FAQs

Payment and Billing

What payment methods are accepted by TimeLife.com?

TimeLife.com accepts most major credit cards, including American Express/Optima, VISA, MasterCard and Discover Networks. You can enter your credit card information during our secure checkout process or use a card already stored in your online Time Life account. If you would like to place your order by phone, please call our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET.

When will my credit card be charged?

Time Life will not charge your credit card until your order ships. If the item(s) is in stock there will be a short processing time to fulfill your order (an average of one to three business days). During this time you may see a pre-authorization on your card, but you won’t actually be charged until your order ships from our warehouse.

Do I have to pay taxes on my Time Life order?

Time Life is required by law to collect sales tax in states where our business is registered. We are registered in Florida, Illinois, Iowa, Kentucky, New York, Pennsylvania, Georgia, Texas and Virginia.

Will my online payment transaction be secure?

Time Life guarantees that every online transaction you make will be secure. We use Secure Sockets Layer (SSL) software, the industry standard, to encrypt all of your personal information. Moreover, we have put in place all of the appropriate physical, electronic and managerial procedures needed to safeguard and help prevent unauthorized access, maintain data security and correctly use the information we collect online.

In fact, if unauthorized charges are made to your card as a result of shopping at our online store, you pay nothing. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you, up to the full $50.00. Time Life will cover this liability only if the unauthorized use of your credit card resulted through no fault of your own from purchases made while using our secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

What is installment billing?

It’s easy to afford a Time Life music super set, containing dozens of your favorite hits, with our convenient zero-interest installment billing. If your order contains a product that qualifies for installment billing, the banner below will appear on the product’s information page.

An “Installment Plan” check box will also appear in your shopping cart.

Check this box to take advantage of this convenient payment plan. Different products qualify for different numbers of installments (typically four or five), so be sure to read the information carefully. Any applicable shipping, handling, and taxes will be charged with your first installment at the time your order ships. Subsequent installments are billed about every three weeks to the original form of payment. If you would like to update your payment information or change to a different credit card, please contact our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET.

Installment billing does not apply to Introductory Offers because of the steep discounts on those products. Qualifying orders between $600 and $800 may only be divided into two installments. Orders that exceed $800 are not eligible for the Installment Plan option regardless of individual product eligibility. The installment payment option is not available if the order amount increases your outstanding installment payments with Time Life to more than $800. The balance due on your order cannot exceed the credit balance available on your credit card account.

How will my Introductory Offer and Series be billed?

The price of your first, discounted shipment will be billed at the time it ships. Future selections in your collection will be sent every few weeks for you to preview. These selections will not be billed for 10 days, allowing you time to preview the product (go ahead, open it up and try it out!). If you decide to keep the CD or DVD, your card will be billed at the end of the 10 days. Charges are conveniently billed to your original form of payment. If you would like to update your payment information or change to a different credit card while you are enrolled in one of our series, please contact our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET.

If you return the product before the 10-day trial is complete, your card will not be billed. If we do not receive your return prior to the end of your trial period, we will still issue a full refund of the purchase price and original shipping and handling costs if we receive your return within 30 days from the order shipment date according to our 30-Day Money Back Guarantee.

Will updating my credit information online affect the billing of my current installment plan or series?

No, these payments will still be made from the card used during your original purchase. If you would like to update you account with a new card for future installment or series payments to be drawn on, please contact our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET.

How do I pay my outstanding balance with Time Life?

If you have an outstanding balance with Time Life, please call our Customer Care Center at 1-800-950-7887. Our representatives will be happy to help you clear any balance on your account with a credit card payment or give you the appropriate mailing information to send in a check or money order. They are available between 9 am and 9 pm ET, Monday through Sunday.

I use a pre-paid card to make a purchase from Time Life?

Time Life will accept pre-paid cards on most orders as long as they are paid for in full at the time of purchase. We do not accept pre-paid cards on orders that may require future payments, including offers with deferred billing or future series selections. Pre-paid cards cannot be used to purchase for Introductory Offers, Preview Offers, or products enrolled in an Installment Plan.

