FAQ
Frequently Asked Questions
MY ORDER
● How can I cancel my order
You can cancel your order during the first 24 hours. After 24 hours you will have to wait to receive the product and make the return. To cancel an order, please fill out this form.
● Why have I been charged a commission when I canceled the order
Many times the bank or PayPal itself charges commissions for cancellation of orders. It is something beyond our control. You should talk to your bank.
● How can I modify an order already made
You can modify your order during the first 24 hours. After 24 hours you will have to wait to receive the product and make the change through the return form. To make a change, please contact us.
● Do you have wholesale discounts
Yes, we make major discounts for large orders. Please contact us and we will respond as soon as we can.
● Why you refund part of what I pay
It is very likely that one of the products you have selected is not available in the short term so we have to return the money for that product.
● Why have you canceled my order and returned the money
Your order may have been canceled for different reasons. Most common reason are: Because our anti-fraud system has detected your purchase as very suspicious and you have not responded to the data required to verify your identity. Or because we can not process the order you requested.
SHIPPING
● What countries do you ship to
We ship worldwide; you can check the list of countries in this link.
● Why have I been charged for shipping
There are some very specific countries, mainly islands or those with very extensive customs checks in which we are forced to charge shipping.
● How long does the shipments takes
We have 2 shipping options for most of our products. Free Shipping and Fast Shipping - On both cases, we’ll keep you updated by email and SMS about your shipping and delivery status almost every day.
FREE Standard Shipping Worldwide:
- No minimum order required - Orders are processed after 24 hours since payment is processed. Deliveries take on average 15-18 days. Weekends are not included.
- Tracking Info: Allow 48 hours after purchase to receive the number. Weekends are not included.
- Delivery don’t required signature.
FREE Standard Shipping Worldwide:
- No minimum order required - Orders are processed after 24 hours since payment is processed. Deliveries take on average 15-18 days. Weekends are not included.
- Tracking Info: Allow 48 hours after purchase to receive the number. Weekends are not included.
- Delivery don’t required signature.
Fast Shipping - DHL:
- Orders are processed after 2 hours since payment is processed. Deliveries take on average 6 days. Weekends are not included.
- Tracking Info: You will receive the tracking number and shipping status after 24 hours of your purchase. Weekends are not included.
- Delivery required customer signature.
Due to the high demand in our shop it's likely that the normal delivery time will increase up to 10-15 days.
Note: In some countries, delivery can be delayed by customs. We’ll let you know.
- Orders are processed after 2 hours since payment is processed. Deliveries take on average 6 days. Weekends are not included.
- Tracking Info: You will receive the tracking number and shipping status after 24 hours of your purchase. Weekends are not included.
- Delivery required customer signature.
Due to the high demand in our shop it's likely that the normal delivery time will increase up to 10-15 days.
Note: In some countries, delivery can be delayed by customs. We’ll let you know.
● Where is my order / When do I receive my tracking number
Once your order is processed, in the next 72 hours you should receive your tracking number. If after that, you still don't have your tracking number, please, contact us.
● Why is my tracking number not updated
Unfortunately, the tracking number is not updated in real time and can take several days to update their status.
● How can I get my tracking number
If after 72 hours since we confirmed that your order had been processed, you have not received your tracking number, please contact us.
● Why have I received only one item from the total of my order
Because we work with different suppliers, if your order contains items that are not together, you will receive them separately. This also has the advantage that in most cases it will not go through customs.
● My tracking number does not work, what do I do
If your tracking number does not work, wait 48h and check it again, remember it is not updated in real time. If it still does not work, please contact us so we can request a new one from the transport company.
● From where is my order shipped from
Orders are shipped from Asia and Europe. In some cases from the United States and Mexico.
● It has been a long time and I have not received my order, what do I do
Many times the transport companies leave the order in the office closest to the customer's address. We advise you to call with your tracking number and give your name and address to verify that it is there. If your order is not there, please contact us and we will follow your case.
● Which is the shipping company or post-e-mail that will deliver my order
Orders are delivered through local transportation companies. We ship the order from our warehouses in Europe, Asia, the United States or Mexico by ordinary mail, when you arrive in your country, you receive the ordinary postal mail from your country and these are the ones that are responsible for delivering it.
● Why is my package listed as delivered and I have not received it
Many times the order is in the nearest post office. Generally the information appears in the status of your tracking number. Please contact the postal office and give them the following information: Tracking ID - Full Name - Address.
● Will I have to pay customs
In 98% of cases you will not have to pay customs, however, this depends on the legislation of each country. As our shipments are mostly made on a unit basis, it is very likely that customs will not be charged.
