FAQ
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Axe Music.com - FAQ - Frequently Asked Questions
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Here are a few of the most frequently asked
questions that we receive and answer. Hopefully this page answers your
questions as well! If not, please
send us an
email with your inquiry and we'll do our best to answer you
right away.
Thankyou, the AxeMusic Online Team.
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Click a question below for the answer: |
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Is online ordering from Axe Music secure? |
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Yes!
Axe Music employs technology called SSL
(Secure Socket Layer) to ensure the highest level of security for your
online transactions. All sensitive information (credit cards, phone numbers,
addresses, etc.) is encrypted for transfer to our server. It won't be able
to be intercepted and decrypted because the key resides only on our network
servers. AxeMusic.com proudly displays the Verisign logo to assure you of
our commitment to making your online purchase safe. |
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How can I pay for my order? |
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Axe Music accepts several methods of payment!
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Credit Cards
We accept most major credit cards and debit cards with the Visa and
Mastercard logos. Your credit card is billed when the item is ordered.
Shipments to an alternate address (an address other than where your credit
card statements are mailed) may result in processing delays.We only accept
credit cards with billing addresses in Canada. Your card will be charged
when your order is placed. Our secure server is the best - and safest - way
to shop, but we will also take your order by phone or email. We do not
accept personal checks, sorry. We do not offer an installment or a layaway
plan online, nor do we ship COD.
Money Orders
We gladly accept money orders denominated
in Canadian currency and drawn on a Canadian bank. Payments are posted
within one business day from the date of receipt. In the event items
associated with your order are not available from stock, we will notify you
within 48 hours with an estimated ship date.
Direct Bank Transfers
You may also directly deposit the payment for your order into our bank
account. Please let us know if you have used this option as the bank will
not call us immediately. Please be careful to make sure the amount deposited
is exact as some banks will charge a service fee for this service. Axe Music
will not accept responsibility for any service or transaction fees as result
of using this service.
Our Direct Deposit Bank information is:
Toronto Dominion Transit #82449 Acc't #0839-0340400
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How do I make changes to or cancel an
order I made online? |
You can
add or delete items at any time during the order process before you give
final confirmation of the order. After your order has been submitted, you
can still change the order by contacting an Axe Music Associate via
email or by phone @
1-866-373-3293 as long as it has not already
been shipped.
If you need to cancel your order after you submit it, please contact us by
calling 1-866-373-3293 or sending us an
email requesting your order to be cancelled.
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What is Axe Music’s return policy? |
Returns will only be accepted within 30 days
of your purchase. We must be contacted and we will arrange to have Purolator
pick up the package. All returns are subject to a minimum 25% restocking
fee. The freight charge for both ways (Freight charges, if applicable,
originally paid by Axe Music, aka "Free Freight") will be deducted from your
refund on top of the restocking fee. Returns must include all original
packaging, manuals and warranty cards. Customer must supply a copy of the
original invoice. All returns will be inspected for wear or abuse,
additional charges may apply. Returns after 30 days will NOT be accepted.
No returns on special orders/non-stocks, discontinued or clearance items,
software, books, cd's, clothing, opened or used strings, internal earphones,
harmonicas, drum heads, or sticks, turntable cartridges, bulbs, or tapes.
Axe Music does not give cash refunds if you paid by Visa or Mastercard you
will be refunded by a credit to your card (processed within 7 business
days). Other Authorized returns will be at your choice, credited on Account,
Exchanged, or Axe cheque (processed within 7 business days).
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What are Axe Music's shipping policies? |
Free Shipping!
Valid on orders over $199.00 before tax and
insurance only. The Free shipping is applied to your order automatically in
your shopping cart.
Good for free ground shipping to most anywhere in Canada.
Free Shipping does not apply to delivery to "Beyond Point" destinations as
dictated by Purolator Courier. If you specify a PO box number or your
shipping address is a "Beyond Point" location, your order may be delivered
via Canada Post Expedited to obtain "Free Freight". You will be contacted before any
additional freight
charges are applied to your order.
Regular shipping fees apply for all purchases that total under $199.00
before tax and insurance charges.
Free shipping is valid with purchase only. Outbound shipping will be
deducted from the refund, if the item or items that shipped free are
returned.
This is a limited offer that may be changed or revoked at any time.
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Is my order covered for damage and loss
during shipping? |
All items
purchased from AXE MUSIC are made pursuant to a shipment contract. This
means that the risk of loss and title for such items pass to you upon our
delivery to the carrier. Purolator covers the first $100 CND dollars of
value.
Axe Music supplies, and highly recommends, Extra Shipping insurance against
shipping damage or loss. This Insurance is made available on your order at
the time of checkout for a surcharge of 3.25% of the equipments value. The
Axe Shipping Insurance will cover your purchase for 100% replacement or
repair. If you are required to make a claim for this insurance coverage
please contact an authorized Axe Music Manager by
email or by phone at
1-866-373-3293.
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What is Axe Music’s Warranty Policy? |
Axe Music is an authorized dealer for all
brands we carry on our site and in our stores. All brand new items come with
a manufacturers’ warranty. We strongly encourage you to fill out and send
the warranty cards to the manufacturers upon receipt of your purchase. You
have 2 options should your instruments need warranty repairs covered by the
manufacturer:
1. Contact the Axe Music Service Manager at 1-800-293-0983 and send
the instrument to us and we will take care of warranty evaluation and
repair. The customer will be responsible for shipping charges to and from
Axe Music.
2. The next option is to take the instrument to the local authorized repair
facility and have the warranty repairs done there.
In the case of any warranty claim, you will be responsible for providing
your original bill of sale.
