Política de envío

1) Do you ship worldwide?

    Yes, we ship worldwide!

 2) How long will it take for my order to get shipped?

All the orders are dispatched within 3-7 Business days from one of our warehouses after receiving the order. 

Currently, all Direct Print Garments, Bandanas, and Headbands are printed on demand and take about 4-7 days to process and deliver. All other section gets processed and shipped within 24 hours. We use USPS Priority mail and USPS First Class mail to ship out most of our products. We base our price on weight and Location.

  • USA: 2-5 Business days
  • Europe: 3-6 Business days
  • Australia: 2-8 Business days
  • Japan:  2-6 Business days
  • All other locations are 8-15 business days

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location but can be estimated as follows:

  • ● USA: 3–4 business days
  • ● Europe: 6–8 business days
  • ● Australia: 2–14 business days
  • ● Japan: 4–8 business days
  • ● International: 10–20 business days

 3) Why do your products take longer to ship?

A large portion of our products is made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!

4) Which Carrier do you use for your shipments?

Our orders are shipped via USPS through First Class Service or priority mail. The same goes for international shipments. We have warehouses across the globe that ship anywhere for a competitive price.

5) What should I do if my order hasn't arrived yet?

To resolve a delayed order issue, please take these steps:

  1. A) Verify the delivery address in your shipping confirmation email.
  2. B) Contact your local post office to inquire about the package.
  3. C) Check with your neighbors if the package was left with them.

If the delivery address was correct, but the post office and neighbors don't have the package, please email us at info@topkoalatee.com with your order number. If there is an error in the delivery address, we can send a replacement, but the shipping cost will be your responsibility.

 6) What should I do if I receive the incorrect/damaged product?

We apologize for the inconvenience caused by the damaged product you received. To quickly resolve this issue, please follow the same steps as making a refund or exchange. Go to the link provided here  https://shopify.com/60934521028/account and either open your account or create one and fill out a return request. Once submitted you will be automatically be sent via e-mail a pre-paid label for return. At the same time, we will send out a replacement and you have 30 days from the time of receipt to make the return of the incorrect or damaged product.

 7) What should I do if my order is returned to the sender?

Your order may be returned to the sender due to several reasons, such as an incorrect delivery address or an unclaimed package at customs. Once the order arrives back at our facility, we will notify you and determine the next steps. If you would like to have the product reshipped, please provide us with an updated address. Please note, additional shipping charges will be applied for orders that were unclaimed at customs, returned by you, or had an incorrect address originally provided.

 8) Do I have to pay customs? 

Extra charges like Import tax, duties, and related Customs fees if applicable, are determined and charged by the Customs office of the destination country, and the cost is not covered in payments you made to us. Please contact your local Customs office directly for further details. 

9) How Do we calculate delivery times?

Everything except Sublimated Sweaters takes approximately 3-4 business days to process before it's sent out for delivery. Always add 3-4 business days to your delivery times. 99% of the time the delivery is made sooner than later. 

11) What is a Sublimated Sweater?

These are Sweatshirts from our Ugly Christmas sweater collections that we sell throughout the year. These are made to order manufactured overseas and shipped directly to you from another country. These sweaters are made through a special process called Sublimation. This process is still too expensive to do domestically so once your order is placed and you receive confirmation you have 24 hours to cancel the order or else there are no refunds or exchanges unless the order arrives damaged or gets lost in shipment. In both these cases just reach out to us within 24 hours so we can process a replacement for you.

12) How long Does it take to get a Sublimated sweater?

Production time is 4-7 business days. Shipping is 12-14 business days from the day of shipment until delivery. We also provide an expedited option at a flat rate of 14.99 to offer a 5-12 delivery window. We recommend ordering at least 2-3 weeks before you need it. You will receive tracking once it has shipped and have the ability to track it directly to your home. We Strongly recommend ordering 3-4 weeks before Christmas to guarantee delivery and have the ability to adjust for unexpected issues.

13) Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide!

We also ship from our warehouse located in Asbury N.J.

14) Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

15) My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at TopKoalatee@gmail.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.