of delivery address)
*A more accurate estimate can be achieved by following
the steps as described above in 'Shipping Options.'

Ground Packages

Merchandise Total Freight Charge
$0.01-$19.99 $11.00
$20.00-$49.99 $12.50
$50.00-$74.99 $14.00
$75.00-$99.99 $15.50
$100.00 or more $17.00 +
each additional $50.00 $2.00


International Shipping (Priority Mail International)
All international orders are shipped via Priority Mail International and will incur varied charges based on weight and distance, which may not be calculated correctly from this site. Contact [email protected] for more accurate information.

Express-to-Store Ordering Option
Pender’s Music Company will express ship a customer’s music to our store via FedEx Overnight orFedEx 2 Day for the minimum charge of $30.00 (2nd Day) or $40.00+ (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. A confirmation email
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 at 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 ordering system.


Rush Orders

Express shipping services are available by request for all orders received before 10:00am (CST), Monday through Friday.

  • FedEx Overnight
    Your order should be delivered to you by noon on the next business day.
  • FedEx 2 Day
    Your order should be delivered to you by 5:00pm on the second of two consecutive business days.


Please note: Overnight and 2 Day shipments are available for in-stock items only. Some restrictions apply to all FedEx services – call us with any questions. Most orders (regular and rush) are shipped Prepaid, FOB Denton, TX; some packages may be shipped from Oklahoma City, OK. If you place an Express Shipping order online and items are not in stock, you will be notified.

Estimated Delivery Charges: Actual charges are based on weight and location of delivery address. To calculate a shipping charge, add items to your Shopping Cart, and choose your preferred shipping method (Next Day Air, 2nd Day Air). The shipping module will calculate a shipping charge estimate for you. Remove/Delete the items to reset the Shopping Cart if you do not wish to complete the transaction.


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 payment is due upon receipt. Schools and Churches in Texas and Oklahoma must provide proof of your tax-exempt status.

Debit/Credit Cards: When you make a debit/credit card purchase, requests authorization from your bank for the transaction. Your bank immediately places a hold on your account for that amount. When your merchandise ships, charges your account and the withdrawal itself takes place. Sometimes the authorization and withdrawal will both display (electronically) in your online banking information. This is not a double charge. The authorization drops off as the withdrawal is processed, usually within the same transaction cycle. The amounts may differ slightly, due to the actual shipping and handling charges that are applied to your order. If there is a delay in fulfilling your order, or a backorder is ready to be shipped, we will again request authorization from your bank to verify that funds are still available. If your order (or backorder) is cancelled, we will electronically release the hold placed on your account. You may, at your discretion, contact your bank to request an immediate release of the hold placed on your account. Please note it may take your bank several business days to release a hold that they have placed on your account.


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: (a) within 14 days of shipping date on orders previously sent on approval; or (b) within 10 days of shipping date if the product is found to be defective, or in the event of an error on our end.
  • 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.


Sales Tax

Sales tax applies to orders shipped to addresses in Texas and Oklahoma. Please call for exact rates if needed for quotes. If your organization is tax-exempt, we must have proof of tax-exempt status on file.

*NON-TAXABLE CUSTOMERS, PLEASE NOTE: Although our online shopping Check Out process always displays taxes in the order totals, non-taxable organizations will NOT be charged tax when orders are shipped. Every transaction made through this site is checked for taxable/non-taxable status prior to processing/finalization. Taxes displayed in the Shopping Cart are taken off for non-taxable customers.


How to Order


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 to your Safe Sender 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 Website, please call us toll-free, at 1-800-772-5918, 8:00am-5:30pm (CST), Monday - Friday, 9:30am-4:30pm (CST), 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 if you 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. Read our Privacy Policy for more information.)

and mail to:

Pender's Music Company
314 S Elm
Denton, TX 76201

or fax to: