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The Tom Lee Music Website

How do I order online?

  • 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, then adding it to your "shopping cart" by clicking on the "Buy Now" button next to the desired item. You can keep shopping, adding multiple items. Once you are ready to complete the sale, click on “Proceed to Checkout”. From there, 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?

  • Which web browsers are supported?
  • The most consistent and recommended browsers for viewing our website is Google Chrome, Mozilla Firefox, Internet explorer, Safari, or Opera. Cookies and Javascript should be enabled for the website to display properly.

Is my transaction information secure?

  • 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 entering 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 on 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 this 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 your credit card and ask the agent to help you set up your password, or follow the links below to set this up online:
    http://www.visa.ca/en/personal/securewithvisa/vbv/index.jsp
    http://www.mastercardsecurecode.com


Why should I open an online account?

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

    • More selection. Depending on your geographic location, you will see more or less products 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 website, the basket will remember its contents next time you visit.


How do I request technical support?

  • How do I request technical support?
  • If you are having technical trouble with any purchase you may submit any requests for technical support. To do so please log in and submit a request at My Helpdesk Tickets A support ticket will be created for your request and our staff will see to your request!

Will I receive a receipt for my transactions?

  • Will I receive a receipt for my transactions?
  • 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. Please note that the shipping notification cannot be used as a receipt. Your official receipt will arrive with your order.

What are my payment options?

  • 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 above, you may contact us to arrange alternate payment.

Does tomleemusic.ca offer International shipping?

  • Does tomleemusic.ca offer International shipping?
  • For sales outside of Canada, we accept payment and ship to USA only. Tom Lee Music will not be responsible for any duties or brokerage fees added by customs for orders bound to the USA. Please contact your local customs office for information about duties and brokerage on orders shipped from Canada.

If I order more than one product, will I have to pay for shipping on each individual item?

  • If I order more than one product, will I have to pay for shipping on each individual item?
  • A shipping rate will be applied to an entire shipment regardless of the number of products in your cart. When several different products are purchased at once, the shipping cost applied to your bill will be based upon the gross amount of the pre-tax 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. If your address is outside of the normal routes of our available couriers’ free or basic proximity, shipping charges in the shopping cart may not apply . If there is any additional charge required, we will contact you with this information prior to shipping.

What are the shipping costs?

  • What are the shipping costs?
  • Shipping & handling costs are calculated based on Canada Post shipping services. Shipping estimates can be calculated in the shopping cart before your purchase is completed by using our convenient shipping calculator.

    All shipping costs include optional insurance (you may opt out of this 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 situation, calculated costs will vary depending on product weight/dimensions and the value of the purchase.

    Important Notice: Purchase online with confidence. In the event of a Canada Post disruption of service Tom Lee Music will be prepared to ship your order using other couriers. Continue to check out using the provided shipping options in the shopping cart. If required orders will be switched to a courier service of equivalent time and value. (Purolator will generally be used in cases where appropriate)

Can I order a product and ask you to ship to someone else?

  • Can I order a product and ask you to ship to someone else?
  • In order to reduce any risk of fraudulent purchases via the tomleemusic.ca website, we do not permit this option. 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 tomleemusic.ca . 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?

  • If I order today, when can I expect to receive my order?
  • This depends on the availability of the product and the shipping method you have selected. An estimated delivery time is listed on the product detail page. Please note that all delivery times are listed as business days, Monday to Friday. Weekend orders are processed the following Monday. Statutory holidays are excluded. Most orders placed will be processed and shipped by the next business day, with some exceptions. You will be contacted if there is any reason for delay.

Who are your courier/shipping partners?

  • Who are your courier/shipping partners?
  • We use 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, 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 has been shipped. We choose whichever carrier can provide the quickest and most efficient service at the time of shipping.

What about insurance?

  • What about insurance?
  • Shipping insurance for orders is available upon 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 separately than 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.

Can I ship to a PO box address?

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

How about duty or brokerage?

