Support for re-sending order
FAQS
WHEN WILL MY ORDER SHIP?
Product orders are usually processed and shipped within 2-3 days of purchase. Custom orders take 3-5 days to ship out. When your order ships, your tracking info is automatically sent to you via the email you provided during checkout. If you have questions about your tracking, simply reach out to us.
If your order hasn’t shipped throughout the regular time frame, please reach out to us! We’ll resolve it asap: info@topdesignfan.com
Please see all of our Shipping Policy.
HOW DO I TRACK THE STATUS OF MY ORDER?
Please visit our Order Status Page to track the status and location of your order.
WHY THESE HAS BEEN NO UPDATE ON MY TRACKING?
If it has been more than 10 days since your order has shipped and not reflected on the shipper’s website or no update tracking information since the last tracking update, please contact us at info@topdesignfan.com for further assistance.
HOW MUCH IS THE SHIPPING?
Top Design Fan offers Free Shipping in many areas.
The shipping is currently FREE to most countries.
We ships internationally! Shipping prices may vary based on size and location. You will be able to see the applicable shipping charge reflected in your shopping cart, after you enter the shipping address, at checkout. Taxes and duties do not apply.
Please Note: Our larger products are considered oversize by many carriers, and additional fees may incur.
WHEN WILL I RECEIVE MY TRACKING NUMBER?
Top Design Fan Needs to Manufacture your products before Shipping.
We allow 24 hours for our customers to cancel their order.
After that 24 hours, we will process your order and get it ready for shipping. Which take 3-4 business days.
You will receive an email as soon as it ships with all tracking details.
WHAT IS YOUR RETURN POLICY?
You may cancel or amend your order within 24 hours of purchase. We are committed to our customers and want you to be happy. We stand by our product and offer a 100% customer satisfaction guarantee. Just return the product to us undamaged and we will refund you. Custom orders are the only products on the site that are FINAL SALE items.
To return your merchandise, please email: info@topdesignfan.com for the return address and always include your ORDER NUMBER and full NAME.
*NOTE: we do not provide pre-paid shipping packages to send products back to us. You must send back unwanted product at your own expense.
CANCELLATION POLICY
You may cancel your order within (24) hours of purchase, MST. We are committed to our customers and your satisfaction.
To cancel your merchandise, please email: info@topdesignfan.com and label the subject line: CANCEL MY ORDER, and make sure to include your full NAME and ORDER NUMBER.
Cancellations after (24) hours will require the customer to return the undamaged product to receive a full refund. We cannot exchange your order after (24) hours because it will have already gone into production. Please review our RETURN POLICY.
CHANGE MY ORDER
You may amend your order and address details within (24) hours of purchase. Please contact info@topdesignfan.com as soon as possible with your change requests, and label the subject line: CHANGE MY ORDER, and make sure to include your full NAME and ORDER NUMBER. We will confirm your changes have been made.
DAMAGED PRODUCT
If your product arrives damaged or defective in some way we offer a hassle-free replacement. Here’s how:
- Take a digital photo of your damaged product and the shipping container it arrived in (only if the package is also damaged).
- Attach your photos to an email and send them to info@topdesignfan.com. Please include your ORDER NUMBER, FULL NAME and brief description.
- You will receive an email within 24 hours confirming that your damaged replacement will be processed.
- If your photo return is confirmed, you do not need to mail back your product. We will process the refund or replacement based on the claim and automatically send out your replacement.
Why the color of the product I received look different than the one from the website?
Colors are very Different from One Eye to Another.
Actual colors may vary; every monitor or portable devices have different capabilities to display colors and that everyone sees these colors differently.
We try to edit our photos to show the samples as life-like as possible.
Top Design Fan cannot guarantee that the color you see on your device accurately portrays the actual color of the product you will receive.
WHO DO I CONTACT FOR PRESS INQUIRIES?
For all press inquiries email info@topdesignfan.com and your email will be forwarded to the right person!
WHAT CARRIER DO YOUR ORDERS SHIP WITH?
All U.S. and International orders are shipped via USPS and EMS.
ARE THERE DUTIES FOR AMERICAN ORDERS?
No there are no additional duties. For international orders, depending on the country of residence, you may have to pay fees!
PROMOTIONS
If you have received a promotion offer CODE, you may redeem your discount at the time of Checkout in your Cart Discount section.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards through our merchant service provider PAYPAL.
HELP & CONTACT US
If we have not answered all of your questions in this customer service section, please Contact us! info@topdesignfan.com with your full NAME and ORDER NUMBER and our customer service specialist will be in touch shortly!
RETURNS AND REFUND POLICY
At Top Design Fan, we do our best to provide the most accurate product descriptions we can. Our sizing charts match up congruently with their respective products and have been mentioned clearly on the product page. We want our customers to acknowledge exactly what they are ordering.
A Few Things to Note
- Our return policy lasts 30 days. If 30 days have passed after the exact date on which you received our products, we, unfortunately, can no longer offer you a refund or exchange. However, this 30-day term does not include the time needed for the return process, which may vary by location of sender.
- Due to inspection, cleaning, and repackaging as well as cancellation after shipment: a 50% restocking fee will be applied to all orders that are returned for a refund. The fee will be applied to the original orders, which means that you will be refunded 50% of your order total.
