How can we help?

FAQ

FINANCING

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. 

How do I use Financing as a payment option?

We currently have financing with Flexiti available for in-store purchases. 

We will have financing online shortly.

IN-STORE PICK-UP

How do I arrange for In-Store pick-up?

To place an order for Pick-up:

1) Log-in to the website. If you do not already have a username and password, you will need to create one using the Log-In/Create Account link at the top right of any page on our website.

2) Set the website to the location you would like to pick-up from by using the "Choose a Store" button on the top left area of any page on our website.

3) Create an order for pick-up by selecting 'IN-STORE PICKUP' on the items page before you add it to your cart.

4) When you have added all your items to your cart proceed to the check-out area to complete your order.

5) You will receive an email confirmation of your request for In-Store Pick-up.

6) When your order is ready for pick up you will receive a NOTIFICATION with your Pick-up number and the total of your order.

7) Pick-up orders are paid for at the time and location of pick-up.

The Item I want to buy is out of stock at my chosen store, can I still order it for pick-up?

You can add out of stock items to your cart for pick-up or delivery.The item will either be transferred from it's present location or purchased from our suppliers depending on our total stock level.You will be notified with an order request confirmation and an ETA.Some items may be considered "Special Orders" and require a deposit.

I just placed an In-Store Pick-up order. Do I Just walk in and pick it up?

After you place your order you will receive a confirmation of pick-up request.  Once your order has been assembled and is ready for pick-up you will receive a pick-up number.

If there are any problems or delays, you will be notified with the specifics and options. 

Response time is approximately 2 hours during store hours.  Please see OUR STORES for store opening hours.

Can I pay for an In-Store Pick-up order online?

Orders for In-Store pick-up are paid at the time and location of pick-up. 

In the case of a "Special Order" which requires a deposit, arrangements can be made for you to pay the deposit portion on-line.

Why am I getting an estimated pick-up price?

Some manufactures may impose a minimum advertised price (MAP) on some products which we are contractually bound to display on our website, these items may be less expensive in-store.

You will receive the final total of your order with your pick-up number.

I placed an order for In-Store Pick-up in a city with multiple store locations, can I change my mind as to where to pick up or have the item shipped to me instead?

a. Once we confirm all goods are ready for pick-up you can request that the goods be transferred to another store location for pick up. Please note that inter-store transfers can take from 1-4 days depending on availability of our delivery truck.  You will be notified when you order is ready for Pick-up at the new location.

b. If you want item shipped to you, you will be contacted with shipping fees (where applicable) as well as a request for shipping destination information.

INVENTORY AND STOCK

Does the inventory on your website include the retail stores?

Yes. If you plan on making an in store purchase and would like to check stock you can call the Steve's nearest you. You can find our locations here or call toll free at 1-877-978-3837 and follow the prompts.

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

YES! 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.

Can items labelled out of stock still be purchased?

Yes you can order products marked out of stock items that are no longer available are removed from the website.  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.

PAYMENT OPTIONS

Payment Options

Website:

-VISA (most prepaid versions accepted)*
-MasterCard (most prepaid versions accepted)*
-PayPal


*Accepted from Canadian Financial Institutions only.


Optional Methods:
Must be arranged on a one to one basis, contact support@stevesmusic.com for more information.

-PayPal Invoice
-Bank Transfer

Bank transfer information:

Company name & address:
Steve's Music Store Inc.
123 Ave Labrosse
Pointe-Claire, QC 
H9R 1A3


Bank info:

Toronto Dominion Bank
3131 Boul De La Cote-Vertu
Saint-Laurent, QC
H4R 1Y8


Canadian Account:
Institution #004
Transit #03611
Account #8262-5268224

---------------------------

US Account:
Institution #004
Transit #03611
Account #7300897

BANQUE SWIFTCODE: TDOMCATTTOR

SHIPPING & INSURANCE

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

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

What is 'shipping weight' and how is it calculated.

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.  Very large objects (over 4 feet) are also subject to an oversize charge by the shipping companies.

As an example an acoustic guitar ships in a box averaging 47" x 23" x 7" = 7567/166 = 45.58 = 46Lbs Volume Weight.

Do I need to take insurance?

- The option to take insurance is yours to make and will be presented to you during the check-out process.

- Domestic shipments enjoy automatic insurance of up toone-hundred-dollars ($100.00) or the value of the shipment, whichever isless.  If your order is over $100 and you want its delivery insured in full, take the insurance option.

- Once the package leaves our hands we no longer have control of nor are we responsible as to its handling. Westronglysuggest taking insurance, especially on more expensive and more fragile items.

If your package arrives visibly damaged you should refuse delivery.  

We ship all parcels withAdult Signature Required.*   When you sign for a package you are confirming with the carrier that the package arrived in good condition and terminates any insurance that may be in place.
Do NOT accept packages with visible signs of damage.   While we do re-use boxes for environmental reasons they are always in good condition and paper wrapped.

If you have questions or concerns, feel free to contact us at: Toll free: 1-877-978-3837 or support@stevesmusic.com

*This requirement does not allow for items to be "left at the door"  If you want your item left at the doorAT YOUR OWN RISK you may make the request in the message area during check-out.

SHOPPING AT STEVESMUSIC.COM

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

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

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

Presently Steve'sâ„¢ 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'sâ„¢ 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 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 1 for web sales from the options.  We can send you a remote invoice you can pay using your pre-paid card or arrange for an e-transfer or bank transfer.

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

or call us Monday - Friday 9am -4pm at 1-514-360-8910

Free shipping does not apply to foreign orders.

How do I use a Steve'sâ„¢ Gift card at stevesmusic.com?

To use your Steve's™ Gift card online, you need to have an account on the stevesmusic.com website.  If you don't already have one, simply click the LOGIN link in the top right area of stevesmusic.com homepage and click the red REGISTER button in the CREATE AN ACCOUNT area and follow the steps required.

Once your account is established you will need to send an email to support@stevesmusic.com with the following information.

Full Name
Phone number
Giftcard number including the letter before the number.
Your 7 digit invoice number that you recieved with the card or may be written on the back of the card.
The portion of the card you would like to have in your web account.   It can be all of it or just a portion*.

*If you opt to just use a portion for your online account the remainder stays in your in-store account at your disposal for use in-store or you can later request it be transferred to your web account.   Likewise credit in your web account can be transferred to your in-store account via an email request to support@stevesmusic.som.

What is the Return policy for online sales?

For information about returns, please see our TERM OF USE section, found here.

Get in touch

Have questions about your order, or a general enquiry?