Summary
Titan Security maintains a set of clear, consistent policies and operating procedures to help dealers, installers, and customers enjoy a smooth, reliable experience.
This section provides an overview of the standards that govern ordering, shipping, returns, warranties, and dealer responsibilities.
Applies To
All authorized Titan Dealers and their employees, subcontractors, and affiliates involved in the sale, installation, or servicing of Titan Security products.
Purpose of This Guide
The purpose of this section is to ensure that all Titan dealers operate under the same professional and ethical guidelines.
By understanding these policies, you’ll reduce errors, improve communication, and protect both your business and Titan’s brand reputation.
1️⃣ Dealer Standards of Conduct
All Titan Dealers are expected to:
-
Represent Titan products accurately and honestly.
-
Maintain product knowledge and certification through the Titan Dealer Academy.
-
Follow Titan’s marketing and brand guidelines in all promotions.
-
Adhere to installation standards and local building codes.
-
Provide timely, professional customer service to end users.
⚖️ Dealers who consistently fail to meet these standards may be subject to review or revocation of dealer status.
2️⃣ Order & Quoting Policy
-
All quotes must be submitted through the Titan CPQ Tool for accuracy and tracking.
-
Orders are reviewed and confirmed by Titan before processing.
-
Modifications or cancellations must be requested within 24 hours of order submission.
-
Titan reserves the right to adjust pricing based on material cost fluctuations or specification changes.
💡 Always double-check dimensions, color, and hardware options before finalizing a quote.
3️⃣ Shipping & Delivery
-
Standard lead times vary by product series and configuration.
-
Dealers will be notified of expected ship dates once orders are confirmed.
-
Titan is not responsible for delays due to weather, carrier issues, or force majeure events.
-
All deliveries must be inspected immediately upon arrival — note any damage on the carrier’s receipt.
📦 Refuse or photograph damaged goods before signing delivery paperwork.
4️⃣ Returns & Exchanges
-
Returns require prior authorization from Titan Customer Service.
-
Custom or made-to-order products are non-returnable except in cases of manufacturing defects.
-
Return shipping costs are the dealer’s responsibility unless otherwise approved.
-
Returned items must be in new, unused condition with original packaging.
🧾 Include your RMA number with all returned items to ensure proper processing.
5️⃣ Warranty & Claims
Titan Security products are covered under a limited manufacturer warranty, which protects against defects in materials and workmanship under normal use.
To submit a claim:
-
Log in to the Dealer Portal → Support Center
-
Complete the Warranty Claim Form
-
Attach photos and proof of purchase
-
Submit for review
Titan will evaluate all claims within 5–10 business days and issue repair, replacement, or credit as appropriate.
6️⃣ Communication & Support Procedures
-
All dealer communication should be routed through the Support Center for tracking and accountability.
-
Technical support requests must include model, serial number, and a detailed issue description.
-
Marketing requests (logos, photography, co-op usage) go through the Marketing Resource Library or Marketing Support Form.
7️⃣ Policy Updates
Titan reviews its policies periodically to reflect product changes, industry standards, and best practices.
Dealers will be notified of major updates through the Dealer News section and email announcements.