Help & Support

Store Services

Rentals

Long & McQuade is the place to rent, whether it's for a day, a week, a month or more. Think of us for parties, weddings, sporting events or weekend gigs. Renting is a great option if you only need the product for a short time or you'd like to try out an instrument before buying it. We also have special rental and rent-to-own programs for schools. click here for more details!

Financing

For our customers who would like to spread out the payments on their purchase, our financing plans are meant to be simple and customer friendly. Long & McQuade offers in-store financing as well as online financing with Uplift. Both options are flexible and affordable. For more information click here.

Buy & Sell Used Instruments

Have you outgrown your student-model flute? Are you looking to upgrade your guitar gear? Bring in your used instrument and we may put the value toward your next purchase, or we buy it from you outright. Through our rentals, trades and purchases from customers, we have a wide selection of "previously enjoyed" products at great prices and with 90 day warranty.

Repairs & Service

We service what we sell! Qualified guitar, band and orchestral, and electronics repair technicians are available to service our customers' instruments and gear. Our customers often appreciate the convenience of needing only to contact one store for all their sales and support needs.

Music Lessons Centres

Many of our locations now offer music lessons in piano, guitar, bass, drums, woodwinds, strings and voice. Our Music Lesson Center feature comfortable studios, qualified instructors and affordable lessons for all ages, levels and styles. click here for more information about our Lessons Centres.

Warranties, Policies & Guarantees

Long & McQuade Performance Warranty

We provide our customers with a FREE one-year Performance Warranty on most of our products. This policy provides our customers additional warranty coverage within the first year that they will not usually get from a limited manufacturer's warranty.

Satisfaction Guarantee

At Long & McQuade, we have a "Customer First" philosophy. Our goal is to ensure that every customer, whether there to buy, rent or just check out one of our products, is 100% satisfied. If ever you are not completely satisfied with our service, let us know and we will do everything we can to make sure that you are!

30 Day Price Protection

If you purchase a product at Long & McQuade and within 30 days find a lower price, either at Long & McQuade or at another authorized retailer in Canada, we will refund the difference.

Price Guarantee

If you purchase a product at Long & McQuade and within 30 days find a lower price, either at Long & McQuade or at another authorized retailer in Canada, we will refund the difference.

Return Policy

Products may be exchanged or returned for a full refund within 30 days of the purchase/shipping date provided they are in original condition and are complete with all the original accessories and packaging. Financed products, special orders, and products exchanged or returned after 30 days will be subject to a restocking charge. Products with missing accessories or packaging, as well as products no longer in original condition, can still be exchanged or returned so long as replacement costs and/or product devaluation are taken into consideration. If your purchase included a free shipping allowance, that amount will be deducted from the amount being refunded. Shipping insurance is non-refundable. click here for more information about how to process a return.

ORDERS & SHIPPING

Ordering Process

After placing an order on our website with a valid email address, you will receive a confirmation within 24 hours. A second email will be sent when your order has shipped along with the tracking information. At any point in this process, you can check the status of your order by logging into your account and clicking on Orders & Tracking on the right hand side of your "My Account" page. The tracking number will also be displayed after it has been shipped.

Back Orders & Delays

Availability displayed on our product pages may change while you complete the checkout process, as it is during this time that our system obtains updated inventory information for the product(s) you have selected. Availability displayed on our web site is an estimate, and is subject to change at any time. If the product is delayed past the posted lead time, you will be contacted as soon as possible with an updated ETA. You are also welcome to contact our toll free line at any time for an update at 1-855-588-6519.

Gift Cards

All of our gift cards are sent electronically by email as an attachment to your Order Confirmation. Each gift card is assigned a 5-digit pass phrase that is printed on the receipt for online use. If you do not have this pass phrase, you can obtain it by sending an email to [email protected] or by calling 1-855-588-6519. You will need to provide the gift card # (it is printed on the back of the card next to GC#) along with the name of the person who purchased the card for verification. You can check the balance of your Gift Card at any time here.

Delivery details

All orders default to ship complete. Please contact us if you wish to split your order and we will let you know if there will be any additional charges. Carriers usually deliver between 8 am and 5 pm local time. If you are not home to accept delivery, they will leave you a delivery notification card with further details and a pick up location.

Delivery areas

For your convenience, we deliver anywhere in Canada. To make sure that orders being sent to PO boxes and rural route addresses get to their proper destination, please include a physical street address, highway number and/or an emergency number with your order. We are currently not accepting orders for shipment outside of Canada.

Oversized items

Due to Canada Post weight restrictions, any item that is greater than 30kg/66lb will be delivered via Purolator.

Tracking your order

You can trace your package with Canada Post by visiting Canada Post's web site at www.canadapost.ca or calling 1-888-550-6333 Monday to Friday between 8:00 a.m. and 6:00 p.m. local time. Packages shipped with Purolator can be tracked from their website www.purolator.com or by calling 1-888-744-7123 Monday to Friday between 8:00 a.m. and 6:00 p.m. local time.

If you still have questions, please click here to review our FAQ page. For more help, please feel free to contact us below: