TophatterReviews 7,894

Hi Mike,

Thank you for writing your review, and I'm sorry to hear you haven't received your ring and understand how this can be a disappointment.

I reviewed the details of your order # 48875571 and see the item was shipped on January 5,2018, and delivered to your location by USPS on January 22,2018.

Tophatter buyer protection guarantees your item will be delivered to your location or a full refund provided. Because tracking confirms your item was delivered we cannot require a refund from the seller.

Our Buyer Protection FAQ which details our policy and process is accessible from every page and screen of our website and mobile app for the buyer's convenience.

Thank you again for taking the time to leave a review.

Warm regards,
Felicia

Hi Carol,

I'm very sorry to hear that items on Tophatter didn't meet expectations, and thank you for your review. I'm happy to provide more details about our return policy.

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. Tophatter offers Buyer Protection in the form of a 30-day Easy Return policy that will either: 1.) refund the buyer without return needed, 2.) provide the buyer with a prepaid return label, or 3.) present the buyer with the seller’s address to return the item, paying for their own return postage with valid tracking number.

On our platform, refunds 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 some store credit to offset 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.

Tophatter’s return policy is in-line and considered standard among the industries’ competitors. Marketplaces, as an industry, institute thresholds for the number of free returns offered, to curb abuse.

Our Buyer Protection FAQ which details our policy and process is accessible from every page and screen of our website and mobile app for the buyer's convenience.

If the item was returned with valid tracking, please contact customer support. After confirmation that the item was returned to the seller a full refund will be processed. You can quickly contact our customer support team by visiting My Orders, clicking the item, clicking Order FAQs, then clicking Contact Support and completing the form detailing the issue (http://tinyurl.com/j8eo7hu).

Thank you again for taking the time to leave a review.

Warm regards,
Felicia

Hi Karen,

Thank you for letting us know and we sincerely apologize for what happened.

Please note that this would be considered an item that is not as described. You can request to return an item within 30 days from delivery for any reason. If it is still within 30 days of receiving the item please request to return the incorrect item for a refund.

See details here: http://tinyurl.com/h7xokwj

Regards,
Graciela

Hi Barry,

I'm sorry to hear our services didn't meet your expectations.

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.

Unfortunately, you've requested returns in excess of the threshold, and we are unable to provide more free returns at this time.

Thank you for the patience,
Graciela

Thanks for responding to Tophatter's experience survey, Mary!

It is fantastic to hear you have been pleased with your purchases and are having a great time bidding to win on Tophatter.

Kindly note that Tophatter has strict guidelines which require sellers to accurately represent their items for sale. Our product review team has reached out to a few sellers who had misleading images and are working to ensure the listings are correct moving forward.

With this said, in an auction format, it's up to each buyer to review the item description prior to bidding, taking note of all key details, to decide the item is what's intended. Bidders decide how high they are willing to bid, and can stop bidding at any time.

Additionally, with our easy return policy, a return request can be open for an item for any reason within 30 days from delivery. See full details here: http://tinyurl.com/h7xokwj.

Thank you,
Graciela