Cosmo Music & COVID-19

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Update: June 8, 2021

Our Retail Store Will Open on Wednesday June 16th

The Ontario Government announced yesterday that in-store shopping at reduced capacity is permitted. Starting Wednesday, June 16th, 2021 our retail store, repair shop counter, and Cosmo Pro counter will be open to the public with revised hours. Here’s what you can expect:

  • Revised hours will be Wednesday to Sunday 11am to 6pm
  • Store traffic will be limited to 30 customers in the store at any time
  • Physical distancing measures will be in effect (floor markers are installed as a reminder)
  • Hand sanitizing stations will be available at the front entrance and in store
  • Cashier stations and repair desk have plexiglass guards
  • Debit and credit card payments preferred
  • All Cosmo team members will be wearing face masks
  • Customers will be required to wear masks when inside the store (masks will be provided to those who do not have their own)

Curbside Order Pick-up

Curbside Pick-up service for online orders continues to be offered seven days a week 11am to 6pm (after a 'ready' email notification). Orders can also be pick-up in-store Wednesday to Sunday 11am to 6pm.

See Curbside Order Service

Curbside Repair Drop-off & Pick-up

Curbside service for repairs continues to be offered seven days a week 11am to 6pm. The repair counter is available in-store Wednesday to Sunday 11 am to 6pm.

See Curbside Repair Service

School of Music

In-person lessons continue to be on pause until further notice; online lessons are available to all current and new students.

We are Here to Help

If you have any questions, our Customer Support is available seven days a week:

  • Live Chat (orange button at the bottom right of every page)
  • 1-800-463-3000
  • support@cosmo.ca
Update: April 7, 2021

Cosmo Music Retail Store Closed Until Further Notice

A province-wide stay-at-home order was announced today by the Government of Ontario. Our retail store will remain closed and in-person music lessons continue to be paused until further notice. Curbside order pick-up and curbside repair drop-off & pick-up continues to be offered. Online shopping and order fulfillment continues as normal.

Curbside Order Pick-up

Curbside Pick-up service for online orders continues to be offered seven days a week 11am to 6pm (after a 'ready' email notification).

See Curbside Order Service

Curbside Repair Drop-off & Pick-up

Curbside service for repairs continues to be offered seven days a week 11am to 6pm. The repair counter in the retail store is not open to the public.

See Curbside Repair Service

School of Music

In-person lessons continue to be on pause until further notice; online lessons are available to all current and new students.

Update: March 8, 2021

Our Retail Store Will Open on Wednesday March 10th

York Region is currently in a Red - Control COVID-19 zone, which allows in-store shopping at reduced capacity. Starting Wednesday, March 10th, 2021 our retail store, repair shop counter, and Cosmo Pro counter will be open to the public with revised hours. Here’s what you can expect:

  • Revised hours will be Wednesday to Sunday 11am to 6pm
  • Store traffic will be limited to 30 customers in the store at any time
  • Physical distancing measures will be in effect (floor markers are installed as a reminder)
  • Hand sanitizing stations will be available at the front entrance and in store
  • Cashier stations and repair desk have plexiglass guards
  • Debit and credit card payments preferred
  • All Cosmo team members will be wearing face masks
  • Customers will be required to wear masks when inside the store (masks will be provided to those who do not have their own)

Curbside Order Pick-up

Curbside Pick-up service for online orders continues to be offered seven days a week 11am to 6pm (after a 'ready' email notification). Orders can also be pick-up in-store Wednesday to Sunday 11am to 6pm.

See Curbside Order Service

Curbside Repair Drop-off & Pick-up

Curbside service for repairs continues to be offered seven days a week 11am to 6pm. The repair counter is available in-store Wednesday to Sunday 11 am to 6pm.

See Curbside Repair Service

Returns

Items purchased in-store from October 29, 2020 will be allowed an extension period of 30 days after the store re-opens (until April 19, 2021). Items for return should be in unused new condition and in original packaging; see our returns and exchanges policy for full details.

School of Music

In-person lessons continue to be on pause until further notice; online lessons are available to all current and new students.

Update: December 11, 2020

Effective December 14, 2020, York Region Moves to Grey-Lockdown Zone

As mandated in the Government of Ontario's lockdown for York Region, our retail store will be closed and in-person music lessons will be paused after 6pm on December 13th until further notice.

