FAQ

A: Unfortunately not.  We are primarily a distributor selling to manufacturers, retailers, repair shops, luthiers, and other businesses across Canada.  While we do sell to the public through our online store, we are not a retailer and do not have a storefront, in-person sales staff, extended business hours, or any method of processing payments in person.

If you would rather place an order in person at a physical location, we recommend contacting your favourite local dealer and suggesting they get a wholesale account with us.  Then you can place your orders through them.

If you'd prefer to order directly from us, you must place your order in advance either through our online checkout system or over the phone.  Orders placed online can be set aside for local pickup as per our shipping policy.  Please ensure you review that policy as well as our warehouse hours prior to placing your purchase.

A: Yes.  You have to enter an Ontario address as the shipping address in order to make the local pickup option show up at checkout. See our shipping policy page for more details on local pickup.

A: Current public discounts and promotions are generally found here.  We also offer seasonal sales, and the clearance section is always worth checking.  To be notified of sales, promotions, and new product updates, use the form in the footer to sign up for our newsletter and follow us on social media.

Lasly, we are a legitimate Canadian distributor offering commercial discounts to businesses.  See if you qualify for a wholesale account.

A: Unfortunately not.  We are a parts distributor only and cannot provide technical assistance on your projects.  At best, we may be able to offer generic advice.

A: Our website doubles as our complete product catalog and lists every product we have available, including current stock on hand.  If the product page says we have 3 in stock, you can be resonably confident that we have 3 in stock.

Some Celestion and Eminence speakers do not include an inventory count because they are stored by and ship from McBride Loudspeaker in Waterloo, ON.  Being Canada's official distributor for Celestion and Eminence means they most likely have everything in stock, nearly all the time.  In thousands of speaker orders that we have processed, we've only had to contact customers a couple of times when their speaker order would be delayed.

A: Unfortunately not.  Even though they might be made by Celestion or Eminence, OEM speakers are considered speakers by the brand for which they are made.  For instance, a Fender OEM replacement would be considered a Fender speaker and would need to be purchased through an authorized Fender dealer.

What we offer are Celestion and Eminence branded speakers.  Some may be similar to certain OEM drivers and might even be considered upgrades.  Tell us about your amp, cab, and the kind of sound you're looking for and we might be able to help you decide on a replacement.

A: Our main category menu on the left should point you in the right direction pretty quickly.  If not, try the search bar.  Be sure to check your spelling and try the different word variations of the products you're looking for.

A: In most cases the information you're looking for can be found in the product description or the alternate images on the product page.  If not, contact us and we'll be happy to help!

A: At this point, we have outgrown the ability to manage requests manually.  If you contact us with your request, it is likely to just get lost in the mix.  Using the Customer Idea Portal is the best way to make your suggestion become a reality.

We are very excited about this new feature and hope you take part.  It is an excellent way for you and other customers to band together and pull our business into a direction that best serves you!

A: In short, you must create your cart and complete checkout using the same browser and computer within a 7 day period.  Our current cart platform uses something called "persistent cookies", which stores the cart data in your computer's browser data.  There are 2 sets of cookies.  One for while you are browsing our site as a guest and one for while you are logged in to your customer account (if you have one).  If your cart has emptied/disappeared, it is for one of the following reasons:

• You made your cart on one computer and returned to checkout using a different computer.
• You made your cart on one web browser and returned to checkout using a different web browser.
• You made your cart while logged into your customer account and returned to checkout without logging in using the same browser and computer.
• Your browser cleared its cache/cookies either manually or automatically (which may happen without your knowledge, depending on your browser's settings).
• If your cart is left inactive for more than one week, the cookie(s) stored in your browser will expire and delete themselves.  Meaning, your cart will be empty.

An account-specific persistent cart (a cart that never expires as long as you use a customer account, regardless what browser or computer you use) is currently "in development" as a future feature on our current platform.  Unfortunately, there is no way of knowing for sure when that feature will roll out, but it is something we are looking forward to implementing in order to better serve you.

A: Just add whatever products you're interested in to a cart and go to the cart page, then click "Estimate Shipping & Tax".  Truth be told, that's exactly what we do when people contact us for a shipping quote.  Most of the time when people ask for a manual quote, they don't give us enough information to provide them with a proper response.  So we end up playing phone or email tag until we get all the info necessary.  Getting the quote right from our site will save you a lot of time communicating back and forth.

A; Unfortunately not.  As per our shipping policy, all orders are shipped via Canada Post Expedited Parcel which includes both tracking and insurance.  The rate quotes on our site come directly from Canada Post and are the best shipping rates currently available to us.

As is the case when ordering online from anywhere, we suggest planning your orders accordingly to get the best value out of the shipping.

A: That happens for one of two main reasons.

• Shipping system error:
• Your shipping address is incorrect or unreadable by Canada Post. Or, you are trying to ship your order outside of Canada.  Sorry, but we do not currently ship our products outside of Canada.
• Payment system error:
• You are trying to checkout using a card that our integrated system does not accept.  Our integrated payment system accepts VISA or Mastercard (not pre-paid or debit).  Alternatively, you can checkout through PayPal, which does not require a PayPal account.  Through PayPal, you can use any major credit card or credit-debit card like VISA-Debit and MC-Debit.  With a valid PayPal account, you can pay using your PayPal funds or via PayPal *eCheck.
• The billing information you entered does not match the information on file with your credit card company.  The billing info (name and mailing address) must match or the transaction will be rejected.
• Our integrated payment system is rejecting your card by mistake.  Unfortunately, fraud prevention tools are not perfect.  In that case, please contact us to see if we can process your order manually.

A: Unfortunately not.  Once an order has been placed, it immediately goes to our warehouse for fulfillment and cannot be cancelled, modified, or combined with another order.  We strongly advise you to check your order carefully prior to submitting it.

We apologize for any inconvenience and hope that most of the time our processing speed works to your advantage.

A: Please see our shipping policy regarding shipping times.

If you haven't received a shipping or pickup notification from us, please wait until after the maximum shipping time before contacting us to inquire about your order.

If there was a problem processing your order, we would contact you within 1 business day of when your order was placed to discuss options (order modification or refund at the customer's discretion.)

A: Please see our shipping policy regarding shipping times.

If you haven't received a shipping or pickup notification from us, please wait until after the maximum shipping time before contacting us to inquire about your order.

If there was a problem processing your order, we would contact you within 1 business day of when your order was placed to discuss options (order modification or refund at the customer's discretion.)

A: If there is ever an actual problem with your order, your order status will be set to "Under Review".  If you see this status, check your phone messages and emails to see if we contacted you regarding your order.  If you have not heard from us, please contact us regarding your order.  Part of the issue might be that we have incorrect contact information on the order and can't get a hold of you.

All other order statuses are used in-house to inform our employees about the various states of our order processing.  Unless we contact you about an issue with your order, everything is proceeding as expected and there is no need to contact us.

A: That almost never happens, but we are human.  If you have received incorrect or defective products, please contact us immediately so we can resolve the situation.  We generally ship the appropriate replacements ASAP at our cost, and include a return sticker for the incorrectly shipped items.  For your inconvenience, you'll also receive a coupon code that you can apply towards a future order.

A: Please refer to our Return Policy for details on returning products.