Frequently Asked Questions

TLR, located in Rochester, New York, designs, authors, and publishes computer software training guides. Our training products, now used by thousands of end users with diverse backgrounds, have accomplished just that. Whether you’re a first time computer user, or computer savvy, our one-of-a-kind learning methodology will work for you!

Frequently Asked Questions

How do I contact TLR, Inc?

You may reach TLR by e-mail or by fax at (585) 223-6981. To speak to a Customer Service Representative, call us toll free at (877) 223-5740, week days from 8-4 (EST). For timely service when making inquiries, please provide your company name, your name and your zip code.

How do I place an order?

Orders may be placed online through our Secure Online Ordering System. TLR, Inc also takes orders by fax at (585) 223-6981 or by phone at (877) 223-5740 during business hours 8am-4pm (EST).

How do I pay for my order?

TLR accepts VISA, MasterCard and Discover and PayPal.

Attention Instructors: If you would like to establish an account with TLR, you may download a TLR Credit Application and New Customer Agreement form. Payment terms to purchase on account are Net 30 days. COD is not available.

Is it safe to use my credit card?

Yes. We use SSL encryption technology to ensure that your personal information remains confidential and safe.

Do I pay sales tax?

Sales tax is only payable on shipments delivered within New York State. Please add 8% to your order total including shipping and handling. Businesses within New York State that are exempt from sales tax will need to provide TLR with a tax exemption certificate.

How will my order be handled?

Orders are processed within 48 business hours of receipt. Special orders may require additional handing time.

What if I need to make changes to my order?

If you need to change an order in progress, we will make every effort to assist you. However, because we maintain a speedy order processing and distribution system, it may not be possible to amend your order once it has been processed. To avoid any complication, please double check your order before submitting it to TLR.

What do I need to do when I receive my shipment?

TLR aims to provide 100% error-free service. Please check your materials upon receipt and notify us immediately of any issues.

What if I need to make an exchange or return?

Defective materials will be exchanged at no charge. Special orders are not returnable. A 25% restocking fee applies to all returns. Merchandise must be in the original shrink-wrap and purchased within the last 90 days. A 35% restocking fee if over 90 days and approval is required. TLR retains the right to refuse returns. Any merchandise returned to TLR without prior authorization will not be credited. To obtain a Return Authorization (RMA) number, please email with customer name, invoice #, quantity and reason for request.

Is there any other important information I need to know?

All orders must be paid in U.S. currency. All prices and conditions are subject to change without notice.

Shipping and Handling Charges

Shipping will be calculated on an order-by-order basis, and will be dependent on the weight of your shipment and the distance from our warehouse to the delivery location. You will be asked to provide the zip code of the delivery location, and at that time you will be notified of the shipment cost. You will have the option to choose Ground Shipping, 3 Day, 2nd Day or Overnight Shipping. If you have any questions regarding shipping costs, please feel free to contact us toll free at 1-877-223-5740, week days from 8-4 (EST). Shipping rates are for Continental U.S. only. For deliveries to Alaska, Hawaii, Puerto Rico, Canada and International, please contact Customer Service at (877) 223-5740 for applicable charges.