Store Hours
When are your regular store hours?
Monday-Friday: 10:00am-4:30pm
Saturday: by appointment only
Sunday: closed.
Are you open on holidays?
We are closed on all major Canadian holidays. We are often closed on days we are attending conferences.
Any other days we are closed will be posted in the announcement bar at the top of the web page. If you have questions, please contact us.
Pre-Orders & Out-of-Stock
Can I pre-order?
If you would like to pre-order an item that is currently out of stock, please contact us using the contact form. Please include:
1. The SKU / product name
2. Quantity of item(s)
3. Your information (name, shipping address, e-mail or phone number)
An item is out of stock. How can I be informed when it comes back?
When you click on the product page and it is out of stock, click the button "Notify me when available" and enter your email. You will be informed as soon as it is back in stock.
Shipping & Delivery
Shipping Fees
- Order total $199.99 or less: Shipping charge $15.00
- Order total between $200.00 - $299.99: Shipping charge $20.00
- Order total between $300.00 - $399.99: Shipping charge $25.00
- Order total between $400.00 - $499.99: Shipping charge $30.00
- Order total $500.00 and over: Shipping charge $35.00
Additional Freight Charges
Additional freight cost will apply in Canada to any postal code designated by Canada Post as an Air Stage Office. For special courier service or if your order must be shipped by air, we will obtain competitive quotes and advise you of the additional costs.
Outside of Canada
In the United States for Alaska, Hawaii and all US possessions or territories, please contact us for shipping rates and information.
"Sorry, this product is not available in your location."
Unfortunately, certain brands (such as Suzuki) are not distributed outside of Canada.
Login / Sign-Up
"This e-mail address is already associated with your account".
If you have ordered online with us prior to July 10 2023, your e-mail used to order may be in our database. In that case, please check your email for a link to activate your account and select a password (check your spam/junk!). If you are unable to login, please contact us so we can re-send the activation link.
"You are already signed in. Customers with accounts cannot sign up and create a new account with the same email." (Wholesale customers only).
If you have signed in as a customer and want to create a wholesale account, you must sign up through our wholesale portal with a separate e-mail.
Returns & Breakages
What is your refund policy?
Before returning goods, please first contact our office, and we will advise the best method. We do not accept collect shipments.
If for any reason you are not completely satisfied with your purchase, you may return it in its original packaging within 30 days for a full refund. For hygienic reasons, the refund policy does not apply to instruments that are blown into, e.g. recorders, harmonicas, melodians, kazoos, etc.
Please be sure to package the item securely to avoid damage in transit. Of course, if there is a manufacturing defect or shipping damage, the item will be replaced or money refunded. When we receive the returned item we will credit your account.
I've received my order, but one of the items arrived damaged. What do I do?
Please contact us with your invoice number and let us know which item was damaged. We will send you a replacement together with instructions for you to return the damaged item to us. You will temporarily have a second invoice for the replacement item, but as soon as we receive your damaged item, we will credit your account.
Discounts
Where can I find discount codes?
If you subscribe to our newsletter, you may be eligible to receive frequent discounts on select products. Additionally, delegates to workshops, festivals, and conferences where Empire Music is a sponsor may also receive discount codes. Check our news & events section for more info.
How do I apply a discount code?
To apply your discount code, you must log in and select the products you want to buy. Upon checkout, you will see a form to the right of the page where you will type in the code (case-sensitive). Click "apply", and you will be able to see the discounted price.
Why isn't my discount code working?
The discount code you have selected may be incorrect, expired, or not applicable to your product/account.
Repairs and Replacement Parts
Do you repair instruments?
Yes! We are able to repair most of the instruments we sell, provided that we have the parts in stock. Please contact us for cost and availability of parts. We are unable to repair instruments that we do not sell.
The rubber tubing on my Suzuki or EMUS Orff instruments is wearing out. Do you sell replacement tubing and bar nails?
Yes! Just let us know what kind of instrument you need the tubing for (Alto Metallophone, Bass Xylophone etc.). If you need bar nails, please be very specific as to which type of nail for which instrument you need (eg. side hooks for a bass metallophone, bar dividers for a soprano xylophone, etc.)
My xylophone isn't a Suzuki or an EMUS. Will your parts fit?
Unfortunately not. Each instrument manufacturer has different specifications and parts are not inter-changeable between brands. We recommend that you contact the shop where you made your purchase for assistance.
Product Specific
Recorders - What's the difference between German fingering and English/Baroque fingering?
When you play a scale with German fingering, you remove each finger in succession. If you are using English/Baroque fingering, you would play Low F by holding the middle finger of the right hand up, and all others down. Soprano and sopranino recorders are available in both fingerings, but alto, tenor and bass are usually only available in English/Baroque.
Recorders - Can I tell which fingering my recorder is by looking at it?
Yes. When you look at a German fingering recorder, the fourth hole from the top of the instrument is larger than the fifth hole. On an English/Baroque recorder, the fifth hole from the top is larger than the fourth hole. Which fingering is the most popular? Both are equally popular. The choice depends on the individual recorder teacher.
Ukuleles - You have High A and Low A tunings for ukuleles. What's the difference?
Some people tune their ukes ADF#B. That's Low A, or D6 tuning. High A, or Traditional C6 tuning, is GCEA. Some people tune High A by singing “my dog has fleas”. There is also a form of GCEA tuning with a low G string. Tell us which tuning you prefer and we will pre-tune your ukulele as requested.
Contact Us
Questions? We'd love to help! Contact us at (604) 324-7732 , email us at empire@empire-music.com, or fill out the form below.