Terms & Conditions
Misprints and Errors, Product Availability, Prices and Orders Policy
Arbutus Music endeavors to provide current and accurate information on the Web Site. Nevertheless, misprints or other errors may occur. Accordingly, Arbutus Music reserves the right to change the prices, fees and charges regarding the goods and services available through the Web Site at any time and from time to time without any notice or liability to you or any other person. Also, Arbutus Music cannot guarantee that goods or services advertised on the Web Site will be available when ordered or thereafter.
Arbutus Music also reserves the right at any time to reject, correct, cancel or terminate any order. If you order goods or services for which the price was incorrectly displayed, Arbutus Music will provide you with an opportunity to cancel your order. If you order goods or services that are not available, Arbutus Music will notify you by email. Arbutus Music reserves the right to limit quantities available for sale.
The advertisements on the Web Site are invitations for purchase orders, and are not offers to sell. Your properly completed and delivered order form constitutes your offer to purchase the goods or services referenced in your order. Your order shall be deemed to be accepted only if and when Arbutus Music sends an order acceptance and shipping notice email to your email address.
If you wish to cancel an order, email us to request a cancellation. However, Arbutus Music may not receive and process your cancellation request before it accepts and processes your order, in which case your cancellation request may not be effective.
Our Shipping Policy
We offer free shipping on most orders over $100 to anywhere in Canada. Orders under $100 are charged 10% of the order (before taxes). All shipping adjustments and charges will be applied automatically to your order prior to payment. Shipping charges to the United States vary depending on the order value.
Free shipping is valid for new purchases only. Shipping costs will be deducted from refunds on valid product returns.
Free shipping may not apply to oversized or overweight items, and/or items that have additional shipping surcharges due to location restrictions. Should additional shipping charges apply, we will contact you prior to finalizing your order.
All orders are shipped complete. Should items be backordered, we will hold the order until the entire order can be shipped all at once.
Arbutus Music may, at its discretion, choose to ship by Canada Post (our primary method of shipping), Purolator or UPS.
All items purchased from Arbutus Music are insured for the first $100 CAD of value. The risk of loss and title for such all shipped goods pass to you upon delivery to the carrier. You must purchase additional shipping insurance if you require it during check out.
Our Returns Policy
All returns MUST have an RMA number as issued by Arbutus Music.
Returns will only be accepted within 30 days of purchase and are subject to a minimum 10% restocking charge. The charges for freight (if applicable, the freight charges originally paid by Arbutus Music, or "free freight") will be deducted from your refund on top of the restocking fee. You are responsible for safe, insured, and tracked shipping to Arbutus Music. All returns must include all original packaging, manuals and warranty cards in brand new, unaltered condition. Customer is required to supply a copy of the original invoice with their return shipment. All returns will be inspected for wear and tear, abuse, and other damage - additional charges may be apply for restoration to as-new condition. Returns after 30 days will NOT be accepted.
No returns on special orders, discontinued or clearance products, computer software, books, CD's, clothing, opened or used strings, earphones, harmonicas, or drums heads or sticks.
Refunds will be processed within 7 business days of receipt of your returned products on the original method of payment or as a store credit.
Custom Guitar Order Policy
All Custom Guitar orders are subject to special policies and limitations as shown below:
- 50% down payment (40% of which is non-refundable in the event of order cancellation)
- Orders will not be placed without down payment
- Payment in full is required within one week of arrival of product at Arbutus Music or product will be returned to store stock
- Custom orders can, depending on the product, take up 6 months or longer for delivery. As delivery times are out of the control of Arbutus Music, no guarantee is made as to how long the custom order will take to arrive