Customer Service

CONTACT INFORMATION

How do I contact Customer Service to place an order or if I have any questions?
You can contact Customer Service any time,  at:
Email: customerservice@tlcdirect.org
Phone: 1-800-850-9445
Fax: 1-800-279-2018
Mail: "tlc"™
PO Box 395
Louisiana, MO 63353-0395
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Who do I contact if I am having technical difficulties with the website?
If you are having technical difficulties with the website, simply contact customer service at customerservice@tlcdirect.org.
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CATALOG INFORMATION

How can I order a copy of tlc?
Request a catalog online by clicking here.
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How do I send a copy of TLC to friends or family?
To request a catalog, click here
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What do I do if I am receiving duplicate catalogs?
If you are receiving duplicate catalogs, please contact customerservice@tlcdirect.org

Who do I contact if I no longer wish to receive your catalog?
Please contact customerservice@tlcdirect.org.
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What do I do if I am having problems with a multiple catalog request?
If you are a previous catalog requestor and have received too few, too many, or none at all, please click here.
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PLACING AN ORDER

Why can't I place an order?
Your inability to place an order may be due to your cookie settings. Our site has no way to keep track of your shopping cart unless your cookies are enabled. If you would like to enable your cookies, please visit this link for directions.

We are very diligent about security on our site and you can verify both our Verisign and Hacker Safe certifications.
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ORDER INFORMATION

How do I know when my order has been shipped?
When your order has been shipped from our warehouse, you will receive an email notification with a link to track your order. You can also track the status of your order online through "My Account".
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How can I track my order?
To check the status of your order you can visit the customer information page by clicking the "My Account" link at the top of any page. You can also contact Customer Service at customerservice@tlcdirect.org or 1-800-850-9445 for your order information.
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How do I cancel my order/item?
Please contact customerservice@tlcdirect.org or 1-800-850-9445.
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Am I charged for shipping on back ordered items?
There is no charge for shipping back ordered items.
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MY ACCOUNT

What is the advantage to me of creating an account when I order online?
Creating an account allows you to enter your address only once and to keep track of what you have previously ordered.
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How do I create an account?
You can create an account as you check out the first time you visit us. To create an account without ordering, click "My Account" at the top of any page. Follow the instructions and your account will be created quickly. If you have any questions, you can contact Customer Service at customerservice@tlcdirect.org  or call 1-800-850-9445 for more information.
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What if I prefer not to create an account?
If you prefer to ship as a guest, go to My Account at the top of any page and click "Shop as Guest".
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How do I edit my account information? What is the customer information page?
You can edit your account information from the customer information page. Click on the "Change Address Details" and update your information. Click the "Continue" button to save your changes.
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I forgot my password.
If you forget your password you can reset it by clicking on "My Account", and then clicking on "Forgot My Password’. After we have received your request, you will receive an email with your account information, including your temporary password. The email will be sent to the account that you originally used when registering. After you receive this email, you can log in and change your password or use the original one.
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SHIPPING & HANDLING

What is the cost to ship my package?

Shipping charges
Please note that we do not ship on the following holidays : Thanksgiving Day, Dec. 24th, Christmas Day, New Year’s Day, Memorial Day, July 4th, and Labor Day.

Standard Shipping (allow up to 2 weeks or 7-10 business days) is $6.50. These orders will be shipped via regular mail through the Post Office. Orders weighing over 1lb can be tracked at www.usps.com

Express Delivery (3-5 business days) is an additional $7.50. Orders placed on Mon-Thurs before 1pm CT should go out the same day. Orders placed on Mon.-Thurs. after 1pm CT will not go out until the next day. Orders placed on Fri. before 1pm CT should ship on Mon. of the following week. Orders placed after 1pm CT on Fri., or on Sat. or Sun., will ship on Tues. of the following week. Express delivery orders will be shipped to you via the Post Office and can be tracked at www.usps.com.

