CALL TOLL FREE 1-888-886-6533 (8TOMLEE)

Frequently Asked Questions

Frequently Asked Questions (FAQ)

Should you have questions that are not covered in this FAQ, please contact us by email or call toll-free at 1-888-886-6533 ext.301. or click here contact us

Customer service is available Monday to Friday 10AM to 5PM PST.

How do I place an order online?
What about credit card security?
Is my transaction information secure?
Why should I open an online account?
FAQ with info relating to our Retail Locations

Will I receive a receipt for my transactions?
What are my payment options?

Does offer International shipping?
If I order more than one product, will I have to pay for shipping on each of the items?
What are the shipping costs?
Can I order a product and ask you to ship to someone else?
If I order today, when can I expect to receive my order?
Who are your courier/shipping partners?
What about insurance?
Can I ship to a PO box address?

International Sales
How about duty or brokerage?

Purchases & Returns:
Can I redeem a Tom Lee Music gift certificate on your Web site?
How do I replace or return a defective product?
Can I purchase on-line and pick up my order at my local Tom Lee Music?
How long will I have to wait for a refund?
Can I exchange a purchase?

The Tom Lee Music Website:How do I use the website?
What if I find a misprint or an error?
Who can I email for issues regarding your retail stores?
Does the Tom Lee Music website use "cookies"?

How do I order online?
Placing orders from our website is simple, fast, convenient and safe. All you need is Internet access, a Supported web browser and an email address. Start by selecting the item you want. You can add it to to your "shopping cart"By clicking on the "Buy Now"button next to the item you want. You can keep shopping and add more items and  check out when you are ready to complete the sale. All you need to do is follow the prompts and you'll be done in no time! If you are having difficulty with this process please feel free to contact us for more assistance.

Which Web Browsers are supported?
The most consistent and recommended support  with our website is with either Firefox (Mac / PC) or Internet explorer (PC Only). You may also use any “Mozilla or Gecko” based browser as well including Mozilla, Netscape, Opera, Camino and Omniweb. However your results may vary.  Cookies should be enabled for our website to work properly.

Will my credit card number be safe?
We use the most robust SSL technology available, which is based upon a 128-bit algorithm, available for use only in North America. This encryption technology is so effective that the US government will not allow the technology to be used outside it's borders for security reasons. We use this standard secure server technology to encrypt all information gathered from our customers at the time of purchase. This means that the information is encoded and is unreadable while it travels to our server. In fact, using your credit card at is considered safer than using it at a restaurant or gas station.

Is my transaction information secure?
For your safety and security all credit card purchases now require Verified by Visa and MasterCard Secure-code. These services provide a secure means to verify the cardholder by a password set up by the user (see below) Our website connects you directly with your credit card company as we do not store any credit card data in our website. The credit card company can usually verify your Verified by Visa and MasterCard Secure-code password within a few minutes.
If you are having trouble with your credit card it may be due to these security feature not being yet activated on your credit card (orders that have failed this process may be classed in the notification as Payment review)
The password for these services is very simple to set up, just call the 1-800 number on the back of the credit card and ask the agent to help you set up the password. Or follow the links below to set this up online.

How will I be prompted to enter my Verified by Visa and MasterCard Secure-code Password?
The page for VBV or secure-code should come after checkout at Page 4 “payment information” In most cases if you do not have Verified by Visa or MasterCard SecureCode set up a pop up should appear.

(Note that the required password is not the 3 digit Cvv number on the back of the card or the security password for your online account  access)

Why should I open an online account?
Opening an on-line account gives you great benefits:

  • View more selection. Depending on your geographic location, you will see more or less product whether or not you are logged in and have an active account.
  • Convenience. If you add something to your basket and want to leave the site, the basket will remember its contents if you visit us again later.

Will I receive a receipt for my transaction?Yes. At the end of your transaction, you are shown an Order Summary screen. Please print this page from your browser as a record of your transaction.. You will also receive an order confirmation and a shipping notification by email which you can retain for your records but will not be used as a receipt.Your official receipt will arive with your order.

I have just made a purchase. Why have I not received a confirmation e-mail?
In most cases if you have just placed an order and have not received a confirmation e-mail or do not get a response from us it is possible that you may be using a Firewall or an anti Spam filter. If you are using a spam filter in your e-mail program you might have to "allow" mail from in order to receive mail from us. If your spam filter sees us as unknown sender it may block the message. This can be most prevalent in Hotmail, Yahoo or any web based mail client.

