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Home > Customer Support
 

Customer Support

Account Help Online Privacy & Security
Ordering Pricing & Billing
Shipping & Returns  
 
   
Account Help
 
Forgot Your Password?
If you've forgotten your password, go here to enter your email address (registered with tclifesafety.com) and have your password emailed to you.
Change Your Password
To change your password, log into your account and click the "Update Information" link. Enter your old password, your new password, then your new password again for verification. Then click "Update Password" .
Change Your Billing or Shipping Address
You may change your billing or shipping address at any time by logging into your account and clicking Update Information. After you've made your changes, click the Update My Information button and your information will be updated.
View Current & Past Invoices
To view any invoices from an order on our online store, simply log into your account. The My Account Home will display your current & past orders based on their current status. Click on the View Details link next to the order number you'd like to view the invoice for. On the next screen, you may view or print a copy of the invoice.
Change Newsletter Preferences
To change your newsletter preferences, log into your account and click the Update Address link. Below the Other Information heading, check the box to subscribe to our newsletter. To unsubscribe, ensure the box is un-checked and click Update My Information.
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Online Privacy & Security
 
Site & Order Security
Any credit card information you enter on our site is strongly encrypted by industry-standard protocol, SSL (Secure Sockets Layer). TCLifesafety.com uses SSL to communicate with secure browsers like Netscape, FireFox, Internet Explorer and Safari. These browsers encrypt your credit card and personal information in a way that makes it extremely difficult for anyone to decode.

Once you have completed your order online, our security procedures do not end. For example, the moment you press "submit" to send you order, the encrypted order is sent directly to our order processing system. Your order is automatically pushed through the system and never "sits" in an unsecured queue.

Ways to tell when you are in a secure section:  In all browsers, look for the "http" in the URL to change to "https". The added "s" represents that you have entered a secure area. The entire ordering process on the TCLifesafety.com online store, from when you decide to checkout until your order is confirmed, is conducted on a secure server. Further, many popular browsers have a symbol to indicate secure mode, usually located in the status bar of the browser.

To ensure our customer security and site performance, our web servers are hosted off-site.

If you are still uncomfortable giving your credit card over the Internet, please feel free to contact us by phone at 800-837-8175 or by fax at 800-837-8175.

Privacy Statement
TC Life Safety has a published privacy statement that describes what information we collect, how we use it, and how we protect it. Please note that we will NEVER sell or share your information.
BBB Online Reliability Program
TC Life Safety is proud to participate in the Better Business Bureau's Online Reliability Program. To confirm our participation and review the program requirements, please click here.
Terms of Use
TC Life Safety's published Terms of Use are located here.
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Ordering
 
Ways to Order
There are several ways to order from TC Life Safety.
  • Customers may purchase products from our online store without registering. Simply search for the products you want, add them to your cart, and click the Proceed to Checkout button.

    If you're a licensed contractor, you may register for access to our web site. In addition to being able to purchase additional products not sold to the general public, you'll also save money on most products on our web site.
  • We'd by happy to take your order over the phone. Please call our sales department at 800-837-8175, and at the prompt, press 1.
  • You may download our fax order form, complete it, and fax it to 800-837-8175.
Back Orders
Back orders, although rare, occasionally do happen. However, rest-assured, back ordered items are shipped as soon as possible. No additional freight charges are incurred on back orders. Charges for the back ordered items will not be processed until shipment. You will be notified via email when items are shipped and be provided with a tracking number.

You will be notified if your shipment will be delayed.

Special Orders
Products that are labeled Special Order on the web site are not stocked by TC Life Safety and will drop-ship either from the manufacturer or an alternative supplier.

Lead time on a special order varies. Special orders can ship in as few as 3 business days, and may take as long as 10-15 business days. Business days are defined as Monday through Friday, excluding any state or federal holidays.

When we receive an order for a special order product, we work with the manufacturer/supplier to try and determine what the lead time will be. Once we know, we will send you an email with an estimated shipping date.

Please note that special order items are non-returnable. In many cases, special order products are manufactured to order, therefore we are not able to accept them for return unless defective. If your special order item is defective, please see our returns policy below.

International Orders
TC Life Safety has partnered with a trusted third-party company, Bongo International, to fulfill orders for our International customers. Simply add the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to Bongo International for processing. Bongo International will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to Bongo International at https://bongous.com/contact.php.

WHICH COUNTRIES DO YOU SHIP TO?

Our third party vendor, Bongo International, will ship anywhere in the world. Please note that some products we sell may be subject to export restrictions.

CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER?

To check the status of your order or track your package, please login to your Bongo International account at: https://bongous.com/tracking.php.

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?

All inquiries regarding your international order should be directed to Bongo International at https://bongous.com/contact.php

Please visit the Bongo International Customer Service page for more information.

