TOLL FREE ORDER LINE: 1-866-373-3293 (Mon - Fri 9AM-5PM MST)

Canada’s Musical Instrument, Audio and Lighting Superstore FAQ

Here are a few of the most frequently asked questions that we receive and answer. Hopefully this page answers your questions as well! If not, please send us an email with your inquiry and we'll do our best to answer you right away.

Thankyou, the AxeMusic Online Team.



Is online ordering from Axe Music secure?


Axe Music employs technology called SSL (Secure Socket Layer) to ensure the highest level of security for your online transactions. All sensitive information (credit cards, phone numbers, addresses, etc.) is encrypted for transfer to our server. It won't be able to be intercepted and decrypted because the key resides only on our network servers. proudly displays the Verisign logo to assure you of our commitment to making your online purchase safe.


How can I pay for my order?

Axe Music accepts several methods of payment!

Credit Cards
We accept most major credit cards and debit cards with the Visa and Mastercard logos. Your credit card is billed when the item is ordered. Shipments to an alternate address (an address other than where your credit card statements are mailed) may result in processing delays. We only accept credit cards with billing addresses in Canada. Your card will be charged when your order is placed. Our secure server is the best - and safest - way to shop, but we will also take your order by phone or email. We do not accept personal checks, sorry. We do not offer an installment or a layaway plan online, nor do we ship COD.

Interac Online
Interac Online allows you to shop at online and pay for your purchases easily, directly from your bank account. Best of all, it’s easy to use. Because payments made with Interac Online are conducted through your existing online banking, you don't need to sign up or create any new passwords or accounts.

How Interac Online works: at the checkout

When you choose to pay with the Interac Online payment option in the shopping cart you will be guided through these simple steps when you're ready to check out:

• The website will redirect you to the Interac web page, prompting you to select your online bank.
• Login and select the account you want to pay from. You will be prompted to confirm the payment amount.
• You will then be returned to the website for the confirmation page, where your order will be processed.

PayPal Express Checkout
When you choose to pay with the PayPal Express Checkout option in the shopping cart you will be guided through these simple steps when you're ready to check out:

• The shopping cart will redirect you to the secure PayPal site to login to your account.
• You will review and confirm the shipping info for your purchase.
• Complete the Payment and Paypal will fulfill the order with

Money Orders
We gladly accept money orders denominated in Canadian currency and drawn on a Canadian bank. Payments are posted within one business day from the date of receipt. In the event items associated with your order are not available from stock, we will notify you within 48 hours with an estimated ship date.

Direct Bank Transfers
You may also directly deposit the payment for your order into our bank account. Please let us know if you have used this option as the bank will not call us immediately. Please be careful to make sure the amount deposited is exact as some banks will charge a service fee for this service. Axe Music will not accept responsibility for any service or transaction fees as result of using this service.

Our Direct Deposit Bank information is:

Toronto Dominion
Transit #82449 Acc't #0839-0340400.


How do I make changes to or cancel an order I made online?

You can add or delete items at any time during the order process before you give final confirmation of the order. After your order has been submitted, you can still change the order by contacting an Axe Music Associate via EMAIL HERE or by phone @ 1-866-373-3293 as long as it has not already been shipped.
If you need to cancel your order after you submit it, please contact us by calling 1-866-373-3293 or SENDING US AN EMAIL HERE requesting your order to be cancelled.


What is Axe Music’s return policy?

Returns will only be accepted within 30 days of your purchase. All returns are subject to a minimum 10% restocking fee. The freight charge for both ways (Freight charges, if applicable, originally paid by Axe Music, aka "Free Freight") will be deducted from your refund on top of the restocking fee. 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, additional charges may apply. Returns after 30 days will NOT be accepted.

No returns on special orders/non-stocks, discontinued or clearance items, software, books, cd's, clothing, opened or used strings, internal earphones, harmonicas, drum heads, or sticks, turntable cartridges, bulbs, or tapes.

