Cancellations & Refunds:
Topture prides itself on having one of the best return policies in the industry. Cancel any time before your order has shipped, completely free of charge (exceptions apply, including custom-made orders).
Call 1-833-419-1774 or email contact@topture.com
Frequently Asked Questions
When will I know my order has shipped?
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment. If for some reason, there is a delay in stock, we will contact you before accepting payment.
When will my order ship?
If your order is in stock and we process the charges to your credit card, it will ship within 2-5 business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at contact@topture.com.
No Shipping outside the lower 48 in the USA.
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 1-833-419-1774, the chat in the bottom right, or email contact@topture.com any time.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands include Chicago Brick Oven Etc.).
These units, are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Double-Check Your Address
To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information.
The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical for ensuring timely delivery.
We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase or if the entered address is not reachable by a semi.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged please send photos of damage, box and SKU, along with a brief description of the damage to contact@topture.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Shipping Times
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelming demand on shipping, factory/warehouse and dock workers and so on).
Order delays have proven to be unavoidable and outside of Topture's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Shipping Method
The size of this product requires flat-bed truck delivery by special appointment. This product will require off-loading from the flat-bed truck by a crane or extended forklift. The customer is responsible for arranging the offloading and transportation of the product to its final location.
Prior to shipping this product, we contact you to share shipment details and discuss any extenuating delivery circumstances that may complicate or cause additional delivery expenses.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 2 days, that is not a warranty claim.
Contact contact@topture.com for any questions.
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