  • How about duty or brokerage?
  • For sales outside of Canada, the only other country that we accept payment from and ship to is the USA. 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.

Online Store Returns or Exchanges

  • Online Store Returns or Exchanges

  • Online Store

    • I don't live near your retail locations. What if I need to return a product purchased online?

       

      To request a return or exchange a product purchased online please Log in to “your Account”. When logged in you can request a “return merchandise authorization” (RMA) under the “My Returns/Exchanges” Tab.Your request will be evaluated and a reply with instructions will be sent to you. In the RMA form please reference your original order number Item and reason for return. If applicable please provide all relevant details relating to the circumstances for the return. All costs related to the shipping of the returned item are the responsibility of the sender, with exceptions, negotiated by Tom Lee Music in special circumstances. We will not be able to process any refund or exchange if an RMA number is not provided.

      •  

    • Can I exchange a product in my online order?

       

      You may exchange items in your order before the items have been picked for shipping, To do so please log in and submit a request at “My Returns/Exchanges”

     

    Retail Locations

    • What if I need to return a product purchased at a Tom Lee Music retail location

       

      Items may be returned



Can I redeem a Tom Lee Music gift card on your Web site?

  • Can I redeem a Tom Lee Music gift card on your Web site?
  • Our Gift Cards do not work for online purchases. We currently accept Visa or MasterCard for online payments

How do I replace or return a defective product?

  • How do I replace or return a defective product?
  • To replace or return a defective product, please contact us and request an “RMA” (return merchandise authorization) number and return instructions. Please have your receipt, date of purchase, amount of purchase, and method of purchase on hand. We may also ask you for other 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 Tom Lee Music in special circumstances. We will not be able to process any refund or exchange if an RMA number is not provided.

Can an online purchase be picked up at a Tom Lee Music location?

  • Can an online purchase be picked up at a Tom Lee Music location?
  • 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 Tom Lee Music for a RMA (Return Merchandise Authorization) number.

How long will I have to wait for a refund?

  • How long will I have to wait for a refund?
  • Credit will be made within six to eight weeks of receipt and verification of the item’s return and confirmation of liability of damage or malfunction. Refunds on credits cards will only be credited to the card used for the initial purchase. Once a refund request has been approved by Tom Lee Music, it takes approximately 3-4 business days for the bank to process the funds.

Can I exchange a purchase?

  • Can I exchange a purchase?
  • Yes, exchanges for products are eligible within 30 days of its purchase date. All exchanged items must be in new saleable condition, with manuals and packing materials included. You must also include your original receipt. Please note that sale and clearance items may not be exchanged and are considered final sales items.

Can an online purchase be returned/exchanged at a Tom Lee Music location?

  • Can an online purchase be returned/exchanged at a Tom Lee Music location?
  • Yes! Online purchases that are complete, received with packaging, and accompanied by the original receipt can be returned or exchanged at any Tom Lee Music location within the same 30 day period.

How do I use the website?

  • How do I use the website?
  • If you're a new visitor to tomleemusic.ca, this section will help you get acquainted with the shopping process. It's quick, easy, and secure!

    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, you can find the “Shopping” drop down menu, listing all the product categories and their respective sub-categories. Simply pick and click your category of interest and you will jump straight to a particular type of product. The sub-categories directly below will refine your search even more.

     

    Search

    Search for products 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 do not use commas and try to be as close to the product name as you can.

     

    Refine

    You can further refine your search results or product subcategory by price and brand on the left side.

     

    Sort

    You may also sort the viewing order of your results by featured items, brand, or price (low to high or vice versa).

     

    Product Details

    Once you have found an item that you want, click on the image or title to see the product details section which shows the price along with additional tabs of the product details. You may choose the desired quantity and click on the "Add to Cart" button to add the product(s) to your shopping cart. You can remove items or edit quantities in your shopping cart at any time.

     

    Add to Wish List

    Add to wish list (heart Icon) will keep track of all of your product choices for you to decide on later, even if you leave the website.(you will be prompted to log in or create an account to use this feature)

     

    Add to Compare

    Click this button to add each item that you are shopping for to a compare features chart. Click the Compare Features at the upper right hand side of the page header so you see your results.

