FAQ
Q: Why NovaPans Australia?
NovaPans is a UK handpan brand that has sold over 3,000 handpans since 2016.
At NovaPans Australia, we provide high quality handpans at affordable prices. NovaPans is dedicated to providing the handpan most suitable for your needs. We can customize your handpan to your preferences regarding scales, materials, and colors at the best price possible!
We are driven by the desire to make handpans more accessible here in Australia and New Zealand, and we will work with you to get you the perfect handpan for your needs.
Now 3,000+ strong, NovaPans Handpans has served and continues to serve the ever-growing demand for affordable yet high-quality handpans for all levels of playing.
No waiting lists. No inflated pricing. Just quality handpans built to your preference!
Trust your own ear, and listen to our many videos to hear our handpans for yourself!
Q: How much is shipping?
Shipping is FREE anywhere in Australia and New Zealand!
We ship our handpans to Sydney, Melbourne, Brisbane, Adelaide, Perth, Canberra, Hobart and Darwin as well as any other location in Australia, or to Auckland, Wellington, Christchurch, Hamilton as well as any other location in New Zealand, and we take care of the shipping, import process, and GST.
Q: What are the differences between your handpans?
- The all-round best handpan for price over quality, our Universal Handpans (Generation 4).
We call them Universal because not only are they the most affordable, but they are the easiest to learn and play also. There is no exceptional technique needed to master a Gen 4 Handpan — the skill really comes in anything from a matter of minutes to a few hours.
- The best there is for projection and intonation, our Performance or "Virtuoso" Handpans (Generation 3).
These beautiful creations were made specifically for large space performances, whether that be busking in town or performing on stage. The Generation 3s boast impressive projection and control of intonation when playing loud.
- Essential for meditation and stress relief, the Sound Healing Handpan (Generation 7).
The Gen 7s are renowned for their sound healing properties, with extraordinary sustain and a gorgeous sheen (thanks to being made out of stainless steel). The quality of sound you get from one of these Sound Healing Handpans makes you question the true value of a top quality handpan.
The Generation number is no reference to anything other than the order in which the handpan model was introduced to the store.
Q: Can I get my handpan in a Custom Scale, or with extra notes?
Yes! We can build your handpan in any scale you like and with even more notes than our 13-note models if you so desire. Just contact us and we can provide you with a quote.
At NovaPans Australia we are proud to offer the customization options that come with ordering at a boutique builder — without the high cost and long wait time!
Q: Where are your handpans made?
All NovaPans handpans are hand-tuned and built in China, and quality-checked by professionals from Europe and the USA.
Q: What are the differences between your handpans and cheap handpans made in China?
All our handpans are hand-tuned, we only use the best quality steels, and we have very strict quality control. The result of these three factors culminates in repeatable, dependable production of high-quality handpans with exceptional sound quality — on par with or exceeding that of handpans built in any other part of the world.
Q: How soon can I get my order?
Since every handpan in our store is built to order and individually hand-tuned by our building team, each handpan takes time to properly construct, tune, and inspect before it's ready to ship. We never rush this process — your handpan deserves to arrive perfect.
For Standard Orders, build times vary depending on the model:
9 & 10 Note models — approximately 3–4 weeks
13 Note models — approximately 4–5 weeks
For Custom Orders (Build Your Own Handpan), please allow approximately 5–6 weeks to receive your handpan.
We appreciate your patience — good things take time, and we want to make sure your handpan is absolutely perfect when it reaches you!
Q: What is your return policy?
30-Day Satisfaction Guarantee
We offer a 100% refund guarantee on all regular orders within 30 days of the date of receipt — that's from the day your handpan arrives at your door. Whether it's simply not the right fit or your circumstances have changed, we're happy to take it back, no questions asked.
To be eligible for a full refund:
- The handpan must be returned in brand-new condition
- The handpan must be packed with the original packaging with all original protective foam.
- The return must be initiated within 30 days of receipt
For all eligible returns within Australia and New Zealand, we'll provide a prepaid return shipping label and issue a full refund upon safe receipt of the handpan.
For returns requested after the 30-day window, please reach out to us — we're always happy to discuss and find a solution.
Exceptions — Please Read Carefully
The following situations fall outside our standard return policy:
1. Original Packaging Has Been Disposed Of
If the original box or foam inserts are no longer available, we're unfortunately unable to accept the return. The original packaging is specifically designed to protect your handpan during transit, and without it, the instrument is at significant risk of damage on its way back to us. We strongly recommend holding onto your packaging for the first 30 days.
2. Custom-Built Handpans
Any handpan ordered through our Build Your Handpan process is custom-made to your personal specifications and cannot be returned under any circumstances. Because each instrument is uniquely crafted for you, we're unable to offer refunds or exchanges on custom orders. Please ensure you're fully confident in your configuration before placing a custom order — we're happy to guide you through the process beforehand.
3. Discounted Handpans
If your order was placed using a discount code, promotional offer, or any other special pricing, your handpan is not eligible for our standard free-return service. In some cases, we may still be able to process a return at our discretion, but the return shipping cost will be your responsibility. Please contact us to discuss your situation.
Have questions or concerns at any stage? We're here to help — please don't hesitate to get in touch with us at any time.
Q: What is your retuning policy?
We offer a retuning service for NovaPans handpans! The process is simple:
- Use the original box — your handpan must be shipped back in its original packaging.
- Send us a video — record a short video demonstrating the tuning issue and send it to us before shipping.
- We'll give you a quote — once we've reviewed your video, we'll provide a personalised retuning quote based on the work required.
See our full Retuning Policy page for more details.
Q: How should I maintain my handpan?
You should wipe down your handpan with isopropyl alcohol and a microfibre cloth occasionally, and ideally after each playing session.
You should also regularly apply oil to your handpan, especially the Nitrided Steel models, to prevent rust. We personally recommend using Phoenix oil, but if you don't have any available there are alternatives. You don't need much — less is more!
Make sure your handpan is stored in a cool and dry environment — moisture and metal don't mix well. Ideally, store your handpan in its case.
Read our article about taking care of your handpan in the Australian climate for more insights on natural hazards to watch out for, to ensure the longevity of your pan!
Q: Why does my AusPost tracking number not show up in the system?
It usually takes 2–5 days after we ship your handpan for the tracking number to appear in the Australia Post system. If your tracking number has not appeared, please be patient and try again at a later date.
Q: Do you have a referral program?
Yes! We have a referral program for our customers. Please inquire for more information.
Q: Where is the best place to keep my handpan when it's not being played?
Always store it in its bag somewhere at room temperature — not too humid and not too dry.
Never place your handpan face down — always rest it with the notes facing upwards. The downward pressure on the handpan's most precious assets, its notes, can eventually cause them to go out of tune. Treat your handpan with care and it's sure to remain in tune for years to come.
Q: Will heat or cold cause my handpan to go out of tune?
Leaving your handpan in direct sunlight or exposing it to water can destabilise the metal and degrade its surface quality.
If you do play outdoors in the sun or near water, return your handpan to a cool, dry environment as soon as possible and consider applying a surface protectant oil — some handpan artists use what's known as 'frog lube' — to help preserve the finish.