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CONTACT US
QUICK NOTE: Adworks Inc. operates ShopEMI.com as a "just in time" facility. We have to wait for product to come in from EMI Music Canada and then we ship it to you. Typical delays are a result of low inventory at their warehouse and sometimes there can be a delay of 2-3 weeks while they build more product (in those cases we are usually on the phone before you email us, trying to push them to manufacture more).If your question is about the status of an order, we have provided status on your order at 'My Account' page at ShopEMI.com. Please refer to this page BEFORE asking us about the status. Keep in mind, if you live outside Canada there can be border/custom delays and as a result we cannot guarantee international deliveries.
To contact us via e-mail (we prefer email): CLICK HERE
OTHERWISE: (905) 624-2246
Troubleshooting : General
Do I need to be a Member?
You don't have to be a member to browse this site but you will have to become one to order a product.How do I cancel my Order?
You may cancel an order by following THIS LINK. To cancel an order, your order must still be in the queue for shipping. Shipped products cannot be cancelled.What are the benefits of becoming a member?
By becoming a member we will remember your Shipping and Billing information and give you access to your Order History (for greater security and respect for your privacy we will not store your credit card information beyond the lifetime of a purchase). By remembering this information it will make it easier for you to come back and order again. At no time do we share your information with other individuals or companies without your expressed permission. PERIOD. For more about our Privacy Policy you can follow this link to view the Privacy Policy of EMI Music Canada (which we follow to the letter). Should you wish to change your member information, you can do so by visiting MY ACCOUNT. Should you wish to cancel your account and have your account information deleted please email your request to hostmaster@emimusic.ca and we will take care of it. You will have to acknowledge your request at the email address you currently have stored in MY ACCOUNT.Do I need cookies?
You will need cookies enabled to enjoy the full shopping experience.What browsers are supported?
This website is supported by almost all major browsers. We have had some reports of inconsistent behaviour on the Safari browser for the Mac platform and therefore do not recommend using it to navigate ShopEMI.com. Please use Navigator or Firefox (MSIE is NOT supported on the Mac).How do I enable cookies?
FOR PC - In Internet Explorer 6 under "Privacy" settings of your preferences, select the medium privacy setting to allow cookies to be enabled... or, go to Advanced to "Accept First Party Cookies."FOR PC - In Internet Explorer 5, go to your Internet Options under TOOLS. Select "Security" tab and select Medium privacy or check your custom level and scroll down to cookies and make sure, "allow" is enabled (you allow cookies to be saved to your hard drive).
FOR MAC - Visit the PREFERENCES of your browser and click on COOKIES. Make sure "Never Accept" is NOT enabled.
FOR NETSCAPE 4 (and above) - Under ADVANCED, check 'Accept all cookies.'
FOR NETSCAPE 6 - Under PRIVACY & SECURITY, go to Cookies and check 'Enable ALL Cookies.'
For all other browsers please check with the manufacturer's website.
Searching for Product
How do I search for product?
As part of our perpetual interface we have a SEARCH function available at all times in the upper left-hand corner. Simply type in your search criteria and select:- artist(s) name,
- name of album
- name of track you're interested in, or
- the 12 digit upc of album.
Privacy Policy
Is my privacy safe?
We will NOT share your information with anyone without your permission. Period. As this site is licensed by EMI Music Canada, we at Adworks Inc. follow their privacy policy to the letter. For more on EMI's Privacy Policy please CLICK HERE.Product Availability
How can I tell if product is available?
Each product is clearly labeled with AVAILABILITY. Adworks Inc., the proud proprietors of ShopEMI, are setup as a just-in-time supplier. Stock updates of what is available at EMI warehouses are made once a day. In order to see whether or not the product you're interested in is available, you must drill down to the Product Page (where you would get the most information on that product, including tracklisting). For stock availability PRODUCT PAGES will show either "IN STOCK" or "STOCK LOW" or "NOT IN STOCK." There are no guarantees of stock availability as this information could be 24 hours old.Products that are NOT AVAILABLE may be out of stock for as long as 4-5 business weeks. If it will take longer, "NOT IN STOCK" will continue to be passed to the Product Page, or the product will be deactivated (check back often).
How soon will you ship my order?
We will ship your order when received from EMI in five business days of receiving approval from your credit card company. Time to ship from our offices to you will depend on the shipment method you've chosen and the destination. Some products may require more time to ship to our offices. Your credit card will NOT be charged until we mail it to you.
How long will it take the courier to get product to me?
Depends on the destination and the method of delivery. See "SHIPPING".Back-Orders
Should you order the product and it is back-ordered you will be notified by email on the weekly anniversary of your order. If you wish to cancel the product, you can simply follow the link in the email. Should you wish to continue with the order, do nothing...on the weekly anniversary of your order an email will be sent out to you apprising you of the status (letting you know it's either shipped or still on back-order). After 16 consecutive weeks orders are cancelled manually and an email will go out to let you know. Your credit card is not charged while your order is back-ordered. You are only charged when the product is shipped.Return Policy
We will be happy to accept unopened product for refund or defective product for free replacement. Returns must be mailed in within 30 calendar days of receipt. Please indicate in your return your preference for either a refund or replacement.To return product for refund or replacement, please keep your original shipping packaging and clearly mark "RETURN TO SENDER" on the label and be sure to include a copy of your receipt in the package. We regret that we are unable to reimburse you for shipping expenses you incur should you discard your original shipping packaging, so please retain it until you are certain that you'll be keeping the product.
Follow-up emails will notify you upon receipt and successful processing of your return. ShopEMI is not responsible for returns lost in-transit.