     

    Share

    If you see a product you wish to share with someone you may use this to automatically send an email with the product link

     

    Price Match Request

    If you see a competitive price at any authorized US or Canadian dealer click this button to let us know.

    Please first read our price match/beat policy linked here http://www.tomleemusic.ca/policies/.

     

    Product Inquiry

    If you have a question regarding the item you are viewing, click this button to send us a question regarding it and the item will be linked with your questions to us.

     

    Stock Availability

    Items are marked as “in stock” or “out of stock”. On approved orders “in stock” items will usually ship as soon as the next business day. Items marked as “out of stock” will cause a delay. Note: We may be able to special order some items from our suppliers or from our retail locations, however “out of stock” items cannot be guaranteed. Please contact us for more details regarding the exact availability of the product you are looking for.

     

    Shopping Cart

    Your shopping cart will show the quantity and price of the items that you have chosen. You may also "Continue Shopping", "Update" the item quantity or "Remove" items at this point.

     

    Proceed to Checkout

    Once you are happy with the items in your cart, click on "Proceed to Checkout" to finish shopping and complete your purchase. (For customers who are already logged in, your shopping cart will be saved for later checkout)

     

    My Account

    Upon the first time using the “proceed to checkout” option, you will be prompted to “log in” or set up a new account. Your account saves your preferred shipping addresses, wish list and shopping cart items. Your account can also display the status of your online orders and you may make direct requests for refunds/exchanges or technical support!

     

    Billing Information

    Your billing information needs to reflect the name of the person whose name appears on the credit card being used. Please fill this out as accurately as possible for verification. Note that all fields denoted with an asterisk must be filled to proceed.

     

    Shipping Information

    While having a shipping address that is the same as billing can help speed up payment verification, you may save other addresses under shipping information. This can be helpful if you need to have an item delivered to an alternate address such as a workplace. As couriers work Monday to Friday 9:00 am - 5:00 pm, make sure someone is present at the address to receive the delivery.

     

    Payment Information

    Enter your payment information. Select your card type and enter the name as is appears on the credit card. Enter the card number, expiry date and CVV (3 digit number). The total amount charged, including shipping, and applicable taxes will be totaled at the bottom of the screen.

     

    Important Payment Requirements

    Your order (including special orders or pre-orders) will be charged right away.

    We unfortunately do not accept Pre-paid Gift Card / Pre-paid Credit Card /Visa/MC Debit cards

     

    1. What types of payment does Tom Lee Music Accept?
      We only accept Visa or MasterCard using Verified by Visa or MasterCard SecureCode.
    2. What is Verified by Visa or MasterCard SecureCode?
      It protects your credit card from fraud so only you can purchase products online, not the bad guys.
    3. Can I use my Visa or MasterCard without this protection?
      Sorry, we’d love to help you but unfortunately without using Verified by Visa or MasterCard SecureCode we cannot complete your order.
    4. How do I set it up?
      Verified by Visa or MasterCard SecureCode can be quickly activated, click this link or the icons on the right and follow some easy steps to get setup with Visa or MasterCard for peace of mind.

     

    Order Review

    Review your order info to ensure the items and details are correct. If necessary, click the back button to make any changes. Once you’re happy with your selection, click “Place Order".

     

    Thank You Screen

    This page confirms the order placement has been successful and should display an order number and a link to print the order (if you don't have a printer most Mac or PC computers can also “print to a PDF file”). You will also receive an order confirmation email with details of your order and a link to track its progress.

     

    That's it! It's that simple!



What if I find a misprint or an error?

Who can I email for issues regarding your retail stores?

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

Does the Tom Lee Music website use "cookies"?

  • Does the Tom Lee Music website 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 any time through your browser. We use cookies to make it easier for you to shop by allowing our site to be more interactive, providing a better shopping experience. You may disable the cookie feature in your browser if you wish.

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