TophatterReviews 7,894

Thank you for taking the time to tell us about your experience and we truly apologize we did not meet your expectations.

Based on several factors including the location of the buyer, the location of the seller, cost of the order, history of returns requested, and the reason for the return, a return request will result in one of the following four outcomes:

1. You may receive a refund for an item, and return will not be required.
2. If you live in the United States, you may receive a free return shipping label to cover the cost of returning your item.
3. If you live outside of the United States, you may receive a store credit to offset the cost of returning your item.
4. You may return the item and assume the cost of return shipping on your own. In any case, we are happy to offer easy returns for any reason, for up to 30 days from delivery.

Tophatter will always process refunds for buyers upon receiving a valid tracking number from them indicating that the order has been returned to the seller. On our platform, refund without return or prepaid return labels are provided to U.S.-based buyers until the buyer hits a threshold for free returns. For internationally located buyers, we provide a refund without return or some store credit to offset some of the cost of returning the item at their own expense until the buyer hits the threshold.

The acceptable return threshold is continuously calculated as a percentage of the buyer's total purchases. Once this threshold has been met, the cost of returning the item to the seller with tracking will be at the buyer's expense. When this happens, it is explained in the email buyers receive when they request a return, that they are responsible for the return shipping cost, and the buyer is provided with the seller's return address to facilitate the successful return of the order.

Please see full details about Tophatter's Buyer protection and Return policy in our FAQ: http://tinyurl.com/h7xokwj, http://tinyurl.com/jeura4f.

Thank you for your understanding,
Graciela

Hi Athena,

I'm terribly sorry that Tophatter doesn't meet your expectations and your experience hasn't been satisfactory. Being there are millions of users who use Tophatter, this is not the case for them all. In addition, positive reviews are just as real as any negative received. These are users who have excellent experiences with their purchases and using the site in a whole.

Again, we thank you for leaving a feedback and we will take note of these sellers and investigate.

Thank you for your patience,
Graciela

Hi Chris,

Thank you for the feedback and we apologize we did not meet your expectations.

I checked the system and it showed that this order 53363564 has been refunded. On the other hand, anytime a package is confirmed Delivered to the correct location through a valid tracking number, we do ask that shoppers follow up with their local post office for more details.

The USPS uses scanners which log a carrier's GPS location, and an inquiry to the local post office should be able to help track down the package's true location. The post office's tracking is more robust than the tracking available online, so if this ever occurs, please ask the post office for their expanded tracking details. After providing documentation from the post office a full refund can be processed.

Please contact our customer support team once the documentation is available and we'd be happy to help further.

Thank you,
Graciela