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 visit https://shopify.com/60934521028/account and either log into your account or create a new one to submit a refund request. After your request is submitted, you will automatically receive an email with a pre-paid return label for our returns department. Once your return is tracked, you will receive a temporary refund. After the return is inspected and scanned back into our warehouse, your refund will become permanent, provided it meets the stated conditions.

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 or refundable.

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 an 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 return request 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 automatically e-mailed a pre-paid label to ship back to our returns department. Here is the Link https://shopify.com/60934521028/account. Once the return can be tracked you will receive a temporary refund until the return gets 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 will not be accepted.

4) What does Print on Demand mean?

Print-on-demand is a printing technology and business process in which products are not printed until we receive an order, allowing prints of single or small quantities. DTG Printed Garments, Sports Headbands, and Bandana's are print-on-demand products.

5) How Do we calculate delivery times?

Everything except Print on Demand Products is shipped within 24 hours from our New Jersey warehouse. Print on Demand Products items have a 3-4 Business days printing period before it's processed for delivery. 

6) When will I get my order?

All non-print on Demand orders are processed and shipped within 24 hours. We use USPS Priority mail and USPS First Class mail to ship out most of our products and 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

7) 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.

 8) 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.

 9) 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.

10) 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 gives you more options like tracking and exchange orders.

11) 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 and we will direct you to submit a return request on our site once submitted a pre-paid return label is emailed to your account. In the meantime, we will send you the correct or undamaged product.  You have 30 days from time of receipt to return a product to us.

12) I tracked my order and it says Return To Sender, what should I do?

If your order is marked as being returned to sender, it is typically because the address provided is undeliverable. Other possible reasons include the package being unclaimed at customs. Once the order arrives back at our facility, you will receive a notification. We will then reach out to discuss how you would like to proceed and request an updated address if you wish to have the product reshipped. Please note that new shipping charges will apply for orders unclaimed at customs, returned by you, or sent to an incorrect address.

13) 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 reprinting and shipping of a replacement order for you.

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.