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Shipping and Delivery

When will my order arrive?

Time Life is dedicated to processing and fulfilling your order quickly. Our current order processing time for in-stock products is typically between one and three business days. Once your order has shipped, please use the following guidelines for estimated transit time:

How is the cost of shipping and handling calculated?

Standard shipping and handling rules and rates are as follows:

You can also select an upgraded shipping method in the shopping cart for faster delivery service. To select an upgraded shipping option in the checkout process, look for "Shipping Method" on the "Payment and Review" page and click "Edit." You will then be able to select an upgraded shipping option from a dropdown box. Your shipping charges will recalculate after you have made your selection. Total upgraded shipping charges include the standard shipping rate plus the rate of your chosen option below:

The product I ordered/want to order is on backorder. When will it arrive?

Occasionally, some of our most popular items run out of stock before a new supply arrives. Time Life is constantly reordering and restocking our products. New stock should arrive within thirty days (typically much sooner). Orders for backordered products are processed in the order they were received and immediately after stock arrives in our warehouse.

The product I ordered/want to order is listed as a Presell. When will it arrive?

From time to time, TimeLife.com gives our online customers the opportunity to be the first to order our newest hit products, before they are in stock. On the product information page is an estimated date when we believe this product will arrive in our warehouse and be available for shipment. This date is an estimate and may change. Orders will be shipped in the order they were received. Your credit card will not be charged until your product ships.

Can I ship to a PO Box?

Please select our standard shipping option from the United States Postal Service in order to receive your shipment at a PO Box. Unfortunately, FedEx is not able to deliver to PO Boxes at this time, so our second and next day options are unavailable.

Can Time Life ship my order to a foreign country?

Unfortunately not. TimeLife.com can only process service requests for and ship items to addresses in the United States. Due to copyright and licensing laws, not all products available at TimeLife.com are available for sale in other countries. To view and order products available in your region, please click on the appropriate link (below).

Can I ship to a separate or multiple shipping addresses?

Yes, Time Life can send your shipment to an address that is different than your billing address or split your shipment between multiple addresses. When you arrive at the "Payment and Review" page during the checkout process, click on "Ship to Multiple Addresses" in the "Ship To" area. A dropdown box will give you the option of selecting an alternate shipping address from your address book. If your address book does not contain an alternate shipping address, click the "Add New Address" button. Enter your new address information and click "Add." This will add the new address to the dropdown menu (as well as your address book). Select the new address as your alternate shipping destination or as an additional shipping destination. If you choose to split your order between multiple destinations, a nominal $5.00 charge will be added for each additional address.

Can I track my order?

If you sent your order via one of our FedEx shipping options, a tracking number will be sent to you in an email at the time your product ships. If you have an online Time Life account, you can also log in to find this tracking number and view other order information.

Why can’t I choose standard shipping for my large order?

For your protection, TimeLife.com requires that all orders greater than $500 be sent via FedEx. FedEx shipments have tracking numbers, which provides greater security for high-value shipments.

I ordered a product, but now I’ve changed my mind. How do I stop the shipment? Unfortunately, due to system limitations, Time Life cannot stop a shipment during the order processing phase. However, please know that all of our products are backed by our 30-Day Money Back Guarantee. You may return your order for any reason within 30 days for a full refund of the product price.

What holidays might delay my shipment?

TimeLife.com is open for business 24 hours a day, every day of the year. However, our offices and fulfillment centers are closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. Next day and second day orders placed on these holidays may be delayed one additional day.

Our Customer Care Center is only closed on Christmas day.

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Damaged or Missing Shipments

What do I do if my product arrived damaged?

Please call our Customer Care Center at 1-800-950-7887. Our representatives would be delighted to assist you in replacing the damaged portion of your set. They are available from 9 am to 9 pm ET.

What do I do if my shipment arrived, but part of my order or set was missing?

