Please Note:

For all orders, Timeline Digital will arrange the shipping sent to the customer's destinations; however, such costs are the responsibility of the customers. Also, Timeline Digital will assume any risk of loss while shipments are in transit to the customer's destinations; however, title and risk of loss will pass onto the customer upon pick-up from our location.

How much do you charge for shipping and handling?
Shipping charges vary depending on destination, shipping method, and physical aspects of the product. When you place an order, you will immediately be given an estimated quote of your shipping. When the order ships, you will be sent a confirmation with the complete costs of your order including the verified shipping charges. Should you have any questions or concerns regarding these charges, feel free to email us.

What shipping method does Timeline Digital normally use?
Timeline Digital utilizes UPS Ground & Air services as the primary carrier & service for most of all its orders. All large items & orders are shipped via ground service or via private trucking company.

Where does Timeline Digital ship from?
Timeline Digital mainly ships products from its immediate warehouse in Los Angeles, California. In addition, we have a network of distributors & manufacturers that can drop-ship special items to you directly.

When will I get my package?
Your order is thoroughly reviewed by our credit card department to ensure that the order is accurate, the payment method is valid, and you are authorized to use this payment method before your order is shipped.  Once your order has passed the rigorous review of our credit card department, it is sent to our warehouse for processing. Please note that credit card processing can take up to 3 business days (depending on the accuracy of the information given to us by the customer). In addition, for security reasons, voice confirmation may be required before we can process your credit card for payment. If the item(s) on your order is/are in stock, we will ship them as soon as possible from our main California warehouse or from one of our distributing warehouses located throughout the United States. If the item(s) on your order is/are out of stock, they will not be shipped until we have received and processed the backordered inventory in our warehouse.

Transit time:
Ground Service: 3 - 7 Business Days
Economy & Express Service: 2-3 Business Days
Overnight Service: Next Business Day if order is placed before 3:00pm Pacific Time

Total Time of Delivery:
Total time is based on the amount of time it takes to get the payment authorized, order processed, and plus the transit time from the carrier. This can range up to 1-2 days for in-stock items.

Why are the shipping charges different from the one that was quoted?
When your order is first placed, you will receive an acknowledgement email to confirm that we have received your order, and it will reflect an estimated shipping charge. You will receive an order confirmation when your order is fully processed and shipped, showing the actual shipping charges. Usually the estimate is within a few dollars range of the actual charge, but should there be a large difference and an error is suspected, please feel free to contact either your sales representative or customer service as soon as possible.

Do you offer Saturday delivery?
FedEx does offer a Saturday delivery service for most of the areas. Weekend delivery is not an available option for online orders. If you need a delivery on a Saturday, please contact your sales representative, or call (626) 723-3463 to speak with a customer service agent.

Do I have to sign for my package?
YES! For security reasons, all shipments require a signature at the time of delivery.

How do I get my order tracking number?
As soon as your order is shipped, it is assigned a tracking number. You can get this tracking number from several sources:

1.      Your confirmation e-mail, through the Order Status feature on our site, or
2.      Call our customer service at (626) 723-3463.

With your tracking number, you can track your order online or by calling the freight forwarder directly. Should there be any problem, please contact the customer service as soon as possible.

My UPS tracking number is not working. What should I do?
Sometimes the warehouse generates extra UPS tracking numbers that do not get used when the items are found to be able to be packed in one unit safely. This results in "dummy numbers". Other times, a package gets separated from its order and does not get scanned by UPS right away. Either way, please give it a day or two to see if all the items on your order arrive. If not please kindly give us a call and we will advise on how to file the lost package claim with UPS.

How do I contact UPS?
Phone: 1-800-PICK-UPS (742-5877)
Online: www.ups.com

UPS has my package but they have not delivered it yet. Why?
Please contact UPS at 1-800-PICK-UPS (742-5877) to obtain further status on your packages. The priority of delivery within the method of shipment chosen is determined by your local UPS hub. Timeline Digital would always like your packages to be delivered ASAP. If UPS is holding them, please contact UPS.

What should I do if an item delivered is damaged?
If the item appears to have obvious damage by UPS, immediately tell the UPS driver that you do not want to receive this package or call 1-800-PICK-UPS (742-5877) to submit a damaged shipment claim. If the damaged package were left without anyone signing for it or someone else signed for it, there would be a grace period of around 3 days before the damage claim could be filed. If a package looks suspiciously damaged, you have the right to tell the driver to wait and open it first to make sure the contents are not damaged. In case if UPS refuses the damage claim, be advised to obtain a control number from UPS and call Timeline Digital customer service at (626) 723-3463. 
Always make sure to get UPS's damage package control number for your claim.

What should I do if an item is missing from my order?
Check the number of tracking numbers you have received when you order is shipped. Verify that you have received all boxes and checked all packing material for small items. If you are still missing an item(s), contact Timeline Digital customer service at (626) 723-3463 and notify us of the missing units.