My Web Browser just crashed, or my sale was interrupted Did my sale go through?
In most cases no. Only sales which have passed the final check-out stage and printed a receipt have gone through. If there is any doubt about your order going through please feel free to contact us and we will be happy to verify your order and help you get back up and running.

Can I correct my info or make a change to my order after an order has been placed?
Yes! Please contact us and we would be happy to assist you make any corrections or changes to your order. We can also assist you with helpful advice about your purchase.

What are my payment options?
We accept; VISA, and Mastercard. All prices and billing are in Canadian dollars. If you are a US citizen and are paying with a credit card that is based in the US your credit card company will automatically convert the funds to US dollars for you. We unfortunately do not accept credit card payments from outside of Canada or USA. We Also do not accept pre paid or one time use credit cards. Using these cards may result in the payment being rejected. In cases where your payment is not one of the accepted types you may contact us to arrange alternate payment

Does offer International shipping?
At this moment, we do not offer International orders. We will deliver anywhere in Canada and the United States. Orders being sent to PO boxes and rural route address must include a physical street address, (highway number and 911 number.) Any orders destined to the United States will be shipped via UPS courier.

If I order more than one product, will I have to pay for shipping on each of the items?
A shipping rate will be applied to an entire shipment regardless of the number of products shipped. When several different products are purchased at once, the shipping cost applied to your bill will be based upon *the gross amount of the pretax sale in each shipment. In special circumstances if the total size and weight of your order exceeds the limit of  the courier an additional charge may apply. Likewise if your address is outside of the normal routes of our available couriers free or basic shipping charges in the shopping cart may not apply. In any case if there is any additional charge required we will contact you with this information prior to shipping

What are the shipping costs?
Shipping & Handling costs are all calculated based on Canada Post shipping services. Shipping estimates may be calculated in your shopping cart pre purchase with our convenient shipping calculator.

All shipping costs include optional insurance (you may opt out by de-selecting the adjacent check box) Orders qualifying for Free Shipping have the default insurance coverage provided by the courier. For full coverage please select any of the other shipping options.

For orders with items classified as overweight the shipping may be listed as “custom quote” in this case calculated costs will vary depending on product weight/dimensions and the value of the purchase.

What about insurance?Shipping Insureance for orders is available upont request.  Insurance for shipping is calculated at 3.25 % of the total or the total value you want covered. Additional charges will apply and a quote will be emailed to you. The insurance charge will be billed seperately to the order.We strongly recommend requesting insurance for any valuable items in your order. You may request insurance by replying to your order receipt email

International Sales. For sales outside of Canada we accept payment and ship to USA only  at this time. Tom Lee Music.  will not be responsible for any duties or brokerage fees added by Customs for orders bound for USA. Please contact your local customs office for information about duties and brokerage for order shipped from Canada.

Can I order a product and ask you to ship to someone else?
In most cases, no. In order to reduce any risk of fraudulent purchases via the website, we do not permit this option at this time. If there are unique circumstances that require such a service, the request will have to meet criteria that ensures and protects both the purchaser (cardholder) and . This process takes time to finalize so please do not make this request if you have to expedite a shipment.

If I order today, when can I expect to receive my order?When you will receive your order will depend on the availability of the product and the shipping method you have selected. The estimated delivery time was on the product detail page. Please note that all delivery times are listed in business days, Monday to Friday. Weekend orders are processed the following Monday (statutory holidays the exception and processing/delivery times are adjusted accordingly). Most orders placed will be processed and shipped in the following business day, with exceptions. You will be contacted if there is any reason for delay.

Who are your carriers/couriers? Can I select my own service? uses Atlas Courier Service for our local deliveries and recognized carriers such as DHL, Purolator, UPS, Fed Ex and Canada Post for all shipping concerns elsewhere. In most cases, once you have been shipped your order, you can track the shipment at the selected carrier's site by submitting the waybill number of your order, which we supply to you in an email, once your item is shipped. We choose which ever carrier can porivide the quickest and most efficient service at the time of shipping.

Can I ship to a PO box address?
Orders being sent to PO boxes and rural route address must include a physical street address.