- Orders exchanged or items returned/exchanged due to Manufacturer’s Defect/Shipping Damage will not incur this restocking fee.
- We do not provide return labels unless it is a Manufacturer’s Defect. It will be considered customers’ responsibility to pay shipping cost for returning the items.
Returns – accepted under the following circumstances
- Damaged Product / Manufacturer’s Defect
If the product arrives damaged, whether due to Shipping Care or a Manufacturer’s Defect, we would like to offer 100% refund or exchange. Photos of evidence for damaged state are required and should be sent to our Customer Service Team via info@topdesignfan.com
- For MANUFACTURERS DEFECTS we must be notified within 7 days after date of order delivery.
- Not As Described
- If the product arrives and the customer can prove that it does not match up with the product description, we would like to offer a return for a full refund or exchange for a different item.
- Product Lost in Transit
- If the product does not arrive because it is lost in transit, then we will immediately reship the product for you. The only condition is that the customer must absolutely make sure his/her given address is correct.
Exchanges (if applicable)
- In case you want to exchange, please ship the product back to us. It might take us up to 12-20 days to receive. Once we receive it, we can ship out the newly specified product immediately.
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@topdesignfan.com and send your item to:
Returns & Exchanges are ONLY Accepted If Products Meet Following Criteria
To be eligible for a return, your item must be unused and in the same condition as when it was received. It must also be in the original packaging.
- Purchase credits only
- Unstained
- In unused condition. To be more specific, product packaging includes two parts: the nylon cover and the carton box, in which only the plastic wrap is allowed to be taken off for product inspection purpose.
- Original packaging required (Specifically the carton box and old plastic wrap, new plastic wrap is appreciated)
- Related timeframe
Return case should be raised no later than 3 days after receipt and unpacking of the product, by contacting our Customer Service agent at info@topdesignfan.com for prior inspection, negotiation for return address. Time period for return process depends on senders/customers location, therefore, only requires specific tracking number.
- Return shipping costs: depends on senders/customers location.
How to Return
- Please fill out accordingly, to the best of your ability and send the product and to the address provided to you by our Customer Service agents.
- We reserve the right to deny an exchange if the item is clearly not in new condition or does not meet the standards listed above.
For any question or concern, please email us at info@topdesignfan.com
If you want to return, please contact us by email before you return it.
Late or Missing Refunds
- Check your Bank Account
- Contact Credit Card Company
- Processing USUALLY takes 1-3 business days
If you have done all of these and you still have not received your refund yet, please contact us at info@topdesignfan.com
Shipping
The customer is responsible for paying their own shipping costs for returning an item. Shipping charges are non-refundable. If you receive a refund, you will receive back exactly what you paid for the product and nothing more as we offer free shipping.
Depending on your country of origin, it may take anywhere from 12-20 days for US customers or up to 15-25 days for International Customers for your exchanged item to reach you.
Disclaimer
In case of missing package but tracking shows delivered, further claim for refund and solutions would be provided by shipping agency.
If you are shipping items over $75, we would highly suggest shipping the product back to us with tracking so that if the product is lost in transit, it will be easier for you to prove to us that it was indeed shipped back.
Shipping Policy
Shipping Policy
Note: Due to COVID-19 and safety measures to protect our team, some orders are experiencing slight delays, delivery times may take longer than usual. We apologize and do our best to be back to normal ASAP.
Every single product that you purchase from us, will be handmade and shipped promptly! All products ship from our production facility within 2 – 3 business days of your order.
Once your product is ready, we will send you the tracking number right away and keep you posted on the package shipment progress.
Currently we ship all our products from our facility in China and working on setting up new facility in US region for quicker/expedited shipping process!
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Product/Shipping method | Products | Custom Orders |
| Processing Time | 2 – 3 days | 3-7 days |
| Shipping Time Frame | 12 – 20 days | 12 – 20 days |
| Total | 14 – 23 days | 15 – 27 days |
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
Sometimes customers get concerned because their tracking status has not been updated for 5 – 10 days since it said it was leaving customs, or processed in a parcel center.
This is perfectly normal, it means your item is now on board a shipping transport. Our couriers don’t update the tracking status once the package is on board a transport ship (because there is not really much to update).
The tracking will only be updated when USPS picks up the parcel from the ship to deliver it to you locally in the US. This can take 2 – 5- days.
If it hasn’t updated, it just means it is still on the ship on its way to you. It will get there, our NON-Express delivery service might take a few days, but delivers our parcels with great consistency.
If you are still concerned with your order, send us an email and we will be happy to take a look and give you a detailed status update.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
What about special holidays such as Christmas?
Due to a high volume of orders placed during the holiday season (especially Christmas), shipping times are usually longer than usual. Orders that are placed on or after December 1st will NOT be delivered by Christmas (December 25th). Please keep this in mind as you order your products from our store.
NOTE: Shipping times may take slightly longer during peak times (Christmas, End of year). Thank you again for being patient with us!
How much the shipping cost?
We provide Worldwide Free Shipping
Important
We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. Please enter the correct shipping details when checking out. If you realize you have made an error, simply e-mail us at info@topdesignfan.com as soon as possible.
Top Design Fan is not responsible for destination country tax and/or any duty charge that may incur. Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country. Top Design Fan will not be responsible for any Duties, Taxes, or Customs fees under any circumstances.
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