|Account Help||Online Privacy & Security|
|Ordering||Pricing & Billing|
|Shipping & Returns|
|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.|
|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 Chrome, 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 to 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.
|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.|
|Ways to Order|
|There are several ways to order from TC Life Safety.
|Backorders, although rare, occasionally do happen. However, rest-assured, back ordered items are shipped as soon as possible. No additional freight charges are incurred on backorders. 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.
|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.
If you place an order for a Special Order or Extended Lead-Time product (longer than 3 weeks), we will charge your card when the order begins processing in our system, not when it ships. This is because credit card authorizations are only valid for a certain number of days, and many times Special and Extended Lead-Time orders take longer to ship than the authorization window.
|TC Life Safety has partnered with a trusted third-party company, FedEx Cross Border, 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 FedEx Cross Border for processing. FedEx Cross Border will process your order, including billing, shipping, and customer service. Once your order is completed, all inquiries should be directed to FedEx Cross Border.
Please note that international orders are non-returnable.
WHICH COUNTRIES DO YOU SHIP TO?
Our third party vendor, FedEx Cross Border, will ship anywhere in the world, however 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 follow the unified tracking link provided by FedEx Cross Border in your order confirmation email.
WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?
All inquiries regarding your international order should be directed to FedEx Cross Border at 203-683-4894. Make sure you have your FedEx Cross Border order number ready when you call.
|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.|
|Pricing & Billing|
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
Company Check/Money Order
TC Life Safety
|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.
If you place an order for a Special Order or Extended Lead-Time product (longer than 3 weeks), we will charge your card when the order begins processing in our system, not when it ships. This is because authorizations are only valid for a certain number of days, and many times Special and Extended Lead-Time orders take longer to ship than the authorization window.
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
|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.|
|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.|
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 Massachusetts, so customers with orders shipping to that state 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 of taxes in their state.
Purchases for Resale
|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 Carrier (UPS, FedEx, etc) Pick Up times, Monday - Friday.
UPS shipping-time estimates are estimates only and may change based on conditions beyond TC Life Safety's and/or Carrier (UPS, FedEx, etc) control such as weather, missorting 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 back ordered or special order, you will be notified via email. See the backorder section or the special order section for more information. Same-day shipments not guaranteed after 2 pm.
|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.|
|TC Life Safety has partnered with FedEx Cross Border to offer to ship 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 (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|
30 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:
• 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 the best in the business 30 Day Money Back Guarantee for several of our products and services. Simply contact us during our regular business hours at (8 AM – 5 PM EST, Mon. thru Fri.) at (800) 837-8175 and we will issue a Return Material Authorization (RMA) number.
Note: Shipping and Handling Charges are not refundable as well as Special Order Items.
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 (8 AM – 5 PM 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 Team during our regular business hours at (8 AM – 5 PM 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.
• You will be subject to a restocking fee as 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 the return package to the following address:
TC LifeSafety, Inc.
419 Lincoln Street
Marlborough, MA 01752
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 will be returned to the customer at their expense and cost.
Examples of products that are not eligible for return are as follows:
• Any items shipped outside the Continental U.S.
• 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.
• 500' Reels of West Penn Wire Cable
• Books, unless they are in their original plastic vacuum wrap.
• Any Items Marked "Clearance" or “Sale”.
• Others as determined by TCLS management.
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.