Frequently Asked Questions
Do I have to pay sales tax?
We do collect sales tax and remit to the state of Massachusetts. If you are tax exempt, please select this option during checkout. Accounting will follow-up before order ships to collect a copy of your sales tax exemption to have on file with your order. If you're an out of state buyer, shipping to an out of state address, we do not collect sales tax for a majority of the states. It is the buyer's responsibility to notify their state and submit the tax on their own behalf.
Do you offer a warranty?
Yes, all orders include our standard 30-day right of return warranty and starts the day you receive it. Buyers are responsible for holding on to packaging during the warranty period in case an item needs to be returned. Please see at our warranty policy for more details: TLWG Warranty Policy – Click Here
Do you offer extended warranties?
No, we do not offer extended warranties. However, if something happens outside of the warranty period please contact us immediately at [email protected]. Our service team will assist with troubleshooting and we can provide phone support throughout the process. We will never leave a customer out to dry. Our philosophy has always been to treat our customers how we would want to be treated. We believe in building relationships and having happy customers introduce us to their friends and family.
Do you take purchase orders?
We only accept purchase orders from Universities and Hospitals who have been approved by our accounting department. All other buyers are required to pay for their order before it can ship. We do not reserve, or hold instruments for customer without receiving payment first. All our equipment is subject to prior sale and we work on a first come, first serve bases much like any other retail store.
Do your offer credit, or financing?
We do not lend credit and operate very much like your average retail store. All orders must be paid in full prior to leaving our warehouse. Once your payment has been received, order will move to outbound QC and it is a 1–3-day turnaround time from there.
How do I cancel an order?
Should you need to cancel an order, please contact us as soon as possible before the order has shipped. Customer service can be reached at [email protected], or give us a call at 617-999-5746. If item has already shipped before cancelation notification has been received, there will be a 25% restocking fee applied and up to 35% on new along with unused items still in box, shipping and handling is non refundable.
How do I modify an order?
If you need to modify your order, simply reply to the email in which your paid receipt came from and let us know what revisions you would like to make. Customer service will follow-up with confirmation along with any adjustments needed to be made. If you need to reach us direct, please email us at [email protected], or give us a call at 617-999-5746
How do I return my order?
If you need to return your order for any reason, please contact customer support immediately at [email protected] Orders must be return within the first 30-days from day you received it. Please note we do charge a 25% restocking on used items and 35% restocking fee on new items. If item(s) are returned outside of warranty period, they will be subject to a higher restocking fee on per item basis. Buyer is responsible for shipping order back to us in the original packaging, including custom foam mold. Items need to be return in condition they shipped out in. Shipping and handling are non-refundable, unless an item was returned for defect. We have less than 1% fail rate on all orders we have shipped out over the past decade. If item gets damaged during return shipment, buyer is responsible for opening up a claim with their shipping carrier. Please see our Terms & Conditions for complete details regarding our warranty return policy.
How do I track my order?
Customers will receive an email confirmation once their order has shipped with tracking number and a copy of their updated paid receipt. Buyer will have the ability to track their order directly through link within the email. Our turnaround time for shipping orders out from receipt of payment is 1-3 business days. Transit time can take 1-10 business days depending on where the order is shipping to within the United States. Transit time for internationally orders can vary and are based on shipping address and country. We have no control on how quickly customs processes imports within their countries. Please note buyer is responsible for any duties, vats and fees related to the import into their country.
Is shipping and handling additional?
Shipping and handling are additional. Fee is calculated by package dimension, weight and address in which order is shipping to. On all small package items under 65lbs, order will ship out with UPS and will be calculated at time of checkout. If you would like to see what the rate will be simply enter your shipping address in to the fields and it will calculate it for you. For large LTL Freight items over 70lbs, shipping and handling is added to order once checkout is completed. Freight prices are changed weekly and posted by our carriers at the beginning of the week. For all international shipments buyer is responsible for paying the duties, vats, or taxes associated with the import into their country. If you would like to know what the S&H Fee will be on an LTL Freight item before you purchase, please contact customer service at [email protected] and we'll get you a quote in a timely manner during business hours. If inquiry comes in during off hours, we will respond within 24 hours.