Shipping Protection Terms & Conditions

Titan Shipping Protection is optional and available only for orders shipped to addresses within the United States of America (USA).

It protects all physical items in your order against covered loss in transit, shipping damage, and theft after delivery, under the terms below.

Titan handles your request directly. For approved claims, we arrange replacement parts, replacement items, or a refund as described below without waiting for a carrier claim payment.

1. Price and Protected Items

The protection fee is shown before purchase. One fee applies to all physical items in your order, including items shipped in separate outbound packages.

Protection applies to the original shipment from Titan to you. It does not include ordinary return shipments.

2. What Is Covered

Titan Shipping Protection covers:

• Loss in transit: Your shipment is lost after the carrier accepts it and before delivery.

• Shipping damage: Your items are physically damaged during shipment, including damage that occurs when the shipping box appears intact.

• Theft after delivery: Your package is stolen from outside the home or business where the carrier delivered it.

Damage to the shipping box alone is not covered when the items inside are undamaged.

3. How We Resolve Approved Claims

For an approved claim, Titan will replace the affected item or provide replacement parts when those parts will restore the product to its intended condition.

Replacement items, replacement parts, and their shipping are provided at no additional cost.

If a suitable replacement is unavailable, Titan will refund the price paid for the affected item, including applicable sales tax. If the entire order is lost or unusable because of a covered event and we resolve the claim with a refund, we will also refund the original outbound shipping charge.

Only affected items qualify for replacement or refund. Approved shipping-protection claims do not carry a restocking fee.

The protection fee is not refunded once shipment begins, except as described in Section 8.

4. Lost or Late Packages

Contact Titan Support if your package has not arrived and either:

• Tracking has shown no movement for at least 7 calendar days after carrier acceptance; or

• The package is at least 10 calendar days past the carrier’s expected delivery date.

These timelines allow us to review a shipment as potentially lost. They do not automatically mean the package is lost. We may need to check with the carrier or complete an investigation before approving a replacement.

Report a missing shipment within 60 calendar days of its shipment date.

You may contact us sooner if tracking shows a problem. A delay alone is not a covered loss when the package is ultimately delivered without damage.

Multiple Packages and Extended Transit Times

Orders may ship in multiple packages, which may arrive separately and on different dates. Please review the tracking information for each package before reporting an item or shipment as missing.

Some shipments may require additional transit time, and tracking information may not update for several days while packages are in transit. This is particularly common for shipments to non-contiguous U.S. states and territories, including:

• Alaska (AK)

• Hawaii (HI)

• Puerto Rico (PR)

• Guam (GU)

• U.S. Virgin Islands (VI)

• American Samoa (AS)

• Northern Mariana Islands (MP)

A delay in tracking updates or a longer-than-usual transit time does not automatically mean a package is lost. The standard investigation timelines in this policy still apply, and Titan may need additional time to verify the shipment's status with the carrier.

5. Theft After Delivery

Report suspected theft within 15 calendar days of the carrier’s recorded delivery date.

Before contacting us, check the delivery location, household members, building staff, and nearby places where the carrier may have left the package.

We may request a signed statement explaining what happened, a police report, or other information reasonably needed to verify the theft.

6. Shipping Damage

Report shipping damage within 15 calendar days after delivery. Please contact us as soon as you discover it.

If you notice damage to the shipping box, take photographs before opening it when possible. Then photograph the item and the packaging inside.

Keep the item, shipping box, label, and all packaging materials in their original condition.

Do not discard, repair, alter, return, or release them to the carrier until Titan gives you written instructions. We may arrange an inspection or an authorized return.

Missing photographs do not automatically disqualify a claim, but failure to preserve the item or packaging may prevent us from verifying what happened.

7. What Is Not Covered

Titan Shipping Protection does not cover:

• Shipping delays, missed deadlines, or inconvenience without a covered loss.

• Lost income, lost profits, or other costs beyond the affected items and shipping charges expressly covered by these terms.

• Non-arrival caused by an incorrect or incomplete address supplied by the customer, unless Titan accepted an address correction before shipment and failed to apply it.

• Refused deliveries or shipments left unclaimed.

• Damage caused after delivery, including misuse, improper assembly, normal wear, or accidents.

• Manufacturing defects or failures unrelated to shipping. These may qualify under Titan’s product warranty.

• Ordinary returns because the customer no longer wants the item.

• False claims, fraudulent transactions, or deliberate damage.

• Loss caused by war, nuclear events, government seizure, or transportation prohibited by law.

Physical damage caused during shipping is not excluded simply because the box has no visible damage.

Titan is responsible for properly packing shipments and using the order information it accepts. Customers are not responsible for Titan’s packing or fulfillment errors.

8. Cancellations and Protection-Fee Refunds

If the entire order is canceled before any package ships, Titan will refund the protection fee.

For a partial cancellation before shipment, we will recalculate the protection fee and refund any difference.

Once any package in the order ships, the protection fee is nonrefundable, including when delivered items are later returned under Titan’s return policy, except where applicable law requires a refund.

If Titan cannot provide the purchased protection, we will notify you and refund the protection fee.

Ordinary return shipping is not included.

9. Information Needed for a Claim

Contact Titan Support with:

• Your order number and tracking information.

• A description of what happened.

• Photographs of damaged items and packaging, when applicable.

• Any other reasonably requested information needed to verify your claim.

For claims involving an entire lost bundle shipment, additional documentation may be required. This may include a signed statement confirming non-receipt, a declaration of loss, or other documents reasonably requested by Titan or the shipping carrier.

Please provide requested information promptly and cooperate with any required investigation. Failure to provide necessary documentation may delay or prevent claim approval.

Resolution may take additional time while the investigation is ongoing. Once the claim has been reviewed and approved, Titan will arrange an appropriate replacement or refund in accordance with this policy.

To avoid duplicate compensation, customers must notify Titan if they receive any reimbursement, carrier payment, payment reversal, or other compensation for the same loss.

Customers should contact Titan Support before initiating a separate claim or chargeback for the same loss so that we can work toward a resolution.

Claims must be verified and meet these terms before approval. Purchasing protection does not guarantee approval of every request. If we deny a request, we will explain why.

10. Packages That Arrive Later

If your original package arrives or is recovered after we approve a replacement or refund, notify Titan promptly.

We will explain the next steps and provide a prepaid return when needed.

You cannot keep both the original and replacement items unless Titan agrees. Tell us if you receive another refund, carrier payment, or payment reversal for the same loss so we can avoid paying twice for the same item.

11. Optional Purchase and Your Other Rights

Titan Shipping Protection is optional.

Declining protection does not waive your rights under applicable law or Titan’s other published policies. You may contact Titan Support about a shipping issue whether or not you purchased protection.

Shipping protection does not replace Titan’s product warranty or ordinary return policy.

12. Changes and Contact Information

The terms shown when you purchase protection apply to your order. Later changes will not reduce the protection purchased for an existing order.

For questions or shipping issues, contact Titan Support. Include your order number and tracking information.