Help Centre
Orders
How do I track my order?
When your order is fulfilled, you will receive a parcel tracking email from no-reply@tipartstitanium.com. If you haven't received it, do check your Spam and whitelist our address!
My parcel says delivered but it is not
If your tracking says it has been delivered but seems to be missing, please look around the property of the delivery address, ensuring it has not been placed out of sight. Also, check with your neighbours or the surrounding businesses in case your order has been left with or picked up by them.
If your order is still not found, the carrier that delivered the parcel is the next best contact. If your order is still missing after contacting the carrier, then email us at tipartssg@gmail.com and quote the Case or Reference ID provided to you by the carrier after contacting them.
Please note we cannot be held responsible for lost or stolen parcels, cannot refund lost parcels and may not be able to resend your order.
What if my order is missing item(s)?
First, check the details of your confirmation email to determine whether your order has been partially shipped.
If your order has been partially shipped, you will receive an additional email confirmation with tracking details once the subsequent shipments have been shipped.
If your order has been shipped in full and you believe there are missing item(s), please email us at tipartssg@gmail.com stating your order number along with photo evidence within 7 days of receiving your order.
What if I have received incorrect product(s) in my order?
If your order contains items different from what you ordered, please email tipartssg@gmail.com within 7 business days of delivery. You will need to provide clear photos of everything you received.
What if my order is damaged?
In the rare occasion you receive a damaged/ faulty product, please provide photo and/or video evidence to tipartssg@gmail.com quoting your order number, details of the damage and proof of purchase.
If the product is found to be damaged or faulty, we will handle the case according to our warranty policy.
For full details, please refer to our warranty policy.
What if I entered a wrong address?
Email us immediately after placing your order. We can only change delivery addresses for orders that have not already been dispatched.
Please note that once your order has been dispatched, we cannot change your delivery address. It is best to contact the carrier directly to discuss your options.
Additional charges may be incurred if your order has been dispatched and an address change is required.
If your address is incomplete, we may preemptively reach out to you through email to verify your address, but we cannot be held responsible for correcting incomplete addresses.
Can I edit or cancel an order?
To maintain fast delivery, we dispatch very quickly, which means we cannot guarantee orders can be edited or cancelled once placed. If you'd like to edit or cancel an order, please Email Us immediately after placing your order.
If your order has not been shipped, Email Us immediately after placing your order.
If your order has been shipped, you can return your order by following the Return Process in the Returns section below.
Shipping
When will my order be shipped?
We fulfil orders as quickly as possible – usually within 1-3 business days, and depending on stock availability.
Depending on the situation, we might fulfil your order partially if there are some out-of-stock items in your order. We will send the balance items on a separate shipment.
What shipping options are there?
We use multiple carriers for fulfilment. This depends on the products purchased and your delivery location. Carrier and tracking information for your order can be viewed in your dispatch confirmation email.
We currently use:
1. Couriers such as FedEx/DHL (Recommended) - Efficient and reliable, well worth the cost if you are willing to pay for the service.
2. SF Express - Courier service for Singapore only.
3. Public Postal Services - We dispatch through Singapore Post. Parcels will be handled by the various national mailing systems to your delivery location. Slower, and a higher risk of parcel loss.
Do I have to pay import duties?
You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country or the local delivery service for importing consumer goods.
As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duty charges, and procedures in your country prior to placing your order.
My order shipping status has not been updated
For public postal services in certain destination countries, the parcel location may not be tracked. Please wait for at least 7 days to receive your parcel.
If there is no update on the shipping status for at least 7 days, please Email Us quoting your order number and we will launch an investigation with the shipping company.
My item has been returned to sender (Ti-Parts)
Incorrect Address Supplied or Refused Delivery
If an incorrect or incomplete address was supplied at checkout, the following options are available:
- A refund less postage costs and handling fee or
- Reshipment (additional postage charges are covered by the customer)
We always recommend checking your confirmation emails and address supplied at checkout, and to Email Us immediately should a change be required.
Unclaimed
We provide tracking and confirmation emails for all orders to ensure you are kept up to date regarding the delivery of your order.
Orders returned to Ti-Parts which are deemed as ‘Unclaimed’ by the carrier will be offered:
- A refund less postage costs and handling fee or
- Reshipment (additional postage charges are covered by the customer)
Military Addresses and PO Boxes
We are unable to deliver to military addresses or PO boxes. Please find alternative addresses for us to deliver to, such as neighbours, friends, or businesses around the area.
If your order was due to a failed delivery to a military address or a PO box, the following options are available:
- A refund less postage costs and handling fee or
- Reshipment (additional postage charges are covered by the customer)
What if my parcel is lost in transit?