How do I return a Timeline Digital order?
The customer must contact Timeline Digital and obtain an RMA Number (Return Merchandise Authorization Number) prior to return any merchandise. Please note you have 15 days from the date the RMA number has been issued to return the merchadise, if the merchandise is return after 15 days of issuing the RMA number or without an RMA number, it will not be processed.

Timeline Digital will inspect the RMA merchandise, and determine whether to repair, replace or refund the order. Please note we will only issue full refund to DOA (Dead of Arrival) product, all merchandise that's in working condition, will subjected to a 25% restocking fee.

Does Timeline Digital pay for the return shipping of defective merchandise?
Timeline Digital is not responsible for manufacturer defects. Since we are not the manufacturer, we actually split the shipping cost with our customers. The customers pay for shipping the items to Timeline Digital, and Timeline Digital pays for shipping the items to our customers. Similar to a walk-in store, Best Buy will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent on driving back to the store either. However, Timeline Digital will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.

If I refuse a package, or if my order is somehow returned by FedEx to Timeline Digital, what happens next?
If the shipment is "returned to shipper", Timeline Digital will receive the packages, and credit the funds back to our customer, less 25% restocking fee & shipping costs incurred from the transaction. If not all items are refused then only the items returned will be refunded.

Why can't I ship to Post Office boxes, FPO or APO addresses?
None of our freight forwarders (FedEx, UPS, DHL, etc.,) offers delivery service to these addresses. If you need an order shipped to a destination that does not have a physical address, please call your sales representative or call us at (626) 723-3463 to explain your needs. We can use USPS Priority Mail service for PO Box, FPO, and APO addresses.

Why was my order sent in multiple packages when it could have all fit into one box?
Timeline Digital packages the items with the safety of your items as our priority. The most common reason that multiple boxes are used is due to the different warehouse locations, from where your items are shipped.

Why did UPS separate the packages of my order?
That would be a function of UPS. Please contact UPS at 1-800-PICK-UPS (742-5877) to obtain further status on your packages.

Is it possible to request UPS to hold my package(s)? May I have a package re-routed to a different address?
Timeline Digital will no longer give UPS consent to hold packages for customers to pick-up at their local UPS facilities due to fraud concerns. We humbly apologize for any inconvenience this precautionary measure may cause, but we are simply trying to ensure the safety of our customer's purchases. We previously allowed patrons to do so, but due to prevailing attempts to commit fraudulent activity, this option has been revoked, and is no longer offered. Similarly, Timeline Digital will not request that a package be re-routed to another location once it is in transit to the shipping address requested on the original order.

Are shipping costs added cumulatively for each item I order, or do they decrease when multiple items are purchased?
When you order multiple items, most of the times the shipping will decrease and can be seen in your shopping cart. Simply place all items in the shopping cart, pick your state and method of shipping then click on the shipping calculator. You will see the reduction if it applies. On certain items, due to the significant shipping discounts that are offered and already applied on them by Timeline Digital, the shipping will add cumulatively, unless multiple items are purchased.

Does Timeline Digital ship internationally?
International orders are subject to additional handling charges, higher shipping rates, and applicable customs, duties and taxes, all of which are the responsibility of the customer. Please be aware that many products' warranties do not provide coverage outside the United States, and some products may not be exported under any circumstances due to manufacturers' restrictions or U.S. law. Timeline Digital makes no representations regarding warranty coverage, compatibility, or serviceability for products that are used outside the United States. Timeline Digital currently ONLY accepts international payment via wire transfers. International credit cards and checks are not accepted. Note: Wire transfer orders may be subject to an additional processing fee.

Can I order online if I live in Hawaii, Alaska, Puerto Rico, or Guam?
YES! If you live in Hawaii, Alaska, Puerto Rico, Guam, or other US territories, you may order online. However, additional shipping and handling charges will apply. Additional charges may apply for Alaska and Hawaii orders. Puerto Rico, Guam, and other US territories are charged using international shipping and handling rates.

Does UPS guarantee overnight delivery to Alaska and Hawaii?
When delivering to Alaska and Hawaii, FedEx does not guarantee overnight delivery. In most cases, UPS will need at least one extra day to deliver shipments to these areas.

Can I place an international order online?
Yes, you can, but for all international orders, export, and distribution it's best to contact us directly at: 1-626-723-3463 or e-mail us at info@timelinedigitalinc.com

How do I enter an overseas phone number to call Timeline Digital?
Dial your country’s international call number first, followed by 1-626-723-3463.

Do you offer 3rd party freight billing service?
3rd party billing is available only for items shipped via UPS or FedEx, and only for items that will be shipped from our own immediate warehouse. If the item is located in another warehouse, 3rd party shipping will not be available. If 3rd party billing is required, a $5 fee for each invoice PLUS the cost of all packaging materials will be added to your order.