How do I request a return?

Information below this line only applies to Marketplace product orders. Marketplace products are no longer being sold, effective June 1, 2022.

You can request to return most Marketplace Products that are paid directly through Tophatter for up to 30 days from the delivery date. A full refund will be processed upon return of the item in its original condition.

Our fully automated processes will help you through the return if any item doesn't match the description, doesn't seem authentic, arrives damaged or missing parts, or if you no longer need it. If you receive a defective non-returnable Marketplace Product, please Contact Support for assistance. 

To request a return

  1. Visit My Orders
  2. Click View Details next to the order in question
  3. Click Return Item
  4. Choose your Refund Method
  5. Select a reason, provide a photo and details, and click Send

The return outcome is automatic, and based on several factors including your location and location of the merchant, cost of the order, reason for the return, and your history of refunds from return requests. Please note, accounts with recent return refunds exceeding an acceptable threshold will be required to return the item assuming the full cost of shipping, regardless of other factors.

Instant Refund means if your return request is approved, after your return is processed, you will receive the refund as Tophatter Credit, which is processed more quickly than refund to your payment method.

After requesting a return, you’ll receive a confirmation email with complete details, including the seller's return address if return is required. The return request will result in one of the following outcomes:

  1. You may receive an instant refund, and return of the item will not be required.
  2. If you live in the United States, you may receive a free shipping label to cover the cost of returning the item.
    1. If you live outside of the United States, you may receive a Tophatter credit to offset some of the cost of returning the item.
  3. You may assume the full cost of shipping the returned item with valid tracking.

If a return shipping label has been provided

The link to your return shipping label will be included in the email you receive after requesting a return.

To receive your refund, print and place the shipping label on the package containing the order and drop the item off or arrange a pick up by the post office. The package must be accepted by the shipping carrier within 7 days of the return request.

Refund will be processed automatically upon acceptance by the shipping carrier, or upon delivery if the order total was over $50. If you returned an item and have not received your refund, please contact our support team for assistance.

  • Return shipping labels, when provided, expire 7 days after the return request, and can only be offered electronically. If you don't have access to a printer, most public libraries offer printing at low-cost or for free, or print shops can be found in many neighborhoods.
  • If unused, return shipping labels cannot be reissued. If a provided return shipping label is not used, you assume the full cost of shipping the returned item with valid tracking.

If a return shipping label has not been provided

The return address will be included in the email you receive after requesting a return.

To receive your refund, purchase return postage with tracking/delivery confirmation. Visit My Orders, click the item, click Add Return Tracking and enter the shipping carrier and valid tracking number. The package must be scanned as accepted by the shipping carrier within 7 days of the return request.

Refund will be processed automatically upon delivery. If you returned an item and have not received your refund, please contact our support team for assistance. 

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