If you ordered more than one product, they may have shipped separately. Please wait a few more days as your order is probably on its way. If you received your entire shipment, but a component of the product is missing, please call our Customer Care Center at 1-800-950-7887. Our representatives would be delighted to assist you in replacing the missing piece. They are available from 9 am to 9 pm ET.

What do I do if my shipment never arrived?

At Time Life, we do our best to get your order to you as quickly as we can. Please refer to the shipping time chart above for estimated processing and transit times. If the entire estimated length of time has elapsed, please call our Customer Care Center at 1-800-950-7887 for further assistance. Our agents are available from 9 am to 9 pm ET.

If your item(s) was out of stock when you placed your order, up to 30 days may be needed to get new products into our warehouse before we can process your order.

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Returns and Refunds

What is Time Life’s Return Policy?

At Time Life, we want you to be completely satisfied with every product you buy from us. We encourage you to examine each selection, fully confident that you are protected by our money-back guarantee. If for any reason you are not completely satisfied with a Time Life product, simply return it within 30 days. We will gladly refund or credit the product purchase price to your original form of payment. Shipping and handling is not refundable.

Feel free to open and try out every product you receive, without commitment. If you are not as passionate about it as we are, return it. Simply send your return to the address below.

What if I want to make a return, but it is past 30 days?

Unfortunately, Time Life cannot accept returns past 30 days. Please do not ship the product to us as it will not be returned and no refund will be issued.

Can I return a selection from my Introductory Program after the 10-day trial?

Of course! Our 30-day satisfaction guarantee applies to all of our products. If we do not receive your return prior to the end of your trial period, we will still issue a full refund the purchase price and the original shipping and handling costs if it arrives within 30 days from the original ship date.

Where should I send my return?

Please send all returns to the address below. You may use the shipping method of your choice; however, we suggest that you purchase order tracking and insurance on the package for the entire value of your product. Time Life is not responsible for returns that become lost in the mail.

Time Life
Customer Care
1226 Aviation Blvd
Hebron, KY 41048

When will I get my refund?

Time Life will issue a credit to your original form of payment as soon as we receive and process your return. The actual time it takes for you to receive that refund depends on the length of transit time for the product to arrive at our facility. If we are refunding your credit card, it is up to the discretion of the card issuing company as to when your refund will become available once we process it.

What do I do if I received a refund, but never received my order?

In this instance, the shipping company likely returned your shipment to us without delivering the package. We apologize for the inconvenience. Please call our Customer Care Center at 1-800-950-7887 and our agents will be happy to assist you in replacing the order and verifying your correct shipping address. They are available from 9 am to 9 pm ET.

I ordered a product from Time Life, but now I see that it is less expensive online. Can I get a refund?

TimeLife.com occasionally offers special sales promotions that may be different from the same products advertised elsewhere. If you see a product you purchased recently from a different Time Life promotion offered at a discounted rate on this Web site, complete a Customer Care Form or call us toll-free at 1-800-950-7887 between 9 am and 9 pm, ET, Monday through Sunday. We will gladly honor the lower price within 30 days of your original purchase. Lower price guarantee only applies to product price. Discount coupons cannot be applied retroactively.

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Introductory Offers and Monthly Series

What is an Introductory Offer?

When you purchase an Introductory Offer, you agree to purchase one of our products at a very low introductory discount price in exchange for reviewing other selections in the same collection. You get a great discount and it’s a terrific way to build your music collection at no risk to you! There is no club and no commitment. Ever. You are under no obligation to buy additional volumes.  You may keep as many or as few as you want. 

You will automatically receive other selections from the collection every few weeks to preview for 10 days free! If you decide to keep the CD or DVD, your card will be billed at the end of the 10 days. All you have to do is sit back, relax, and enjoy. It is the easiest way to fill your music collection with the classics you love. If you return the product before the 10-day trial is complete, your card will not be billed.

When does my 10-day trial start?

