Is there Buyer Protection?

Yes! We offer Buyer Protection!

  1. Request Return of an order for a full refund
    From My Orders, click Request Return. Most items can be returned for refund for up to 30 days after delivery confirmation. Please see How do I request a return? for full details.
  2. Receive a full refund if you haven't received a late order
    From My Orders, click Where's My Item?
    If 6 or more days have passed since the Estimated Delivery Date, click the  Report Late Delivery button to report an incident. If the order is not confirmed delivered by the date provided, a full refund will be processed. Please see What if I haven't received my order? for full details.

The following conditions apply

  • For delivered items to be eligible for refund, they must be returned with a valid tracking number to the return address provided in the return request confirmation email and on the invoice page under My Orders.
    • We cannot be responsible for orders that are shipped to Tophatter offices, returned with no identifying information, or returned outside of the return request process as described in the FAQ: How do I request a return?
  • Items sold by Berry Street and Flash Deals, subscriptions offered through Redeemable Vouchers, and consumable supplies including toilet paper, paper towels, disposable protective masks, and hand sanitizer are not eligible for return.
  • Refunds processed as Tophatter Credit can be refunded to your original payment method upon request, except when:
    • the refunded order was originally paid with Tophatter Credit, or
    • any of the refund Tophatter Credit has already been applied as payment toward another order.
  • "Cash refund" is defined as a refund to an original payment method which is not your Wallet, such as credit or debit card or PayPal. Cash refunds cannot be processed to a different credit or debit card, or an alternate funding source.
    • If you paid with a one-time use gift card or rechargeable prepaid card, we strongly recommend keeping the card until you are sure that you are satisfied with your purchases, as cash refunds must always be processed back to the original payment method.
    • If you paid with PayPal using either your linked bank account or PayPal balance, cash refund will be processed to your PayPal balance. Your refund will be reflected on your PayPal account within 3 to 5 business days. If you paid with your credit or debit card through PayPal, the refunded amount will go back to your card as a credit. In these instances, it can take up to 30 days for the refund to appear on your card statement. Please contact PayPal for additional questions about your refund.
    • If you paid with Apple Pay or Google Pay, cash refund will be processed back to the credit or debit card linked to your payment account.
    • If you paid with a credit or debit card, cash refund will be reflected on your credit card or bank statement as a credit within 3 to 5 business days. If you have trouble locating your refund, please contact the card-issuing bank directly. For your convenience there is a toll-free number on the back of your card.
  • Invoices must be paid through the My Orders page on Tophatter using one of our accepted payment methods to qualify for Buyer Protection. Tophatter Buyer Protection does not cover transactions which take place outside of our platform.
  • We're sorry but it is not possible for Tophatter to refund or reimburse the cost of foreign transaction fees or overdraft fees from your bank, additional postage due, Customs, VAT, or any other taxes or fees which were not included on your invoice and paid through the My Orders page. If you incur these costs, we recommend consulting local import laws, your post office, or your bank, for additional details.
  • For the security of our shoppers, only your Shipping Address is shared with merchants. Issues with an order should only be resolved through the options provided on the My Orders page. If a listing description or package includes a merchant's direct contact information, we strongly recommend using caution, as only transactions and resolutions occurring from the My Orders page will be covered by Buyer Protection.
  • As a Marketplace, Tophatter is unable to offer replacement or reshipment of items, including orders which are damaged or incomplete. These orders can be returned for full refund, and if a replacement is preferred, you have the option to Search for a similar item and buy it again.
  • Prior to receiving a refund, you may be required to provide evidence of the reported issue, such as photos of the item packaging and label, or damage or defects.
  • Delivery confirmation is not always available, and we realize there may be instances of non-delivery, against which shoppers are protected; however, accounts exceeding a higher-than-average threshold of refunds for reported non-delivery will be blocked from making additional purchases on the platform.
  • We realize how frustrating it must be to get a great deal, only to then have to frequently request return of items. In the normal course of business occasional problems are expected; however, accounts exceeding a higher-than-average threshold of return refunds will be blocked from making additional purchases on the platform.
  • Due to limitations imposed by card processors and PayPal, refunds cannot be processed for any reason in excess of 180 days from the payment date.

Tophatter, Inc. BBB Business Review

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