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FAQ'S Frequently Asked Questions
1) What’s your return policy?
We offer a 30-day refund policy from the time of receipt on all our products excluding Ugly Christmas Sweaters.
To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Please go to https://shopify.com/60934521028/account and fill out a request for a refund. We will review the request and contact you via e-mail with a return label. Once the item is received you will automatically be refunded and an automated e-mail will be sent to you with a copy of your refund
2) Can I exchange an item for a different size/color?
Yes, you have 30 days after receiving your product . All our products are exchangeable except Ugly Christmas Sweaters.
Always, If you’re unsure which size would fit better, check out our sizing charts we have one for every item listed on our store in the product description section.
To be eligible for a exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
3) How do I start an exchange?
Just order your exchange from our website and purchase your exchange.
To start a request for return please go to the link below and fill out a return request https://shopify.com/60934521028/account. We will then receive the e-mail for the request and once reviewed we will send you a label for return.
Items sent back to us without first requesting a return will not be accepted.
4) How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
5) What does Print on Demand mean?
Print on demand is a printing technology and business process in which book copies are not printed until the company receives an order, allowing prints of single or small quantities.
6) Why do we use Print on Demand?
1.It's an efficient way for us save us money so that we can offer those savings on to our customer's.
2.It ensures quality by only using the most trusted manufacture's with a long history in the business and this is how we keep to our promise of top quality products.
3. And lastly but not least It also minimizes waste and contributes to a helping to a ensure a sustainable future.
7) How Do we calculate delivery times?
Everything except Christmas Sweater and Clearance item's take approximately 3-4 Business' days to process before it is processed for delivery. So always add 3-4 business days to your delivery times. 99% of the time the delivery is made sooner then later.
8) What are Clearance Item's?
These are items that we sell that we keep in stock at our warehouse and shipped from us directly. These orders typically shipped with 24 hours and given a 3-7 day delivery window.
9) What are Christmas Sweater?
These are Ugly Christmas sweaters that we sell all year long that are made oversees and shipped directly to you from another country. These sweaters are made through a special process that we only trust a company oversees to do so that we may guarantee quality. These are special ordered and once placed you have 24 hours to cancel the order or else there are no refunds.
10) How long Does it take to get a Christmas sweater?
Production time is 4-7 business day. Shipping 12-14 business days from 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 to order at least 2-3 weeks before you need it. You will receive tracking once it has hipped and have the ability to track directly to your home. This is our most popular items we sell so we recommend to order 3-4 weeks before Christmas to guarantee delivery and have the ability to adjust if something for that unexpected issues.
11) When will I get my order?
Currently products in our Couples Hoodies and Clearance 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 and 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 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
12) 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.
13) 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.
14) 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.
15) How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@topkoalatee. We recommend that you always open an account because it give you more options like to track and exchange orders.
16) I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@topkoalatee.com within a week's time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
17) My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs. You will receive notice once the order arrives back to our facility. We will be contacting you to determine how they would like to proceed and provide us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
18) What if an order gets lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense
19) What is a cookie?
A cookie is a piece of data from a website that is stored within a web browser that the website can retrieve at a later time. Cookies are used to tell the server that users have returned to a particular website.
20) Do we use Cookies?
Yes we use Cookies because it enhances the user experience to tailor to your shopping habits and provides for a much better user interface. If you feel like not allowing us to use cookies just don't consent to newsletter at checkout, although you will be missing major discounts. For mor about cookie please read our privacy policy.
