Frequently Asked Questions
When will I receive my order?
Orders are only shipped on business days, Monday through Friday. No orders are shipped on Saturday or Sunday, or Holidays.
In stock, non-pre-order items shipping to addresses within the Canada are sent by Canada Post depending on weight and usually take 7-10 business day to arrive International shipments including U.S. and Mexico are made via Canada post (mail) and may take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery. However there maybe cases where it can be as long as 8-12 weeks for delivery, due to delay, customs, remote and etc which is beyond our control.
Orders received over the weekend and on holidays will be processed the following business day.
A Note To Customers Living Outside Canada
If you order products for delivery to a shipping address outside Canada, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
If you do not receive your order within the time frames above, please contact Customer Service using the form on the Contact Us page.
I never received my confirmation e-mail after ordering/registering/shipment.
Please check your Spam box — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, go back to the store, navigate to the “Contact Us” page, and send us an email.
How do I contact customer service?
Please use our “Contact Us” page for all customer service enquiries. Unfortunately we are unable to assist via phone.
Pre-Order & Order Merchandise
Pre-release ordering is available for select products. These items will indicate a "Pre-Order" flag. The release date of your items will be shown on the details page. This date is unfortunately subject to change without notice due to delays with manufacturers and suppliers. We make every effort to ship Pre-Order products to arrive at Canadian addresses on or before street date, but cannot guarantee a delivery date. All items on your order (including all non-Pre-Order items) will ship on the pre-order item/bundle(s) release date provided. If your order contains more than one Pre-Order item/bundle, your order will ship on the latter Pre-Order release date. Pre-Orders are charged at time of purchase.
If you live in the Canada and would like to receive your music on or about release date, please place your order no later than 10 days before the scheduled release date. International orders will not arrive by the Canadian release date and may take an additional 3-4 weeks to get to you. International shipments including the US and Mexico are sent by Canada Post and may be held by your local Customs Authority for an additional 10-14 days depending upon the customs laws in your country. Therefore, it is best to allow 4-5 weeks for delivery.
Please note that prices maybe subject to change which might result in orders being canceled.
There is a limit of 4 copies each music format or limited edition product per customer. Any orders that surpass this amount and/or suspicion of fraud or reselling will be subject to automatic cancellation.
What forms of payment do you accept?
Please note that all prices listed in our store are in CAD Dollars unless states otherwise.
We accept Visa, MasterCard, American Express and PayPal. We are not accepting cash, checks or money orders.
We are very sorry but we do not accept Visa, MasterCard or American Express gift cards.
Is it safe to use my credit card?
Safeguarding your privacy and confidentiality is of the utmost importance to us. Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transferred over the Internet. We also use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.
How will the transaction show on my credit card statement?
The transaction will show as "Warner Music Canada, Toronto, ON."
How to Change Your Order?
The Warner Music Canada Webstore processes your orders very quickly. If you find that you have made an incorrect order, please notify us immediately by filling out the Contact Us form. If your order has not yet been processed, we may be able to correct it. However, if the product has already been shipped, we will be unable to change any portion of your order. We will not be able to add items to an order once it has been submitted.
Sales tax
The amount of your sales tax will be calculated and displayed during the checkout process.
Size Chart
If you have questions regarding sizing, please consult our size guide page.
How Do You Calculate Shipping?
Shipping costs are determined by the size, weight, shipping method and delivery address of your order. You will see your actual and total shipping costs at checkout before you are asked to provide your payment information. Please note that addresses outside of Canada may have additional handling fees applied to the order as well. You will also be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
All orders that contain posters, please note that the poster will ship separately in a poster tube and your order may arrive on 2 separate days.
Shipments to addresses within the Canada are sent by Canada Post and usually take 7-10 business day to arrive, or 3-5 days with expedited shipping. Certain international destinations, P.O. Boxes and APOs are not eligible for expedited shipping. Your domestic order will ship to arrive on or about the release date .APO addresses have an average transit time of 10-21 days. International shipments including US and Mexico are made via international post (mail) and take up to 21 business days to arrive. In certain countries, we offer Canada Post Expedited shipping for faster arrival and order tracking. Tracking may not be available for orders outside of Canada. Once an order ships, delivery will be made in 5-7 business days. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery.
A Note To Customers Living Outside Canada
If you order products for delivery to a shipping address outside Canada, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
Returns and Exchange
If you have received damaged, defective or incorrectly shipped merchandise, please return the unwashed and used product within 30 days of receipt by following the Return/Exchange Instructions below. We will gladly replace the merchandise without additional charge, or provide you with a full refund. If you have ordered incorrectly please follow the Return/Exchange Instructions below. On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment. If it is 30 days after your purchase then unfortunately we can't offer you a refund.
To be eligible for a return, your item must be unused, unwashed and in the same condition that you received it. It must also be in the original packaging.
