FAQ'S Frequently Asked Questions
Returns
What’s your return policy?
We offer a 30 day refund or exchange policy from the time of receipt on all our products excluding Ugly Christmas Sweaters.
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.
Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please go too: https://shopify.com/60934521028/account within a week of receiving your order to fill out a return request. We will contact you via e-mail requesting photos of the mislabeled item, and we’ll send you a new one with a return label. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return you may go to:
https://shopify.com/60934521028/account to start a request for return or exchange. We will then receive the e-mail for the request and once approved we will send you a label for return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds
Do you offer refunds?
Yes, Refunds are offered to customers that receive the wrong items or damaged items. If any of these apply, please go to https://shopify.com/60934521028/account and fill out a refund request within 30 days of receiving your order. We will contact you via e-mail requesting photos of the mislabeled item, and we’ll send you a new one with a return label.
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part is covered at our expense.
If you notice an issue with the products or anything else on the order you may contact us through our virtual assistant, our email TopKoalaTee@gmail.com,or through our contact form HERE.
The return address is set by default to the TopKoalaTee facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If TopKolaTee's facility isn't used as the return address, you would become liable for any returned shipments you receive.
Damaged & mislabeled items - At TopKoalatee, we pride ourselves on unparalleled Quality control That’s why all our orders go through a 3-step quality check before we ship them out. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipping, we take full responsibility and provide a free replacement.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
Returned by Customer - Always contact us at TopKoalatee@gmail.com before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partially. In these cases, a refund will not be possible.
Notification for EU consumers: According to Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. The supply of goods that are made to the consumer's specifications or are clearly personalized;
2. Sealed goods that were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
Therefore TopKoalaTee reserves the right to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Delivery
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
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.
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.
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.
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!
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 TopKoalTee@gmail.com.
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 TopKolaTee@gmail.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!
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.
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.
