“IF WE DON'T HAVE IT,
YOU DON'T NEED IT!TM

IF YOU CAN'T FIND IT HERE,
CALL US TOLL FREE:

1-877-978-3837

Frequently Asked Questions

FINANCING

Does Steve's Music Offer Financing?


Desjardins has ended their In-Store & Online AccordD Financing Programs.

We will be offering a new financing plan with Flexiti shortly.

If you would like to be informed when the our new financing options become available, please subscribe to our newsletter by clicking the link below.

Click here to subscribe

SHIPPING & INSURANCE

My purchase is over $200.00 why is there a shipping charge being applied?


Free shipping is applied to orders of $200 or more, 35 lbs or less by weight and volume.

Please note:

Free shipping is applied to orders of $200 or more,
35 lbs or less by weight and volume.
Please note that all shipping quotes, including all featured promotions,
exclude the Northwest Territories, Yukon Territories, Newfoundland, Nunavut,
Labrador and non-metropolitan areas as designated by Canada Post/Purolator.
Orders to these locations need to be calculated by our shipper.
All customers in these areas are advised to contact us at:
Toll free:1-877-978-3837 or shipping@stevesmusic.com

Why does the website say this item is 40Lbs!? (eg: acoustic guitar)


When a package exceeds a predetermined size, transport companies convert 'dimension' to 'weight'. The size of the package is measured and the following formula is applied to determine it's "shipping weight"

{in inches} (length x width x height)/166= shipping weight

Do I need to take insurance?


The choice is yours for items below $1000.00.

By default the insurance option is enabled, you can disable it at Checkout
if you desire. Once the package leaves our hands we no longer have control
as to its handling. We strongly suggest taking insurance, especially on more
expensive and more fragile items.

If your package arrives visibly damaged you should refuse delivery.

Orders over $1000.00 automatically have insurance charges added.

If you have questions or concerns, feel free to contact us at:

Toll free: 1-877-978-3837 or support@stevesmusic.com

SHOPPING AT STEVESMUSIC.COM

Why do I have to create a user account to buy anything?



Your user accounts provides the website with the information needed to properly calculate taxes in your area.

Your account details are also needed to calculate shipping charges where applicable*



Please note:



Free shipping is applied to orders of $200 or more,

35 lbs or less by weight and volume.

Please note that all shipping quotes, including all featured promotions,

exclude the Northwest Territories, Yukon Territories, Newfoundland, Nunavut,

Labrador and non-metropolitan areas as designated by Canada Post/Purolator.

Orders to these locations need to be calculated by our shipper.

All customers in these areas are advised to contact us at:

Toll free:1-877-978-3837 or shipping@stevesmusic.com

Why doesn't the "Continue Checkout" button work!



At the top of the first checkout page you must agree to the

'Terms and Conditions' by clicking on the check box (a check mark appears).

You can click the link to read the terms and conditions.

Why can't I "Continue Checkout" after applying a coupon code?



After applying a coupon code the total is recalculated and you are brought back to the top of the page you must click on the "Terms and Conditions" check button to continue.

When I try to pay with my credit card, why do I keep getting declined?


Presently Steve's™ Music only accepts credit cards issued by a Canadian Financial Institution.

The website does not accept debit cards.

As a measure to protect our customers against fraud, Steve's™ Music employs the 3DSECURE service for credit card transactions. If you have not previously set up a 3DSecure or VisaSecure account for your card you will be re-directed to your financial institution to do so on your first purchase.

The information you provide at the 3DSecure or VisaSecure site is between you and your issuing bank. Steve's™ Music does not receive any of this information. The information provided must exactly match the information associated with the credit card being used for the transaction The Billing Address must exactly match the statements or the transaction will be denied.

The website declined my transaction but my statement says the transaction went though.



Occasionally the issuing bank will allow a transaction that 3DSecure will reject. In these cases the funds have been rejected by 3DSecure and are instantly returned to the issuing bank. Usually the funds revert back to your account within 48 hours although the banks tell us it could take from 3-5 business days. If you are unsure of what has happened you can contact us toll free Mon-Fri 10am-5pm EST



Toll Free at 1-877-978-3837 or support@stevesmusic.com

I don't have PayPal or I have a PrePaid credit card that doesn't work on your site. How can I make a purchase?


Please call us toll free at 1-877-978-3837 select web sales from the options and we can send you a remote invoice you can pay using your pre-paid card.

Do you ship outside of Canada?



Due to dealer agreements, foreign orders must be dealt with on an individual basis. You should email your request including all the items you would like to purchase and the delivery address to:



support@stevesmusic.com



Free shipping does not apply to foreign orders.

Can I purchase online and pick-up in-store?


No. Purchases made via the website must be delivered to the validated shipping address.

You can call the location where you wish to make your purchase or to check for stock and/or make arrangements to have an item(s) put on temporary hold.

By calling toll-free: 1-877-978-3837 and following the voice prompts.

INVENTORY AND STOCK

Does the inventory on your website include the retail stores?


Not necessarily. If you plan on making an in store purchase and would like to check stock you should call the Steve's nearest you. You can find our locations toll free at 1-877-978-3837 and follow the prompts.

I don't see it on your website, can you get it?



If you don't see it on our website you can inquire at support@stevesmusic.com



or call 1-877-978-3837 and select Web Sales from the available options.

How come this item is never in stock but says it is available for purchase?


It is impossible for any store to have every item of every product line in stock. Some items are 'special ordered' when you place your order. You can request an ETA on an item by contacting us at: Toll-free 1-877-978-3837 or support@stevesmusic.com

Certain instruments are only delivered to us on a seasonal basis.

PRICE

Do you price match?


We will not be undersold, pending validation and verification.”
If you find the item at a lower price in a store that is
authorized to sell the product in Canada, and can provide a quote and/or
a web link for verification we will beat the price.

SPECIAL OFFERS

My order status is Special Order. Is there any reason not to cancel it?


Yes. There are several reasons.

Price protection. If the price of the item increases, this increase will
not affect you.

Availability. If we don't have stock, chances are no one else does either.
As soon as your order is placed your item is reserved for you.