Most orders run without a hitch. When something does go wrong, what matters is that you know who to speak to, what happens next and how long it will take. This page sets out our claims process end to end: the evidence we need, the timeframes we work to, the outcomes available and how to escalate if you are not satisfied with the answer.
How long each stage takes
These are the targets our team works to. If anything is going to take longer, for example when a haulier investigation is involved, we tell you rather than leaving you waiting.
| Stage | Target timeframe | What you receive |
|---|---|---|
| Report the issue | Within 48 hours of delivery | Written acknowledgement and a claim reference |
| Claim review | 1 to 3 business days | Confirmation of what we need, if anything further |
| Investigation | Varies where a carrier is involved | Progress updates until it closes |
| Resolution proposal | Immediately after investigation | A written proposal and the reasoning behind it |
| Escalation review | 3 to 5 business days | A final decision from the management team |
Ten steps from first report to final decision
Report the issue
Contact us within 48 hours of delivery, or of the expected delivery date, by phone, email or the contact form on this website.
Provide the details
Send your order number, a clear description of the problem, photographs or video showing it, and the delivery date and location.
Claim review
Our team reviews your submission and confirms whether anything further is needed. Most claims are reviewed within one to three business days.
Investigation
We check order records, pre-dispatch inspection reports and delivery documentation, and work with the carrier where a third party is involved.
Resolution proposal
Once the facts are established we put a proposal to you in writing, along with a plain explanation of how we reached it.
Your response
Review the proposal and tell us whether you accept it or have concerns. Nothing is actioned without your agreement.
Implementation
On acceptance we carry out the agreed outcome promptly, whether that is a repair, a replacement, a credit or a refund.
Escalation
If the outcome does not satisfy you, ask for the claim to be escalated to our management team for an independent second look.
Final decision
After escalation a final decision is issued in writing. It is binding, and based on all the evidence available at that point.
Policy compliance
Every claim is assessed against our Terms and Conditions, the Return and Refunds Policy and any applicable carrier terms.
What to Send Us
The quality of the evidence is what decides how fast a claim moves. Photographs taken on delivery day, before the truck leaves, are worth more than anything gathered later.
- Your order or invoice number
- Wide shots showing the whole container, plus close-ups of the problem area
- The container number stencilled on the door or side
- Photographs of the delivery paperwork, including any notes you made
- The delivery date, time and exact site address
- A short written description of what you found and when
Outcomes Available
There is no single fix for every claim. Once we understand what happened, one of the following is proposed, and we explain why it is the right answer for your situation.
- Replacement where the unit is not fit for the purpose it was sold for
- Repair where a targeted fix restores the container properly
- Partial refund or credit where the issue is cosmetic or limited in scope
- Another reasonable solution agreed directly with you
Approved refunds are returned to the original method of payment.
How to Reach the Claims Team
Use whichever route suits you. All three reach the same team and all three create a written record.
- Email info@titanvaultcontainers.com with your order number in the subject line
- Call (833) 848-2690, Monday to Friday, 8:00am to 5:00pm EST
- Submit the contact form on this website
Email is usually fastest for anything involving photographs.
What May Not Be Eligible
We are straight with customers about the limits of a claim, so nobody wastes time preparing one that cannot succeed.
- Issues reported more than 48 hours after delivery
- Damage that was not documented at the point of delivery
- Wear and grading characteristics disclosed in the original listing
- Damage caused by misuse, overloading or improper siting
- Unauthorised modifications, cutting or welding carried out after delivery
- Events outside anyone control, such as storms, flooding or vandalism
Before you accept the delivery
The single most valuable thing you can do is inspect the container while the driver is still on site and write any concern directly onto the delivery paperwork. A signed note takes seconds and turns a difficult claim into a straightforward one. If the unit is clearly not what was described, you are entitled to refuse it there and then.
Something not right? Start the conversation today
Tell us what you are looking at and we will tell you honestly where you stand. No call centre scripts, no runaround.