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Does Axe Music have a privacy policy? |
Yes. Your privacy is important to Axe Music!
We will not share any personally identifiable information with anyone for
any reason without your permission.
How We Use Your Information
When ordering, you will create a personal account. Through this account, you
provide certain types of information such as physical address, telephone
number, email address, credit card number and expiration date. Without this
information, an order cannot be shipped and/or billed. An email may be sent
to you, or a phone call made if there is any trouble processing your order.
We use various shipping companies to deliver your order, and a credit card
processing company to bill you for those goods and services. These companies
do not retain, share, store nor use personally identifiable information for
any secondary purposes. We will not sell, share, nor rent information to any
third party marketer without your express knowledge and consent as outlined
in this statement. As we continue to develop our business, we may sell or
buy stores or assets. In such transactions, customer information generally
is one of the transferred business assets. At that time, information may be
shared with the parent, subsidiary or merger partner involved in the
transaction.
Correcting & Updating Your Information
If there is a change to be made to your personally identifiable information
- such as a zip code, email address, or area code changes - such editing may
be done to your online profile when confirming your personal information at
the time of your next online purchase or by contacting Axe Music at
1-866-373-3293.
Surveys & Contests
From time-to-time this site may request information from you via surveys or
contests. Participation in these surveys or contests is completely
voluntary. Contact information will be used to notify the winners and award
prizes. Survey information will be used for purposes of monitoring or
improving the use and satisfaction of this site.
Security
We take every precaution to protect your privacy. When you submit sensitive
information via the website, the information is protected both online and
offline. When sensitive information such as a credit card number is
required, that information is transmitted with the most advanced encryption
software in the industry - SSL. All personal information is protected
offline as well in our restricted offices. Only employees who need the
information to perform a specific job (for example, a billing specialist or
a customer service representative) are granted access to personally
identifiable information. The computers on which information is stored are
kept in a secure and closely monitored environment.
Log Files
For each visitor to our site, the web server automatically recognizes and
collects, where possible, the domain name/IP address, pages visited, length
of visit, and other general usage data. This information is not linked to
personally identifiable information. It is collected and stored with the
same information from all visitors in a log file. This log file is then used
to determine general site usage patterns and to analyze trends so that a
more useful, streamlined experience may be provided.
Cookies
A cookie is a piece of data stored on your hard drive. Cookies allow us to
optimize your experience on the site. For instance, by setting a cookie, you
would not have to log in a password more than once, thereby saving time.
Usage of a cookie is in no way linked to any personally identifiable
information while on this site. Once you close you browser, the cookie
simply terminates. If you reject the cookie, you may still use this site.
However, your usage in some areas of the site may be limited.
Children
We do not sell products for purchase by children. We sell children's
products for purchase by adults as a small percentage of our business. If
you are under 13, you may use this site only with express permission of a
parent or guardian. Children under 13 may not register on our site without
the express written consent of a parent or guardian.
When Leaving This Site
This web site contains links to other, non-affiliated sites. Please be aware
that we are not responsible for the privacy practices of such other sites.
We encourage you when you leave this site to read the privacy statements of
each and every web site that collects personally identifiable information.
This privacy statement applies solely to information collected by Axe Music.
Take Privacy Seriously
We believe our Policy provides you with the safest shopping experience
possible. Since offerings and technologies change, we reserve the right to
change, modify, add or remove portions of our Privacy Policy at any time
without prior notice. If policy changes are substantial, we will do our best
to notify you.
If you have any questions about the security of our website, or your
privacy, please
contact us.
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Does the Axe Music web site use
"Cookies"? |
Yes,
if you have enabled your computer to accept “cookies”, we can remember your
my Account profile. Cookies are small files that are stored on your PC and
that identify you to our site. In addition, if you are accessing our site
from another computer or are using a computer where “cookies” are not
enabled, you will be prompted to login. Once you login and enter your
password, we can process your order.
What are cookies?
Cookies are tiny text files stored on your computer when you visit certain
web pages. Axe Music uses cookies to keep track of what you have in your
basket and to remember you when you return to our site.
Cookies cannot harm your computer and do not contain any personal or private
information.
How do I enable cookies within my browser?
(If you do not know your browser version, select Help -> About... from your
tool bar)
Microsoft Internet Explorer 5.0 (and above)
On a PC:
Select Tools -> Internet Options and click on the "Security" tab.
The default selection, "Medium", supports cookies, but you can click on the
"Custom Level" button to check. Scroll down until you see the word "Cookies"
and verify that the radio button next to "Enable" is selected in both
options.
On a Mac:
Select Edit -> Preferences.
Scroll down until you see "Cookies" under Receiving Files. Make sure that
"Never Ask" is selected.
Netscape Communicator 4.0 (and above)
Choose Edit -> Preferences and click on the "Advanced" option.
Select the radio button next to "Accept all cookies" and click "OK".
All other browsers
Please consult your documentation or online help files.
How do I delete cookies stored on my machine?
Microsoft Internet Explorer 6.0:
Select Tools -> Internet Options and click on the "General" tab.
Under the heading Temporary Internet Files, click on the button labeled
"Delete Cookies"
Please close all browser windows and reopen Internet Explorer before
attempting to login.
All other browsers: Consult your documentation or online help files.
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Can I contact the axemusic.com team by
phone? |
Yes!
Order Desk Business Hours
Mon, Tue, Wed, Thu, Fri
9:00AM – 5:00PM MST
Order Desk Phone Sales & Inquiries: 1-866-FREE AXE (373-3293)
Axe Music has qualified professional staff available weekends and late hours
in it’s 2 store locations to help you as well!
Edmonton 1-800-293-0983 or
Calgary 1-800-293-0982.
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