Time Life starts the 10-day trial after an estimated transit time has passed. Unfortunately, we have no control over the shipping speed of the post office. Because of this, you may actually receive your product before or shortly after the 10-day trial begins.

My 10-day trial is up. Can I still make a return?

Yes, this product is still backed by our 30-day satisfaction guarantee. In fact, for selections in our Introductory Program, we will even reimburse the original shipping and handling costs. Please see our “Returns and Refunds” section for more information about our general policy.

How do I cancel my participation in the Introductory Program?

You're under no obligation to buy additional volumes in our preview program and can cancel at any time by calling our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET.

I think I’m in enrolled in a series, but I can’t remember signing up for one. What do I do?

If you enrolled in one of our series on accident, don’t worry. Time Life offers this program to our customers with no commitments or fine print. You can cancel at anytime and are under no obligation to keep any shipments. If you receive a shipment, we encourage you to open it up and try it out. If you don’t want to keep it, return it before the end of your 10-day trial and you won’t be charged. Or, return it within 30-days of the original ship date for a full refund. If you’d like to stop future shipments, simply give our Customer Care Center a call at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET.

What if I want to purchase the Introductory Offer product, but do not want to review additional selections?

The discounted Introductory Offer price is only available to those who agree to review other selections from our award-winning collections. If you do not wish to participate in our no-risk review program, you may purchase the product at the regular, undiscounted price by choosing this option on the product description page or by calling our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET. Products purchased at the regular rates will not receive additional shipments.

Why can’t I purchase multiple copies of the same product at the discounted Introductory Offer price?

Due to the nature of our Introductory Program, you cannot purchase multiples of the same discounted Introductory Offer. You may choose to purchase any product offered as part of an Introductory Program at the regular, undiscounted rate by choosing this option on the product description page or calling our Customer Care Center at 1-800-950-7887. Our agents are available from 9 am to 9 pm ET. Products purchased at the regular rates will not receive additional shipments.

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Preview Offers

What is a Preview Offer?

Products that qualify for Time Life’s unique Preview Offer program can be previewed in the comfort of your home for 30 days for the low examination fee of just $9.95. If you decide it is not for you, return it within the 30-day preview period by following the instructions on the back of your statement. You will not be charged any further, and you get to keep any free volume(s) offered as our thank you gift! If you enjoy the collection as much as we think you will and decide to keep it, we will conveniently charge your credit card for the full price as you authorized when placing your order.

Due to the nature of our Preview program, you can only purchase one Preview per order at a time. If you are currently previewing one of our products when you place your order, this order may be subject to cancellation. We will be happy to process new Preview Program orders when your original preview period is complete.

When will I be billed the full amount?

At the end of your 30-day trial, if we do not receive a return from you, we will conveniently charge your credit card for the full price as you authorized when you placed your order. 

What if I would like to return my Preview Offer, but it is past 30 days?

Unfortunately, Time Life cannot accept returns past 30 days. Please do not ship the product to us as it will not be returned and no refund will be issued.

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Create or Update Your Time Life Account

Do I need an online Time Life account to order from Time Life.com?

While it is encouraged, you are not required to have an online account to place an order from TimeLife.com. Simply leave the password section blank during the checkout process and no online account will be created.

If you do fill out the password section, your account will be created during the checkout process. It is quick and easy. Your online account comes with many benefits, including the ability to check the status of your order. When you place future orders, just log in and all the information you entered for previous purchases, such as your address, will be saved and ready for you to use again.

How do I create an online Time Life account?

To create an online account, finish your shopping and begin the checkout process. When you click “CHECKOUT” in your shopping cart, you will be prompted to either log in to your account or create a new one. Enter your email address and select “No, I am a new customer.” There is no need to enter a password at this time. Click “Continue.” You will be taken to a screen where you can enter your billing and shipping information as well as create a password. To be taken directly to the new account set-up, click here.

How do I update my account settings?