Axe Music does not give cash refunds if you paid by Visa or Mastercard you will be refunded by a credit to your card (processed within 7 business days). Other Authorized returns will be at your choice, credited on Account, Exchanged, or Axe cheque (processed within 7 business days).


What are Axe Music's shipping policies?

FREE SHIPPING on Most Orders Over $20!

Valid on orders over $20.00 before tax and insurance only. The Free shipping is applied to your order automatically in your shopping cart.
Good for free ground shipping to most anywhere in Canada.
Regular shipping fees apply for all purchases that total under $20.00 before tax and insurance charges. Free shipping is valid with purchase only. Outbound shipping will be deducted from the refund, if the item or items that shipped free are returned.
This is a limited offer that may be changed or revoked at any time.
Purchase amount is calculated before GST or HST and does not include shipping insurance.
Free shipping does not apply to oversized items and/or "Beyond Point" areas; for example ALL of the Northern Territories (Nunavut, Yukon and Northwest Territories) and ANY other areas dictated by Loomis/DHL Courier. We will still subsidize your freight but extra shipping charges may apply – you will be notified of any additional costs prior to shipping. "Beyond Point" deliveries may be shipped via Canada Post Expedited Parcel if necessary and AXE Music reserves the right to use Canada Post Expedited Parcel service if a P.O. Box or rural address is specified for delivery. Axe Music reserves the right to revoke this limited time offer at any time.
Note: Orders are shipped complete, we will hold all items until we are able to ship entire order at one time.
Click HERE for more details on the Shipping Policy
"Beyond Point"
An additional charge may be applied where the destination point is deemed by Loomis/DHL to be remote or is not serviced directly by Loomis/DHL. An additional charge may also be applied where an area is deemed by Loomis/DHL to be rural in nature.


No Provincial Sales Tax?

Axe Music only collects GST (5%) or HST (*if applicable to your home province).


Does Axe Music ship internationally?

No. At this time, Axe Music is shipping only within Canada.


Is my order covered for damage and loss during shipping?

All items purchased from AXE MUSIC are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier. Purolator and Loomis/DHL covers the first $100 CND dollars of value.
Axe Music supplies, and highly recommends, Extra Shipping insurance against shipping damage or loss. This Insurance is made available on your order at the time of checkout for a surcharge of 3.25% of the equipments value. The Axe Shipping Insurance will cover your purchase for 100% replacement or repair. If you are required to make a claim for this insurance coverage please contact an authorized Axe Music Manager at 1-866-373-3293 or by SENDING US AN EMAIL HERE


What is Axe Music’s Warranty Policy?

Axe Music is an authorized dealer for all brands we carry on our site and in our stores. All brand new items come with a manufacturers’ warranty. We strongly encourage you to fill out and send the warranty cards to the manufacturers upon receipt of your purchase. You have 2 options should your instruments need warranty repairs covered by the manufacturer:
1. Contact the Axe Music Service Manager at 1-800-293-0983 and send the instrument to us and we will take care of warranty evaluation and repair. The customer will be responsible for shipping charges to and from Axe Music.
2.The next option is to take the instrument to the local authorized repair facility and have the warranty repairs done there.
In the case of any warranty claim, you will be responsible for providing your original bill of sale.


Does Axe Music have a privacy policy?

Yes. Your privacy is important to Axe Music! We will not share any personally identifiable information with anyone for any reason without your permission.

How We Use Your Information
When ordering, you will create a personal account. Through this account, you provide certain types of information such as physical address, telephone number, email address, credit card number and expiration date. Without this information, an order cannot be shipped and/or billed. An email may be sent to you, or a phone call made if there is any trouble processing your order. We use various shipping companies to deliver your order, and a credit card processing company to bill you for those goods and services. These companies do not retain, share, store nor use personally identifiable information for any secondary purposes. We will not sell, share, nor rent information to any third party marketer without your express knowledge and consent as outlined in this statement. As we continue to develop our business, we may sell or buy stores or assets. In such transactions, customer information generally is one of the transferred business assets. At that time, information may be shared with the parent, subsidiary or merger partner involved in the transaction.

