“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 the monthly financing amount on the items webpage include the taxes or shipping?


No. The amount shown on the items page does not include taxes or shipping.
The website needs to know where you are or where you want to ship to in order
to be able to make these calculations.

To find out what the total monthly amount will be, follow these steps.

Following these steps will NOT commit you to purchase anything,
you will simply be using the website as a calculator,
You may exit at any time.

Place the item(s) you would like to finance in your shopping cart by
clicking the 'Add to Cart' button for each item you would like to purchase.

Go to your shopping cart by clicking on 'Go to Cart'.

Check that the delivery address is correct. If not edit as required.

Click the Terms and Conditions check box.

Scroll down and select AccordD as the method of payment
and choose the length of time for financing using the drop-down box
on the right.

Click the check box to request additional credit.
"I am requesting that the Fédération des caisses
Desjardins du Québec increase my Accord D credit limit if the amount of
this purchase exceeds my current available limit.”

Click Continue Checkout.

You will now be on a page that will show you the details of your transaction.
The interest rate, the term and the amount of the monthly payments.
Lower down on the page you will find the details of everything included in
the monthly payments.




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

Is there a minimum for financing?


Financing requires a minimum purchase of $200.00. It can be a single item of $200 or more or several items totaling $200 or more. The financing is on the total purchase including taxes, insurance (if taken) and shipping (if applicable).

How do I use Financing as a payment option?


Steve's™ Music instant on-line financing is with Desjardins Visa AccordD.

-You must have a VISA Desjardins AccordD card to use this option.-
To obtain a ViSA Desjardins AccordD account please visit:
http://www.desjardins.com


A:At the first Checkout page choose AccordD as your method of payment.
You will then be presented with 2 drop down boxes.
The box on the left may or may offer different financing options depending
on and specials at the time of purchase.
The box on the right allows you to select the term (length) of financing
from 3 – 60 Months.

How can I calculate how much & how long the monthly payments will be?


If you do not already have one, create a user account by clicking on REGISTER just below the search box on the website. Place the item(s) you would like to finance in your shopping cart by clicking the 'Add to Cart' button for each item you would like to purchase. Go to your shopping cart by clicking on 'Go to Cart'. Check that the delivery address is correct. If not edit as required. Click the Terms and Conditions check box. Scroll down and select AccordD as the method of payment and choose the length of time for financing using the drop-down box on the right.

Click the check box to request additional credit. "I am requesting that the Fédération des caisses Desjardins du Québec increase my Accord D credit limit if the amount of this purchase exceeds my current available limit.” Click Continue Checkout. You will now be on a page that will show you the details of your transaction. The interest rate, the term and the amount of the monthly payments. Lower down on the page you will find the details of everything included in the monthly payments.

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.