When can I expect a response from support?


Answers to most questions can be found in our extensive Knowledge BaseIf you do need to contact us, our team will reply within one business day, and usually sooner. 

Contacting us by email provides our team with details about your account, and your specific order where applicable. This information will be included to help our team solve your concern. Our responses will be sent to the email address associated with your Tophatter account.

Do you have a phone number?

No, our toll-free phone number is not monitored for customer support and we don't have a call center. Instead, our experienced customer support team works around the clock every day of the year, and we're well-equipped to respond to all types of questions and concerns through email. We choose to keep support online through email for several reasons:

  1. It is faster. Because all your details are already included when you contact us from your account, we can immediately start to research any issue without having to place you on hold or ask a lot of identifying questions.
  2. Email support helps us keep all records in one place. This ensures that no matter which member of our team ends up helping you, we will always have access to previous tickets so you won't have to repeat yourself.
  3. Email works because Tophatter is a visual, online platform. We may ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you links, screenshots, and videos to guide you in the right direction.

If you contacted Customer Support and did not receive a response

  • Make sure you contact our support team through the form on your My Orders page, our Contact Us button, our FAQs, our "?" button, or by replying to one of our mailers, for the fastest response.
  • Make sure the email address in your Account Details is valid and entered correctly. 
  • If you've already contacted us once and did not receive a response, please double check your "Spam" folder. If you find email from Tophatter in your spam or junk folder, you can train your email provider that it is not spam by hitting the "Not Spam" or "Not Junk" button, and adding our email address to your Contacts list. Doing this will signal to your email provider to allow emails from our email address in the future.
  • For the fastest responses, we ask that you please include all necessary details in your message.
  • Please try to avoid sending multiple messages about the same concern, which can delay your response time and response times for others.
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