Common Questions About Long & McQuade

Long & McQuade maintains a price match guarantee on identical products sold by authorized Canadian retailers. The policy requires customers to provide proof of the competitor's price through an advertisement, website screenshot, or written quote. The competing price must be from an authorized dealer of the brand in question, as gray market or unauthorized sellers are excluded. Long & McQuade will match the price and typically reduce it by an additional 10% of the difference. However, the policy excludes used equipment, clearance items, and products sold through auction sites. Manufacturer-imposed pricing restrictions on certain brands may limit price matching flexibility. The guarantee applies at time of purchase, and retroactive price adjustments are not provided. This policy helps ensure customers receive competitive pricing while supporting a retailer that maintains physical locations, employs knowledgeable staff, and contributes to local music communities.

Long & McQuade offers a 30-day return policy on most new products, provided items remain in original condition with all packaging, accessories, and documentation. The instrument or equipment must show no signs of use beyond initial testing. Returns require the original receipt or order confirmation. After inspection confirming the item's condition, refunds are issued to the original payment method within 5-7 business days. Certain product categories face restrictions: harmonicas, mouthpieces, reeds, and in-ear monitors cannot be returned due to hygiene concerns. Custom-ordered items built to customer specifications are non-returnable unless defective. Software and digital products are returnable only if packaging remains sealed. Used and clearance items carry a 14-day return window instead of 30 days. Customers who receive defective merchandise can return or exchange items beyond the standard window under manufacturer warranty provisions. Rental equipment follows separate return procedures outlined in rental agreements.

The rental-to-own program allows customers to rent musical instruments with monthly payments that accumulate toward eventual ownership. Each monthly payment includes the rental fee plus a small maintenance charge covering routine servicing and minor repairs. For most student instruments, 12 months of payments equals the full retail price, at which point the instrument becomes the customer's property. Customers can choose to purchase the instrument at any time by paying the remaining balance. If circumstances change and the customer no longer needs the instrument, they can return it without penalty after fulfilling any minimum rental period, typically one month. The program includes free maintenance and adjustments during the rental period. If an instrument requires repair due to normal wear, Long & McQuade handles it at no additional cost. Damage beyond normal use may incur repair charges. The program works particularly well for students exploring music, as parents avoid committing to full purchase prices for instruments their children might abandon. Rental inventory includes band instruments, violins, guitars, amplifiers, and some electronic keyboards.

Long & McQuade purchases used instruments through their trade-in program, though they evaluate each item individually based on condition, brand, model, and current market demand. The process begins with an in-store assessment where staff examine the instrument's physical condition, functionality, and any modifications or repairs. They reference current market values using industry pricing guides and recent sales data. Trade-in offers typically range from 40% to 60% of current used market value, depending on condition and demand. Customers can apply trade-in value toward new purchases or receive cash payment, though store credit usually yields slightly higher values. Long & McQuade focuses on quality instruments from recognized manufacturers that will resell reliably. They generally decline instruments with significant damage, unknown brands with limited market appeal, or items requiring repairs exceeding their resale value. The company also operates a consignment program for higher-value instruments, where customers receive a larger percentage of the sale price but wait for an eventual buyer rather than receiving immediate payment.

Long & McQuade partners with third-party financing companies to offer payment plans on purchases exceeding minimum thresholds. The most popular option provides 12 months of interest-free financing on purchases over $500, requiring equal monthly payments that fully retire the balance within one year. This plan requires credit approval but typically accepts applicants with fair to good credit scores above 650. For larger purchases exceeding $2,000, extended payment plans up to 48 months are available, though these carry interest rates between 8.99% and 19.99% depending on credit assessment. The application process takes approximately 10 minutes and can be completed in-store or online. Approval decisions typically arrive within minutes for most applicants. Financing agreements require a down payment of 10% to 20% depending on the plan selected. Early repayment carries no penalties, allowing customers to pay off balances ahead of schedule without additional fees. Alternative financing through personal credit cards remains an option, and some customers prefer using cards offering rewards points or cash back on purchases.

Long & McQuade primarily operates in Canada with all physical locations north of the US border, but American customers can shop through the company's online store with some considerations. International shipping to US addresses is available on many products, though certain items face cross-border restrictions due to wood species regulations, particularly guitars containing rosewood or other CITES-protected materials. Shipping costs to US destinations typically range from $30 to $150 depending on item size and weight. All prices display in Canadian dollars, and US customers should account for exchange rates when budgeting purchases. Import duties and taxes may apply to shipments entering the United States, with responsibility falling to the recipient. The US Customs and Border Protection website provides current information on duty rates and exemptions. Warranty service for products purchased by US customers may require shipping items back to Canada, adding complexity compared to domestic purchases. American musicians living near the Canadian border sometimes visit Long & McQuade locations in person, combining shopping trips with tourism.

Long & McQuade operates full-service repair departments in most locations, staffed by certified technicians specializing in various instrument types. Guitar services include setups, fret work, electronics repair, refinishing, and structural repairs. Standard acoustic or electric guitar setups cost between $60 and $90 and include action adjustment, intonation setting, fret polishing, and electronics cleaning. Fret leveling and crowning adds $120 to $180 depending on instrument type. Brass and woodwind repair services cover pad replacement, dent removal, valve alignment, and complete overhauls. A complete saxophone overhaul including all new pads, corks, and felts typically costs $400 to $600 and requires 2-3 weeks. Amplifier and electronics repair addresses issues from simple tube replacement to complex circuit board diagnosis. Most locations also service drums, offering head replacement, hardware repair, and bearing edge restoration. Repair turnaround times vary by complexity and shop workload, ranging from same-day service for simple adjustments to several weeks for complete restorations. Warranty repairs on new equipment are handled at no charge when covered under manufacturer guarantees.