Sales and delivery conditions - Frequently asked questions

• Paid today - delivered tomorrow! - What does this mean?
• How long does it take to pay via credit card or bank transfer?
• I am already a customer of Musix, but I don't have an online account.
• I already have an account Musix but can not log in anymore.
• How can I know if a certain product is on stock at the moment?
• Can you inform me when a product arrives in stock?
• Wenn and how do we ship goods?
• MusiX Express delivery service
• What is the procedure/process when I order online?
• Is it possible to receive the product available as partial delivery?
• I'd like to pick up my goods instead of a shipment. Is this possible?
• I'm in holidays during the next two weeks. The delivery should be carried out afterwards.
• My product is broken - how should I proceed?
• Warranty: who pays the extra costs?
• A product is available in limited quantities. How is it assigned to customers?
• I don't want to receive any advertisement
• I forgot my password

If your order is confirmed (that is, if your payment has been received) before 14:00, your goods will be shipped as priority-delivery (Switzerland+FL) and will usually arrive at destination the next day after shipping (week days). Every shipping will be notified by an email, in which we usually give you the parcel tracking number. Exception: strings are usually sent in an envelope (i.e. without tracking number). Note that the shipping emails are usually sent at around 19:00.

Payment are not always immediately transfered to us. We give you below an overview of the various payment possibilities and how fast they are processed:

• If you pay by credit card, we immediately receive the payment confirmation. Note that the amount is only transfered to our account after the goods have been shipped.
• The fastest way to pay via bank transfer is via our Post account (red payslip payment on account number 40-358241-0 or IBAN-Nummer CH7609000000403582410). Usually, such a bank transfer payment is received by us one day after you proceeded with the payment.
• A Yellownet Express bank transfer payment is usually received by us immediately. If you have a Post account you can hence pay and unlock your order the same day you place your order. Please let us know by email/telephone after you paid by express bank transfer.
• A payment at a Post counter usually takes one day until we receive the payment.
• WARNING: a payment with reference number (orange payslip) is typically received by us the day after the payment at around 20:00. Such payments are processed automatically by our system and typically take one extra day until the payment is fully confirmed.

Regardless of whether you are an existing MusiX customer or not, you have to create an online account if you want to order via our website. Accounts can be created online here.

This can have several causes:
1. The password is wrong: change it here.
2. Your account was created with an old email address. In this case you should create a new account or you should contact us so that we update your account with your new email address.
3. If login is still not possible, the problem might come from your Internet browser 'cookies'. Simply delete all cookies in your Internet browser.
If you are still unable to login to the website, please contact us via email or phone.

The availabilty of products is shown on the description page of each product. This information is usually very reliable (although a mistake could sometimes occur).

The following status are possible:

	28 pieces available in stock!
	This product is usually on stock but is currently in backorder.
	This product will probably be available on stock in the future! Please contact us for a delivery date or to get informed as soon as the product arrives.
	Will be ordered for you as quick as possible. [A delivery within 24hours may be available on request. Please contact us.]
	Backlog item: This item was ordered by us but we still did not get the delivery.

Important: Wenn displayed, the quantity in stock is updated in real-time. The reliability of this information is extremely high.

Yes. If you're interested in a product which is currently not in stock, we can send you an atutomatic notification message as soon as the product will arrive in stock.

In urgent cases we can also call you back as soon as a new product becomes available.

In case of a "pick-up" order, you will receive an e-mail as soon as all the ordered products are available in stock. (If you wish, we can also set the order on "partial-delivery" so that you receive an e-mail each time an ordered product arrives in stock).

• We ship goods every day from Monday to Friday at office hours. Parcels delivered by the Post (less than 33kg) are usually delivered the next day after the shipping (week days only).
• Parcels are delivered by the Post or by a shipping company at the front door of your house or building, and not at the door of your appartment (if it is located in a higher floor).

You have a concert tomorrow and you need some particular product? Your son has birthday and his birthday present must be delivered on time? Don't bother anymore, because we can organize an EXPRESS delivery. Please call us if you want more information about this service.

1. You place an online order.
2. For the payment, you choose either secure-online credit card payment or bank transfer.
3. After confirmation of the order, you receive via email an automatic confirmation.
4. Your order will then be processed within 1-2 hours by one of our employees (office time). You will then receive a second confirmation email and your invoice.
5. Your order will be processed after we have received the payment. For bank transfer, we will send you a confirmation email when we receive your payment.

Yes! A partial delivery or pick-up is always possible. Please note that a partial delivery might be subject to extra delivery charges, depending on the situation.

Yes. Please inform us if you like to pick up your goods. By the way: You can also send us an e-mail to let us know that you generally prefer to pick up your goods. We will add a remark in your customer's-data-entry, so that future orders will automatically be marked as pick-up orders.

No problem! We can place a delivery date remark to every order: an order will not be delivered before this date. We can also add a "warningtext" to your order, for example to inform our collaborators that they should call you before delivery.

Important: It is really important to contact us before sending it back to us.
Please read the information below regarding warranty.

Do always contact us first. When you send us a describtion of what is broken by E-mail, we can handle the case faster and with more efficiency.

We prepare the guarantee-handling with the responsible service-center and write you an E-mail back in which we tell you to whom you can send your broken device.

Normally you can send the device directly to the responsible service-center. Sending the device back to us would slow down the handling and it causes unnecessary costs.

Warranty: who pays the extra costs?

If there is nothing stated, it is a 'bring-in' guarantee. This means that:

• The warranty covers the costs of the reparation in the service-center.
• The charges for the shipment to the service-center are paid by you.
• The reshipment to the customers is covered by the guarantee.

A product is available in limited quantities. How is it assigned to customers?

The allocation of the incoming units are done on a 'first-in-first-out'. That is, the customer who first ordered (and paid) is next to receive the next available unit.

We always try to identify potential delays in advance and always try to pre-order enough products. However, it is possible that a product is sold in the meantime, in particular for new products introduced on the market.

I don't want to receive any advertisement

We certainly understand your wish to stop receiving the annual catalogue or the newsletter by E-mail.

In that case, please let us know by E-mail. We will send you a confirmation that we correctly noted that you no longer wish to receive postal or electronic (email) advertisements.

I forgot my password

To get a new password for your registered email-address, please click here.