Shipping and Pick-up

Order Shipping and Pick-up

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. We also offer Curbside Pick-up.

We are Here to Help

If you have any questions about your purchase, 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

When Will My Order Be Ready?

We will hold your order until it is complete. Our product pages provide estimates on how long it typically takes to secure stock, pick your items from our warehouse, complete our Quality Assurance process (if applicable), and get it ready for shipment or pick-up at Cosmo. At the time of purchase, the product estimate will be captured and can always be viewed in your Cosmo account page (simply log in and choose to view your order). On the rare occasion where there is a quality issue or we have oversold our stock because of time delays in our processes, you have the option to wait for the backordered item, to purchase a similar item, or a receive a refund.

Cosmo In Stock Flag

In Stock - We have the largest in-stock offering in the country and only offer these items for purchase that we know we can get to you quickly.

Cosmo Supplier In Stock Flag

Supplier In Stock - We have extensive inventory connections with our brands and suppliers; these are items that we know we can secure. An order will trigger a re-order from our supplier immediately.

Cosmo Available To Order Flag

Available to Order - We have the largest catalog offering in the country. Although we don't have stock of this, you can still make a purchase now and we'll order it from our supplier immediately.

Cosmo Free Order Shipping Badge

Order Shipping

We only ship to Canadian addresses using one of our courier partners: Canada Post, Purolator, UPS, and Nationex.

Orders over $99 Ship for Free

There are a few reasonable free shipping exceptions like very large or heavy items as well as shipping to remote areas.

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 (won't have the free shipping badge shown above) and at check-out. The shipping cost will be calculated and displayed upon check-out using the item's size, item's 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 the couriers. This exception will be indicated at check-out and applies to all courier shipments. The shipping cost will be calculated and displayed upon check-out using the item's 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 and cost will be calculated and displayed upon check-out using the item's size, item's weight, and your ship-to address.

How do I 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:

  • "In Progress" confirmation email after you first placed your order
  • "Order Ready" email to alert you that your order has been shipped (with a tracking number and link)
  • Courier tracking number and link

What if I'm not Home to Accept my Package?

Orders over $100 will typically require a signature or someone available to accept the delivery. If the delivery attempt is unsuccessful, the tracking link will typically provide how to get another delivery attempt or what location your order can be picked up from.

Wrong or Missing Items

Your order may have been packaged in multiple boxes; refer to the packing slip and order tracking to verify you don't have any outstanding shipping pieces. Please contact us should your order not be correct.

Damaged Items

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.

Pick Up Order At Cosmo Badge

Curbside Pick-up

At checkout you can choose to pick up your order at our store in Richmond Hill. You will be contacted by email when your order is ready (it will not be ready for pick up before the "Order Ready" email). From our parking lot, we will place your order directly in your trunk without the need for any physical interaction.

You will be required to show ID that matches your order billing address and show your 'Order Ready' email when you arrive.

1. Choose 'Pick Up At Cosmo'
Place an order on CosmoMusic.ca and select 'Pick Up At Cosmo' as your shipping method.

2. We'll Send You an Email
We will send an 'Order Ready' email when your order has been picked and is ready for you to pick up.

3. We'll Place in Your Trunk
You will not be required to leave your vehicle or sign anything. Meet us at the back of our building, look for the designated curbside parking spots. Your 'Order Ready' will provide a link to let us know you have arrived. We’ll come out and place your order in your trunk, then wave thank you!

How will you Check my ID When I Arrive?

We will need to verify that it was you that placed the order on CosmoMusic.ca; this will be done at a safe distance while you are in your vehicle.

1. 'Order Ready' email
We will review this and use it to find your order. You may show this email on your phone or provide a printout of the email.

2. Picture ID with Address (Driver's License)
You will need to provide identification that shows your picture, name, and address (Government of Ontario issued driver's license). The address on your ID must match the order billing address (the address you provided as your payment address in step 3 of the checkout).

Should you have any questions or concerns about what you need to provide to pick up your order please contact our Customer Support ahead of time.

Is Curbside Pick-up Faster?

This is alternative way to receive your purchases should you prefer not to have your items shipped; it may not be a faster method to receive your items. Whether you choose shipping or pick up at Cosmo, it takes the same time for our team to pick and pack your order. We have seen that shipping locally (Greater Toronto Area) typically takes 1 to 2 days for our couriers to deliver (Monday to Friday we have multiple courier pickups each day, we also schedule weekend pickups when we have high volumes).

What Hours is Curbside Pick-up Being Offered?

Curbside Pick-up service is offered 7 days a week, 11am to 6pm. Please do not arrive outside of these hours or before we notify you that your order is ready.

For the safety of our employees, we have changed our workflows so that there are strictly enforced restricted interactions between teams, shifts, and zones within our building – we are not able to complete an order that is not ready while you wait or provide this service during other days and hours.

How will you tell me my Curbside Pick-up Order is Ready?

We will send an 'Order Ready' email when your order has been picked and is ready for you to pick up. If you have purchased an item that is out of stock at Cosmo (Supplier In Stock, or Available to Order), this has triggered a re-order from our supplier and we will hold your order until it is complete before notifying you. If you arrive before your order is ready we won't be able to fulfill it as you wait; please arrive after a notification email or contact our Customer Support for order status.

Where do I get my Curbside Pick-up Order?

Meet us at the back of our building (east side), look for the designated curbside parking spots (signs posted on the building).

10 Via Renzo Drive
Richmond Hill, Ontario

How will you Know I am Here for my Curbside Pick-up?

We ask that you do not leave your vehicle. The curbside parking signs show a website to visit to let us know you are here (the "Order Ready" email will have a link as well). The sign will also show a dedicated phone number to call to speak with the Curbside Pick-up team if you need to. Call us at 1-800-463-3000 for other inquiries (restricted interactions between teams, shifts, and zones within our building will prevent Customer Support from helping you directly when you have arrived; they will be able to provide you with the Curbside Pick-up phone number).

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