Frequently Asked Questions

Sales Questions:
What are your hours of operation?
We are open Monday-Friday, 8:00 AM – 4:00 PM PST (Pacific Standard Time). We are closed on weekends and all major holidays.

Can I edit or add items to my order?
We can remove and refund items from your order as long as the order has not began being processed, but unfortunately, we are unable to add items or increase quantities of items to an existing order.

How can I cancel my order?
To cancel an order, please contact [email protected] with your request.

I checked out as a guest, but I have a Titan Rig account. Can my guest order be added to my account?
Unfortunately, we are unable to link guest orders to an existing account. 

How do I return a product for a refund/replacement?
If your order was placed with a Titan Rig account, sign-in to your account, access your dashboard, view your orders, and click "Return" for the specific order. If you checked out as a guest, please visit the link below and enter your order detials to submit your request. Once your request is approved, you will receive further instructions. For more information regarding our return policy, please click HERE.

https://www.titanrig.com/rma/guest/login/

How long will it take for my order to be shipped?
Orders are generally processed same day or next business day with the exception of custom items. We do not ship orders on weekends. When the order ships, an automated email will be sent to the email address associated with the order updating you of the change of status along with a tracking number. Tracking numbers can also be found in your order history.

I have custom items and non-custom items in the same order. Will my non-custom items ship sooner than the custom items?
All items within an order will ship together once the entire order is complete. If a custom product has a longer processing time, the entire order will adhere to the longest processing time of any item within the order.

Shipping Questions:
I received the incorrect product in my order. How can this be resolved?
Please contact [email protected] and include your order information along with a photo of the product you received as well as the barcode found on the product packaging.

Do you ship internationally?
Yes, we do ship internationally with the exception of the following countries:
Afghanistan, Belarus, Belize, Bolivia, Burundi, Cambodia, Central African Republic, China (PR), Comoros, Congo, Côte d'Ivoire, Crimea Region, Cuba, Cyprus, Democratic Republic of the Congo, Equatorial Guinea, El Salvador, Eritrea, Fiji, Gabon, Haiti, Honduras, Iran, Iraq, Kyrgyzstan, Laos, Lebanon, Liberia, Libya, Mauritania, Myanmar, Nicaragua, North Korea, Mali, Niger, Nigeria, Palestinian Territories, Papua New Guinea, Pakistan, Russia (including Crimea), Rwanda, Somalia, South Sudan, Sri Lanka, Sudan, Syria, Turkmenistan, Ukraine, Venezuela, Vietnam, Western Sahara, Yemen and Zimbabwe.

My order is marked as delivered, but it hasn’t arrived. What should I do?
The first step would be to check with your neighbors and the surrounding area to ensure the package was not mistakenly delivered to the incorrect address. If the package cannot be found, please contact [email protected], and we can further investigate.

Item(s) in my order arrived damaged. What should I do?
Please contact [email protected] and include your order information along with a photo of the product that represents the damage.