TL/DR: Our official policy is below, but please just call or e-mail us before returning and we'll make sure you are satisfied. We know the farewell process can be stressful and we aspire to reduce it where we can.
Our policy lasts 30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it.
For exchanges and returns or cancellations, you will be responsible for paying for your own shipping costs for returning your item, in addition to a 30% restocking fee.
In the event you refuse to accept delivery of your order (for reasons other than damage) and the product is returned to us, this will be considered an order cancellation the and applicable restocking and shipping charges will apply.
In the rare case your item is damaged during shipping, please refuse delivery due to damage and contact us immediately. We will issue a full refund or send an immediate replacement.
To return your product, contact us and we will work with you to coordinate the return shipment. If you receive a refund, the cost of return shipping will be deducted from your refund.
Unless otherwise specified by Titan Casket or agreed upon by both parties, caskets ship within 1-2 business days of order and are delivered within 2-7 days.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. A 30% restocking fee will be deducted from your refund.
If you've placed an unusual custom build for a truly unique order (e.g., beyond just a custom exterior color) and we have built to your specifications and delivered on time, we typically cannot offer a refund or exchange. However, if you're unhappy for any reason, please call us, our clients are family so we would work to find a solution that works for you.