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Shipping & Returns

A Note from Our Ops Team:

While we continue to navigate and respond to current events, ITOP is committed to making the safety of our employees and community of customers a top priority. As we fulfill orders and process returns at our warehouse, increased safety precautions are being taken at every step, and we are doing everything we can to get your orders and refunds to you as quickly as possible. That said, due to the impact of COVID-19 on our fulfillment center—and on shipping carriers nationwide—we anticipate that both order and return processing may take longer than usual. Thank you for your patience and understanding during this time.

Order and Shipping Confirmation

You will receive an email confirmation once your order has been successfully placed–it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you.

Orders can take up to 2 business days to be processed and shipped. Once your order is prepared for shipment you will receive a shipping confirmation email with your tracking information. Please note that monogrammed items take up to four weeks to ship, no matter what shipment type is chosen. Please also note that in some cases, your order may arrive in multiple shipments (i.e., in the case of pre-order, backorder, and monogrammed/personalized items).

International shipping locations

ITOP ships to over 200 locations worldwide.

International shipping rates

International shipping rates, calculated by Borderfree during Checkout, takes a number of factors into account, including shipping speed (standard/express), number of items purchased, item weight, and the destination location/region.

Delivery timeframes for international orders

Most in-stock items generally ship from our fulfilment center within 4 business days (Mon-Fri, excluding holidays) and arrive within 4-13 business days after the order is received. Since delivery time frames vary depending on the destination, a more accurate estimate is provided during Checkout.

Note: We try our best to deliver your items during the estimated time frame, but delivery dates are not guaranteed.

Return Policy

We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.

Returnable items

Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:

1. Faulty items damaged/broken, or soiled upon arrival.

2. Items received in the incorrect size/color.

Items that can be returned/refunded or exchanged within 14 days of receiving must follow the criteria as below:

1. Items have not met your expectation.

2. Items are unwashed, unworn, unused, with tags, and unaltered.

Note: in this situation, we will not be responsible for the return shipping cost.

Return Conditions:

For items with no quality issue, please ensure the returned items are unused and in the original packing. All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without a product return form.

Non-Returnable Items

We cannot accept returns under the following conditions:

1. Items outside the 30 days warranty time-frame.

2. Washed, worn, used, or misused items.

3. Items under the following categories are non-returnable for customer's reason:

-- Made-to-order items, Made-to-measure items, Customized items.

-- Clearance items, Disposable items

*Customer's Reason: no longer needed, bought by mistake, not as expected, changed mind, etc

Before Making a Return Request

For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.

If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:

* Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls & emails

* Customer refuses to accept package/pay tax fee/ complete customs clearance

* Didn't collect package by the deadline

Return address & refunds

Return address: You will need to send your returning products to our warehouse in China. Please always submit a"Return or Exchange"Ticket to customer service first to obtain the return address. Please DON'T returns your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.

Refunds:Please check out our refund policy

Note:

If you want to return the product, please confirm that you’ve received your package, by clicking "Order Received". Then submit a "Return or Exchange" Ticket. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided.

Trackable Packages Inquiry Period

Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact customer service within the required period. Thank you for your cooperation:

* Expedited Express: 30 days from the shipped day

* Expedited Postal/Priority Line/Economy Air: 60 days from the shipped day

* Postal service - tracking: 90 days from the shipped day

Package Delivery Follow-Up & Review Invitation

We'll send a delivery follow-up email to you after a certain shipping period and invite you to share the shopping experience.

* Hope you enjoyed our service. You're welcome to confirm the delivery and write reviews to win shopping rewards. (Our system will auto-confirm the delivery if no update comes from your side.)

* If you haven't received the package yet, please contact Customer service for help.

If you need assistance, please Contact Us.

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