Security
Is it safe to use my credit card over the Internet?
No method of commerce (whether offline or online) is completely safe. Having said that, the North American version of your browser supports a high level of bit encryption and in general the secure socket layer (SSL) - the locked areas of the net - offers a safe method of commerce.What kind of shipping security is offered?
On shipments given confirmation numbers some couriers allow you to track its progress at all times. Confirmation numbers allow us to confirm delivery only (we no longer use tracking number on all products to tell us where the product is in transit -- too expensive!). We use couriers and services that require someone signs for the shipment. This gives both of us protection. You know you got it, and we do, too. It not only increases the likelihood of successful shipment but means we can keep our shipping and product prices as low as we can.What is the level of security offered through ShopEMI.com?
The North American version of your browser supports a minimum of 128-bit level of encryption. This would take many computers many years to crack a simple short message. The International version supports a lower bit encryption but it is still considered difficult to decrypt a message and is used successfully by banks all over the world.Shipping Questions
Cost to Ship
Customs fees, taxes, or charges, are not calculated nor monitored, nor are these the responsibility of ShopEMI.com and/or Adworks Inc. All prices are in Canadian dollars. We accept Visa or Master Card. Parcel rates include shipping and handling. It does not include customs fees or duties. Paying duties are not the responsibility of ShopEMI nor Adworks Inc.How long will it take to ship my order?
Your order will be shipped once it is received from EMI (usually within five business days for in stock titles) and successful payment has occured. Time to ship from our offices to you will depend on the shipment method you've chosen and the destination. Your credit card will NOT be charged until we ship your order. We are a just-in-time delivery facilitator so remember to add the time it will take to get EMI product to our offices. Some SIS or imported products may require more time to ship to our offices.What if I ordered multiple items?
For multiple orders, if an item is on backorder, your entire order will be delayed until all products are received. If your order is delayed because one or more items are on backorder you will be notified via email.Lost Orders
If the order is trackable (and guaranteed by Canada Post) and assuming Canada Post has lost the order we can pursue with them a refund and in those cases we will replace lost orders. Where Canada Post has a parcel that is signed for (and therefore delivered) we must assume the package arrived safely and a replacement is not something we can offer.Customs
Customs duties where applicable are not charged as part of our shipments. If additional charges are required at your destination, it is your responsibility to cover these costs.We offer Canada Post's Expedited and Xpresspost. Xpresspost is a fast, guaranteed delivery method that costs less than courier, and delivers to every address (including P.O. boxes).
Confirming A Shipment
You can confirm your delivery through Canada Post. After you've placed your order and ShopEMI has received your package and delivered it to the Post Office or Courier you will be sent your confirmation number by email. If after receiving a confirmation number, and enough time has passed to make you think something is amiss, you can phone 1-888-550-6333 Monday to Friday, 8 AM to 6 PM local time to find out the status of your shipment (or click here). Please make sure you have your confirmation number ready.
We recommend you use a method of delivery that allows your shipment to be tracked. ShopEMI is not responsible for returns lost in-transit. Orders shipped via Canada Post Expedited and Xpresspost have confirmation of delivery. If no one is available to accept product or a secure area is not present, you will receive a card for pickup at your closest Canada Post outlet. Photo ID and a signature is often required when picking up orders.
ShopEMI.com Shipping Rates & Times
Updated January 20, 2009| Ship Method w/ tracking | Base Charge | Base Ship Units | Each Item After Base | Time* |
|---|---|---|---|---|
| Canada | ||||
| Ontario & Quebec GROUND |
$6.95 | Up To 4 | $0.59 | 2-3 Weeks |
| Rest of Canada GROUND |
$8.95 | Up To 4 | $0.59 | 2-3 Weeks |
| Ontario & Quebec EXPRESS |
$7.49 | Up To 4 | $0.59 | 5-10 Bus Days |
| Rest of Canada EXPRESS |
$11.49 | Up To 4 | $0.59 | 5-10 Bus Days |
| United States | ||||
| USA | $9.44 | Up To 4 | See next level | 1-3 Weeks |
| USA | $16.32 | Up To 50 | See next level | 1-3 Weeks |
| USA | $32.64 | Up To 100 | N/A | 1-3 Weeks |
| International | ||||
| International | $19.55 | Up To 4 | See next level | 1-3 Weeks |
| International | $39.10 | Up To 50 | See next level | 1-3 Weeks |
| International | $78.20 | Up To 100 | N/A | 1-3 Weeks |
NOTE: Assuming the product is available allow up to five business days to ship from EMI's warehouse. You will be emailed when your product is in the hands of Canada Post or the courier. From there add their delivery time.
Shipping Restrictions
Shipping to some destinations may require more time for delivery. In some instances we will not be able to deliver. In those cases where an order has been processed and delivery cannot be made you will be notified by email and a full refund will be made to your credit card.
Payment Options
How can I pay for my order?
Only credit cards are currently accepted. We do not accept COD, not cheques nor cash. We accept VISA and MasterCard credit cards ONLY.EMIssion Newsletter
What is EMIssion?
EMIssion is a weekly newsletter issued by EMI Music Canada. It promises exciting updates about Capitol, BlueNote, EMI Classic, Virgin, and distributed label artists.You'll get FREE GOODIES, like the latest streaming audio tracks, wallpapers, screensavers, e-cards... even the odd game. You'll also have the opportunity to WIN movie passes and concert passes, CDs, DVDs or posters. Find out who's on tour each week, as well as look over their complete list of CDs and DVDs released this week. You'll be the first to watch the latest videos, and by visiting the Telemission section you'll be the first to check out your favourite artist on TV.
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