Order Issues
How to change/modify the billing address?
No need to change the billing address, your order will be shipped to the shipping address that you provided when you order.
Can I change/modify my shipping address?
We can help you modify your order BEFORE shipment. Once your package shipped, please kindly contact our service team via email address: service@TLCdepot.com for further assistance.
Can I cancel my order?
Yes, you can. There are two types of order cancellation:BEFORE shipment:
Please wait for your package to arrive. You may contact us to make arrangement for the return and refund. The refund doesn't include the shipping fee which was paid to the third party logistics. For example, if your order amount is 50 dollars and the shipping fee is 15 dollars, the refund will be 50-15=35 dollars after we receive the returned item.
Why didn’t receive an email regarding my order being shipped?
There is a 3-5 business days processing time in our system after your order being placed. The processing time IS NOT included in the shipping time.
We will received an email upon shipment.
If you do not receive an email in 15 days after the order, please contact our Customer Care Team vis: service@TLCdepot.com.
Do you restock sold out items?
We may restock some sold out items any time in the next two weeks. Items which stay “sold out” for a few weeks is likely to be removed from TLCdepot.com.
Where are your products shipped from?
The products are shipped from warehouses in the United States.
Delivery
1. Items ordered are from different warehouses.
2. Different processing time between items.
3. Weight limit of customs or courier.
You will receive an email notification upon each parcel being shipped.
Why does it show the parcel was delivered when it wasn't ?
In case it happens, please check with the shipping company with your tracking number and your order ID.
If you still couldn't locate your package, please contact our Customer Care Team via: service@TLCdepot.com.
How long does delivery normally take?
Generally, it will take 5-10 business days for your orders to arrive but it may take longer for some remote area.
Return & Refund
What is the return policy?
The returns are acceptable within 15 days after you receive the package. Items that can be returned or refunded fall into the following categories:
Products arrived damaged or soiled.Please contact us BEFORE sending the item back to us for a refund.
If you do not satisfied with our goods and want to send them back to get a refund or an exchange, you can send a message to our after-sale Customer Service (email address: service@TLCdepot.com), the team will reply in 24 hours(except weekends and holidays) and provide you with STEP by STEP return instruction.
What is included in the refund ?
Account
Why can’t I log into my account?
1. Please ensure that the email address or password is correct
2. After you failed the attempt, please click “Forgot Your Password” to reset your password step by step.
How do I unsubscribe？
You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email and follow the instructions to unsubscribe. Or you can contact our service team via service@TLCdepot.com
Will you save my personal information?
We respect your privacy and keep your personal information confidential.
When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.
How do I change my email address?
Please provide your new email address to our service team and we will update your account information accordingly.
Is it safe to order from you?
Yes, it is safe to order here.
We are using One of the most secure online systems to our website to protect your personal information against unauthorized use.
We are a member of BBB (Better Business Bureau) which is a nonprofit organization focused on ensuring fair and equal transactions between consumers and businesses.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.