Customer FAQ for TDL
What are your hours?
Our business hours are Monday thru Friday, 8:30 am to 5:00 pm EST.
What is your mailing address?
42 Gotha Street, Trenton, Ontario, K8V 6E1
What is your minimum order?
There is no minimum order.
What are your payment methods?
We accept Visa, MasterCard, Bank Wire, Company Check & Cash. Internet Payment available at BMO, CIBC, Desjardins, Scotiabank, RBC, TD Canada Trust, Central 1 Credit Union, Caisses Populaires de Ontario & Telpay
Can I get a credit account?
You may apply for a credit account by completing a Credit Application form. If your application is approved, you will receive net terms of 21 days, providing your account is kept in good standing.
Do I have to pay sales tax?
We are required by law to collect:
Do I have to pay recycling fees?
We are required to collect recycling fees on applicable electronic and computer products when they are shipped to applicable provinces. For more information, please visit the website for your province:
Can I get more detailed product information?
Detailed specifications & other technical assistance are available upon request.
Are the prices and information in your publications accurate?
The contents of our publications have been carefully checked before distribution and are believed to be reliable as of the date of the publication, however, pricing and specifications are subject to change without notice.
What shipping methods do you use?
TDL has their own fleet of delivery trucks in many areas throughout Ontario. We also ship by Purolator, Canpar and several transport carriers.
What are your shipping charges?
We offer the cheapest shipping rates in the industry. We charge a minimal drop fee when TDL delivers product with our own trucks. Courier charges are based on size and weight. Prices are compared between carriers on a case by case basis and shipped by the cheapest method. Due to our high volume, we are able to provide the lowest rates.
What is your policy for same-day shipping?
Generally, orders that are received by 3:00pm are processed and shipped the same day.
What is your backorder policy?
We strive to fill every order complete, however occasionally we may be out of stock on an item. We will back order the item and notify you when it becomes available.
What is your warranty policy?
Products sold by TDL carry individual warranties from the respective manufacturer.
What is your return policy?
New unopened products may be returned within 14 days of purchase. Merchandise must be in the original unmarked box and must include all manuals, remotes, cables, packing and other materials. There are no returns on special order items. Returns may be subject to a restocking fee.
What do I do if I receive defective merchandise?
If you receive defective merchandise, go to our Online RMA (Return Merchandise Authorization), fill out the form and submit the information. You may also choose to print out an RMA form, fill it out and fax it to us. Be sure to include the Invoice number the merchandise was purchased on and a description of the problem. Items should be returned to TDL freight prepaid. TDL will pay for return shipment of replacement product. Thoroughly test any item which you suspect to be defective. A fee may be charged for any item which is returned as defective and subsequently found to be non-defective by technicians. Freight charges for the non-defective product will be the responsibility of the customer.
What do I do if I receive damaged merchandise?
Check the package carefully at the point of receiving. If you see damage at the point of receiving make a claim immediately with the courier driver. Contact TDL also to report the claim. If you discover damage to the product after you have already accepted and signed for the shipment, contact TDL immediately. (Important note: Do not ship the product back to us at this time! Doing so will void any damage claim with the carrier). TDL will contact the carrier and arrange to have a carrier inspector come to your premises and visually inspect the package for damage. If the carrier approves the claim, TDL will then send you replacement product and the carrier will pick up the damaged product for return to TDL.
What if delivery is unsuccessful?
You are responsible for the shipping charges from and back to TDL if delivery was unsuccessful for the following reasons:
If I give you my email address, will I get SPAM?
Absolutely NOT! We will use your email address only to ask a question regarding an order we are processing for you or confirm details of your shipment. We also may use your email address to offer you specials from time to time and to keep you informed about the status of your account. We pledge to keep all your personal information private and will never sell your email address or offer it in any way to any outside company or agency.