Can I redeem a Tom Lee Music Gift certificate on your Web site?
At this time our website can only accept a Visa or Mastercard credit card for payment.

How do I replace or return a defective product?
Please email us and request an RMA (return merchandise authorization) number and return instructions. Along with the receipt details (number and date of purchase, amount of purchase, method of payment) please include any relevant details relating to the circumstances that are responsible for the return. All costs related to the shipping of the returned item are the responsibility of the sender, with exceptions, negotiated by in special circumstances. . Please do not return a product without an RMA number, we will not be able to process any refund or exchange without it.

Can I purchase on-line and pick up my order at my local Tom Lee Music store?
Yes. You may select any of our branch locations for pickup on the website and save on shipping. If you should pick up any item from our branch location, you may not return the item without having contacted TLM for a RMA (Return Merchandise Authorization) number.

How long will I have to wait for a refund?
The credit will be made within six weeks to eight weeks of receipt and verification of the merchandise's return and confirmation of liability of damage or malfunction. Refunds on purchases made with a credit card will only be credited to the same card. If an item or order is cancelled, once the refund request is approved by us it takes approximately 3-4 banking days for the bank to process funds back to your credit card.

Can I exchange my purchases?
You may exchange your item within 30 days of it's purchase. All exchanged items must be in salable condition, with manuals and packing materials. You must include your receipt indicating the item and the date of purchase.
*Sale items and clearance items may not be exchanged and are final sales item.

What if I find a misprint or an error?

Contact us by email at, and let us know so that we can correct the problem.

Who can I email for issues regarding your retail stores?
Simply click on the "Contact us" link available on our top toolbar.

Does use "cookies"?
Yes. A "cookie" is an identifier that we place on your computer. You can see what cookies you have and you can choose to delete them at anytime through your browser. We use cookies to make it easier for you to shop. Cookies allow us to make our site more interactive and to give a better shopping experience. You may disable the cookie feature in your browser if you wish.

* reserves the right to make changes to or discontinue this procedure at any time and at's discretion.

Frequently Asked Questions (FAQ) and Information about Tom Lee Music Retail Locations

If you should have questions that are not covered in this FAQ, please contact us by email or call toll-free at 1-888-886-6533 ext.301.

Vancouver - Head Office
Vancouver Academy
Richmond Academy
North Vancouver Abbotsford

TLM Head Office & Main Store
929 Granville Street,
Vancouver, British Columbia, Canada V6Z 1L3
(604) 685-8471 phone (604) 685-2513 fax
Toll Free, 1- 888 - 8TOMLEE (1- 888 - 886 - 6533)
(North America only)
head office:

Monday thru Saturday 10am - 6pm*
*Piano Floor open Sundays, 12 noon to 5:30 pm.

Vancouver - Music Academy
929 Granville Street, 3rd Floor,
Vancouver, BC
V6Z 1L3
(604) 688-8929 phone (604) 685-2513 fax
Monday - 10am to 5pm
Tuesday, Wednesday and Thursday - 10am to 8pm
Friday - 10am to 6pm
Saturday - 9am to 3pm
Sundays and Holidays - closed


2635 Barnet Hwy.
Coquitlam, BC
V3E 1K9
(604) 941-8447 phone (604) 941-8337 fax
Monday thru Saturday, 10am - 6pm

3631 No. 3 Rd.
Richmond, BC V6X 2B9
(604) 273-6661 phone (604) 273-6313 fax
Monday thru Saturday 10am-6pm
Sunday 12noon to 5:30pm

Tom Lee Music Academy, Richmond
3631 No. 3 Rd.
Richmond, BC V6X 2B9
(604) 273-6661 phone (604) 273-6313 fax


#157 - 10090 152nd Street (Impact Plaza, on the
corner of 101 and 152nd at Guildford)
Surrey, BC
V3R 8X8
(604) 588-3200 phone (604) 588-0266 fax
Monday, Tuesday and Saturday 10am-6pm
Extended hours on Wednesday, Thursday - Friday 10am-8pm
Open Sunday 12:00 noon until 5:30pm


19638 Fraser Highway (at Willowbrook)
Langley, BC
V3A 4C5
(604) 532-8303 phone (604) 532-5780 fax
Monday thru Saturday 10am-6pm


Tom Lee Music Academy, Richmond
3631 No. 3 Rd.
Richmond, BC V6X 2B9
(604) 273-6661 phone (604) 273-6313 fax

North Vancouver (Calder Music)
1757 Capilano Road
North Vancouver, BC
V7P 3B5
(604) 988-9974 phone (604) 985-2580 fax


Unit 12, 32451 South Fraser Way
Abbotsford, B.C.
V2T 1X4
Tel : (604) 854-3338
fax:(604) 859-2999


How to use the Tom Lee Music website for purchases.