Check Your Order Status
To check your order status, log into your account. Click the order status link and all of your orders will be displayed. Click the link for the order you'd like status on.
Cancel or Change Your Order
If your order has not shipped, you may change your order by calling our customer service department at 800-837-8175, and at the prompt, press 2.
Get a Copy of Your Invoice
See the View Current & Past Invoices section.
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Pricing & Billing
 
Payment Methods
Credit Cards

We accept MasterCard, VISA, American Express and Discover through our online store. You may also order by calling 800-837-8175 and speaking with a representative. We accept these credit cards over the phone as well.

Checkout by Amazon
TC Life Safety is pleased to offer Checkout by Amazon as a secure way for our customers to pay for their orders on our site. Checkout by Amazon allows you to pull payment and address information directly from your existing Amazon account, without sharing any payment information with our site. To use Checkout by Amazon, simply click the Checkout by Amazon button in your cart, or on the Checkout page.

Paypal
We accept PayPal payments through our online store and over the telephone (we can invoice you via email). Paypal is a secure way to pay for your order without sharing payment information with our site. To check out using your PayPal account, simply add the items you want to purchase to your cart and click the Proceed to Checkout button on the View Cart page. Enter your billing and shipping information, and after scrolling down, choose the button next to Paypal under the Choose a Payment Method heading.

Purchase Orders
We are happy to accept purchase orders, provided a credit application has been completed. Please contact us to request a credit application or download a copy here. Processing may take 7-10 days, however we will do everything possible to expedite this process.

Company Check/Money Order
Company Checks and Money Orders are accepted. Please make your check payable to TC Life Safety and mail to:

TC Life Safety
Attn: Accounts Receivable
58 Chocksett Road
Sterling, MA 01564

Please include:

  • A print out of the products you'd like to order, including part number and description;
  • Your email, phone number and shipping address
For company checks, please allow 5 business days after receipt of fund clearance before the order is processed. Product availability is subject to change.
Credit Card Information
TC Life Safety currently accepts Mastercard, Visa, American Express and Discover. Our site is secured with 128-bit encryption. This means you can rest assured that communications between your browser and this site's web servers are private and secure.

Your credit card is authorized when you checkout; it is not charged. Once your order has shipped, TC Life Safety will bill your credit card against the previous authorization and send a copy of your paid invoice.

Your credit card statement should show a charge from TC Life Safety.

Can I Pay By Check?
Company Checks and Money Orders are accepted. Please make your check payable to TC Life Safety and mail to:

TC Life Safety
Attn: Accounts Receivable
58 Chocksett Road
Sterling, MA 01564

Please include:

  • A print out of the products you'd like to order, including part number and description;
  • Your email, phone number and shipping address
For company checks, please allow 5 business days after receipt for fund clearance before the order is processed. Product availability is subject to change.
Purchase Orders
We are happy to accept purchase orders, provided a credit application has been completed. Please contact us to request a credit application. Processing may take 7-10 days, however we will do everything possible to expedite this process.
Volume Discounts
Our online store is equipped to offer discounts for some bulk purchases. If you are ordering in quantity, please call our office at 800-837-8175 to speak with a sales representative.
Taxes
State Taxes
TC Life Safety does not charge taxes for online orders in states other than those in which we have a physical presence. Currently, we have offices in Maine and Massachusetts, so customers from those states will be required to pay sales tax when ordering through our online store (or by phone). In all other states, it is the buyer's responsibility to file and remit the proper use taxes in their state.

Tax-Exempt Organizations
Tax-exempt organizations, even those residing in states in which TC Life Safety has a physical presence, can request for any sales tax paid through our online store to be refunded after faxing a copy of their exemption certificate to 800-837-8175.

Purchases for Resale
TC Life Safety will refund and/or waive sales tax for customers who provide a current resale certificate. We cannot waive sales tax without a valid resale certificate on file.

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Shipping & Returns
 
When Will My Order Ship?
Your order will ship via UPS, using the method (Ground, 3-Day, 2nd Day or Next Day Air) you choose at checkout. Orders are entered immediately upon receipt, and if the products are in stock, will ship the same day if received before 2:00 PM EST Monday - Friday.

UPS shipping-time estimates are estimates only and may change based on conditions beyond TC Life Safety's and/or UPS control such as weather, mis-sorting at a hub, or other reasons. Shipping transit times do not account for weekends, federal or state holidays. Unless Saturday delivery is explicitly requested and paid for, any order due for delivery on Saturday or Sunday will arrive the next business day. For example, if you place an order on a Friday and request 2nd Day Air Service, your order will be delivered on the following Tuesday. Additionally, any order due for delivery on a federal holiday will be delivered on the following business day.

If the products in your order are backordered or special order, you will be notified via email. See the backorder section or the special order section for more information.