Correcting & Updating Your Information
If there is a change to be made to your personally identifiable information - such as a zip code, email address, or area code changes - such editing may be done to your online profile when confirming your personal information at the time of your next online purchase or by contacting Axe Music at 1-866-373-3293.

Surveys & Contests
From time-to-time this site may request information from you via surveys or contests. Participation in these surveys or contests is completely voluntary. Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.

We take every precaution to protect your privacy. When you submit sensitive information via the website, the information is protected both online and offline. When sensitive information such as a credit card number is required, that information is transmitted with the most advanced encryption software in the industry - SSL. All personal information is protected offline as well in our restricted offices. Only employees who need the information to perform a specific job (for example, a billing specialist or a customer service representative) are granted access to personally identifiable information. The computers on which information is stored are kept in a secure and closely monitored environment.

Log Files
For each visitor to our site, the web server automatically recognizes and collects, where possible, the domain name/IP address, pages visited, length of visit, and other general usage data. This information is not linked to personally identifiable information. It is collected and stored with the same information from all visitors in a log file. This log file is then used to determine general site usage patterns and to analyze trends so that a more useful, streamlined experience may be provided.

A cookie is a piece of data stored on your hard drive. Cookies allow us to optimize your experience on the site. For instance, by setting a cookie, you would not have to log in a password more than once, thereby saving time. Usage of a cookie is in no way linked to any personally identifiable information while on this site. Once you close you browser, the cookie simply terminates. If you reject the cookie, you may still use this site. However, your usage in some areas of the site may be limited.

We do not sell products for purchase by children. We sell children's products for purchase by adults as a small percentage of our business. If you are under 13, you may use this site only with express permission of a parent or guardian. Children under 13 may not register on our site without the express written consent of a parent or guardian.

When Leaving This Site
This web site contains links to other, non-affiliated sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage you when you leave this site to read the privacy statements of each and every web site that collects personally identifiable information. This privacy statement applies solely to information collected by Axe Music.

Take Privacy Seriously
We believe our Policy provides you with the safest shopping experience possible. Since offerings and technologies change, we reserve the right to change, modify, add or remove portions of our Privacy Policy at any time without prior notice. If policy changes are substantial, we will do our best to notify you. If you have any questions about the security of our website, or your privacy, please contact us by EMAIL HERE.


Misprints and Errors, Product Availability, Prices, and Orders Policy endeavors to provide current and accurate information on the Web Site. Nevertheless, misprints or other errors may occur. Accordingly, reserves the right to change the prices, fees and charges regarding the goods and services available through the Web Site at any time and from time to time without any notice or liability to you or any other person. Also, cannot guarantee that goods or services advertised on the Web Site will be available when ordered or thereafter. also reserves the right at any time to reject, correct, cancel or terminate any order. If you order goods or services for which the price was incorrectly displayed, will provide you with an opportunity to cancel your order. If you order goods or services that are not available, will notify you by email. reserves the right to limit quantities available for sale.
The advertisements on the Web Site are invitations for purchase orders, and are not offers to sell. Your properly completed and delivered order form constitutes your offer to purchase the goods or services referenced in your order.
If you wish to cancel an order, please contact us by EMAIL HERE to request a cancellation. Please be aware that may not receive and process your cancellation request before it accepts and processes your order, in which case your cancellation request may not be effective. If there are any issues whatsoever we will do our best to rectify the situation ASAP, your satisfaction is our #1 priority.


Who do I contact if I'm having problems with your Web site?

If you experience any problems when using the Axe Music web site, please contact us by calling 1-866-373-3293 or SENDING US AN EMAIL HERE.


Can I contact the team by phone?


AXEMUSIC.COM Telephone Order Desk Business Hours
9:00 AM – 5:00 PM MST


Order Desk Phone Sales & Inquiries: 1-866-FREE AXE (373-3293)

Axe Music has qualified professional staff available weekends and late hours in our 2 store locations to help you as well!
Edmonton Store Location: 1-800-293-0983
Calgary Store Location: 1-800-293-0982.