PAYMENTS
● Why have I been charged twice
If your payment has been declined and then accepted, there is a bing chance that your bank will retain the first charge for a few days. Unfortunately it is something that does not depend on us. We recommend you to contact your Bank. If you still have any doubt, please contact us and we will verify the case.
● I have been charged an incorrect amount
In most cases, this is because we charge in US dollars and the customer has his bank account or credit card in another currency and the bank applies a different exchange rate than the one we display on our website. Please check with your Bank.
● I have requested a Refund and have not yet received it
Refunds may take between 7 - 14 business days to be reflected in the customer's bank account. Mostly it depends on the bank issuing the card and the type of card. Credit or Debit.
● Can I receive my refund in a different account
We are not allowed to refund payments using a different method than the one originally used.
Refunds can only be sent back to the original payment method used for the purchase. It's not possible to send a refund to a different payment method (e.g., another card or bank account).
If a card has legitimately been closed, you can still perform a refund. Contact your bank or card issuer to arrange the funds to be retrieved.
Refunds can only be sent back to the original payment method used for the purchase. It's not possible to send a refund to a different payment method (e.g., another card or bank account).
If a card has legitimately been closed, you can still perform a refund. Contact your bank or card issuer to arrange the funds to be retrieved.
CHANGES AND RETURNS
● How can I change one or more items
You can request and change during first 14 natural days since you receive the item following the steps of this form and we will verify the case. We don't receive changes request by email or chat. Please feel free to check our change and return policy on this link.
● Can I change only one part of my item
If your item or product is combined with more than one piece, like a bikini for example, unfortunately you can't change just one part. You will have to request a change for the entire Item.To request a change, please, send us a request on this form.
● How is the change process?
You only can request a change during first 14 natural days since you receive the product. You have to request a change on this form completing all the information that is requested. Once we receive you request, one of our dedicated customer support will contact you with the address to where you have to send the item. Then, you have to ship the item to these address and send us back the tracking number. Once we receive the tracking number, we'll be able to send you a new item with the characteristics that you need. Some times, you will have to pay the shipping, it really depend of which post email company you use.
● What items can I return
Our customers have the right to return the product within 14 natural days. This term will expire on the 14 natrual days of the day the product has been purchased by the customer. All items MUST BE returned in their ORIGINAL CONDITIONS, unused, unwashed, with all labels, including the protective hygienic band and without altering the original size of the packet. Damaged, soiled items, altered, will not be accepted for return.
Please, read our Return Policy to understand if you can return your item or not. Items that was on SALES promotion or purchased with a cupon code can't be retourned. No refund requests will be accepted by email, chats or any other method. No refund requests will be accepted after 14 calendar days for any reason.
● Where do I send my returns
After completing the form, customer support will contact you to provide the address to which the product should be returned.
The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support receive it, we'll be able to make the a refund or delivery a new product.
The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support receive it, we'll be able to make the a refund or delivery a new product.
● Do I have to pay for the return
We will be responsible for shipping costs and product refunds that those products that meet the following conditions:
1- Products with manufacturing defects that make it impossible to use (does not include defects in measurements, color or differences in patterns of pattern designs)
2- That the product received is totally different from the order. (Requested item A Received Item B)
3- The size sent is not the same as the requested one. (Customer requests size S and the product received is labeled with size M)
The buyer is responsible for a return and exchanges, if:
1- The product does not meet customer expectations.
2- The selected size does not fit the customer's measurements
3- Customer simply want a change for another product or return it.
In these cases, if the customer requests a refund of the amount paid for the product, we may choose to make a return of 25% of the value of the product in exchange for the customer to stay with him, thus avoiding possible shipping costs and customs for the same.
Please get in touch with us by using the Contact Us page or just send us an email directly to sales@topcats.store
1- Products with manufacturing defects that make it impossible to use (does not include defects in measurements, color or differences in patterns of pattern designs)
2- That the product received is totally different from the order. (Requested item A Received Item B)
3- The size sent is not the same as the requested one. (Customer requests size S and the product received is labeled with size M)
The buyer is responsible for a return and exchanges, if:
1- The product does not meet customer expectations.
2- The selected size does not fit the customer's measurements
3- Customer simply want a change for another product or return it.
In these cases, if the customer requests a refund of the amount paid for the product, we may choose to make a return of 25% of the value of the product in exchange for the customer to stay with him, thus avoiding possible shipping costs and customs for the same.
Please get in touch with us by using the Contact Us page or just send us an email directly to sales@topcats.store
