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ORDER, SHIPMENT AND RETURN POLICY
Last Updated: March 19, 2024
Please contact us at [email protected] if you need assistance with your order.
Please see our Privacy Policy and Terms of Service for additional terms which govern your order and shipment, including the definitions “New,” “Used,” “Open Box,” “Refurbished (Good)” and “Refurbished (Very Good).”
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.
We use industry-standard encryption to protect our customers sensitive information such as credit card information, names and addresses.
We use industry-standard methods for fraud detection. We reserve the right to refuse or cancel your order if it is flagged by our fraud-detection systems.
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 placed before 12 PM Pacific Time are generally processed on the day placed, but some orders may require up to two (2) business days for processing. 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 Shipping Options
Click the links below for the most updated information on the shipping methods we offer for domestic shipments:
Unfortunately, Saturday delivery is not available for either Overnight or 2-Day delivery services.
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 placed before 12 PM Pacific Time are generally processed on the day placed, but some orders may require up to two (2) business days for processing. 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 Shipping Options
Click the links below for the most updated information on the shipping methods we offer for international shipments:
Domestic and International Shipping Insurance
We have partnered with InsureShield® by UPS Capital for shipping insurance for items that we ship. We attempt to cover all shipments with this insurance, but coverage might not be provided in the following circumstances: (a) when shipped goods are stopped in transit for a period exceeding fifteen (15) days, (b) if more than sixty (60) days have passed without full payment by you, including payment on an fees, taxes or duties due on arrival, (c) if you fail to give us prompt notice of any event for which insurance coverage may be claimed, (d) if there is an indication of fraud or negligence on your part, (e) if have you failed to take any reasonable actions in order minimize or mitigate the size of your claim and/or (f) if you transported your shipment using a third-party carrier not designated by us for your particular shipment.
We do not provide shipping insurance for items that you ship, including items that you ship to us for return.
In the event that you wish to file a claim under our shipping insurance, you must notify us within seven (7) calendar days after your estimated delivery date.
Shortages and Wrong Items
The Company prides itself on customer satisfaction and each order is verified by our staff for accuracy. Please be sure to carefully inspect all pieces of packaging for any possible missing parts.
In the event you believe there is a mistake with an order, you must contact us within 7 calendar days after your item is delivered to the shipping address specified by you.
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.
Warranties
Although we offer return policies on items we sell, we do not warranty any such Products. All Products are offered for sale “AS IS.” Your item may be eligible for a warranty from the manufacturer. Please contact the manufacturer to see if your item comes with such a warranty. Please see our Terms of Service for further details.
Returns
Subject to the terms of this policy and our Terms of Service, the Company allows returns for eligible products up to ninety (90) days from your Delivery/Receipt date. Within this 90-day period, you may opt for either a refund or a store credit.
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We are under no obligation to give refunds for items returned after this 90-day period.
Return Procedure
If your item is eligible for return, you must request a return merchandise authorization (an “RMA”) within the above-stated return periods. There will be no exceptions to this even if the item is unopened. Your RMA must be filled out completely, and your item may be denied return eligibility if your RMA is not filled out completely.
For Registered Users: If you believe your item is eligible for return, and you placed your order under your registered user account, please create the RMA request from your order history on our website.
For Unregistered Users: If you believe your item is eligible for return, but you did not place the order under a registered account, please use this form to initiate your return: https://www.titanrig.com/rma/guest/login/.
Once you have created your RMA, our customer support will then contact you with further instructions about your claim. For items not eligible for return 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.
Under some limited circumstances and only if your item is still covered by the manufacturer’s warranty, we may choose to send you a replacement item of similar condition, instead of a refund or a store credit. The determination of whether or not a returned defective item is eligible for a refund, credit or a replacement item shall be at our sole discretion.
For all return shipments, we highly recommend that you purchase 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.
We reserve the right to deny a refund for any reason, in accordance with applicable law, including for the following: (a) items with missing or damaged accessories, documentation, hardware (including mounting hardware), parts or packaging; (b) items which we did not sell or deliver to you; (c) items which have been used incorrectly or in violation of the manufacturer’s recommendations; (d) items which have been abused and/or (e) items which have been damaged or lost during return shipping.
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.
Damage Claims
In the event you seek a refund or return based on damage, you must provide photos to us of such damage upon our request. Should you fail to do so, we may deny a refund or store credit to you for your allegedly damaged items.
Restocking Fees
We charge a fifty percent (50%) restocking fee on all returns which have been opened which cannot be sold as new, including items with broken factory seals and/or damaged product packaging.
We do not charge restocking fees on new unopened items.
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.
Forwarding Agents and Freight Forwarders
We do not allow forwarding agents or freight forwarders to place orders with us. If we determine that you are a forwarding agent or freight forwarder, we reserve the right to cancel your order. Please see our Terms of Service for more details.
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