Shop Canadian

FAQ

General FAQs

  1. What do the letters "ST" mean in the title field of an album?
  2. How can I find the song listing for an album?
  3. Can I pay for items by trading in my own CDs, DVDs or Games for credit?
  4. Why are in-store CDs/DVDs $1 cheaper in price than those listed on the web site?
  5. Why have I found some CDs and DVDs in the store, but when I go to the website they aren't listed?
  6. I saw an item selling new for the same price you're selling it used, can this be fixed?
  7. I have a store credit from an out-of-town Beat Goes On location. Can it be redeemed at my local store?
  8. Are items in your bargain bin scratched or damaged?
  9. I placed a reservation for an item in-store. Do I still have to put it on my Wish List?
  10. What is your exchange policy?
  11. How do I know if the digital copy access code included with the Blu-Ray DVD I purchased is still valid?
  12. In a search result, I see a message that says an item has had its title changed for reasons of clarity or accuracy. What does this mean?
  13. I had a bad experience at one of your stores, who can I contact?

Wish List FAQs/Trouble Shooting

  1. I was emailed a Wish List Notification, but when I checked my Wish List, there was nothing available. Why not?
  2. How do I put an item on my Wish List that is not currently in your database?
  3. How Do I Delete My Wish List?
  4. My e-mail address has changed, how do I get Wish List notifications sent to my new address?
  5. Why am I receiving Wish List notifications for an item I have already ordered?
  6. My order was declined, but still appears available. Why?

Online Orders/Direct Ship FAQs

  1. How will you notify me when my order arrives?
  2. I am not receiving e-mail notifications. Why?
  3. What if I need more than 7 days to pick up my order?
  4. How long will it take for my CD, DVD or Game to arrive?
  5. How do I cancel my order?
  6. Where do you ship?
  7. Will you ship internationally?
  8. Why are the orders not shipped to me directly from the store?
  9. What payment methods do you accept?
  10. What happens after I place my order?
  11. How do I contact you if I have a question about my Direct Ship order or wish to cancel the order?
  12. My order was damaged during shipping. What can be done about this?
  13. What is your exchange policy for Direct Ship orders?
  14. Shipping table

General FAQs

What do the letters "ST" mean in the title field of an album?

This stands for 'self-titled'. It is used when an album has no title other than the artists' name.

How can I find the song listing for an album?

We suggest visiting www.allmusic.com, an excellent resource for artist and album information. If you can't find what you're looking for there, contact us by clicking here.

Can I pay for items by trading in my own CDs, DVDs or Games for credit?

Yes, we offer cash or store credit your used CDs, DVDs and Games. Our credit offer is 30% more than our cash offer. For more information about selling your used items to us, click here.

Why are in-store CDs/DVDs $1 cheaper in price than those listed on the web site?

The Beat Goes On™ adds a $1 transaction charge to each item ordered from the web site. This charge is used to cover the administration costs of our on-line services which include shipping and handling between stores and also facilitating and processing orders. The $1 is already included in the price that you see on the site.

Why have I found some CDs and DVDs in the store, but when I go to the website they aren't listed?

Our stock is held in our stores for seven days before appearing on our website. This is to ensure that our retail customers have sufficient selection. If you would like to purchase an item you have seen in one of our stores that isn't listed on our website, call the store. They can either hold the item for you or have it transferred to another Beat Goes On location.

I saw an item selling new for the same price you're selling it used, can this be fixed?

We always strive to have competitive pricing, but with hundreds of thousands of titles in our database, it's possible that we've missed dropping the price on a particular item. Please contact us here if you feel that an item is priced incorrectly and we will look into your concern.

I have a store credit from an out-of-town Beat Goes On location. Can it be redeemed at my local store?

Yes, all The Beat Goes On credits, exchange vouchers, stamp cards and gift cards can be redeemed at any of our locations, regardless of where the credit, exchange voucher, stamp card or gift card was issued.

Are items in your bargain bin scratched or damaged?

No, all items in our bargain bins are subject to the same guarantee as any other item in our stores. Items are generally placed in the bargain bin when we have several copies of them, if we have decided to no longer carry that particular item or, in the case of DVDs, if the item sells for under a certain price.

I placed a reservation for an item in-store. Do I still have to put it on my Wish List?

