FAQ

Orders

How do I contact a customer service agent?

Visit our Contact page to view our support hours and to contact us via phone, email, web chat or social media. 

Where do I use my discount code?

You can see the final discounted amount by entering your code in the “Coupon Code” field on the Checkout page. You can test a discount code in your cart, but the final amount may vary due to shipping and price exclusions. You cannot apply more than one discount code to an order. If your code doesn’t work, please contact a customer service agent for further assistance.

Are discounts available for bulk orders?

If you are interested in purchasing a base carton amount of a particular sundry item, and that item does not fall under a price exclusion, please contact a customer service agent to obtain a discount code. Group or educational discounts for instruments, effects, and amplifiers may be similarly obtained.

Is the website stock accurate?

Unlike a catalog site, if you see a product online that means it is in stock and ready to ship from our physical location in London, Ontario. Note that some items or colour combinations may be visible but marked as back-ordered. The delivery time for these items varies by manufacturer; please consult a customer service agent for more information.

Are photos on the website accurate?

Due to the individual and unique nature of our products, items delivered may vary with respect to wood grain as well as exact distribution and shade of finish coating. The photos on our website are a fair representation of the design, color, and features of each instrument. If you are concerned about any minor aesthetic variances of the product you are considering or have ordered, please contact one of our customer service agents or read more.

How do I cancel or change my order?

Please contact one of our customer service agents to cancel your order. If your item has already shipped, wait for it to arrive and follow these instructions to initiate a return.

Payments

What payment methods are accepted?

We accept all major credit cards and PayPal. We are unable to accept cheques, electronic transfers, or cash on delivery.

Is buying online safe?

Yes! We force all site traffic through servers secured with SSL encryption. Credit card information and PayPal login info are never stored on our servers – instead transmitted directly to our payment processing gateways and protected under AES-256 encryption. Stripe and PayPal are both PCI Service Provider Level 1 compliant.

Shipping

What shipping methods are available?

We ship to Canada using Canada Post tracked parcels. We are unable to ship using an alternative shipping service, to a PO box, or to a different address than the credit card billing address on file with your banking institution.

How much does shipping cost?

Shipping is free on all orders over $99. Orders below that threshold are subject to a flat rate shipping charge of $12.99.

How do I know if my order qualifies for free shipping?

If your order meets the minimum requirements for free shipping, your checkout screen will show a zero value for shipping. Please contact a customer service agent should you have any questions or concerns.

When will my order arrive?

We process and ship orders within 1-2 business days. Once your order has shipped, you will receive an automated email containing your tracking information. You can enter your tracking number here to see how far along your parcel is.

You can also track your order using the order number found in your confirmation email at https://bellonesmusic.com/order-tracking.

If you do not receive a shipping confirmation within 3 business days of placing your order, please check your spam folder and then contact a BellonesMusic.com customer service agent.

Do you ship outside of Canada?

Unfortunately, we are unable to ship outside of Canada at this time. Our doors are always open at 446 York St. in London Ontario if you’re ever nearby and want to swing by the shop!

Returns

Can I return a product? What are your return policies?

We accept returns on new and unopened merchandise within 30 days of delivery. Any damage to or misuse of the item may incur restocking fees at the discretion of management. We are unable to offer compensation for return shipping.

How do I return a product?

Your order shipped in resealable packaging, which also contains a return shipping label. If your order is unsatisfactory, repackage it in the envelope or box and affix the return shipping label over the existing shipping label. Visit https://bellonesmusic.com/returns for more detailed instructions.

Accounts

Do I have to create an account to place an order?

No, but having an account allows you to access and download your past invoices, save online gift cards, as well as change your address and payment details.

How do I reset my password?

Visit our Lost Password Reset Page and enter the email you used to sign up. Check your email and follow the instructions. Voila!