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* How can I pay for my item?
You can either go through our secure Paypal checkout and use your Visa, Mastercard or American Express, or Paypal OR you can simply call us at 1-877-266-5293 (1-877- COOL AXE) to pay by credit card directly, and give us your shipping info by phone. Email us with any questions, anytime at axe.n.gear@sympatico.ca Our email is monitored 24 hours a day and we will reply very quickly to you.
* What are your shipping policies?
We pride ourselves on low shipping prices and we offer the fastest and most cost efficient methods available to ensure that your package is delivered promptly and safely, guaranteed. Most orders over 199.99 before taxes, include free shipping within continental Canada & USA by Canada Post Expedited/USPS, or FedEx. (Please note that some large orders such as multiple instrument purchases will be subject to a small shipping fee, as will shipping to remote areas). Smaller orders will ship very inexpensively, and the shipping prices are shown clearly with each item. See our full shipping details page HERE.
* Is my instrument inspected before shipping?
Included with your shipment is a detailed quality inspection and full set up if necessary, and every shipment includes full insurance and professional packaging.
*How fast will I get my order?
Ontario, Quebec, Manitoba 2-4 business days
Rest of Canada 4-9 business days
USA 1-3 week
If you need your order even faster, we can do it. Overnight, 2 day, whatever your requirements, we can help. If you want to upgrade your shipping method or are unsure of anything on your order, just email us- we always respond to our emails within a few hours, and we are always flexible on shipping costs where possible and will be happy to answer your questions promptly.
* If I buy more than one item, do you combine shipping?
We always give you the best prices possible on shipping, and in most cases, multiple items purchased at the same time will ship for a lower combined rate. You can email us or call us to inquire about combined shipping for the items you need.
* Who do you use for shipping?
Most of our items are shipped via Canada Post or FedEx to continental Canada and the U.S. * Note: for some of our USA buyers, UPS is used for items shipped directly from our distributor's warehouse in the U.S. to our buyers in the U.S. (subject to our supplier's availability).
*I live outside of North America- What do I need to know?
If you are a customer who lives outside of continental Canada or USA, please contact us for a shipping quote BEFORE you purchase. If you require a shipping quote to your Country, please email us at axe.n.gear@sympatico.ca . We ship daily all around the world, and we always welcome our customers from abroad. Keep in mind, that we will not accept credit card payments from outside of North America.
* How are returns handled?
We always try our very best to resolve any issues, and ensure that you are 100% satsfied. If you have a problem with an item, you MUST notify us within 14 days first before returning it. Returns will be handled with the item being exchanged FIRST (depending on availability) or money refunded, at our discretion.
After contacting us prior to returning your item, and a return is authorized, we will give you the RA (Return Authorization) number that you must affix to the package. Any returns arriving without this number will be refused and sent back. NO EXCEPTIONS.
(NOTE: Buyers remorse is not a valid reason for returning an item). Returns must have all of the original packaging, warranty papers, original strings still in place, pick guard plastics still in place, etc. When returning an item for inspection, the Shipping/ Handling both ways is NON refundable, unless in rare cases, the item was received damaged, and we will then allow the return and file a claim with the shipping company. Restocking fees will apply to items received back and found to be in proper order.
If you have any questions, or encounter any problem please be patient and email us at: axe.n.gear@sympatico.ca. We promise to try our best to answer your questions or resolve your issues, and we will always go the extra mile and strive to make your experience with us a positive one!
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