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FAQ'S Frequently Asked Questions

1) What’s your return policy?

We offer a 30-day No-Hassle refund policy from the time of receipt on all our products excluding Sublimated 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 either log into your or Create one,  fill out a request for a refund. Once Submitted You will automatically be e-mailed a pre-paid return label to our returns department. Once the return is able to be tracked you will receive a temporary refund until the return is inspected and scanned back into our warehouse and your refund will become permanent as long as long as it meet the conditions stated above.

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 for our Sublimated 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 either log into your account or create one and fill out our return request. Once submitted you will be automaticall be e-mailed a pre-paid label to ship back to our returns depatment. Hereis the Link https://shopify.com/60934521028/accountOnce the return is able to be tracked you will receive a temporary refund until the return get inspected and scanned back into our warehouse and your refund will become permanent as long as long as it meet the conditions stated above. 

Items sent back to us without our pre-paid label a 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 Sublimated Sweaters?

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 called Sublimation and due to it's complexity to produce it's still too expensive to make domestically that is we only use a trusted company oversees called Subliminator so that we can uphold our commitment to providing only top 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 Sublimated 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. Because of it's popularity 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) What is the difference between Sublimated Christmas Sweaters and Clearance Christmas Sweaters?

    A. Shipping time

Ugly Christmas Sweaters are always in stock and ready to ship within 24 hours of your order being placed. 

Sublimation Sweaters are made oversees and have 7-14 day deliver window from the time you place the order. These need to pass through Customs and inspected before it delivers to it's final destination.

   B. Printing Method

Ugly Christmas Sweaters use the Heat Press Method using Vinyl Decals that is pressed on to the sweater.  This is our most popular method because it is the least expensive. 


Sublimation is a specific process of printing that first involves printing onto a special sheet of paper, then transferring that image onto another material (usually polyester or a polyester mix). The ink is then heated until it disintegrates into the fabric.This process is more expensive and produces a life like looking sweater on a sweatshirt which give you that HD effect and will last alot longer then the heat press method.

12) When will I get my order?

Currently products all heat transfer products  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

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.

16) 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.

17) 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 and we will direct you to submit a return request on our site and once submitted a pre-paid return label is e-mailed to your account. In the Meantime we will go ahad and snend you the correct or undamged product. Just remeber you have 30 days from time of receipt to return a product to us.

18) My order shows it is being returned to sender, what now?

19) What if an order gets lost in the mail?

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

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.

FAQ'S Frequently Asked Questions