Frequently Asked Questions (FAQ)

If you should have questions that are not covered in this FAQ, please contact us by email or call toll-free at 1-888-849-9021.

General:
How safe is shopping on the web?
How do I place an order online?
What about credit card security?
 
Shipping:
How long will it take to receive my order?
Does Musicians Web Store offer International shipping?
If I order more than one product, will I have to pay for shipping on each of the items?
What are the shipping costs?
Who are your courier/shipping partners?
What about insurance?
Can I ship to a PO box address?

Products:
Why are prices not listed for New Yamaha Pianos?
Why can I not purchase a Yamaha piano online?
 
Payment:
Will I receive a receipt for my transactions?
What are my payment options?
How is tax calculated on each sale?
 

Purchases & Returns:
How do I replace or return a defective product?
Can I purchase on-line and pick up my order at Music Gallery Store?
How long will I have to wait for a credit note?
Can I exchange a purchase?
 
The Musicians Web Store Website:
What if I find a misprint or an error?
Who can I email for issues regarding your retail store?
Does the Musicians Web Store website use "cookies"?

 

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Shopping on the web.

When dealing with reputable companies, shopping on the web is as safe as traditional shopping with a credit card. The company that owns Musicians Webstore has been in business for over 25 years. All the information we collect when you make a purchase is transferred via secured servers which encrypt the data. Every time you make a purchase, your credit card information is read by banks and other participants for the sole purpose of processing the transaction. Although we cannot make guarantees on their behalf, we can proudly say that we have selected our partners with security as a main criteria. Once the information reaches us, it falls within our policy of nondisclosure. We will use the information only within the normal course of running our business and not share it with other parties.

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How do I order online?

Placing orders from our website is simple, fast, convenient and safe. All you need is Internet access, a browser and an email address. Select the item you want, add to cart, keep shopping or check out. All you need to do is follow the prompts and you'll be done in no time!

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Will my credit card number be safe?

We use the most robust SSL technology available, which is based upon a 128-bit algorithm, available for use only in North America. This encryption technology is so effective that the US government will not allow the technology to be used outside it's borders for security reasons. We use this standard secure server technology to encrypt all information gathered from our customers at the time of purchase. This means that the information is encoded and is unreadable while it travels to our server. In fact, using your credit card at www.musicianswebstore.com is considered safer than using it at a restaurant or gas station.

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Why are prices not listed for New Yamaha Pianos?

Due to dealer policy agreements with our supplier, we are unable to display prices online. 

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Why can I not purchase a Yamaha piano online?

In accordance with our supplier dealer agreement, these products (Yamaha Pianos) are only available for sale within Ontario and are not available for sale over the Internet.

If you would like to purchase any of these products, please contact us or call toll free 1-888-849-9021.

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Will I receive a receipt for my transaction?

Yes. At the end of your transaction, you are shown an Order Summary screen. Please print this page from your browser as a record of your transaction. You will also receive an order confirmation and a shipping notification by email which you can retain for your records but will not be used as a receipt. Your official receipt will arrive with your order.

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What are my payment options?

For your own security, we accept payments by credit card and PayPal only; we welcome Visa and Mastercard. No CODs or payment by cheque.  Should you not wish to convey your credit card information online, simply choose the email option at checkout, and we will contact you by phone or email for payment processing. All prices are in Canadian dollars.All orders outside of North America must remit payment via PayPal.

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Tax calculation

GST (5%) will be added to all Canadian bound shipping. Ontario sales tax (8%) will be added if product is sent to an Ontario based address. Nova-Scotia, New Brunswick and Newfoundland bound gifts will be charged 13% HST (harmonized provincial and federal sales tax).  Some of our products are PST exempt (i.e.. Music Books).  Upon checkout of your cart, all taxes will be displayed for your convenience.

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Does Musicians Web Store offer International shipping?

We gladly ship to ANYWHERE in the world.  Orders outside of North America will require additional correspondence due to logistic concerns. Of course, prices will vary depending on location and the product ordered.  At present, our free shipping offer is only offered to our Canadian and US customers (excluding Alaska and Hawaii).

Approximate Shipping Time:

Please note these shipping times are our best estimates based upon information from the carriers. To all of our American friends and customers please note that sometimes shipments get held up in customs and can take longer to arrive at their destination. We apologize for any inconvenience this may cause but this is beyond our control. Thank you for your understanding and patience.

 

Destination	Regular Mail Large Cities	Regular Mail Rural Area	Express Mail Large Cities	Express Mail Rural Area
Ontario/Quebec	2-4 days	3-5 days	1-3 days	5-7 days
Maritimes	4-7 days	5-10 days	4 days	5-7 days
Western Canada	4-7 days	5-10 days	4 days	5-7 days
USA (lower 48 states)	within 14 days	within 21 days	within 10 days	within 14 days

PLEASE NOTE: All delivery times are shown using business days and are only to be used as a guideline. When we ship items across an international border we have no control over the time it may take to clear customs.

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If I order more than one product, will I have to pay for shipping on each of the items?

A shipping rate will be applied to an entire shipment regardless of the number of products shipped. When several different products are purchased at once, the shipping cost applied to your bill will be based upon *the gross amount of the pretax sale in each shipment.