Curbside Order Pick-up

Online shopping and order fulfillment will continue as normal. Curbside Pick-up service for online orders is now extended to seven days a week from 11am – 6pm (closed Dec 25th, Dec 31st, and Jan 1st). Please do not arrive outside of these hours or before we notify you that your order is ready.

See Curbside Order Service

Curbside Repair Drop-off & Pick-up

Our repair technicians will not be available to discuss your repair during our curbside service, you can reach the Repair Shop ahead of time or to follow-up by calling 1-800-463-3000 ext. 380.

  1. Arrive when we are open (no need to speak with the Repair Shop or confirm an appointment ahead of time).
  2. Meet us at the back of our building (east side), look for the designated parking spots.
  3. Call or text the Curbside Team to let us know you've arrived (phone number is posted on the building).
  4. You will be asked your name and phone number and what instrument you are bringing in for repair (you will be provided a claim check receipt).
  5. We will quarantine the instrument for one week then call you with an estimate to discuss what you would like repaired and how much it will cost.

Returns

Purchases made in-store or online cannot be accepted at curbside. Items purchased in-store from October 29, 2020 will be allowed an extension period of 30 days after the store re-opens. There is no change to items purchased online, they can be returned by courier (after contacting Customer Support first). Items for return should be in unused new condition and in original packaging; see our returns and exchanges policy for full details.

In-Store Gift Cards

Customers wishing to take advantage of in-store gift cards during the boxing day sale are encouraged to make their purchases on CosmoMusic.ca and when the store reopens, bring in their gift cards to the store (along with proof of purchase) to have them refunded.

Update: June 9, 2020

Rudi Gives us a Tour of What to Expect

Video Transcript

Hi i'm Rudi from Cosmo Music. We are excited to let everybody know that we are opening up our store on June 10th. We have put a lot of safety measures in place that we feel comfortable that our staff can interact with our customers and our customers can interact with us. We also would like to take this time on behalf of all Cosmo employees to thank you for supporting us during this pandemic. We have been able to bring music into people's lives through our online channels and we're so happy we're able to do that. Come on inside and let's take a look.

We have a people counter that will control the amount of people coming to the store. We ask you to hand sanitize your hands as you walk through then please grab a mask and you're good to go, come on in and shop.

Come on into drums and let's see what we've got going on in here. We've got floor markers in all our departments to encourage social distancing. We actually cut our counter in pieces to help our employees do social distancing. We have a section here, now we have a section in the back, let's go over the keys and see what's going on there.

Again, the floor markings, social distancing, all the rave, and the counters again, cleaned up, very organized, very safe for social distancing. Our live sound department is basically the same thing. Stickers and our employees social distancing, we encourage that.

Out here in our atrium, we've got a lineup happening with again floor stickers, so we're going to have our customers wait here at the line and wait until our cashiers are freed up and then walk up. We have hand sanitizer stations here if need be and you can also put your gear here that you're buying. Our cashier will be able to grab it, scan it, and push it back to you to finalize the transaction. I should also mention our repair department is opening up on June 10th. We've installed plexiglass here for the safety of our customers and our employees.

As well, here our band department counter plexiglas. Again, key points, revised hours, days open of the week will be Wednesday to Sunday 11am to 6pm. Closed Monday and Tuesday. Not all departments will be open right away for walk-in traffic, like our lessons department, Cosmo Pro Rental division, and Starbucks.

Please refer to our website for the most current information on these divisions. We will continue with curbside pickup as well of course with our online sales at CosmoMusic.ca. Another thing I want to point out is the cool t-shirts that our employees will be wearing! Just a friendly reminder for social distancing, check out the back. So I ask everybody to embrace the changes we've put in place. They are for your safety and our safety, for our employees. We are so excited to have you come back and shop with us. Can't wait to see you on June 10th.

Update: June 1, 2020

Our Retail Store and Repair Shop Will Open on Wednesday June 10th, 2020

On May 14, 2020, the Government of Ontario announced that retail stores with dedicated street access/storefronts are eligible to open as part of Phase One for “Reopening Ontario after COVID-19”. At the time, we decided not to rush opening our retail store, but rather ensure the maximum safety and well-being of our customers and Cosmo team members. Many changes have since been made to our store, and we’re thrilled to announce that we’re ready to open our doors again to the retail store and repair shop.

