Web Order Support
Monday - Friday: 9am - 5pm EST
Have a question that is not answered here
or an issue with your purchase?
We want to help, give us an email or call.
Where do we Ship?
Our web purchasing is integrated with both Canada Post and Purolator, so we can ship virtually to any residence or business in Canada.
How Much is Shipping?
Orders Over $99 Ship for Free!
To keep things easy and to avoid surprise extra costs, we don’t charge shipping or handling on orders over $99 (before tax and shipping calculation). There are a few reasonable exceptions like very large or heavy items as well as shipping to remote areas (see Free Shipping Exceptions for details).
You Choose Your Free Shipping Option
We want the choice between Canada Post and Purolator to be up to you; if the shipping rates that are returned to us are within 10% of each other, we will offer an option from each free to you (see Free Shipping Exceptions for details). Should one shipping provider be more than 10% and you wish to choose that, we'll discount an option by subtracting the cheaper provider rate from it. All rates and discounts are shown at check-out so you can choose an option that best fits you.
Free Shipping Exceptions
(i) Very Large or Heavy items
This applies to less than 1% of our inventory and includes items like pianos, timpani, tubas and large gongs. This exception will be indicated when viewing the product page and at check-out. The shipping cost will be calculated and displayed upon check-out using the item’s size, weight and your ship-to address. In general, drum kits, guitars, bass amps and keyboards are not part of this exception and do ship for free on orders over $99.
(ii) Remote Delivery Addresses
Free shipping does not apply to “Beyond Point” postal codes as dictated by Purolator. This exception will be indicated at check-out and applies to both Canada Post and Purolator shipments. The shipping cost will be calculated and displayed upon check-out using the item’s size, weight and your ship-to address. Most Canadian residential and business addresses are included for free shipping, the exceptions are typically northern regions.
Shipping Charge for Orders Under $99
The shipping options and costs will be calculated and displayed upon check-out using the item’s size, weight and your ship-to address.
Can I pick up my Order in Store?
As an alternative to shipping you can choose to pick up your order in store. Typically the next business day you will be contacted by email to let you know your order is ready.
When will I get my Order?
Typical Shipping Expectations
|Canada Post Expedited Parcel||2-8 business days||business day between 9am - 5pm|
|Canada Post Xpresspost||2-3 business days||business day between 9am - 5pm|
|Canada Post Priority||2 business days||business day between 9am - 5pm|
|Purolator Ground||3-5 business days||business day between 9am - 5:30pm|
|Purolator Ground 9am||3-5 business days||business day before 9am|
|Purolator Ground Evening||3-5 business days||business day between 5:30pm - 9pm|
|Purolator Express||2 business days||business between 9am - 5:30pm|
|Purolator Express 9am||2 business days||business day before 9am|
|Purolator Express Evening||2 business days||business day between 9am - 5:30pm|
The availability of each of these services is dictated by Canada Post and Purolator and is based on your ship-to postal code. At check-out, the average delivery time is shown for each option considering your ship-to postal code.
We have the largest in-stock offering in the country and only offer items for purchase that we know we can ship to you quickly. On the rare occasion where there is a quality issue or we have oversold our stock because of time delays in our processes, we will email you to confirm whether you wish to wait for the back ordered item, wish to purchase a similar item or would prefer a refund.
How to Track my Order?
The status of your order can be monitored on your Cosmo Music account page; simply log-in and choose to view your order. The order status will change as it is processed. You will also be notified of progress by:
- a confirmation email after you first placed your order
- an email to alert you that your order has been shipped (with a tracking number)
What if I'm not Home to Receive my Package?
Ship to Canada Post Office
You can choose to ship to a Post Office and pick up your package at your convenience. Canada Post has over 6000 locations across the country which you can choose from at check-out.
Orders Under $99
Canada Post Expedited Parcel and Xpresspost allow for delivery without a signature requirement to receive them.
Orders Over $99
To ensure safe and secure delivery of your shipment, a signature is required by Canada Post and Purolator when the delivery is received. If no one is available to accept the shipment a “Door Knocker” note will be left by the driver which will provide information on how to arrange another delivery attempt or where to pick up your shipment at your local Canada Post Office or Purolator depot. To comply with laws and to help protect the security of your package, be sure to bring to your identification that includes a photo as well as name and address which matches the details you provided upon check-out (for example: driver’s licence, passport, credit card or bank statements with addresses). Canada Post will hold unsuccessfully delivered parcels for 15 calendar days before returning them to us. Typically Purolator will hold your shipment at their local depot for 4 business days after which it will be returned to us.
What if there is a Problem with my Delivery?
Please call or email us and we’ll be sure to resolve the issue.
Haven’t received your order
Wrong or missing items
Your order may have been packaged in multiple boxes; refer to the packing slip and order tracking (How to track my order?) to verify you don’t have any outstanding shipping pieces. Please contact us should your order not be correct.
If you notice visible damage to your package refuse the shipment (don’t sign for it) and contact us. If you notice damage after accepting and opening your package contact us right away.