Refund policy
REFUND AND RETURN POLICY
This policy applies to purchases made from titanletters.com, operated by Competence Collective LLC, doing business as Titanletters ("Titanletters", "we", "us", "our"). We want you to be happy with your purchase. If something isn't right, here's how returns and refunds work.
1. RETURN WINDOW
You have 30 days from the date your order is delivered to request a return. After 30 days, we are unable to offer a refund or exchange.
2. CONDITION OF RETURNED ITEMS
To be eligible for a return, an item must be:
- Unused, unworn, and undamaged
- In its original condition, with all tags attached
- In its original packaging, where applicable
- Accompanied by a receipt or proof of purchase
Items returned in used, worn, altered, or damaged condition may be refused or refunded only in part.
3. ITEMS THAT CANNOT BE RETURNED
The following are final sale and cannot be returned or refunded, except where the item is defective or was sent in error:
- Gift cards
- Items marked "final sale" or "clearance"
- Personalized or custom-made items
- Items damaged through normal wear, misuse, or improper care
4. HOW TO START A RETURN
Email us at agency@competencecollective.com with your order number and the item(s) you wish to return, and tell us briefly why. We will reply with return instructions and the return address.
Please do not send items back before contacting us — returns sent without prior approval may not be accepted.
5. RETURN SHIPPING COSTS
- If the return is due to our error (wrong item, defective product, or damage in transit), we cover return shipping.
- For all other returns, including change of mind, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
We recommend using a trackable shipping method. We are not responsible for returns lost in transit without tracking.
6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order on delivery. If an item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at agency@competencecollective.com with your order number and photos of the item and packaging. We will arrange a replacement or a full refund, including shipping costs, at no charge to you.
7. REFUNDS
Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, your refund will be issued to the original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the funds to appear on your statement.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at agency@competencecollective.com.
8. EXCHANGES
The fastest way to exchange an item is to return the original item for a refund and place a new order for the item you want. If you would prefer a direct exchange, contact us and we will help where stock allows.
9. ORDER CANCELLATIONS
You may request to cancel an order before it has shipped by emailing us as soon as possible at agency@competencecollective.com. Once an order has shipped, it can no longer be cancelled, but it may be returned under the terms above.
10. LATE OR MISSING DELIVERIES
If your order has not arrived within the estimated delivery window, contact us and we will investigate with the carrier. Delivery estimates are not guarantees, and delays caused by carriers or customs are outside our control.
11. CONTACT US
Questions about returns or refunds:
Competence Collective LLC (Titanletters)
1216 Briarhaven Dr, Bedford, TX 76021, United States
Email: agency@competencecollective.com
Phone: +1 (682) 553-0088