Items purchased at “Shop TiLite” are returnable for a refund of the merchandise total and any taxes you were charged less a 20% restock fee of the merchandise total.  Shipping charges are not refundable.  To return an item, you must follow all procedures listed below. 

• You must obtain a “Return Authorization” (RA) Number within 30 days of the date the item shipped from our warehouse (regardless of when you actually received the item).  To obtain an RA Number, please email us at customerservice@TiLite.com or call TiLite Customer Service at 1-800-586-6117.  In an email, please be sure to include your order number, name, and the item you are returning. We will then contact you with an RA Number.  DO NOT SEND A PACKAGE BACK WITHOUT AN RA!   If you return an item without first obtaining an RA Number, you will NOT receive credit for the returned item.  RA Numbers are valid only until the expiration of the 30-day period described above.  If your return is not shipped within such 30-day period, the RA Number will expire and cannot be used again.

• You must ship the item to us within 30 days of the date the item shipped from our warehouse (regardless of when you actually received the item).  We do not have to receive it within 30 days, but it does have to be in the possession of the shipper by that date.

• Items returns must be unused, in new condition, with all original packaging intact.

• If you are returning a non-defective product, you must ship the item with shipping charges prepaid at your expense.  If you are returning a defective product or if the item was damaged in shipping, please call us at 1-800-586-6117 or email us at customerservice@TiLite.com.

• Your return must be shipped by ground shipment.  If you use a faster, more expensive delivery option, any request for reimbursement will be denied.

• You must ship your return package to TiLite, 1426 East Third Ave., Kennewick, WA 99337.

• TiLite recommends that you insure all items being returned and that you use a shipping service that tracks packages, such as with UPS, FedEx or USPS (ask for services that have tracking options). TiLite is NOT responsible for items lost or damaged in transit to us.  If they are lost or damaged, you will not receive credit for the return.

• Items returned to TiLite not in accordance with this Return Policy will be rejected and shipped back to you at your expense.

Once you place an order at “Shop TiLite”, the order cannot be canceled—whether or not it has shipped.  If you wish to cancel an order, follow the procedures under our standard Return Policy.  You will need to accept delivery of the item, obtain an RA Number and ship the item back.  If delivery of an item is refused, the return shipping costs will be deducted from the issued credit.  

Please allow up to 14 days for returned items to be received by TiLite.  Delivery times vary from one shipping company to another.  Once the item is received by TiLite, we will process the return within 5 to 7 business days from the date we receive it.  If you have requested a replacement item, it will not be shipped until we have processed and approved your returned item.  The replacement item will generally ship within 1-2 business days, depending on availability of the item.  If you have requested a credit and you paid by credit card, the credit card used for the purchase will be credited as soon as possible after your return is processed and approved. If you paid by check or money order, we will issue a check within two weeks after your return is processed and approved.

We're sorry but we do not have an exchange policy at this time. If you wish to return a product, please follow the standard Return Policy. You may return a product and then log on to www.tilite.com to order a new product.

The majority of orders are shipped via UPS. Most items should arrive on your doorstep 3-5 business days after receipt of your order. If you need more specific shipping information before placing your order, please email us at customerservice@TiLite.com, or call us at 1-800-586-6117.

For orders outside of the US, please submit your order and select “Check or Money Order” as your payment type. We will email you in 1-2 business days with the exact shipping costs and estimated delivery times and methods. We accept wire transfer of funds for international orders. Due to the high occurrence of fraud, we are unable to accept credit cards issued by banks outside of the United States.

At TiLite, we are committed to protecting your privacy both before and after your purchase.

What information do we collect? How do we use it?
When you order, we need to know your name, e-mail address, billing and shipping addresses, telephone number, and your credit card number and its expiration date. This allows us to process and fulfill your order and to notify you of your order status.

We also may use the information we collect to notify you occasionally about important functionality changes to the Web site, new TiLite services, and special offers we think you’ll find valuable. If you would rather not receive this information, visit the registration page to change your preferences.

How does TiLite protect customer information?
When you place an order, it is processed using a secure server. The information you provide to us is sent via a secure socket layer (SSL) transmission. Furthermore, all of this data is protected against unauthorized access, and is stored with 128 bit encryption, the strongest industry standard encryption.

What about "cookies"?
"Cookies" are small pieces of information that are stored by your browser on your computer’s hard drive. Our cookies do not contain any personally identifying information, but they do enable you to store items in your shopping cart between visits. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. Even without a cookie, you can still use most of the features in our store, including placing items in your shopping cart and purchasing them.

Will TiLite disclose the information it collects to outside parties?
TiLite does not sell, trade, or rent your personal information to others.  TiLite may release account information when we believe, in good faith, that such release is reasonably necessary to (i) enforce or apply the terms of any of our user agreements or (ii) protect the rights, property or safety of TiLite, our users, or others.  In addition, occasionally TiLite may be asked by law enforcement or judicial authorities to provide personally identifiable information to the appropriate governmental authorities. We will disclose personally identifiable information upon receipt of a court order, subpoena, or to cooperate with a law enforcement investigation, without prior notice to you.   We fully cooperate with law enforcement agencies in identifying those who use our website for illegal activities, and we reserve the right to report to law enforcement agencies any activities that we believe to be unlawful.

How does TiLite allow customers to update or change the information it collects?
You may update or change information related to your TiLite account by accessing the My Account section of the website at the top of any page [will we actually have this?], and by providing your e-mail account and password. For other questions related to updating or changing your account information, please send an e-mail to CustomerService@TiLite.com.  We encourage you to promptly update your information if it changes. You may ask to have the information on your account deleted or removed; however, because we keep track of past purchases, you cannot delete information associated with past purchases. Also, as a security measure we "back up" the data stored on our systems, and such prior information cannot be completely removed from our databases. As a result, you should not expect that all of your personally identifiable information will be completely removed from our backed-up databases.
Is TiLite responsible for other Web sites accessible from TiLite.com?

Other sites accessible through our web site have their own privacy policies and data collection, use and disclosure practices.  Please consult each site's privacy policy.  TiLite is not responsible for the policies or practices of third parties.  Please be aware that tilite.com contains links to other sites on the Internet that are owned and operated by third parties.  The information practices of those web sites linked to tilite.com are not covered by this Privacy Policy.  These other sites may send their own cookies to users, collect data, or solicit personal information.  We cannot control this collection of information. You should contact these other sites directly if you have any questions about their use of the information that they collect.

By using our Web site, you consent to the collection and use of information by TiLite as set forth in this Privacy Policy. If we decide to change our Privacy Policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.