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Shipping Information/policy

General Information

When you order products from Titan Foods you can be assured we will ship your merchandise with the utmost care and we strive to ship as soon as possible even in the busy periods (Christmas/Greek Orthodox Easter) and major US holidays. We use only the best shipping practices and certified quality packing material to ship products, and all procedures and material were designed and guided by experts in the shipping field. We review and check our processes regularly, even get audited in collaboration with our partners, to make sure that all our packages are delivered delightful and fresh to your door! 

Please check the information below to review our shipping policies. By ordering, you agree to our terms and conditions.

 

 

Placing Order:

When you place your order, a confirmation email will be sent to the email address you put. Please make sure you enter your email address correctly and check your spam folder in case you did not receive the email. 

Check everything when you get the confirmation email and let us know if something is wrong. Please make sure you enter the shipping address correctly, and if not, contact us immediately. Changes on the shipping address when the order is shipped, will result in carrier fees which you will be asked to pay. 

All items are shipped from our location in Astoria, New York. We strive to ship orders within 1-2 business days after they are placed, but in some instances (busy season, production, product availability, etc.), orders may require more business days to ship. Other delays may occur due to weather, supplier availability, or other circumstances beyond our control. In case of more than a 3-day delay, we will cancel/refund the item in question, and adjust shipping, we will never substitute a product without your permission. 

Perishables Policy (all refrigerated items), and policy for not available items:

We reserve the right to cancel items or orders according to our perishables/shipping/availability policy (https://titanfoods.com/cheese-and-feta-bar/) and when an item is out of stock. In this case you will be notified by email, or note in the order, and get a refund within 2-5 business days. In case of any questions please reply to the email, or call us Monday-Friday 10am to 4pm.

When the order is shipped:

We use 3 carriers (USPS, FedEx and UPS) interchangeably to ship our packages, and the use of any carrier depends on multiple factors: weight, delivery options, speed, delivery times and availability. If you prefer one instead of the other, please put a note in your order and we will do our best to accommodate your request, if possible. 

You will get a confirmation email with a tracking number when your order has shipped, please follow your order, when the order leaves our premises we do not track it, or have any knowledge of its whereabouts and delivery time.

There is no same day delivery from the Titan Online Store, all orders are packed and shipped using carriers. 

Depending on your location, the process & transit times for each shipping option are as follows:

Continental US - Shipping Options and Times

For standard shipping, orders placed Monday-Thursday, Eastern Standard Time (EST) will ship same or next day. Orders placed Friday- Sunday, will ship the following Monday or Tuesday, depending on the volume and size of orders. After leaving our premises, orders shipping via standard shipping will arrive within 1-9 business days, depending on your location, these transit times are not guaranteed.

For expedited shipping (2-Day, 3-Day, not overnight), orders placed by 12 noon, Eastern Standard Time (EST) will ship that day, after that time, they will ship the following business day, except if it is close to weekend, then they will ship Monday. Orders shipped via expedited shipping will arrive within 2-Day and 3-Day business days depending on your location. This service is guaranteed. 

For overnight shipping, orders placed by 12 noon EST (except Friday, Saturday and Sunday) will ship that day and will arrive next day. This service is guaranteed. Orders placed on Thursday (after 12 noon), Friday, Saturday and Sunday will ship the following Monday.

If you want your order fast, or you would like to know about more available shipping options, please contact us at 718-626-7771 or at customerservice@titanfoods.net and we will help you place your order, with the most cost-effective method possible.

Standard shipping (regardless of carrier) is not guaranteed, we are not responsible for any delays that may result in delivery delays, or spoiled perishables; please choose your shipping method wisely, according to your needs and to upcoming holidays. You can always call us at 718-626-7771, or email us at customerservice@titanfoods.net for more information. 

Alaska, Hawaii, Puerto Rico & US Virgin Islands - Shipping Options and Times

Service is available to Alaska, Hawaii, Puerto Rico and the US Virgin Islands. All sales are final on shipments made outside the continental US. Transit time depends on location, please track your order when it ships. The following are approximate transit times only:

Standard shipping: 6-12 business days
Expedited shipping: 3-5 business days
Overnight shipping: 1-2 business days

All perishables must be shipped via overnight shipping.

For more shipping options and additional information please call us at 718-626-7771, or email us at customerservice@titanfoods.net. 

International Shipments

We ship our products everywhere throughout the world, subject to customs and other local regulations. A comprehensive list of restricted and prohibited goods by country is available at pe.usps.com/text/imm/ab_toc.htm. Customers are responsible for duties and other taxes levied by their local regulations. Titan Foods is not responsible for lost, stolen, seized or damaged packages. All sales are final on shipments made outside the continental US. Perishable items, when allowed by local customs regulations, must be shipped via overnight shipping. Please contact us at 718-626-7771 or customerservice@titanfoods.net so that we may help you place your order. In the event that an item is restricted or prohibited by local law, the item will be left out of your order and the value of that item will be refunded.