In short, yes you still have to put it on your Wish List. A reservation placed at a Beat Goes On location only applies to that particular location. If an item is placed on your Beat Goes On Wish List, we will notify you if it comes it to any of our locations. However, if you place a reservation in-store, you will be notified immediately if it comes in, one week before it would appear on our website.

What is your exchange policy?

We offer store credit on items returned within seven days of purchase with the original receipt. We do not offer cash refunds on anything except for new, unopened CDs and DVDs and vinyl and new, unopened accessories.

How do I know if the digital copy access code included with the Blu-Ray DVD I purchased is still valid?

Unfortunately, digital copy access codes included in Blu-Ray movies can only be redeemed once. Therefore, there is no way of determining whether a code has already been redeemed. Because of this, The Beat Goes On offers NO GUARANTEE on any digital copy access codes found in Blu-Ray Discs sold at our stores.

I had a bad experience at one of your stores, who can I contact?

We are always eager to hear any comments, criticisms or feedback regarding our staff and our stores. Please leave your comments here with as much information as possible and you will be contacted by a member of The Beat Goes On Head Office as soon as possible.

In a search result, I see a message that says an item has had its title changed for reasons of clarity or accuracy. What does this mean?

In an effort to keep our website catalogue as accurate as possible, we will change the description or title of an item from time-to-time. Usually, this is as simple as adding the year a movie was produced, or differentiating between two artists with the same name. This is noted on search results because, in the interest of clarity, we like to make sure that our customers know when a title on our website has been changed. If you have any other questions regarding this, please feel free to contact us here.

Wish List FAQs/Trouble Shooting

I was emailed a Wish List Notification, but when I checked my Wish List, there was nothing available. Why not?

All items on our website are sold on a first-come first-served basis. Therefore, you may receive a notification that the item is in stock, only to find that it has already been purchased by another customer online or in-store. If this happens, we will notify you the next time the item becomes available.

How do I put an item on my Wish List that is not currently in your database?

Please notify us of the title through our website feedback feature here. Please note, if the title is out-of-print or obscure, it may take some time for our team to research the details in order to add it to our database.

How Do I Delete My Wish List?

You can delete your Wish List directly from our website. Just click the "My Wish List" tab at the top of any page on our site, then click the "Delete Your Wish List" section. From there, you will be able to delete your Wish List immediately.

My e-mail address has changed, how do I get Wish List notifications sent to my new address?

To update your Wish List information, simply click the "My Wish List" tab at the top of any page on our site and then click the "Update Your Wish List Profile" section. From there, you will be able to change the destination address for Wish List notifications.

Why am I receiving Wish List notifications for an item I have already ordered?

For security purposes, The Beat Goes On has no option to change or alter your Wish List for any reason. If there is an item on your Wish List that you've already ordered, please login to your Wish List and manually delete the item. Once you have done that, you will no longer receive notifications about the item.

My order was declined, but still appears available. Why?

Each Beat Goes On location uploads their current inventory list to our website nightly. Typically, this functions without fail, however sometimes a technical issue will prevent the transmission of a store's current inventory. If this is the case, our inventory could be a day out of date. If you encounter this issue, please do not hesitate to contact us through our website feedback feature, here. We'll be happy to look into it for you.

Online Orders/Direct Ship FAQs

Free shipping for orders of 30 or more!
(before applicable taxes)

How will you notify me when my order arrives?

Items ordered to Beat Goes On locations for pick-up: If the item was ordered from our website, then you will receive an e-mail to the address you provided with your order. If you would prefer to be called when your order arrives, let us know in the comment space provided upon ordering.

I am not receiving e-mail notifications. Why?

Sometimes our automated responses get caught by spam filters. Adding our address to your safe list usually corrects this problem. If you still experience this problem, please let us know, and we will look into the issue further.

What if I need more than 7 days to pick up my order?

If you need more than a week to pick up your order, please let us know in the comment space provided with your order. If you need considerably more time than 7 days (such as 3 weeks or more) we suggest that you pay for your item online using our secure credit card ordering system. If you pay for the item upon ordering, we will hold it for as long as you need us to.

How long will it take for my CD, DVD or Game to arrive?