You may update the information stored in your account at any time. From the TimeLife.com home page, click on “My Account,” which is located directly under the search bar. Log on to your account and visit the “Profile,” “Address Book” and “Credit Card” sections to update your personal information.

How do I unsubscribe from Time Life emails?

Log in to your account and go to the “Profile” section. Click “update email preferences” at the bottom of the page. You can also unsubscribe from Time Life promotional emails by clicking on the link at the bottom of any rewards program email. Please allow up to 10 days for this change to be processed by our systems.

What do I do if my order information does not display online?

Orders placed online can take up to 24 hours before they display in the “Order History” section. If you placed your order by phone, it could take up to 72 hours for it to update in our online system. If it has been more than 72 hours since you placed your original order and you can’t view it online, please call our Customer Care Center at 1-800-950-7887. Our representatives would be delighted to provide you with more information about your order status. They are available from 9 am to 9 pm ET.

What do I do if I forgot my password?

On the log in screen there is a link that says, “Forgot Your Password?” Click on it here or there. You will be asked to enter your email address and a new password will be emailed to you.

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Coupon Help

What is a coupon?

Time Life often provides our valued and loyal customers with coupon codes through emails and special promotions as our way of saying, “Thanks for being our customer.” These exclusive offers provide discounts on online orders. To use a coupon, enter the coupon code into the coupon code box on the order page and click “Apply” before checking out.

Where do I get a coupon?

When you create an online account with Time Life, you are automatically enrolled in our email rewards program. In addition to receiving valuable, money saving coupons, you will stay "in the know" about Time Life’s latest and exclusive releases. We're constantly adding new music and video products, as well as clearance items available for sale at reduced prices and in limited quantities. Email is the fastest, most effective way we can inform you about these bargains.

TimeLife.com values your trust very highly. We will never sell or rent your email address to any third parties under any circumstances. Please see our Privacy Policy for more information.

What do I do if my coupon is not working?

There are several reasons a coupon may not work. Please go through this check list of steps. If you go through the list and find that you are still having trouble, don’t hesitate to call our Customer Care Center at 1-800-950-7887. Our agents would be happy to assist you in placing your order. They are available from 9 am to 9 pm ET.

Product and Shopping Help

How do I find the product that I’m looking for?

At the top of the TimeLife.com homepage, there is a search bar. Type in specific terms to find your favorite collections and artists. You can type in the name of the product, your favorite artist or genre. You may also choose to navigate through our convenient categories. For example, if you like country music, click on “Music” from the top of the home page. Then click on “Country” in our music section. You will find all of our best-selling country collections grouped by decade, style, and artist!

Still can’t find what you are looking for?

Call our Customer Care Center at 1-800-950-7887. Our representatives would be happy to help you locate the perfect set. They are available from 9 am to 9 pm ET.

What does it mean if the product is listed as on “Backorder”?

Occasionally, some of our most popular items run out of stock before a new supply arrives. Time Life is constantly reordering and restocking our products. New stock should arrive within thirty days (typically much sooner). Orders for backordered products are processed in the order they were received immediately after stock arrives in our warehouse.

Can I listen to any of the songs in the collection I am considering?

If the product you are viewing includes music CDs, you can listen to a 30-second sample of almost any song you choose. Songs on a CD are listed on the product description page. Click on the gray "Disc" tab to see a list of songs on that CD. Then just click the song you want and enjoy!

You need Windows Media Player to listen to these previews. If Windows Media Player is not installed on your computer, click here to download it now.

How do I watch commercials?

On some product description pages, you may see a link that says, "View Commercial." Click on this link to watch the TV commercial for that product.

You need Windows Media Player to listen to these previews. If Windows Media Player is not installed on your computer, click here to download it now.

Can I order a Time Life catalogue?

Because our wide selection of products is constantly being updated, Time Life does not produce a catalogue in print. Our entire selection of available products can be viewed at TimeLife.com. Our Customer Care representatives would also be happy to help you find whatever you are looking for. They can be reached at 1-800-950-7887 and are available from 9 am to 9 pm ET.

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