Starting Wednesday, June 10th our retail store will be open to the public with revised hours. Here’s what you can expect:

  • Revised hours will be Wednesday to Sunday 11am to 6pm
  • Store traffic will be limited to 30 customers in the store at any time
  • Physical distancing measures will be in effect (floor markers are installed as a reminder)
  • Hand sanitizing stations will be available at the front entrance and in store
  • Many department counter sizes have been reduced to increase space
  • Cashier stations and repair desk now have plexiglass guards
  • Debit and credit card payments preferred
  • All Cosmo team members will be wearing face masks
  • Customers will be required to wear masks when inside the store (masks will be provided to those who do not have their own)

We ask that you please respect and embrace the changes that have been made in an effort to keep everyone safe. We can’t wait to see you all again!

Update: May 15, 2020

Our Retail Store Will Not Open on Tuesday, May 19th

On May 14, 2020, the Government of Ontario announced that retail stores with dedicated street access/storefronts are eligible to open as part of Phase One for “Reopening Ontario after COVID-19”. With great consideration and thought, we’ve decided that our retail store will remain closed temporarily. We want to ensure the maximum safety and well-being of our customers and Cosmo team members and we’re actively working to put all appropriate health and safety measures in place so that we can open our doors with confidence in the very near future. In the meantime, we will continue to meet our customers’ needs via our online channels as we’ve done for many weeks.

As we’ve all witnessed during these difficult times, music has proved to be an essential part of people’s daily lives. We’re pleased to be able to continue providing the tools that contribute both to a healthy learning environment for students now being homeschooled and the overall mental health and well-being of everyone.

We will be back soon, and we can’t wait to see your smiling faces again.

Update: April 24, 2020

Important Update From Canada Post

We are advising Canadians across the country to expect delays with their parcel deliveries due to Christmas-level volumes we’re experiencing and important safety measures we’ve taken to protect our people. We recognize this has an impact on your business and your customers, so we want to keep you informed and also explain the reasons for these delays.

Canadians are shopping more online while they’re isolating at home, which means we’re processing and delivering parcels at levels only experienced during the busiest weeks of the Christmas season. The large volumes and additional safety measures for our employees – including physical distancing inside facilities that were never designed for keeping people two metres apart – mean it is taking longer to process parcels. We are working hard to serve our customers while doing so in a responsible manner. The safety of our people and the communities we serve must come first.

We are sharing this information with Canadians through a video we’re posting on our website and on social media. We invite you to watch the video. We are also encouraging our customers to track their parcels online through canadapost.ca or with our app.

Canada Post is proud to support your business and serve your customers during this challenging time. Thank you for trusting us with your shipping and delivery needs, and please stay safe.

Update: April 22, 2020

Important Update From Canada Post

These are unprecedented times for Canada Post as we are experiencing extremely high parcel volumes while ensuring we follow the important safety measures we’ve implemented in our processing facilities. Those measures follow the guidance of public health officials and include physical distancing in facilities that were never designed for keeping people 2 metres apart. We are working hard to respond in a responsible manner, but the reality is that the current situation has slowed our ability to process.

Delivery:
We continue to deliver large volumes of packages across the country; in fact this past Monday we delivered 1.81M packages. This volume is what we see during our busiest time at peak.

Processing:
Processing delays are due to higher volumes and our focus on ensuring our employees are working safely, including physical distancing measures, while responding to some short-term staffing challenges.

  • We are experiencing some delays up to 3 days in the processing of packages in Montreal, Moncton, Hamilton, Kitchener, Vancouver and Ottawa.
  • Toronto (Gateway) is managing through extremely high volumes of packages and we are experiencing delays of up to 5 days.
  • The processing of large/heavy items may be further delayed, as we ensure proper safety procedures to protect our employees while handling these items.

Please visit www.canadapost.ca for updates and alerts related to specific communities that may be significantly affected by the COVID situation.

Update: April 16, 2020

Canada Post, Purolator, and UPS

We are seeing longer delays with most shipments due to a backlog from the recent holiday and the volume increase in shipments that all couriers are experiencing. This along with ensuring that employees are kept safe by following social distancing policies has caused a definite delay with all couriers once orders arrive at their sorting facilities.

Canada Post Tracking

Canada Post in particular is experiencing 4 to 5 days delay processing orders at this time. They have stated that they expect to make progress on the delays over the upcoming weekend (April 18th & 19th). Please note that the tracking number you have received from us is valid, but it may take longer than normal for tracking information to appear due to backlogs couriers are experiencing. The information that you see is the same information that the Canada Post representative has access to when you call them (their recorded phone messages states this). Please be assured that if you have received a tracking number from us that your order has left our warehouse and is making its way through the Canada Post system

Retail Store

Closed until further notice. The Retail Team is available to you as product specialists by contacting our Customer Support.

