Frequently Asked Questions

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Welcome to our FAQ Page

DISPATCH & DELIVERY

Modern Piping ships from Melbourne, Australia. Unfortunately, we cannot provide free delivery at the moment. Please note, we do not add any additional charges to the shipping rates at checkout. This rate is the live rate that we are charged directly from Australia Post, DHL and the other international postal services. 

Depending on your location and the weight of your shipment, Modern Piping may offer a couple of different shipping services. For Australia, we ship via Australia Post while for most international destinations we offer Australia Post and DHL. Australia Post is a delivery service that delivers your Modern Piping products to your country and then it is passed on to your local postal service provider to deliver your package to your door, e.g. USPS for the USA, Canada Post for Canada and Royal Mail for the UK.

We process orders within 2-3 business days (excluding weekends and holidays and specialty products requiring a seasoning process which take 2-3 weeks to process). Pre-ordered items are processed within 2-3 business days once made available. You will receive another notification when your order has shipped.

For Australian customers, once your order is shipped please allow 1-3 business days for NSW, ACT, QLD, VIC and SA and 3-5 business days for WA, NT and TAS. For international orders, the shipping time is displayed in the shipping section at checkout. All orders are shipped from our facility in Melbourne, Australia.  

PAYMENT OPTIONS

Yes, we accept a range of credit/debit cards including Visa, Mastercard and American Express.

Yes, PayPal is an available payment option. Please select PayPal once you reach checkout. 

PROMOTIONS

Please double-check that you've entered in the code correctly and that it hasn't expired.

Please also check that it is being used on the correct website, for example, if you have received a code that says it's only valid at mdpiping.com, please ensure you aren't trying to use it at mdpiping.com.au or mdpiping.co.uk.

For codes entered correctly, yet don't work, please note that most codes are only valid for a person's first order.

For promo codes that work for all orders (e.g. codes that are for sales periods), please ensure you double-check that you've entered in the code correctly.  

Most codes are only valid for one use. In rare circumstances such as during a sales period, codes can be used more than once. Please note that this is an exception, and for the most part you can only use a code once.  

Promo codes are entered during checkout. Please note, for those purchasing on a mobile device, it is very easy to miss the place in checkout where you enter code. To enter the code on mobile, you'll need to tap the "Show order summary" drop-down at the top of the checkout page.  

RETURNS

If for any reason you have received the incorrect product(s) in your order, please take a photo and contact us as soon as possible, so we can arrange to exchange it with the correct product(s). Please do not dispose of the item(s) until we have exchanged it.

We will cover all transport costs involved in replacing and exchanging the incorrect item(s).

We reserve the right to ask you to send us back the product(s) before we issue a replacement or exchange. In returning the goods to us, we will cover all transport costs.  

If for any reason your product(s) are damaged upon receiving them, please take a photo and contact us as soon as possible, so we can arrange to exchange it with new product(s). Please do not dispose of the item(s) until we have exchanged it.

We will cover all transport costs involved in replacing the damaged good(s).

We reserve the right to ask you to send us back the product(s) before we issue a replacement or exchange. In returning the goods to us, we will cover all transport costs.  

Once we have approved a refund, it will go back onto the same payment method you used to complete the purchase.

Please note, it can take between 3-14 business days for the refund to be cleared by your bank. This timeline is entirely out of our control and is managed by your financial institution. 

Please see our refund policy here.

SUBSCRIPTIONS

You have the option to receive products delivered automatically to your door every 2 months. Simply checkout via the AutoShip option on a product page and we'll look after the rest.

You'll receive your products every 2 months, and best of all AutoShip subscriptions come at a discount! 

Yes, absolutely! For example, you can place an order which includes a book delivered every 2 months, along with a single one-time purchase of Modern Piping volume and a Tone Temple™.

Feel free to mix and match your order in whatever way works best for your needs! 

Yes, you may have more than one subscription active at any time. For example, you may have a subscription that is delivered to yourself and another you've gifted to a friend. 

In order to cancel your subscription, you will first need to log in to your account. Click the Subscriptions tab, then next to each of the products you are subscribed to is a Cancel button. You would use this if you would like to no longer receive this subscription product. 

In the Billing Information tab you'll find the current method of payment along with the current billing address. However, this is not the same as the shipping address. You would edit the address in this section if something has changed for the card holder's place of residence or the email address on file. 

Subscriptions need to be active, on hold or cancelled. Please contact us if you'd like to put your subscription on hold. 

Once logged in, click on Subscriptions and click Edit to the right of the address. This only affects the shipping/delivery address, this does not update billing information related to the method of payment. 

We guarantee that our subscribers orders will be in stock for their book delivery. 

As we are already providing a discount on having a subscription, we are unable to provide any further discounts with your subscription. 

Unfortunately you can't use a gift card with subscriptions. You'll need to use the gift card as a single one-time purchase. 

Please contact us via our support page here, and quote your name, email and the order # if you have an existing subscription. We'd love to assist you! 

TRACKING & TRACING

You will receive an Order Confirmation email as well as a Shipping Confirmation email that will give you the most up to date status of your order. If you do not receive these emails, it's either because the email has landed in your spam folder or you have provided an incorrect email address during checkout.

Once you receive the Shipping Confirmation email you'll be able to follow the link in the email to track your shipment.  

It can take up to 48 hours for the tracking to update once you have been sent the shipping confirmation email. If you have not received any updates to tracking after 5 business days, then please contact us for assistance.  

Once your order has been passed on to your local postal provider please look for the tracking code under 'Delivered by Postal Provider' on your tracking page. This tracking code can be used to track your parcel through your local posts online tracking*, for example; if you're in the US visit USPS online tracking, for all orders from Canada visit Canada Post online tracking and if you're from the UK visit Royal Mail online tracking.  

Many times this can simply be a delay in tracking updates (COVID-19 has caused delays out of our control and we ask customers to be patient for their orders to arrive), or alternatively, there may have been an attempted delivery, but nobody was home.

If your tracking is stating an 'attempted delivery' and your delivery provider is Australia Post please get in contact with your local post office as your order will be awaiting collection. Please note your local post office will only hold your good(s) for a short period of time.

For DHL Express, Global Mail and Australia Post please check your post box for an attempted delivery slip.

We've noticed that for many "lost packages" shipped via Australia Post it is merely a mistake by the local postal service who have not left an attempted delivery slip in your post box to notify your order is awaiting collection.

It's really important to continue to monitor your online tracking in the event something like this occurs.

If after this, you still can't locate your order, please contact us and we'll be more than happy to assist!   

There can be multiple reasons why tracking can state a successful delivery but you are yet to receive your order.

It may be an attempted delivery and your order is awaiting collection at your local post office.

If your order is stating a successful delivery but there is no record of an attempted delivery on your tracking your order can still be awaiting collection at your local post office.

Please provide your local post office your tracking ID which can be found under 'Delivered by Postal Provider' on your Australia Post or DHL tracking.

If you work in a corporate building or office environment it may have been delivered to the concierge or reception.

If you have requested your order to be left at your door or premises because you won't be home at the time of delivery and your order hasn't been delivered you will need to contact your local post office with your tracking ID. Your tracking ID can be found under 'Delivered by Postal Provider' on your Australia Post or DHL tracking.

When requesting a parcel to be left at your door or premises when no one is home means you take on the risks of it being stolen.

If after this, you still can't locate your order, please contact us and we'll be more than happy to assist!