90 DAY Return Policy
We happily accept returns of UNUSED AND UNDAMAGED products, EXCLUDING tools. You can return a product for any reason and get a full refund if your goods are returned within 90 days from the date of purchase. You will be refunded for the price of the product only. We do not pay for any return shipping fees, nor do we refund the original shipping fees.
We do not accept any returns from UPS unless it is prepaid by you. We also do not pay for any brokerage or duty fees if you send to our Canadian office. Brokerage fees are avoided if you ship by United States Post to either our New York location or our Ottawa, Ontario office. If you are a Canadian customer you must send your return to our Ottawa Office.
The products must be received within ninety days of the PURCHASE date. We do not accept product return requests after ninety days. We issue your refund as soon as we receive the product back. Please note that your financial institution could take up to seven business days to reflect this transaction.
To return a product that you purchased from us, please follow this procedure:
1. You MUST call our toll free number and obtain a Return Merchandise Authorization (RMA) number for your return.
2. You MUST include a copy of the original invoice with the quantity of returned items taped to the outside of the box.
3. You MUST write your RMA number on the original invoice included with the package. This should also be on the outside of the box.
4. All return shipments MUST BE consigned as follows:
c/o Titan Building Products
808 Commerce Park Drive,
Ogdensburg, NY 13669
Telephone: (315) 394-0051
5. In case of multi-carton shipments, the should be clearly marked "1 of 3", "2 of 3", and so on.
6. If these steps are not followed, you will be subject to a 25% restocking fee.
*If you are a Canadian customer, please ship to our Canadian office:
5390 Canotek Rd. Unit 14
Ottawa, ON K1J 1H8
Please include a copy of your invoice with the item being returned and mark “Returned Goods” in a prominent location on the package. Please Note: We do not accept any products which were purchased at one of our dealer stores. You must return your goods back to the store you bought it from.
Damaged or Defective Items
Contact us immediately if your order arrives damaged, or if an item does not meet your expectations. A photograph is required to prove your claim. We will, at our own expense, send out a replacement.
We do not offer exchanges for returned products.
Contact us immediately if you want to cancel an order. Our office hours are Monday to Friday from 9:00 AM and 5:00 PM Eastern Time. Please have your sales receipt number on hand when you call. This will speed up the cancellation process.
Although we will do our best to cancel your order at once, our ability to do so depends on when the order was placed and when you contact us to cancel it. We, therefore, cannot guarantee that we will be able to cancel your order before it ships. If an order arrives by 3pm EST, it is normally shipped at 5pm that day.
If you request a cancellation AFTER we have shipped it and you refuse delivery when your order arrives it will be returned to us eventually by UPS. We will still refund your purchase but not the original or return shipping fees under such circumstances.