Items ordered to Beat Goes On locations for pick-up: Delivery of items being transferred between Beat Goes On locations usually takes between 7 and 10 days. All customer orders are first transferred to the Beat Goes On Distribution Centre in Kitchener, ON before being sent to their destination store. This assures that each item can be checked to ensure that the highest quality standards are met for each product you order. Orders may occasionally take longer to arrive in the event of a long weekend or other holiday. If you would like to inquire about the status of your order, feel free to contact us here.

Items ordered to your home: See shipping chart.

How do I cancel my order?

Contact us at cdmusic@beatgoeson.com if you'd like to cancel your order.

Where do you ship?

We will ship orders directly to customers in Canada and the United States. For applicable shipping charges and estimated delivery times, please see our shipping chart. Please note: all Direct Ship orders are first transferred from our stores to the Beat Goes On Call Centre in Kitchener, ON. Estimated shipping times are calculated from the time the item leaves our Call Centre only.

Will you ship internationally?

We are willing to ship internationally. Please contact us here, and we will make special shipping arrangements.

Why are the orders not shipped to me directly from the store?

This is to maximize credit card security and to ensure the highest quality standards are met for each item you order.

What payment methods do you accept?

Items ordered to your home can only be processed by pre-payment via Mastercard, Visa or PayPal (including Visa Debit). Note: the shipping address and billing address must be the same. This is necessary for reasons of security. All items can also be paid for with a Beat Goes On gift card.

We accept PayPal

www.PayPal.caTo pay for your Beat Goes On order via PayPal, simply select it as a payment option when checking out. We accept PayPal payments for both store orders and for orders shipped directly to your home.

Please note that unlike many other online retailers, The Beat Goes On will not request payment immediately upon ordering, due to the fact that our items undergo a series of quality checks. We will issue you an invoice via PayPal within 2-3 business days, and payment can be made at that time. Please also note that you must have a PayPal account to use this feature. Details on setting up an account can be found at www.paypal.ca.

What happens after I place my order?

First, we will notify you via e-mail, acknowledging receipt of your order. Then, our stores check the availability of your selection(s). If available, the stores will then fill your order and transfer the item(s) to our Call Centre in Kitchener, ON. This process may take up to 7-10 days. If the item is not available, we will let you know via e-mail. Our Call Centre staff then verifies that the item is in excellent condition before charging your credit card and completing the transaction. At this time, you will receive a final confirmation e-mail indicating that the items are available and the amount charged to your credit card. Your order will be shipped the day the transaction is completed.

How do I contact you if I have a question about my Direct Ship order or wish to cancel the order?

Feel free to contact us via the Website Feedback option on our website or by e-mailing cdmusic@beatgoeson.com.

My order was damaged during shipping. What can be done about this?

We ship orders in padded envelopes, however if you find your order was damaged during shipping, please contact us at cdmusic@beatgoeson.com and provide details.

What is your exchange policy for Direct Ship orders?

We strive to offer only the best quality used CDs, DVDs and Games. If you receive a defective product, return it to the address below within 30 days of receipt and we will replace that item for the same item or issue you a credit. Unfortunately, because the items we sell are used, we DO NOT give refunds. Defective or unsatisfactory items can be returned to:

The Beat Goes On
ATTN: Return Department
5 Washburn Drive
Unit E
Kitchener, ON
N2R 1S1
CANADA

Please note: All items must be sent to the address listed above. Direct Ship orders cannot be exchanged at any of our Beat Goes On Locations. We reserve the right to limit exchanges or defective products.
We do not accept:

Please do not send us product(s) that do not meet the return criteria listed above, as we do not issue credit for non-qualifying items and cannot return these items to you. Can't find the answer to your question here? Please send us your feedback!

Can't find the answer to your question here? Please visit our website feedback page located here and a representative will reply as soon as possible!

Direct-Ship Rates & Estimated Times (business days)
Standard: Canada
To Canada To Ontario To Canada
$3.29 (per item) 5 - 7 days 7 - 10 days
Xpresspost: Canada
To Canada To Ontario To Canada
$9.00 (flat fee) 3 - 5 days 3 - 5 days

Direct-Ship Rates & Estimated Times (business days)
Standard: USA
To USA To USA
$8.00 (flat fee) 7 - 10 days
Xpresspost: USA
To USA To USA
$15.00 (flat fee) 5 - 7 days