If you're a new visitor to, or if you are new to shopping online, this section will help you get acquainted with the shopping process. It's quick, it's easy, and it's secure! Our SSL technology utilizes the most secure protocols available at 128 bit algorithm. This is the maximum encryption allowed by the North American governments and is not available outside of North America. Our transaction process is protected by a 488-bit technology that is also used by the US military to secure transmission of launch codes for nuclear weapons. We taken every precaution and spared no expense to ensure that your personal information and transaction info, is as safe as it can be.

1) Browse Products

There are a number of options that will help you to find the products you are looking for. At the top of each page is the Products heading that has a drop down menu, listing all the product categories. Simply pick and click your category of interest and you will jump straight to a particular section of music product, such as "Guitar", by clicking on that link. The sub-catagories directly below will take you to a subsection of that music genre, such as "Electric Guitar," or "Guitar Search."

The side menu/navigation on the left-hand side of your screen allows you to jump straight to a main or subsection, or you can choose to Search by typing in the name or model of the product that you want in the box provided. When using the search feature, in order to ensure an accurate search, try to be as specific as possible. Remember too that not all products are immediately available for view, you must login to your TLM account (or create one) to see the entire range of products displayed for your geographic region.

The Product Category Icons found on the home page will take you to that unique part of the site, profiling items of that catagory. We also have a "Bargains" section and "Specials" section where you will find amazing deals on items from each of our departments.

2) Choose Your Products

Once you have chosen an item that you want, you will be on a product list page which shows prices and the amount that you will save, along with options to view product detail, choose quantities and add to your shopping cart. Click on the "Buy Now" button to add this product to your shopping cart - you can remove it at any time. Keep on shopping for other items; the cart will keep track of all of your product choices for you to decide on later. For more info on the product, click the URL of the manufacturer within the frame/box.
* Note that not all products have links to the manufacturer's site.

3) Your Shopping Cart

Your shopping cart will show the items that you have chosen, the price of each item, and the quantity. Click on "Checkout" to finish shopping and proceed to "Billing Info". You can still change any of your choices at this point. You can "Continue Shopping", "Update" the info or "Remove" items at this point too.

4) Proceed to Checkout

Check out gives you the opportunity to set up a account or use an existing one (if you are not already logged in). This is where you can also tell us where to send your purchase and which payment method you want to use. You can change the quantity or type of products that you have on order, or cancel your order entirely. First you will need to enter the "Billing Info", all fields denoted with an asterisk, must be filled to proceed. Next, fill in the "Shipping Info" to indicate where you would like the item(s) sent to. Please note that if the shipping address is different than the billing address, we will have to contact you as a security measure. Next, you can select shipping options from "Regular", "Expedited" or "Branch Location" pickup, choose which option serves you best.
*Do keep in mind that any expedited selection used in conjunction with a 'heavy' item selection or billing/shipping address alteration, may not be available due to the extra communication involved.

5) Credit Card Info

Enter your card info here, select card type (Visa or Mastercard only) and enter the name as is appears on the credit card, the card number and expiry date. The total amount charged, including shipping, and applicable taxes will be totaled at the bottom of the screen.

6) Confirm Order Screen

Review your info to ensure the data is correct, if necessary, click the back button to make any changes. Click "Finish Order".

7) Thank You Screen

Your order is now complete and you will be at the Thank You screen. Please print this out or take note of the order number for future reference. You will be emailed an Order Summary as well.

Depending on the item and the logistics of the shipping details, you should receive your product within 3-4 business days, unless otherwise indicated as "Expedited" or other shipping details independent of our normal process.

That's it!'s that simple!

Enjoy shopping at, Canada's first Music Retail E-comm site featuring TLM's renown lowest prices and unmatched product selection.

Now shopping for all your musical needs just got easier than ever before....

"Think Music. Think Tom Lee"