FAQ

First Time Visitors

How can I contact Cosmo Music?

At Cosmo Music we welcome your comments, suggestions and questions. Whether you are looking for a specific brand name of instrument or accessory, would like to offer a suggestion or recognize an exceptional associate please let us know.

We are located at:
10 Via Renzo Drive, Richmond Hill ON L4S 0B6
Please visit our contact us page to view a map.

We can be reached by phone:
905.770.5222
1.800.463.3000 (toll-free)
Please see our contact us page for specific department and service extensions.

Where are you located? What are your hours of operation?

Cosmo Music – The Musical Instrument Superstore – opened its doors on May 22nd 2008 and has already been declared by many to be one of biggest and best musical instrument retail stores in the world; providing sales, service, rentals and lessons for all types of musical instruments in a one-of-a-kind, world class facility.

We are located at:
10 Via Renzo Drive, Richmond Hill ON L4S 0B6
Please visit our contact us page to view a map.

Please see our contact us page for our hours of operation.

What is your Low Price Guarantee?

For every product we sell we will match any price from a local store stocking the same new item available for sale with a manufacturer's warranty and in a factory-sealed box. Even after your purchase, if you find a lower price within 30 days including our own sales prices, we will refund 100% of the difference.

See our Low Price Guarantee on our polices and guarantees page for further details and commonly asked questions.

Why and how do I sign up with Cosmo Music?

We encourage you to register so that we can store your information for future shopping. Once registered you can:

receive our special promotions flyers and e-mails
check on the status of all your orders and invoices (both online and not)
purchase items online for fast and reliable service

This information is saved securely and will be available to you the next time you shop. It is important to remember that the billing address you enter must match the billing address of the credit card used otherwise your order cannot be authorized.

1. Click on the 'Sign In' link; located at the top right of every page.
2. Complete the registration form.
3. Click on 'submit'.
4. We will email you your new login and password.

Thank you for registering!

How can I find what I want using the site search?

To perform the simplest search type a keyword in the search box and click on 'search'; for example Reed.

The search results appear showing all products containing the word Reed in any one of its descriptions.

If you know the product code from our catalogue or from a previous invoice or sales order simply use the same search and type in the item code; Cosmo Online will direct you automatically to that item.

Use more than one keyword to narrow your search:
If you use more than one keyword the search will limit the results to only products that match all the keywords you enter. For example:

if you enter Yamaha you will get all Yamaha products
if you enter Mouthpiece you will get all mouthpieces
if you enter Yamaha Mouthpiece you will get only Yamaha mouthpieces

Use specific words instead of general ones:
To narrow your search use specific words instead of general ones. Conversely to broaden your search use general words instead of specific ones.

Be careful when using and, or, the:
Use and, or, the only if you are searching for items containing these words, such as Mack the Knife. If you get too many matches or no matches, try searching without them.

Use punctuation only when required:
Try not to enter unnecessary punctuation. Sometimes punctuation is appropriate. For example: B-flat.

Expand your search by adding or deleting the letter 's':
If search for Yamaha Mouthpieces does not return enough matches try entering Yamaha Mouthpiece.

Ordering Online

Show all / Hide all

How do I use the shopping cart?

As you browse through Cosmo Online you may see items that you want to buy. Each time you click 'Add to Shopping Cart' all items shown are added to your shopping cart. When you are done browsing you can go to your shopping cart and remove items by changing the quantity to zero or increase the quantity of an item. From the shopping cart you can decide to continue shopping or go to the checkout.

To View Your Shopping Cart:
Click on 'My Cart'; located at the top right of every page.

Change the Quantity of an Item:
When an item is added to your shopping cart it adds the amount you specified; however you can increase the quantity if you want at anytime:
1) type the quantity next to the description
2) click 'Update Cart'

Remove an Item:
If you decide that you do not want to buy an item you may remove it from your shopping cart: change quantity of item to 0 (zero) and press the 'Update Cart' button.

Continue Shopping:
Once you have viewed your shopping cart you may decide that you want to continue shopping: click on 'Continue Shopping'.

How do I use the checkout?

If you are finished shopping and would like to purchase your items you may go to the checkout:

Click on 'Checkout' on the Shopping Cart page.
Double check the order quantities, items, totals and read our shipping and tax policies.
Choose whether the School or Board of Education is paying for the order.
Choose payment option. If paying on account provide the purchase order number. If paying by credit card (or P-Card) enter all credit card information.
Press the 'Confirm and Place Order' button.
The 'Thank-You!' page displays the finalized information about your order. It is important to make note of your order number. Print the page as an order confirmation.
Is everything correct? If not, call us to make the necessary changes!

