FAQ
Click on the applicable question to view the answer.
ABOUT US
Q: I live near by. Can I make a purchase in person?
A: No. 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. Local pickups for existing orders are available during our regular business hours.
Q: I want to place an order for local pickup but the option isn't showing up. Can I do local pickup?
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 pickups.
Q: Do you offer any discounts?
A: We are a legitimate Canadian distributor offering commercial discounts to businesses. For more information, see our wholesale accounts page.
Other than that, we offer occasional specials to the public and our clearance section is always worth checking for great deals. 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.
Q: Can you offer technical assistance or advice on my DIY project?
A: No. We are a parts distributor only and cannot provide technical assistance on your projects. At best, we may be able to offer generic advice.
OUR PRODUCTS
Q: Do you have "X" product in stock?
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.
Q: How do I find the product I'm looking for?
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.
Q: How do I find more information about a product?
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!
ORDERING & SHIPPING
Q: How much will it cost to ship my order?
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.
Shipping fees are calculated by the carrier and are are based on destination, package size, and weight. If you find the shipping costs excessive, there is nothing we can do about it. We have no control over what they charge. In fact, in many cases our system undercharges for the shipping costs, so you are most likely already receiving a shipping discount. As is the case when ordering online from anywhere, we suggest planning your orders accordingly to get the best value out of the shipping cost.
Q: I only want a couple of small items. Can you just send them to me via regular mail?
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.
Q: My credit card isn't working OR I'm unable to complete checkout. How do I fix this?
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 (including pre-paid and debit versions). Alternatively, you can checkout through PayPal, which does not require a PayPal account. Through PayPal, you can use any major credit card. With a valid PayPal account, you can pay using your PayPal funds or via PayPal *eCheck. Our integrated payment system accepts VISA or Mastercard (including pre-paid and debit versions). Alternatively, you can checkout through PayPal, which does not require a PayPal account. 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.
AFTER PLACING YOUR ORDER
Q: I ordered the wrong thing or forgot to add something. Can I modify or cancel my order?
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. Shipping times also vary by product, listed on each individual product page.
If you have waited the maximum quoted shipping time, check your inbox and/or junk folder for a shipping email with tracking information (it could be multiple emails if your order shipped in multiple boxes.) You can also log in to your customer account on our site to view tracking information associated with any of your orders.
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.)
Q: I haven't received a tracking number for my order! Did my order ship or is it backordered?
A: Please see our shipping policy regarding shipping times. Shipping times also vary by product, listed on each individual product page.
If you have waited the maximum quoted shipping time, check your inbox and/or junk folder for a shipping email with tracking information (it could be multiple emails if your order shipped in multiple boxes.) You can also log in to your customer account on our site to view tracking information associated with any of your orders.
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.
Q: I received my order but some of the items are incorrect or defective. What do I do?
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.
Q: I received my order, but I made a mistake and ordered the wrong product. What do I do?
A: Please refer to our Return Policy for details on returning products.