Frequently Asked Questions

Please note that the following FAQs are for Institutional Accounts.

1. Can multiple users have access to the same account?

Yes! You can either share login credentials (so one email/password combination used by multiple people) or you can set-up multiple users each with their own login credentials (Recommended). If you plan on doing the latter, please refer to our Roles & Permissions document, which will help you with this process.

2. Is the Account Administrator notified when an order requiring approval is submitted?

Yes! In your account, when a user with the role "Buyer Requires Approval" places an order, an email notification is immediately sent to the Account Administrator for review and approval. From there, the Account Administrator can approve & submit the order, finalizing the process, or simply approve the order, which will then prompt and require the "Buyer Requires Approval" user to complete the order submission process. Please refer to our Roles & Permissions document for more information.

3. Can multiple draft orders / carts be saved and maintained at the same time?

Absolutely! When logged in, and once you’ve already added items to your cart, click on the cart icon at the top right of the page. On the slideout panel, in the top right corner, click on the 3 vertical dots to name and save your current cart, and to create a new one. You can then use the dropdown menu on the same slideout panel to access your various, saved carts. Finally, you may also access all of your saved carts / drafts by going to your dashboard and by clicking on the “Drafts” tile.

4. Can we have multiple payment methods and multiple addresses?

Yes, absolutely! This can all be managed within your account by clicking on the “Account Manager” tile. 

5. Does paying with a credit card mean the card will be charged right away?

No, we simply ask for the credit card information upfront for authorization purposes. Your card will be charged at the time of shipment with the correct shipping costs associated with your ordered items (the shipping costs you see during checkout are only estimates!).

6. Can I see my order history? What about the shipping status for specific items?

Yes to both! To view your order history, please login and click on the “Orders & Shipments” tile within your customer dashboard. There, to view a specific item’s status (ordered, cancelled, shipped, etc.), click on the appropriate order and on the next page (order confirmation page), scroll down to the Items section. There, you will see each item’s specific status.

7. Will I know and/or be notified if a previously ordered item is ordered again?

There are two ways you will be notified about potential duplicates:

1) If you’ve recently ordered the item, meaning the information is stored within your recent order history, you will see a warning message during checkout right on the website / in your cart.

2) If you ordered the item years ago or you’ve received the item as part of an Approval Plan that you have with us, then our internal systems will flag the potential duplicate and we will email you directly to inquire about the specific item(s).

8. Is there a way to check how much funds are left on a Deposit Account?

Yes! To see your Deposit Account balance, please log into your account, and on your dashboard page, scroll down to the bottom of the page where you will see the "Deposit Account" section. There, you will see the current balance on your Deposit Account as well as a history and ledger of previous transactions.

If you currently do not have a Deposit Account with us but are interested in learning more, please contact us.

9. Do you ship internationally?

We do! If you plan to order as an institution or organization, you will see a list of shipping destinations in the "Country" dropdown menu within the "Shipping address" section on our Institutional Account Request form. 

If you are instead signing up as an individual to place orders and not as an organization, please know that we currently only ship internationally to Canada. For other international shipping options, we partner with our sister website ficksmusic.com. Please note that while the entire Theodore Front product catalogue may not be available on Ficks Music, you may contact us anytime and we can ensure the product(s) you're looking for are published and therefore available for purchase there as well!

10. How do I place tax-exempt orders?

If you haven't yet requested an institutional account, please do so at the following link and during the sign-up process, you'll be able to upload your tax exemption certificate & set your organization's tax status to "Exempt": Request an Institutional Account

If you have already requested an account and are waiting to hear back from us for approval, please simply contact us.

If you already have an account and would like to update it to a tax-exempt status, please contact us. In addition, please also upload your tax exemption certificate by logging in and accessing the "Account Manager" area of your Dashboard. There, you will be able to click on the "Edit" link in the top right corner of the first informational section, which includes your tax status & exemption certificate.

Lastly, if you’ve placed an order already and it incorrectly shows a sales tax amount, please contact us so that we can update the information in our systems for you.