Refund policy

Titan Tools Direct Return and Refund Policy

At Titan Tools Direct, we are committed to providing our customers with the highest quality tools and equipment. If for any reason you are not completely satisfied with your purchase, you may return the item for an exchange or refund. Please review our policy below.

Returns

  • Eligibility: Items must be returned within 30 days of the purchase date. Returned items must be in new and unused condition, with all original tags and labels attached. Items that show signs of use, or where the original packaging, security film, or tags have been removed, are not eligible for return.
  • Non-Returnable Items: Custom orders, special orders, final sale items and international orders outside the continental US are not eligible for return or exchange.
  • Sale Items: Items purchased on sale are final sale and cannot be returned or exchanged.

Return Process

  1. Initiating a Return: To start a return, please contact our customer service team with your order number at support@TitantoolsDirect.com or by phone at 540-600-4204 Our team will provide you with a Return Merchandise Authorization form & a (RMA) number and detailed return instructions.
  2. Shipping: Place the item securely in its original packaging, include the return form, and mail it to the address provided by our customer service team. You are responsible for return shipping costs. We strongly recommend using a trackable shipping method.
  3. Return Address:
    • Titan Tools Direct
    • Attn: Returns Department, RMA #
    • 3310 Mayflower Dr, Lynchburg, VA 24501

Refunds

  • Processing Time: After receiving and inspecting your return, we will process your exchange or store credit. Please allow 5 business days from the receipt of your item for return processing. Refunds may take up to 5 business days to appear on your credit card statement, depending on your credit card company.
  • Restocking Fee: Refunds are subject to a 20% restocking fee, which covers labor and handling costs, and other operational related expenses.
  • Notification: You will be notified via email once your return has been processed. If you do not see an email, please check your spam or contact our support team at customerservice@titantoolsdirect.com for more information about your return and refund. 

Exceptions

  • Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately with photos of the damage product along with photos of the shipping box. We will work with you to arrange a return, exchange, or refund as needed. Please note that a replacement will only be shipped once we get confirmation of photos and a return for the damaged items. 

  • If a customer returns an order claiming it is damaged or defective, but our inspection determines otherwise, the refund or credit will be subject to a 20% restocking fee. Our team will provide a detailed explanation of why the item was not classified as "damaged or defective."

Questions

For any questions or concerns about our return and refund policy, please contact us at support@Titantoolsdirect.com with your order number in the subject line.