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What are the shipping costs?

Shipping cost will vary depending on the service and the product you've selected. Shipping fees are rates based upon value of purchase. In circumstances where weight and dimension create an exception to this protocol, unique and special shipping arrangements will be relayed via email. In these cases, shipping fees will be determined by exact weight and dimension against our shipping providers rate table.   In any case where shipping costs exceed this flat fee, personal contact via email or phone will be necessary to confirm shipping details.

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If I order today, when can I expect to receive my order?

When you will receive your order will depend on the availability of the product and the shipping method you have selected.  All delivery times are listed in business days, Monday to Friday. Weekend orders (Friday cutoff is 1PM) are processed the following Monday (statutory holidays the exception and processing/delivery times are adjusted accordingly). Most orders placed by 1PM Eastern Time will be processed and shipped that same day, with exceptions. You will be contacted if there is any reason for delay.

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Who are your carriers/couriers? Can I select my own service?

Musicians Web Store uses recognized carriers such as DHL, UPS, Fed Ex and Canada Post for all shipping concerns elsewhere. In most cases, once you have been shipped your order, you can track the shipment at the selected carrier's site by submitting the waybill number of your order, which we supply to you in an email, once your item is shipped. We choose whichever carrier can provide the quickest and most efficient service at the time of shipping.

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What about insurance?

Musicians Web Store provides you with the option of selecting insurance for your purchase at checkout. Our experience has shown it is in the best interests of the customer to insure the product, but we leave the decision to you.  

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Can I ship to a PO box address?

Orders being sent to PO boxes and rural route address must include a physical street address.

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Return policy and procedure.

Print Music and opened software are non-refundable and non-exchangeable.
 
HARMONICA WARRANTIES: All Harmonicas (Hohner, Lee Oskar, Seydel, Suzuki) are warranted to be free from manufacturing defects and in tune at the time of purchase. Any instrument found to contain manufacturing defects or other noticeable imperfections at the time of purchase will be, at the manufacturer's option, repaired or replaced at no charge to the customer. Please take note, however, that harmonicas are not warranted against usage, accidental damages, negligence or tampering.
 
If, in the rare circumstance, the harmonica you received is defective, please call us at 1-888-849-9021 and we can provide the address for the authorized service depot.
 
If a product arrives in unsatisfactory condition, and is deemed defective by our suppliers, we will exchange the item.  In the event the product is no longer available, we will replace the item by a product of your choice of comparable value.
Please email orders@musicianswebstore.com and request an RMA (return merchandise authorization) number and return instructions. Along with the receipt details (number and date of purchase, amount of purchase, method of payment) please include any relevant details relating to the circumstances that are responsible for the return. Products can either be returned by mail, or can be brought physically into our retail showroom at 14 Hester Street, Hamilton, Ontario, Canada L9A 2N2.
All shipping costs related to the return of an item are the responsibility of the buyer. Please do not return a product without an RMA number, we will not be able to process any refund or exchange without it. 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, a 25% restocking charge may apply. Returns after 15 days will NOT be accepted.
Once the item leaves our warehouse it is the responsibility of the carrier. We strongly recommend insuring your purchase so that a claim may be made with the carrier in the result of damage, loss or theft. Unfortunately, we cannot guarantee expected delivery dates (see shipping policy). We cannot therefore issue credits for late deliveries due to shipping delays by the carrier.
PLEASE NOTE: We DO NOT ACCEPT RETURNS on special orders/non-stock items, discontinued or clearance items, software, books, CD's, clothing, opened or used strings, internal earphones, harmonicas, drum heads, or sticks, bulbs, or tapes.
*Sale items and clearance items may not be exchanged and are final sales. If in doubt, please ask.

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Can I purchase on-line and pick up my order at The Music Stand store?

Yes. At checkout, select 'pickup' as the shipping method, and save on shipping. If you should pick up any item from our branch location, you may not return the item without having contacted Musicians Web Store for a RMA (Return Merchandise Authorization) number.

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How long will I have to wait for a credit note?

The credit note will be issued within six to eight weeks of receipt and verification of the merchandise's return and confirmation of liability of damage or malfunction.

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Can I exchange my purchases?

You may exchange your item within 15 days of it's purchase. All exchanged items must be in saleable condition, with manuals and packing materials. You must include your receipt indicating the item and the date of purchase.
*Sale items and clearance items may not be exchanged and are final sales.  All products which are final sales will be clearly indicated.  If in doubt, please ask.

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What if I find a misprint or an error?

Please contact us by email and let us know so that we can correct the problem.

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Who can I email for issues regarding your retail store?

Simply click on the "Contact" link available at the top of our webpage.

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Does Musicianswebstore.com use "cookies"?

Yes. A "cookie" is an identifier that we place on your computer. You can see what cookies you have and you can choose to delete them at anytime through your browser. We use cookies to make it easier for you to shop. Cookies allow us to make our site more interactive and to give a better shopping experience. You may disable the cookie feature in your browser if you wish.

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If you should have questions that are not covered in this FAQ, please contact us by email or call toll-free at 1-888-849-9021.

Customer service is available Monday to Friday 11AM to 8PM EST.