The Twelfth Fret Shipping Policies


We are not yet open to the public, but we are here to help! 

In response to  COVID-19 and the Government of Ontario mandated and capacity limited regulations for businesses, our shop is still not open to the public.

We are open for curbside services including pickup, and delivery or drop offs.  We also  continue to provide our usual shipping services for all online orders or personal requests via email or phone.

We want you to know we are here for you, and to assure you that we’re working hard to bring you the music and instrument items you need to keep playing!

Read more here about our refund and return policies and procedures.

Please note: We are not able to answer the telephone as much as we’d like and are trying our best, to respond to voicemails. With reduced staff please be patient  – it will take longer than usual. Our preference is an email. Thanks!

Order Online, Pick Up Curbside At Our Shop

Here’s How Our Curbside Pickup Works

  1. Place your online order and select CURBSIDE PICKUP at check out. (In the shipping area).
  2. Wait for an email confirmation from us that your order is ready for curbside pickup.
  3. After receipt of email, you can then drop by between: 
    • 12:00 p.m and 5:30 p.m. Tuesday through Friday and Saturday’s from 11a.m. to 04:30 p.m. for pickup.
    • Be sure to present your sales receipt and especially if someone else is picking up for you. 


Here’s How Our Consignment Curbside Drop-Off Works:

  • Send us an email including pictures of your proposed consignment instrument.
  • Include make, model, serial# and year of manufacture – if you know it.
  • Make a pre-arranged and confirmed appointment for drop off at The Twelfth Fret. Email is best.
  • Once you have received email confirmation from us (which may include our general consignment agreement) you are welcome to drop by. 

Upon receipt of your email, we will respond as quickly as possible and have your consignment added to our inventory in no time!


Due to the overwhelming demand for deliveries, as well as modified practices by our shipping partners to keep their workforce and customers safe, kindly anticipate parcel delays.
Our shipping partners are responding to unprecedented parcel volumes and in many cases have suspended service guarantees, including Express post.
Therefore, we are unable to give you an accurate estimate of your parcel’s arrival date.
Currently, delays of several days or even weeks are not uncommon.
We appreciate your patience and understanding.


We ship to almost to any address in the world. There are restrictions on some items, and certain items cannot be shipped to international destinations.

Please also note that the shipping rates for many items we sell are dimension and weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram/lb.

Our primary carrier is FedEx with DHL  for some overseas shipments.  We also use Canada Post where rates or delivery schedules may provide better service to our customers.

While we try our best to ship promptly, sometimes we will hold shipments if we determine that weather issues may cause damage to the shipped item.

Shipping Details: 

  • All orders are subject to verification.
  • The Twelfth Fret charges sales tax on all orders where applicable.
  • Shipments outside of Canada may be subject to import charges, which are the responsibility of the purchaser. Your order may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. The Twelfth Fret ships your package D.D.U., “duties and taxes unpaid”, and does not collect import VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these other charges, they must be rendered in order for your package to clear customs. For more information about your country’s custom policies, please contact your local customs office.
  • Products that are sold will have one retail product price that is not calculated by exchange rate. You will see the exchange rate applied in your credit card summary at the time of receiving your statement.
  • To know the exact price before you buy, simply add items to your order “shopping basket” and checkout. Here you will see the charges of your desired items before you actually place the order.
  • There are no special offers on our shipping rates.
  • Charges are calculated before taxes.
  • Please note that the total shipping and handling charge will not increase after order is placed.
  • If items are backordered, the total shipping and handling charges will be allocated proportionally and charged as the merchandise is shipped.
  • All backordered items ship out via Standard Delivery.

Shipping methods are automatically accessed and provided at time of checkout online. You can also view estimates and choose the shipping method (Expedited, etc. )  We do provide shipping quotes where applicable.

Please note that The Twelfth Fret provides price and shipping quotes, but again any import duties your government may charge are beyond our control and we can not predict or advise what they will be.

Read more here about our refund and return policies and procedures.