Policy

Shipping & Returns

How an order gets to you, what it costs, and what happens if it has to come back.

Ask about an orderUS and international

Free over $200

Canada and the US. Flat $20 under it, a few exclusions.

48 hours to decide

From the moment it arrives. Exchange it and there is no restocking fee.

Insured, full value

UPS, with tracking, insured for the declared value of the instrument.

Same-day dispatch

Ordered before 1 pm ET, it ships that day. Weekend orders go Monday.

Within Canada

Shipping

Free shipping in Canada on orders over $200.* The $200 is your order subtotal, after any discount and before tax.

Orders under $200 ship anywhere in Canada for a flat $20.

*A few orders are too big or too far to ship free: oversized or unusually heavy items (a 4x12 cabinet or a digital piano, for example) and remote and northern addresses. If your order does not qualify we will contact you, put a shipping allowance toward the cost, and quote you the rest. You can pay the difference or cancel for a full refund at no charge. Either way, no surprise charges.

All instruments are fully inspected and set up before shipping.

We aim to ship every order the same day it is received. Generally, if the order is placed before 1 pm ET, it will ship the same day. Orders received on Saturday or Sunday will ship the following Monday.

Shipping in Canada is UPS, fully insured for the declared value of the instrument, with tracking.

Online orders

Returns

You have 48 hours from the moment the instrument arrives to decide. If it is not for you, email shop@lauzonmusic.com inside that window and we will authorize the return. Nothing comes back without being authorized first.

Once it reaches the store in the same condition it left, we refund the order in full, less the actual shipping cost in both directions and a 10% restocking fee.

If you would rather exchange it for something else, there is no restocking fee. You cover the shipping on the instrument going back; we ship the replacement the same way we shipped the first one.

Built or ordered to your spec

Custom and special orders

A minimum 25% deposit places a custom order, and it can vary by product. Once we have placed the order with the builder, the deposit is non-refundable and the order cannot be cancelled. A custom build is made to your spec and to nobody else's, so once the builder starts, it exists because you asked for it. We would rather say that plainly now than surprise you with it later.

A special order for something a builder already makes as a stock model is different. You can cancel any time before the builder invoices it and ships it to us, and we refund what you paid less 3% to cover the card processing fee. Once it has shipped to us it is final sale. If it arrives with something wrong, we put that right.

From the Catalogue

Pre-orders

These terms cover every pre-order from the Catalogue: current models we order in from the supplier for you. Placing a pre-order means you agree to them.

Paying for it. You choose at checkout: pay the full price, or pay a 25% deposit. On a deposit, we charge the balance when the guitar reaches the shop, before it ships to you. A deposit is paid by card or PayPal and can't be financed; financing is available on full payment only.

The price. You pay the price you ordered at. Once your order is placed we hold that price, even if the supplier raises it before the guitar arrives.

When it arrives. Time of arrival varies by product. It can be anywhere from two weeks up to several months. After you order, we confirm the ETA with the supplier and email it to you. If it changes, we let you know.

Cancelling. You can cancel any time before the supplier invoices it and ships it to us, and we refund what you paid less 3% to cover the card processing fee. If the supplier can't supply it, we refund everything you paid, with nothing deducted.

Once it ships to us. It is a special order and final sale, and the 48-hour return window above does not apply. If it arrives with something wrong, we put that right, and every new instrument carries the full manufacturer warranty.

United States and overseas

Shipping outside Canada

Lauzon ships to the United States and overseas. The terms below are settled. If anything about your country is not covered here, email the shop and we will tell you exactly what applies to your order.

Do you ship to the United States?

Yes. US orders are a regular part of what leaves this shop.

Will I pay duty, tax, brokerage or customs fees?

No. Duty, taxes, brokerage and customs are handled at our end before the instrument leaves Ottawa. It arrives at your door with nothing to pay.

Is shipping free to the United States?

Yes, on the same terms as Canada. Free shipping to the United States on orders over $200 USD. Under $200 it is a flat $20 USD. Prices are set in Canadian dollars and shown to you in US dollars at checkout.

The same handful of exceptions applies: oversized or unusually heavy items and remote addresses, where we will contact you with a quote before anything ships.

Do you ship outside North America?

Yes. Instruments go overseas regularly.

What does international shipping cost?

There is no flat international rate, and we are not going to invent one. Box size, weight and carrier vary too much by country to quote honestly off a table. Email the shop with the instrument you want and your address and we will price it properly, landed to your door.

Who pays duty and brokerage outside North America?

You do. Import duty, taxes and brokerage on an order going anywhere outside Canada and the United States are the buyer's responsibility, and they are charged by your own country, not by us. We cannot quote them and we will not guess at them.

Are shipments outside Canada insured?

Yes. Every instrument ships insured for its full declared value, Canada, the US and overseas alike. We buy that coverage through our shipping carriers.

Can I return an order shipped outside Canada?

Yes, on the same terms as everywhere else: 48 hours from the moment it arrives, authorized by email first, and the refund is the order less the actual shipping both ways and a 10% restocking fee.

Be aware of what that means on a long haul. Return freight from outside North America is the buyer's, it is genuinely expensive, and any duty or brokerage you paid on the way in is not something we can refund. Ask us anything you are unsure about before you buy rather than after.

Frequently asked

Questions we get

If yours is not here, ask. Somebody who knows the answer will reply.

Does free shipping apply to everything over $200?

Almost. Free shipping covers orders over $200 in Canada and $200 USD in the United States, measured on your order subtotal after any discount and before tax. Under that it is a flat $20 in Canada and $20 USD in the United States.

It does not cover oversized or unusually heavy items (a 4x12 cabinet or a digital piano, for example) or remote and northern addresses. If your order does not qualify we will contact you, put a shipping allowance toward the cost, and quote you the rest. You can pay the difference or cancel for a full refund at no charge.

How do I start a return?

Email shop@lauzonmusic.com. Returns have to be authorized before anything is sent back.

When does the approval period start?

When the instrument arrives, not when you order it. You have 48 hours from delivery.

What if I want to exchange rather than return?

Exchange and there is no restocking fee. You cover the shipping on the instrument coming back, we cover getting the replacement out to you. Email the shop first either way - nothing comes back unauthorized.

Before you order

Ask about your order

Shipping outside Canada, an oversized item, or a return you want to talk through first. Email is the fastest way in.

Emailshop@lauzonmusic.com Call the shop613-725-1116

Quotes on oversized and international shipping are given on the order, not off a table. Nobody can price a crated amp to Osaka sight unseen and we are not going to pretend otherwise.