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Shipping & returns

Shipping

Purchases of $200 and above are eligible for Free Shipping within Canada *with a few exceptions

Purchases under $199.99 will be charged a flat fee of $20 to cover the shipping costs, again *with a few exceptions.

For online purchases, we most often ship with Canada Post. They are reliable, relatively quick and by far the most affordable. We use their Expedited Ground service which offers us the ability to properly insure the shipments, provide full tracking capabilities as well as delivery confirmation. Most deliveries will arrive somewhere between 3-5 days of being shipped, many times sooner.

* In some cases, we would opt to use Fedex Ground for locations that Canada Post doesn't deliver to or in cases of heavier items etc. The extra cost would be communicated to you and agreed upon before we would proceed with any additional costs for shipping.

* Some locations in Canada are considered remote by shipping companies and therefore cost a fair bit more to ship to. If this is the case with your shipment we would inform you before proceeding with your order to make sure that you understood and agreed to the additional shipping charges.

Returns

In store purchase returns will be handled by our staff in our store. Online purchases are a bit different in the way that they are handled. For online purchases, your 7 day period starts the moment that you sign for your items delivery. If, for any reason you would like to return your purchase you may. You must first contact us with your order information and we will issue you a Return Authorization Number. This must be done within the first 7 days. You will then need to re-pack and send your product back to us. The return shipping costs must be paid by you. While shipping insurance is optional, we strongly suggest that you properly insure your shipment in case anything goes wrong during the return shipping. The return shipment is your responsibility until it arrives back to us in our store. Once we receive the return shipment, we will promptly assess its condition to ensure that it is in its original new condition. Once that is done, we will promptly refund your purchase amount. Original shipping charges are non refundable so they will be deducted from you refund amount.

Instruments

Any new instrument that we sell may be returned for a full refund, store credit or exchange of equal or greater value up to 7 days from the purchase date. Your instrument must be returned in its original condition with all of its original packaging. Any wear and tear will be assessed and a restocking charge may apply. For online purchases, the return period begins when you sign for your delivery.

Software

Unopened software may be returned for full credit or exchange of equal or greater value up to 14 days from the date of purchase.

Books

All books by their nature can be copied. Therefore, we can not offer any refund, credit or exchange on books.

Used/Consignment Products

Used products (items owned by KAOS) may be returned for exchange or store credit within 7 days of purchase. There are no returns or exchanges permitted on consignment products, all sales are final.