TOLL FREE ORDER LINE: 1-866-373-3293 (Mon - Fri 9AM-5PM MST)
Canada’s Musical Instrument, Audio and Lighting Superstore

FAQ

Axe Music Online Ordering:

Q:  When I order a gift card, how will I receive it?
A:  All of our gift cards are sent electronically as an attachment with your order receipt.


Q:  Can I use a gift card to pay for an online order?
A:  Yes.  Each gift card is assigned a 5-digit pass phrase that is printed on the receipt for online use.  If you do not have this pass phrase, you can obtain it by sending an email to webmail@axemusic.com or by calling 1-866-373-3293 (Monday-Friday 9 AM to 6 PM EST). You will need  to provide the gift card # (it is printed on the back of the card next to GC#) along with the name of the person who purchased the card for verification.


Q:  What's the balance on my gift card?
A:  As long as you have the gift card number and pass phrase, you can check the balance on your card HERE.  Please see the above question for how to obtain your pass phrase.


Q:  How can I pay for my online order?
A:  We have a variety of convenient payment options.  They are: VISA, MasterCard and AMEX; we also accept PayPal and Interac (participating financial institutions only).  Please allow 2-5 business days to process PayPal orders.


Q:  Do I need a user account to make an online order?
A:  Yes.  If you have already created a user account and forgot your password, then follow the links below the sign-in field to rest your password.


Q:  How can I make changes to my online order?
A:  If you need to add to/modify your online order, you can send an email to webmail@axemusic.com or call us at 1-866-373-3293 (Monday-Friday 9 AM to 6 PM EST).


Q:  How can I check the status of my online order?
A:  If you have not received a tracking number by email, you can check your status by going to the Order & Tracking submenu of your online profile.  If you have already received your tracking number, you can trace your package with Canada Post by visiting Canada Post's website at www.canadapost.ca or calling 1-888 550-6333 Monday to Friday between 8 AM and 6 PM local time. Packages shipped with Purolator can be tracked from their website at www.purolator.com or by calling 1-888-744-7123 Monday to Friday between 8 AM and 6 PM local time. Canpar packages can be viewed on their website www.canpar.com or you can contact them for an update at 1-800-387-9335 between 8:00 a.m. and 6:00 p.m. EST Monday to Friday. If tracking is not available, please contact us by emailing webmail@axemusic.com.


E-Store Shipping:

Q:  Will there be a signature required to deliver my product?
A:  For all orders with a value of $50 or more, a signature will be required for delivery.  If there is no one available to receive the shipment, it will be held at your closest depot for pickup. 


Q:  How long does it take to ship out an online order?
A:  Delivery of your online order is subject to the availability of inventory and the shipping method selected.  If the item you ordered is in stock, it usually ships within 2 business days.  Delivery is subject to availability.  Items that are out of stock will be shipped as soon as possible upon their arrival from the manufacturer/publisher.  Please take shipping time into consideration when placing your order. 


Q:  Is there a time cut off for requesting the next day shipping options?
A:  Yes.  Any next day shipping requests that have been submitted after 1 pm EST will be shipped out on the next business day. 


Q:  What does "shipping allowance" mean?
A:  All purchases qualify for a free shipping allowance. For most orders, this allowance will cover the entire shipping cost. If there are any additional shipping costs, you only pay the difference between our shipping allowance and the actual cost. Any additional costs will be clearly disclosed at the checkout page.


Q:  Do you ship outside of Canada?
A:  We do not currently ship outside of Canada.


Q:  Do you ship to all provinces and territories in Canada?
A:  Yes.


Q:  Can my online order be shipped to my PO box?
A:  Yes.  PO box addresses may be subject to additional shipping charges that will be applied at checkout.


E-Store Returns/Exchanges/Repairs:

Q:  I received my online order but I was shipped the wrong item.  What should I do?
A:  Please contact us by phone or at webmail@axemusic.com to notify us of the error and we will arrange to have it picked up.  Once we receive the returned order we will send out the appropriate item.


Q:  My product no longer works. Who can help me?
A:  If you have a warranty issue, please email us at webmail@axemusic.com.  We will arrange for it to be fixed or replaced ASAP. 


Q:  How long do I have to return my online order item?
A:  All purchases may be returned within 30 days for a full refund.  The item must be in new condition, complete with all of the original packaging.  Exceptions - special orders, computer software, print music, harmonicas, and earplugs/in-ear monitors. Any items purchased as a Christmas gift after November 1st will be accepted for return until January 15th.  Returns can be made at your local retail location, or please contact us to arrange for a return pickup.


Miscellaneous:

Q:  I posted a review, why doesn't it show up?
A:  Reviews are updated once a week.  Please note that our reviews are moderated and will not be posted if they include vulgar language or inappropriate content.


Q:  I am looking for a specific brand and can't seem to find it.  Is there a listing of which brands you carry?
A:  For a complete listing of the brands we carry, you can CLICK HERE.  Please note that this list is constantly being updated.  Not all of the products that we have are available online.  If you cannot find what you are looking for, please call us at 1-866-373-3293 (Monday-Friday 9 AM to 6 PM EST) and we will search our database for you. 


Q:  I bought a guitar last month and now it is on sale.  Can I get my money back on the difference?
A:  Yes.  AXE Music will match the verified price of any in-stock product from any retailer in Canada, both at the time of purchase and up to 30 days after purchase.