FedEx/DHL Couriers
If your parcel cannot be tracked via the shipping company’s website, or has been stuck at one location for more than 5 days, please Email Us and we will establish an investigation within 7 days. If the parcel is declared lost, the parcel's declared amount will be refunded.
Singapore Post (Public Postal Shipping)
If your parcel cannot be tracked or if there is no update on the shipping status for at least 7 days, please Email Us, and we will inquire with Singapore Post. Singapore Post will establish an investigation with its partners.
The official investigation period is 60 days before a parcel is declared as lost. If the parcel is declared lost, we will refund the parcel's value up to the maximum compensation by Singapore Post, which is S$68 per parcel.
Returns/Exchange & Refunds
What's the validity period for returning items?
Eligible products can be returned within 30 days of the date of receipt. If you do not initiate a return within this period, we are unable to offer a refund or exchange.
If you'd like to return an item, please see "Return and Exchange Process, Terms and Guidelines" below.
Return and Exchange Process, Terms and Guidelines
Returns Process
- Email us at tipartssg@gmail.com, along with clear photos of the items you are returning. Items should adhere to the terms and guidelines section below - we may not be able to refund or exchange your order otherwise.
- We will be in touch within 72 hours and let you know if your return has been approved.
- Once approved, package your items securely and post using a tracked postage service to either one of the nearest addresses to you.
- US
- Name: Return Helper (RHSG052)
- Contact: +1 8554377467
- 18 Distribution Blvd, Edison NJ, 08817, USA
- Germany:
- Name: Return Helper (RHSG052)
- Contact: +49 15219209991
- Am Herrenhäuser Bahnhof, 26 Hannover, Lower Saxony 30419, Germany
- Singapore:
- Name: Ti-Parts Titanium
- 1 Rochor Canal Road, Sim Lim Square #05-24A, 188504 Singapore
- US
- Email us the Tracking Number and Carrier for your Return
Return & Exchange Terms and Guidelines
- Returned items must be in their original condition, unused, and free from any cosmetic or physical damage.
- We are not responsible for return shipping costs or additional delivery costs for exchanges.
- We cannot take responsibility for items damaged or lost in return transit. Ensure the items you are returning are packaged to prevent damage in the post.
- All Returns must be given approval by us – failure to do so may result in your claim not being processed.
What products cannot be returned, refunded or exchanged?
1. Brand partners’ products: Lewis Brakes, Spin Up Dynamo, Ti-Master and Sixweel. In the event they are found to be defective, please provide photo and/or video evidence to tipartssg@gmail.com quoting your order number within 2 working days of receipt of the product. If the product is confirmed to be defective, we will send a replacement to you. Refunds are not given unless there are no replacement parts available.
2. Customised or made-to-order products, unless they’re found to be damaged or defective on receipt of goods. Made-to-order products are clearly labelled as such in the product description. Examples of such products are our 3D Printed Titanium Bike Computer Mounts.
How do I request an exchange?
The best way to exchange your order is to simply place a new order for the item you want and return the item you already have. Please see “Return and Exchange Process, Terms and Guidelines” above to return the item. Items should adhere to the terms and guidelines stated.
How much money will I get back on a refund?
For Refunds Due To Our Fault
Such as faulty products, incorrect/missing items.
- A refund to the original payment method. Refunds will include the original shipping fee only if the faulty item was the sole product shipped. For orders containing multiple items, the refund will cover only the cost of the faulty product, excluding shipping; or
- A gift card of equal value to spend in our shop.
For Refunds Due To Your Fault
Such as a change of mind, wrong order, or ordering a part that doesn't suit your bike
If it is BEFORE products have been shipped
Please Email Us as soon as possible. If the payment has not been captured yet, a full refund can be given.
If payment has been captured, the refund will be subject to a 7% deduction for transaction and currency conversion fees. This deduction is charged by our payment processor and is unfortunately not refundable once a transaction has been made. Alternatively, you can choose the option of a gift card of equal value to spend in our shop. This saves you the 7% deduction.
If it is AFTER products have been shipped
Following an approved return and receipt of your returned products in line with the terms and conditions stated, we will refund to the original payment method. This refund is subject to:
a. A 7% deduction on the value of the product(s) for transaction and currency conversion fees.
b. An internal handling/restocking fee of S$2.00.
c. Deduction for shipping costs if there was Free Shipping offered on the initial purchase.
Alternatively, a gift card of equal value minus points b. and c. to spend in our shop.
When can I expect a refund?
For Returned Items:
Refunds are usually processed within 7 days after receiving the returned product(s), unless further investigation is necessary.
For Defective/Faulty Products:
Refunds are usually processed within 7 days after receiving photo and/or video evidence of the products unless further investigation is necessary.
Please note that your payment processor may take an additional 5-10 working days to credit the amount to your account.