Congratulations, your order is complete!

How do I check my order status?

You can check the status of your order by clicking on the 'My Account' link at the top right of each page. You can choose to view orders by summary and drill into the order to see the detail items and other relevant information by pressing the sales order number.

Please note: the sales order number is not the same as your confirmation number.

How do I cancel an order?

You may cancel all or part of your order by contacting customer service until it has been shipped. After shipping your order can no longer be canceled but may be returned.

What happens if an item is out-of-stock?

Occasionally an item may be out-of-stock in our warehouse but at Cosmo Online you will not have to wait long. Out-of-stock products are always on order from our manufacturers and are expected to arrive in our warehouse shortly (depending on the supplier).

If an item you have ordered is out-of-stock Cosmo Music will do one of the following things:

If we know the item will arrive shortly we will wait for it to arrive before shipping the order.
If we know that there could be a longer wait for the item due to special orders or manufacturer's short supply we will ship the majority of the order and ship the backordered item as soon as one becomes available. You will not be charged shipping on backordered items!

We will only bill your credit card or mail an invoice for items that have been shipped.

You can check the status of your backorder by clicking on the 'My Account' link at the top right of each page. You can choose to view orders by summary and drill into the order to see the detail items and other relevant information.

Can I place an international order?

Currently international orders cannot be placed online. Cosmo Music can pack and ship virtually any musical instrument or accessory to anyone anywhere on the planet by calling or emailing us.

Can I purchase gift cards online?

The ability to purchase online gift certificates is coming soon to; stay tuned!

What is your return policy?

Cosmo Music is the best place to buy your music gear and we stand behind our products and guarantee your satisfaction with every order. If, for any reason, your shipment is not satisfactory we will gladly replace it or refund your money (excluding shipping and handling charges) within 30 days.

Please see our online shopping policies and guarantees for more details as well as information on our return procedure, non-returnable items and shipping charges.

Shipping

Show all / Hide all

When and how will my order be shipped?

Orders received will be shipped on the next business day unless back-ordered items are encountered.

Cosmo Music ships by Purolator unless otherwise requested.

How can I track my order?

Orders received will be shipped on the next business day unless backordered items are encountered.

To check when your order may be expected to arrive check the sales order status in the account section. Check the 'shipped date' of that specific order number, add approximately 5 days (the maximum delivery time for an already shipped order), if your order has not arrived and the E.T.A. is beyond the date calculated contact customer service.

What do I do if I receive a damaged item?

Upon inspection and verification that an item was damaged in shipping, Cosmo Music will gladly replace the damaged merchandise with no additional shipping charge.

You may refuse delivery if the freight carrier attempts to deliver a package that appears to have been damaged in transit. If the package is left at your location without a signature you may still refuse delivery by calling the carrier, then contacting customer service to report the package refusal.

If you accept a package delivery and then discover that the contents have been damaged contact customer service to report the damage and arrange for the package to be picked up for return.

What should I do if my shipment arrives late and wish to return it?

If a shipment arrives late and because of this you wish to return it, please contact customer service. If the item was shipped in accordance with your selected shipping method, you must pay for the return shipping charges. If the late delivery was the fault of Cosmo Music, we will pay for the return shipping charges. Of course our 30-day return policy stands behind this and every purchase.

See our online policies and guarantees for additional information.

Payment

Show all / Hide all

What are my payment options?

Cosmo Music accepts the following forms of payment for your online purchases: Visa, MasterCard or On Account purchases through schools or boards.

You may purchase multiple products in a single order; however we can only accept one form of payment for each order.

At this time we do not accept cash, cheques (personal, business or travelers cheques), money orders, gift certificates, C.O.D. orders or wire transfers for online purchases. If you would like to make a purchase using one of these types of payment please visit or call retail location.

On all credit card orders the name on the credit card must match the name on the billing address.

Credit card orders are all subject to review and we may phone you if there is a question about a credit card order; this is for your protection to guarantee the validity of an order and to safeguard against fraudulent credit card use. You will be notified by telephone or certified mail if we suspect the misuse of your credit card. Once an order has been placed this does not automatically guarantee credit card approval!

What if I am a tax-exempt customer?

Sales tax is charged on all orders. The sales tax charged is the applicable provincial and federal taxes.

If you are a tax-exempt customer please contact customer service to assist in placing your order as we are not equipped to process tax-exempt purchases online at this time.

How will I be invoiced?

Your invoice will usually arrive within 2-3 days of your package. A packing slip is usually enclosed with your package while your invoice will be sent via mail. If you chose to bill your order to your school board the invoice will be mailed to the appropriate board of education.