US P.O. Boxes - General Information 

If your address is a P.O Box and your order is small (1-4 items light weight, without perishables), we can ship to a PO Box. If your order has perishables and large items, we need an actual address, as carriers do not deliver to PO Boxes. To avoid confusion, please put both addresses in the two different available fields, and our shipping software will chose the best shipping option for your order.  

Online/Shipping Store Schedule & Holidays

Titan Foods Online Store Customer Service Schedule: Monday to Friday 9am to 5pm (except holidays)

Please note that all orders are processed Monday to Thursday 9am to 4pm and some orders (depending on type and destination of order) Friday 9am to 4pm. Please do not call/address the physical stores (Astoria & Deer Park) for shipping issues, as they will just ask you to contact the Shipping Department directly. 

Orders are not shipped on the following holidays:

New Year's Eve 
New Year's Day
Presidents' Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day

Additional Shipping Holidays for those with Military Mail addresses:

Martin Luther King, Jr. Day
Columbus Day
Veterans' Day

Promotional Codes

Please follow us on social media (Facebook & Instagram) to be on top of promotions, offers, new products and news, and/or sign-up/create an account to receive our newsletter. Promotions may be announced through one channel only, and not by all means. 

Gift Orders 

There is no need to note an order sent as gift, our software automatically prints out a packing slip (no prices) if the names in billing and shipping information are different. Write any wishes in the note section; notes get printed on the packing slip as is.

Currently we cannot make-to-ship, or ship ready-made gift baskets. 

Large Quantities - Items not available online

For Wholesale please contact www.optimafoods.com, as Titan Foods Online Store only accommodates retail orders. If you wish to order a larger quantity (more items, or cases) more than what is available online, or items not available online, please call us. We will help you and even place the order for you, but in this case we need your credit card information and it is best if you have already signed up/created an account. At the moment we are not able to ship wholesale quantities (individual packaged items more that 50lbs and multiple cases), frozen items or alcoholic beverages.   

Quality issues/damaged/returns/errors/expiration dates

Titan Foods takes great pride in selecting the finest products available from great brands in Greece, imports them according to local regulations, and stores them according to instructions from the manufacturers in order to maintain their high quality. If for some reason, you are not satisfied with your purchase, you may call us or email us anytime. We are not responsible for the taste/appearance/texture/etc of products and goods from Greece, but we accept your comments and will hear your complaints, and if necessary, transfer them to the appropriate person of the Company that manufactures the product.

Nevertheless, if it is a quality issue (for example tampered package) we will issue a full refund, please email us with a short description and pictures if possible. We reserve the right to deny any claims for return/refund/replacement if we feel that there is no actual base for a claim, and we will provide written explanation on our decision.  

We will never ship a product with damaged/bent/opened packaging, but some products are sensitive to shipping, for example toasts can break regardless of protective packaging. If your products were unusually damaged or broke by shipping, please email us at customerservice@titanfoods.net with photos, no more that 2 days after you received the package. We will reply as soon as possible, we will investigate with the carrier, and compensate you for the damage with the best possible and fastest way. 

We do not accept returns of damaged, opened, half-consumed, or perishable items. In addition, we do not accept returns on orders shipped outside the continental US. Furthermore, we do not accept returned items that were purchased in our store, nor will our store accept returned items purchased from our website. If you would like to make a return, please call us or email us, so we may make arrangements for the item(s) to be returned to us.

Titan Foods is not responsible for lost, misplaced or stolen packages after delivery; please track your order and follow-up with the relevant carrier. We cannot replace/refund lost, misplaced or stolen packages, unless it is the carrier's fault and have a written proof.  

Shipping charges are not refundable, unless there is a carrier's fault.  

If an error was made during the order fulfillment process, please email us at customerservice@titanfoods.net and we will guide you through the process of return/refund. We reserve the right to refund/accept returns according to what is best and fair.  We cannot send a replacement or refund for the purchase until we have the product back in our inventory. If the product does not arrive in good condition to return to stock, then we will not be able to send a replacement or refund for the purchase.

For expiration and storage information please check the product packaging, or the product's page. Expiration Dates on products are either in European format (DD/MM/YYYY) or American (MM/DD/YYYY), and sometimes in both, this depends on the manufacturer/importer. In case of doubt please check the packaging for the English translation, check other packages of the same brand (if any available), or contact us. 

 

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