Returns and exchanges can be initiated via the Contact Us page. Please select the appropriate reason for your contact and be sure to provide all of the following information:
- Customer Name
- Your billing address
- Your phone number
- Order confirmation number
- What you are returning and why
- How you would like us to handle your return or exchange
Wait for a Return Authorization from us prior to returning the product. We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Note, products sold and shipped to outside Canada are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, please allow 3-4 weeks for your return to be processed.
Please note any item washed and/or used will be concerned final sale.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, keep in mind that it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please send us a note via the Contact Us page.
Sale Items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged (please note a request of a video or photos may be asked to deem the product defective). If you need to exchange it for the same item, please use the Contact Us form.
Non-Returnable Items
Unfortunately, we cannot accept returns on the following items:
- Any apparel item that has obvious signs of use
- Any CDs,vinyl records or Boxsets that have been opened (taken out of its plastic wrap) unless it is defective (please note a request of a video or photos may be asked to deem the product defective)
- Downloadable media or software products (except if you’ve accidentally purchased multiple downloads of the same product)
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
- Any product missing the serial number or UPC
- "Final Sale" items
- Items Shipped Outside of Canada
A Note To International Customers
If you order products for delivery to a shipping address outside Canada, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.
Promotional Codes
Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined.
Music products redeemed by PIN Codes are subject to release date.
Q. How do I download and play my music?
Please note that digital file be delivered by 12pm on release date (unless stated otherwise)
1. Click The Download Link
Once your order has been completed, you will be sent to the order confirmation page. Below your Order Confirmation number, you will see a Downloads section, and a link to "Click to Download"
You will also receive an Order Confirmation E-mail with your download link, which will have the link where it says "Your digital download is available"
Clicking this link will download the Zip folder onto your computer. This may take a few minutes to finish (or longer for a Video or HD file).
2. Unzip
Once the download has completed, located the folder on your computer (Most likely this will automatically go into your Downloads folder if you don't choose a different destination).
Note: this is a Zip file that will need to be unzipped. If you don't have the software for this, you can download WinZIP or 7-Zip for Windows, or Zipeg for Mac.
On a PC: You can right-click on the Zip folder, choose extract all. Or open in your Unzip utility.
3. Play
You can Double click the Song(s) to open in your default music program (iTunes or Windows Media Player). You can also open the program and drag the tracks in to play them or add to your library.
If you purchased an HD or Flac download, iTunes and Windows Media Player do not support this format. We recommend VLC Player, which supports all music and video file formats. You can Download VLC for free here.
Q. What if my download link doesn't work?
A. Please reach out to Customer Service through our Contact Us page, and we will make sure you get your music as soon as possible!
Please Note: if you ordered a product with a future release date, you will not receive the download link immediately. You will receive an email with the download link on the release date. You can see the Release Date on your order confirmation.
Q. Can I download directly onto my handheld device (such as Android, iPhone, or blackberry)?
A. Yes, On android devices this is possible with the use of the WinZip app. To do this open WinZip android app and navigate to the "Downloads" folder, find the zip file fo the music you just downloaded and select the option "extract to.." and extract the files to your music folder on the android SD card. The music should now be automatically imported. For a more detailed guide on extracting music zip files with your Droid device click here. We apologize, but at this time we do not support mobile download options using iPhones or Blackberries. You will need to download your tracks onto a computer and import them onto your handheld device. Consult the FAQ's for your specific device for help on importing the tracks.
For an iPhone, iPad, or iPod: You can first download the music to your computer, open the MP3's in iTunes, then sync the device with your computer to add the music.
Q. What quality or bit rate are the MP3 downloads?
A. MP3's purchased from this store are 256K bit rate, a compression rate that balances manageable size for downloading and high quality audio.
Q. How long does it take to download a track or album?
A. This will depend on your connection speed, the file size of the track and Internet traffic.
Standard estimates for downloads:
Single download: Less than one minute - several minutes
Album download: 1 - 15 minutes
*Music Videos and HD albums can be very large files and take longer to download, up to an hour
Q. What if I forget to click the Download Now button right after I complete my order?
A. You will receive an e-mail order confirmation that will have a link.
Q. What if my download process is interrupted?
A. If the track download is interrupted for any reason (i.e. knocked offline, hit wrong button), you can return to the original Download Now link and start the process over.
Q. I have a "corrupt" file. What is the issue?
A. The file may be corrupt because it did not fully download. Please download the music file again.
Q. What if my file is "damaged"?
A. If the file is damaged or you receive an error message, we will work with you to resolve the issue and provide a proper file. Before contacting customer service, please consider disabling any firewall programs and attempt to download again. If you continue to have issues, please reach out to Customer Service through our Contact Us page with specific details about your issue and list the email address used to obtain it.
Q. Why did I get a warning message that “Some files can harm your computer. If the file information below looks suspicious, or you do not fully trust the source, do not open or save this file.”?
A. This is a standard Microsoft warning which will appear whenever you download any file from the internet. It is a way to confirm that you are purposefully downloading a file, as opposed to clicking on an unknown link.