Track Your Order
You may track your order by logging into your account and navigating to the order in question. Once you click on the order number, you'll see the order details. The tracking number will be listed here. Click the number and you'll be taken to the tracking page of either ups.com or fedex.com, depending on the shipping method.
Damaged or Lost Shipments
All claims for damage incurred during shipment shall be the responsibility of the carrier. TC Life Safety holds no responsibility for lost or damaged shipments. Freight claims should be placed with the freight carrier. UPS requires customer initiated inspection call for damaged merchandise upon receipt of shipment.
International Shipping
TC Life Safety has partnered with Bongo International to offer shipping to the US Virgin islands, US Guam, Puerto Rico, Canada and other worldwide locations. See the International Orders section above for more information.
Third-Party Shipping
Third party shipping (i.e. shipping an order using your shipper number) is not available online - please call to place your order. We will do everything in our power to make sure your shipper number is used, however some products are drop-shipped and third party shipping may not be available from our drop-shipper. It is the customer's responsibility to pay for shipping charges if you requested third-party shipping and for some reason your account could not be used.
Returns Policy & Instructions

60 Day Money Back Guarantee

TC LifeSafety, Inc. wants to ensure that you are satisfied with every purchase you make over the phone or online. If you encounter a problem with your purchase such as:
  • The Website was incorrect
  • There are environmental conditions that inhibit the proper functioning of your purchase
  • We advised you on a purchase that did not fix or solve your problem

TC LifeSafety, Inc. offers a best in the business 60 Day Money Back Guarantee for our products and services. Simply contact us during our regular business hours at (9AM – 6PM EST, Mon. thru Fri.) at (800) 837-8175 and we will issue a Return Material Authorization (RMA) number immediately. Shipping and Handling Charges as well as Special Order Items may not apply.

Shipping discrepancies for missing items or items damaged in transit must be reported within 10 days of delivery by calling us during our regular business hours at (9AM – 6PM EST, Mon. thru Fri.) at (800) 837- 8175. TC Life Safety is not responsible for lost or damaged shipments.

Return Material Authorization (RMA) Number

All returns MUST have a Return Material Authorization (RMA) number. To receive an RMA number, please contact our Customer Service/Technical Support Team during our regular business hours at (9AM – 6PM EST, Mon. thru Fri.) at (800) 837-8175. Items received without an RMA number will be held for 30 days and then disposed of if unclaimed.

Note: Products on the Ineligible for Return List (see below) cannot be returned for any reason unless approved by TC LifeSafety Management.

Restocking Fee

No restocking fee is charged if:

  • The items are returned in perfect "resalable" condition (as determined by TCLS).
  • The items are returned within 60 days of receipt of item(s).
  • The items meet TC LifeSafety, Inc. Return Goods Policy (this document).

If a return is received after 60 days of receipt of item(s), you will be subject to a restocking fee to be determined by the TCLS Management. You may take your credit either against the original method of purchase (Credit Card, Amazon.com, etc...), or have the option of a store credit.

Any shipping charges accrued by TC LifeSafety, Inc. are non-refundable unless the return is due to our error or a product defect.

Any "Advanced Replacements" for defective goods, In or Out of Warranty, must be paid for before shipment and credit (if due) will be made to cover the total cost of the replacement order when the original product is received and inspected. At no time will parts be shipped at No Charge unless authorized by TCLS Management.

Return Shipping Instructions

Products must be returned in new, resalable condition:

  • Call 800-837-8175 for an RMA Number
  • Include all original packaging materials
  • All manuals and warranty registration cards must be unmarked
  • Carefully repackage and double-box the merchandise with the RMA number clearly displayed on the outside of the shipping box
  • Please do not write on, place any stickers or shipping labels on the manufacturer's original package, as it will not be accepted for refund, always place in a separate shipping box.

Send return package to the following address:

TC LifeSafety, Inc.
58 Chocksett Rd.
Sterling, MA 01564
Attn: Returns Dept. RMA #________

  • We recommend your return shipment to be insured and shipped with a tracking number. TC Life Safety, Inc. is not responsible for lost or damaged packages.
  • Return shipping charges are the responsibility of the customer unless otherwise determined by TCLS Management.

Products Ineligible for Return

Returns that do not meet all of the above stated conditions will be returned to the customer at their expense and cost. Examples of products that are not eligible for return are as follows:

  • Items determined to be Special Order will be noted as such on the website. An email will be sent to the buyer advising them of the product’s status as a "Special Order Item".
  • Any Electronics that have been "powered up".
  • Any product that has been mounted.
  • Any product, original packaging, retail box and or manuals that have been written or marked on
  • Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
  • Any product that exhibits physical damage.
  • Cans of Test Gas or Compressed Air.
  • Batteries
  • 500' Reels of West Penn Wire Cable
  • Books, unless they are in their original plastic vacuum wrap.
  • Any Items Marked "Clearance".
  • Others as determined by TCLS management.

Refund Process

We will issue a credit to your charge account (less any accrued shipping charges) upon receipt of your returned merchandise if it is in good order and in accordance with the full policy listed above, as well as returned within 60 days of original delivery. You may elect to receive store credit towards another purchase at TC LifeSafety, Inc., or simply receive a refund.

Refunds for returned item(s) will be issued in the same payment form as tended at the time of your purchase. If payment was made by credit card, PayPal, or check, please allow 5-10 business days for credit to be processed after receipt of return. When refund has been processed, please allow 7-10 business days for a credit to appear on your credit card statement. If payment was made by check, the refund check will be issued after 20 days from the date of receipt of goods.

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