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ORDER, SHIPMENT AND RETURN POLICY

Last Updated: November 5, 2019

Please contact us at sales@titanrig.com if you need assistance with your order.

Please see our Privacy Policy and Terms of Service for additional terms which govern your shipment.

Payment Methods and Fraud Prevention

We accept payment via all major credit cards and PayPal or any other payment method that we may provide to you in writing from time to time. All orders must be placed through the TITANRIG.COM shopping cart. We do not take orders over the phone or in person.

Due to rampant online credit card fraud, we use an address verification service ("AVS") to match the billing address of the card holder with the billing address on the order. If your bank or credit card issuer does not support AVS, we will be unable to process your order. We also require the shipping address to match the billing address. If you have an established account with us (2 or more orders with the account being at least 6 months old) we will allow a different shipping address to be used. Please contact us so that we can authorize it.

We use an Extended Validation ("EV") SSL certificate with 256-bit encryption to protect our customers sensitive information such as credit card information, names and addresses. This can be seen at the left side of the web address bar represented by a lock symbol.

We reserve the right to refuse or cancel your order for any reason. An email notification will be sent to the email address associated with the order informing you of the cancellation. If you feel this is in error, please contact us immediately so we can examine the issue.

Domestic Orders

We charge sales tax for any and all states that require us to do so.

Signature for delivery may be automatically required for orders of $100 or more (only if the carrier provides it for your location and it is not guaranteed on all shipments over $100). Please be advised that the order recipient is not required to sign for the delivery. The signee can be anyone over the age of 17.

We do ship to APOs via USPS.

Orders are generally processed within 1-2 business days. 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.

In unforeseen circumstances when the selected shipping service is not available, we reserve the right to use an alternative shipping service of our choosing to ship the order.

Domestic Insurance Claims

Shipping insurance is included for all shipments. However, please be advised that USPS and FedEx deal with claims differently. USPS may require the customer to bring the damaged item to a post office location for inspection whereas FedEx may not require this. All damage claims will require photos showing the damaged item. We can assist with a shipping claim when needed, but it is the customer's responsibility to file the claim with the carrier and follow up with them as needed.

To file a claim or for general claim information with USPS click here: https://www.usps.com/help/claims.htm#filing

To file a claim or for general claim information with FedEx click here: https://www.fedex.com/en-us/customer-support/claims.html

International Orders

Our shipping fees are for shipping only. International customers are responsible for all import taxes, duties, FedEx brokerage fees or any other fees associated with imports. We will provide a commercial invoice and packing slips are provided with all shipments. If you need an order invoice showing the value of your order, please print one from your account order history.

Signature for delivery may be automatically added for orders of $100 or more (if the carrier provides it for your location and it may not be guaranteed on all shipments over $100). Please be advised that the order recipient is not required to sign for the delivery. The signee can be anyone over the age of 17.

Will not ship to countries and/or regions currently under US sanctions.

Unfortunately, we are currently unable to process orders from 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.

Orders are generally processed within 1-2 business days. 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.

In unforeseen circumstances when the selected shipping service is not available, we reserve the right to use an alternative shipping service of our choosing to ship the order.

For Customers in Mexico

Fluids, thermal paste, thermal pads, cleaners, compounds or any other chemical based products shipping to Mexico require you to assign your own broker to clear customs. If a broker is not assigned the package will be abandoned.

International Insurance Claims

Shipping insurance is included for all shipments. However, please be advised that USPS (as well as your local post office) and FedEx deal with claims differently. USPS may require the customer to bring the damaged item to a post office location for inspection whereas FedEx may not require this. All damage claims will require photos showing the damaged item. The Company can assist with a shipping claim when needed, but it is the customers responsibility to file the claim with the carrier and follow up with them as needed.

To file a claim or for general claim information with USPS click here: https://www.usps.com/help/claims.htm#filing

To file a claim or for general claim information with FedEx click here: https://www.fedex.com/en-us/customer-support/claims.html

International Shipping Options

Click the links below for the most updated information on the shipping methods we offer for international shipments:

Shortages and Wrong Items

The Company prides itself on customer satisfaction and each order is verified by our staff for accuracy. In the event you believe there is a mistake with an order, you must contact us within 7 calendar days starting from delivery date. Please be sure to carefully inspect all pieces of packaging for any possible missing parts.

For an incorrect item received, we will require a photo showing the received item is indeed incorrect. From there, we will provide a prepaid return shipping label for the item to be sent back to our location. The replacement item will be on standby and will not be shipped until the return shipment has been scanned in by the carrier. If the incorrect item sent back to our location is not the same item shown in the photo you provided, your account will be flagged, and you may no longer be allowed to order from the Company.

In the event an item has been oversold or we are otherwise unable to fulfill the order for such an item, we will ship all other items in the order and give the customer the option to backorder the oversold or unfulfilled item or request a refund.

Defective Items

The Company warranties all products against manufacturer defects for 30 days from the day the item was received and for no more than 60 days from the day the item was shipped. If you believe you have a defective item, please contact us with your order number and all information about the defective item. Our customer support will then contact you with further instructions about your claim. For defective items outside of our 30/60-day policy you may either reach out to the manufacturer directly or we may also be able to help. Please understand that these situations will be dealt with on a case by case basis.

Returns and Store Credits

If you would like to return an item, you must request a return merchandise authorization (an "RMA") within 30 calendar days of delivery to be eligible for a refund or credit. There will be no exceptions to this even if the item is unopened. Please note that custom made to order items, and items marked as final sale, are not eligible for return or credit unless proven to be defective or not as described.

For all return shipments we highly recommend shipping insurance. We will not be held liable for a return shipment which has been lost or damaged in transit – refunds and credits will not be issued. It is your responsibility to use a reputable carrier with tracking information and proof of delivery. To request a return please log into your account, and in your order history, click on the RMA request button for the corresponding order the item was in and follow the steps. Our customer support will then contact you with further instructions about your claim. After an RMA request is approved, the item must have been delivered to our location within 30 days. If not, the RMA will be revoked, and no further action can be taken. Please see the various return guidelines below.

If your return shipment contains an item which is not eligible for return, we will contact you to arrange to ship the returned item back to you. You are responsible for any shipping fees, import taxes, duties, FedEx brokerage fees or any other fees associated with this returned item re-shipment. If you do not agree to pay such fees or do not arrange for such re-shipment in another fashion, your item will be deemed abandoned. We reserve the right to dispose of abandoned items in any manner which we see fit.

Product Information

Although we strive to maintain the accuracy of any Product Information displayed on the Service(s), we are not able to guarantee that all Product Information is completely accurate. If you become aware of any inaccurate Product Information, please contact us.

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