Cosmo Customer Support hours:

cosmomusic.ca/contact-us
1-800-463-3000
support@cosmo.ca

School of Music

Closed for all in-person lessons. Many of our teachers have been teaching their students via online lessons – taught from the safety and security of their own homes. Students whose teachers are unable to teach online are being assisted by substitute teachers from our amazing team to allow them to continue their musical education safely, which many of our customers have found to be helpful in keeping a sense of routine in their households. We also have limited spaces available for new students at this time, across the entire spectrum of instruments and disciplines; please contact us at lesson@cosmo.ca for more information.

Repairs

Unfortunately due to our current environment we are unable schedule repairs of instruments.

Update: March 27, 2020

In accordance with the Government of Ontario order to close all non-essential workplaces effective March 25, 2020, Cosmo Music is presently operating solely via our online channels. On the List of Essential Workplaces webpage published by the Government of Ontario, it is noted that “teleworking and online commerce are permitted at all times for all businesses.”

As can be seen in numerous global social media posts, music is an essential part of people’s daily lives. We’re pleased to be able to continue providing the tools that contribute both to a healthy learning environment for students now being homeschooled and the overall mental health and well-being of everyone.

We continue to closely monitor the situation day-by-day and keep the protection of our music community and Cosmo team a priority in all decisions and ongoing fulfillment processes.

Update: March 18, 2020

For over 50 years, the health and safety of our customers, families, friends, and team members has been one of our top priorities.

Our internal COVID-19 Task Force has been meeting at length daily to evaluate, discuss, and work through our current situation and next steps in an effort to do the right thing for both our customers and our Cosmo team while also balancing our business stability. In following multiple news reports and updates, we’ve made the incredibly difficult decision to close the retail arm of our store and Starbucks @ Cosmo effective tomorrow, March 19th, until further notice.

In this time, we are committed to support the music-making community by shifting our focus and meeting our customers’ needs via our eCommerce store. Here’s what we’ll be doing:

CosmoMusic.ca – You can still purchase on CosmoMusic.ca 24 hours a day, 7 days a week. We offer free shipping on everything over $99.

Increased Customer Support – We are working on increasing our customer support coverage.

Curbside Pick-up – We are also working on making curbside pick-up available for online purchases, allowing customers to pick up their purchases at the store if they prefer.

Shopping By Appointment – We intend to provide a shopping by appointment model which will allow us to follow social distancing guidelines while accommodating situations that aren’t easily handled through our website. You can arrange to purchase, rent, or repair.

More details and updates will be coming soon. Please be sure to check out CosmoMusic.ca, our social media accounts, and be sure to be subscribed to our email newsletter.

Announcements

Retail Store
Closed until further notice

School of Music
Closed until further notice

Starbucks @ Cosmo
Closed until further notice

CosmoFEST – Event Changes
These activities have been cancelled for 2020:

  • Vendor EXPO
  • Main Stage & Beer Garden (headlining artists The Sheepdogs, 54-40, Lighthouse, and Cat Clyde)
  • Festival Registration
March 17, 2020

An Important Message From Our CEO

At Cosmo Music, our commitment to the health and safety of our music-making community is of integral importance. As such, we are continuing to implement measures in order to provide a safe environment for customers and Cosmo team members alike.

Cosmo Music has assembled an internal COVID-19 Task Force to make quick and agile decisions, and to oversee the implementation of recommendations from the Canadian Government, Centers for Disease Control and Prevention (CDC), the World Health Organization (WHO), and all other pertinent local and national health organizations. Thus far, this has included additional cleaning measures, addressing travel restrictions, the implementation of social distancing policies, and the cancellation of scheduled group activities. The Task Force will continue to monitor the situation on an ongoing basis and will take additional action as necessary. Any updates or announcements to the operation of the store will be posted on CosmoMusic.ca as they are implemented.

During these unprecedented and challenging times, Cosmo Music is striving to continue to meet the needs of our customers through our retail store and via our eCommerce website (CosmoMusic.ca) in the most responsible manner possible.

We look forward to continuing our mission to enthusiastically nurture, inspire, and empower the music making aspirations of everyone we engage with. Thank you for being an important part of Cosmo Music’s vibrant music ecosystem.

Musically yours,
Mark Hebert
President & CEO
Cosmo Music

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