Here are some of our most frequently asked questions. If, after reading these questions, your question hasn’t been answered, then visit our Contact Us page.
Purchase
How do I place an order?
To place an order, add your products to your basket, and then click checkout. All you need to do then is follow the step-by-step instructions. If you are still struggling, then please Contact Us.
What payment methods do you accept?
We currently accept payments by card using our payment provider as well as ApplePay, GooglePay & Shop Pay.
Will you send an order confirmation via e-mail?
An order confirmation message will be sent to the e-mail address you provide us for each order you submit. We recommend that you print and save the e-mail confirmation for your records. Please be sure to enter your e-mail address correctly to ensure that you receive your order confirmation.
Do you charge sales tax?
We are located in Germany and do not charge sales tax. This alone can save you hundreds of dollars compared to ordering elsewhere.
Can I change my order?
Orders that have not yet been dispatched, can be changed. But please note that once your order is dispatched changing your order may not be possible. If this is the case, then please visit Returns for more information.
Do you sell spare parts?
We do not sell spare parts, but we will always do our best to help you get your problem sorted. Please feel free to contact us with any queries and we will put you in touch with the manufacturer’s technical team.
Delivery
Where do you deliver to?
We deliver to all 48 lower states (We do not ship to Puerto Rico, Hawaii or Alaska).
How long will it take for my items to arrive?
If your order is in stock, the following times apply:
Lead Time - 3-7 Business Days Depending on Product - Once You Place an Order, We immediately begin processing, the order request is sent to our warehouse and is prepared for pickup, it then usually takes around 3-7 business days to be picked up for transit.
Transit Time - Transit Time can vary depending on the distance between your location and the warehouse but you can expect the item to arrive between 3-8 business days after pickup.
Will I be contacted before delivery?
Yes, for the majority of our items, you will receive a notification to arrange a convenient delivery date. However, for smaller items, direct scheduling may not be necessary and they will be delivered without prior contact.
Can I arrange a specific date for delivery?
Yes, for most of our larger items, you have the option to arrange a specific delivery date. When you are contacted to schedule delivery, you can select a date that best suits your convenience. However, for smaller items that don't require pre-scheduled delivery, this option may not be available.
If I am not home when the delivery arrives, can my item still be delivered?
Our items are delivered through external courier services, and for larger items, your presence or that of a designated individual is crucial. This is because a signature is required upon delivery, not just for receipt but also to inspect the item for any potential damage, which should be noted on the bill of lading. For smaller items, couriers may, at their discretion, leave the package in a secure location. Please note that if the delivery attempt is unsuccessful, especially for larger items, you might be subject to a re-delivery fee. We recommend coordinating with the courier if you foresee any issues being present on the scheduled delivery day.
I have a question about my order, how do I get in contact?
Email us at contact@topture.com.
What do I do with the pallet that came with my delivery?
We recommend keeping your pallet for 14 days of receiving your item, in case the item you received needs to be returned. If you are happy with your purchase and do not need to return your item(s), please dispose of it correctly.
Where is my order?
Please contact our customer service team who will be happy to help. You can email us at contact@topture.com.
How do I return an order?
If you need to return your order for any reason, please contact us immediately via email at contact@topture.com and we’ll provide you with all the necessary information. For more information, please visit our Returns Policy.
My order is damaged, what do I do?
Once you receive your delivery, we strongly recommend that you check the item(s) for any damage immediately. You must contact us within 24 hours of receiving your goods, by emailing us at contact@topture.com. We must receive photographic evidence of the damaged item(s). We will then provide further details and the required next steps in response. If you do not alert us within 24 hours of receiving your item(s) then we will not be able to refund or replace your item.
An item is missing from my order, what do I do?
On receipt of your item(s), please check the delivery and ensure that you have received its full contents. If you notice any missing items or other problems, please contact our customer services team immediately.
Can you leave my delivery with my neighbor?
Unfortunately, due to the average size and cost of our orders, this is not something we are able to do.
Returns
How long does the returns process take?
Once we have received your goods, please allow 5-7 days for us to process the return. We will then contact you either by phone or email to confirm that we have sent out a replacement or issued a refund. Please allow a further 5-7 days for your refund to be deposited into your bank account.
For more information, please visit our Returns Policy page, or alternatively please email our customer services team at contact@topture.com.
How do I cancel an order?
If you want to cancel your order email us immediately at contact@topture.com and quote your order number which you can find in your order confirmation email. Due to the speed we process your orders, there may be circumstances where we have already dispatched your item. If this is the case, you will be required to follow the returns procedure.
Can I order a product that isn’t on your site?
If you can’t find what you’re looking for, please contact us by email at contact@topture.com. If we don’t currently sell the product you’re looking for, we may be able to provide a quote for the item.
You are allotted a 30-day return period from the date you receive your item. To accommodate any potential shipping delays, we advise initiating the return within the first 14 days. It's important to note that some products may have specific return restrictions, including shorter return periods or being non-returnable. For a successful return, items must be in new and unused condition, with all original packaging, and must be well cared for while in your possession. For comprehensive details on our return policies, including exceptions and guidelines, please visit our Returns Policy page. If you have any questions or need assistance, please contact us at contact@topture.com.
Can I return an item after the 30-day return window?
Unfortunately not. Please also be aware that for some products the return window is even shorter after which we can’t accept returns either.
General
Do you have a showroom?
We don’t have a showroom, which means we can bring you the lowest prices as we don’t need to worry about any extra costs!
What are your opening hours?
Our call center is open from Monday to Saturday, from 9:00 am - 5:00 pm.
Do you have an item in stock?
All items displayed on our website are available for purchase. There are very rare occasions when, due to high demand, items may temporarily be out of stock. If this is the case, then we will contact you making you aware of the issue and you will be given the option of cancelling the order. Often, items are back in stock within 1-2 weeks.
Can I collect my order?
Unfortunately, we do not currently offer this service.
Do you cover third-party costs?
We are not liable to cover third-party costs, including shipping and installation costs. Once an item has been fitted, we are not able to issue a refund, and we recommend that you first contact your installer, before speaking to the manufacturer’s technical team.
Do you offer a price-matching service?
Yes, we do. To request a price match, email us a link to where you've found the lower price, including their shipping and tax.
Where can I find the dimensions for a product?
Product dimensions, where possible will be displayed on the product information page.
Are all your products guaranteed?
Yes, all products have a manufacturer’s guarantee. To find out more please visit the individual product page.
Do you have more information about a product?
All products have more information about them under ‘Specification’. This can be located on every product page. Most product pages also contain an Installation and Data Sheet directly from the manufacturer. If you still can’t find what you’re looking for or have any more questions, then please Contact Us.
There was a problem with your service.
We are sorry to hear that you weren’t satisfied with our service. Please email contact@topture.com and one of our team members will reach out to rectify the problem.