FAQs

TLR Frequently Asked Questions

PRODUCTS

Is TLR jewelry really made from CD’s?

Yes, 100% real music CD’s are used in every design. Generated from an overstock of Time Life’s generous music collections, each item is crafted with recycled CD’s. Designs contain raw laser cut pieces and/or scraped fragments sealed into clear epoxy resin.

What can I do if an item is out of stock?

o Oh no! The item will return soon. But don’t fear, we have options until then.

o Items can be reserved on back order and shipped once in inventory. Your account will not be charged until the order ships.

o You can also sign up for email alerts on specific out of stock items and receive real time updates on when it will be in stock.

The item says it’s available on Pre-Order. What does this mean?

You have first dibs! Only selected items will be available for Pre-Order. When the order is placed, your account will be charged full price to secure the Pre-Order. Due to the pre-sale status, please expect a delayed period between the purchase and item delivery. The expected delivery period will be noted in the description of the item. Standard return & exchange policies apply to all Pre-Orders. Should you wish to cancel your Pre-Order, email us at customerservice@tlretro.com. Please note that we cannot cancel pre-orders within 48 hours of their shipment.

How can I clean my jewelry?

o We recommend using professional jewelry cleaner on most items. For pieces designed with raw laser cut CDs, only clean with terry cloth material.

o Do not use alcohol or any alcohol products. This will cause discoloration and peeling on the raw CD.

How do I find my ring or bracelet size?

TLR aims to provide unique jewelry for everyone. All rings and bracelets are one size fits all and can be manually adjusted just for you.

What are the supported payment methods?

We accept all major credit and debit cards.

• Master Card
• Visa
• American Express
• Discover

SHIPPING

What shipping options are available?

o Standard/FedEx Smart Post shipping

• Standard Delivery: 2-7 business days within the contiguous U.S., based on the final destination ZIP code. Longer transit times to destinations outside the contiguous U.S.

o International Shipping -$15.00 flat

• 7 to 11 business days from FedEx pickup to handoff to the destination country postal service. International shipments may take up to 60 days. Please note that clearance processing and delivery times to final recipients will vary by country. Recipient is responsible for paying all duties, taxes and fees due at the time of import.

o Express shipping options

  • FedEx Express Saver –$14.95
    • 3 business days
  • FedEx 2ndDay –$16.95
    • 2 business days
  • FedEx Next Day -$26.95
    • 1 business day
How do I check my order status?

All orders can be tracked in your TLR profile. Simply navigate to the Order History page and select the shipment you are looking for

I ordered a product, but now I’ve changed my mind. How do I stop the shipment?

You can cancel orders that have not processed for shipping by contacting our Customer Service Center. We cannot cancel or modify an order once it has processed for shipping. However, please know that our products are backed by our 30-Day Money Back Guarantee. If your order is eligible for return, you can return it to our warehouse for a refund or credit of the purchase price.

What happens if a shipment is refused upon delivery

If you refuse a shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package,and the cost of returning it back to TLR. This amount will be deducted from your merchandise refund.

RETURNS & EXCHANGES

Can I return or exchange items?

o If you are not 100% satisfied with your order or if you received a damaged product, we’ve got you covered. All items can be returned or exchanged within 30 days of the shipment date, in original condition and packaging. A refund of the purchase price (less shipping) will be credited back to the original form of payment once your return arrives in our warehouse. We recommend that you ship your package with a carrier that can provide tracking and insurance.Tracking information can double as proof that your returned item was date-stamped before the 30-day MBG expiration date.We cannot assume responsibility for returns that are lost in transit. Should an item be returned after the 30-day MBG period ends, the customer will be responsible for the shipping charges to reship their item.

o Please pack the item securely and return it to:
US RETURN ADDRESS:
TLR Returns
6380 Port Road
Groveport, OH 43125

How long until a refund amount is back in my account?

Please allow 7-10 business days for your account to be credited.

ACCOUNT RELATED

I forgot my password, how do I reset it?

It happens to the best of us. To reset your password, navigate to My Account and click on the ‘Forgot Password’ link and follow the instructions or click here and follow the instructions.

How do I change details on my account?

If you would like to edit your account information, navigate to My Account to update any information. Done and done!

CONTACT US

How can I contact customer service?

Please call 1-877-LOVE-TLR (877-568-3857) 9am –9pm EST, Seven Days a Week to speak with a representative or email customerservice@tlretro.com with any questions.

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