faq

shipping

Does my order qualify for free shipping?

Free standard shipping is available on all U.S. domestic orders and is automatically applied at checkout. This offer applies to deliveries within all 50 U.S. states, including Puerto Rico.

How will I know that my order has been shipped?

You will receive a shipment confirmation email the same day that we ship your order. In this email, there will be a tracking number link for you to check the status of your order while it is in transit.

How long does it take to ship my order?

Typical order fulfillment time for online purchases is 3-6 business days after placing the order and receiving payment. A shipping confirmation is emailed to the user once the order has been approved and shipped. Pre-order items have a later shipping date that can be found on the product page.

Can I change my ship-to address?

Please note once your order is placed, we are unable to change your shipping address.

How do I know what my tracking number is?

The shipping confirmation email will contain all of the required information to track your shipment. You can also click on “Order History” to view your order history and search within your orders. When clicking on an order, you can view the order details including the status of the order and tracking information.

My tracking number does not work. What should I do?

Tracking numbers might not be properly scanned but the package arrives within a few days anyway. If the package does not arrive in a reasonable amount of time, contact us and we'll be happy to assist you directly for further information.

orders

How do I know if my order was placed successfully?

You will know that your order has been sent to us when you see the ‘Order Confirmation' page on your web browser. This screen will issue an Order Number and provide a summary of the order you placed. You will also receive an order confirmation via email when your order is placed.

How do I cancel my order?

If you need to cancel your order, please contact us through our contact us page with your name, email, order number, and reason for cancellation. We’ll do our best to accommodate cancellation requests, but cancellations are not guaranteed if the order has already shipped or is processed for shipment before the request is received. If your order is successfully canceled, you’ll receive an email confirmation. If the order has already shipped, we can provide a return label and the shipping cost will be deducted from your refund.

Which items are eligible for the free Mystery Duo Pin offer if I spend $50?

All items, except for the Loog x Duolingo Piano, qualify for the free gift offer. The gift will be automatically added to your cart for eligible orders while supplies last.

payments

What payment methods do you accept?

We accept major credit cards, Shop Pay, and Google Pay.

international orders

Do you ship internationally?

Yes. Available countries will be offered when entering your shipping address at checkout.

What shipping carrier delivers my international order?

UPS.

return / refund / exchange

What is your returns policy?

Unused accessories can be returned for a refund and must be reported within 30 days after delivery. Defective accessories can be returned to exchange for the same item or for a refund and must be reported within 30 days after delivery.

Apparel can be exchanged for a different color or size or full refund within 30 days after delivery. Item must be unworn, unwashed, undamaged, and unused with all original tags and packaging. We reserve the right to refuse a refund if the returned apparel does not fall within the previously listed criteria and will ask you to pay to have it returned to you.

For more details, please refer to our store return policy.

Loog x Duolingo Piano

I purchased a Loog x Duolingo Piano and I have some questions.

Loog x Duolingo Piano is a partnership product. For all hardware and software related questions, please contact Loog.

I changed my mind. I would like to return my Loog x Duolingo Piano.

Returns can be initiated through Loog's Returns Portal at returns.loogguitars.com.

You may initiate a return request within 30 days of receiving your item, ensuring that it is returned in original, unused, and resellable condition with the original packaging. Please note that original shipping charges are non-refundable and a 20% restocking fee will apply.

Once Loog receives the returned item and verifies its condition, we will promptly process your refund to the original payment method you used to place the order within 7-10 business days.

You have 30 days to return an item from the date you received it.

What is the piano's battery life?

Battery life is around 8 hours, depending on volume, how much you play, etc. One important aspect of how we manage battery life: the Loog x Duolingo Piano does not eat battery life when not in use, even if it's on. This comes especially handy when dealing with children :)

What are the recommended ages for the piano?

We recommend the Loog x Duolingo Piano for ages 3+.

Can I connect headphones?

The Loog x Duolingo Piano has a 3.5mm headphone jack, and an internal headphone preamp, so you can use it with headphones right out of the box.

Can I plug the piano into a mixer or amp?

Yes, you can use the 3.5mm headphone jack to plug it to a mixer, DAW, or amp. You can also use it as a MIDI controller through its USB-C port.

What is the piano's key size and action type?

The Loog x Duolingo Piano's white keys have a width of 18.5 mm (a standard acoustic piano's white keys have a width of 23.5 mm). The Loog x Duolingo Piano has a synth-action keyboard, providing a lighter (and more suitable for beginners) playing action than a typical hammer action keyboard.

I have an iPhone with a lightning connector, can I still use the MIDI or USB feature?

Yes, you'll need to use Apple's Camera Adapter to connect your iPhone to the Loog x Duolingo Piano, as well as a USB type C to USB type A cable.

I can't get my piano to work or pair with the Duolingo Music course. What do I do?

Please see Instructions for Use.