For Shipments to Alaska and Hawaii, add an additional $2.50. These orders will be shipped Express Delivery (additional $7.50) and should arrive in 4-6 business days.

Overnight Delivery (on orders placed by 2:00 pm EST/1:00 pm CT) is an additional $20.00. Orders placed before 1pm CT Monday-Friday should ship the same day. Any order placed after 1pm CT will ship the following day. However, orders placed after 1pm CT on Friday, or any time on Saturday or Sunday, will ship on Monday for Tuesday delivery. We do not offer Saturday or Sunday delivery. Overnight orders will be shipped via FedEx and can be tracked at www.fedex.com.

Shipping charges
For International Shipping, you will be charged the actual shipping cost in addition to the $10 handling fee. You will be receiving a ship confirmation detailing the cost of shipping when your order has been shipped. All orders that are shipped internationally are shipped Global Priority via United States Postal Service. Track at www.usps.com.
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RETURNS

What is the TLC™ return policy?
If you are not completely satisfied with any product, you may return it for a full refund, exchange, or credit within 60 days of shipping, provided that the product is in Brand New Condition (not worn or altered) and is returned with all the tags attached, in the original packaging, exactly as received.

Because our clearance prices are so very low, we can not accept returns on those items, except for Wigs, which may be exchanged. Wigs must not be teased, cut or combed out. By "original packaging" we mean, in the case of Silicone Breast Forms for example, the cardboard box the Form is packaged in (not the carton used for shipping the Form). A Form must also be returned with its cotton-spandex Cover. We can not accept returns of items that smell of smoke or perfume. Please allow up to four weeks for credit or refund. If you have any questions, please contact Customer Service at customerservice@tlcdirect.org  or call 1-800-850-9445 for assistance.
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Who do I contact to ask questions about my return?
If you have any questions about your return, please contact Customer Service at customerservice@tlcdirect.org  or call 1-800-850-9445 for assistance. If your question is related to the tracking of your return, you will need to contact the carrier that shipped your return.
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Can I exchange an item?
Within 60 days of your order you may exchange an item that is in brand new condition. We accept exchanges of items for a different size, model or color, and exchanges for different items than originally purchased. If you place an exchange request, we will process a return for the item you originally purchased and then place an order for the new item.
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How do I return or exchange an item that was a gift?
Within 60 days of the order you may exchange or return an item that is in new condition (unless it is a sale item). If you received an item as a gift and wish to return it, we will issue a credit or refund to the person who gave you the gift. If you wish to exchange an item that was a gift, we will process a return for the original item and place an order for the new item.
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I lost my packing slip. What information do you need for my return?
Please contact Customer Service at customerservice@tlcdirect.org  or call 1-800-850-9445 for assistance.
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What do I do if the wrong items have been shipped to me?
If the wrong items have been shipped to you, please contact Customer Service at customerservice@tlcdirect.org  or call 1-800-850-9445 for assistance.
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PRICING & BILLING

What are my payment choices?
We accept VISA, MasterCard, American Express and Discover credit cards for online transactions. If you wish to pay via check or money order, you can mail your order to us at:
tlc
PO Box 395
Louisiana, MO 63353-0395
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When will my credit card be charged?
Your credit card will be charged once the items you ordered have been shipped. If you place an order and any of the items are on back order and ship separately, your card will be charged each time a part of the order ships. We will not charge your credit card for any items on your order that have not shipped. You will only be charged for shipping on your original order.
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Who do I contact if I have questions about my bill?
If you have questions about your bill, please contact Customer Service at customerservice@tlcdirect.org  or call 1-800-850-9445 for assistance. If your question concerns a charge on your credit card statement that you do not recognize, you should contact your credit card provider immediately.
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Am I required to pay sales tax?
The government requires that Georgia and Michigan residents pay sales tax.
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PRIVACY

What is your privacy policy?
We never, ever rent, sell or trade our customers’ personal information to other companies or organizations. Read our complete Privacy Pledge.
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