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Tomtop FAQ

What Does "Out Of Stock" Mean On Tomtop Website?

"Out Of Stock" – The stock is sold out and Tomtop has no stock available currently.

I Can’t Find a Product On Website Anymore is It Still Available?

If an item is no longer listed it is likely it has been discontinued however if you really liked something and you can’t find it anymore. Details, please contact Tomtop via Live Chat or email to [email protected] 

Where Do I Find More Information About Product Features?

If you are interested in an item or have bought a product and still have questions please contact Tomtop via Live Chat or email to [email protected]

Can I View Prices In Different Currencies?

You can choose to view prices in different currencies using the drop-down Currencies menu at the top of the left-hand pane of homepage. 

You can view prices in different currencies such as:

  • US Dollar(USD)
  • Euro (EUR)
  • British Pound (GBP)
  • Australian Dollar (AUD)
  • Canada Dollar(CAD)
  • Brazilian Real (BRL)
  • Russian Ruble (RUB)

My Order is Not In My Tomtop Account. Why?

There are two reasons why an order might not appear in your Order List.  

  1. The payment system encountered an error when you placed the order;
  2. You placed your order as guest (without logging in to a TOMTOP account first).

If you encounter any of the above situations, don’t worry. First, make sure that you have completed your payment by checking your PayPal account for the payment information. Then contact Tomtop by providing the transaction ID, invoice ID or your PayPal email address and customer service center will resolve the issue.

How Do I Cancel My Tomtop Order?

  1. If the order payment status is “Pending”, you can contact Tomtop to help you to change it to “Canceled” 
  2. If the order has already been paid but is not shipped out yet, you can contact Tomtop to cancel the order and get a full refund.
  3. If the order has already been sent out, Tomtop cannot help you to cancel the order. You may choose to send back the unopened products after you've received them and Tomtop will refund the money upon their receipt of the returned item(s). 

Please note that “TOMTOP.com does not pay the return shipping cost on returned items, and they aren’t also responsible for goods lost during shipment when no tracking service has been supplied.” After receiving the returned goods, Tomtop will process your refund within 1-3 business days.

Why is My Order Still In the Processing Stage Several Days After Order Completion?

If your order is still in the processing stage 48 hours after payment, it means that some items in your order are out of stock. Tomtop usually need 2-5 days to restock these items. If you still have concerns about your order, please contact Tomtop to check for you directly via Live Chat or email to [email protected]

Why Was My Order Partially Shipped by Tomtop?

There are three reasons why your order was partially shipped 

  1. Tomtop has different warehouses, Tomtop will not combine them together and will ship from the correct warehouse separately.
  2. The items are overweight and need to ship in different packages.
  3. The item is out of production or stock for a long while, Tomtop may ship the rest to you 3 first. Usually in this case, Tomtop will send email to you.

Please check your email and let Tomtop know you would change to other item or get the refund.

My Order Wasn't Shipped 7 Days After Payment, Why?

Please verify that your payment is confirmed and none of the items are back ordered or sold out. If the issue is still there then please contact Tomtop via Live Chat or email to [email protected]

Is Shipping Included In the Prices?

If products are marked "free shipping", then you will do not need to pay for shipping cost. Free shipping to the whole world. 

For products without "free shipping", Prices vary depending on product, location, shipping method and warehouse. You can check the cost on every product page.

  1. Ensure you have selected the correct shipping country in the "Ship to tab" at the top of the page.
  2. Choose shipping method after select the items .
  3. Go to checkout. You will see the shipping cost.

Can Couriers Deliver to Remote Areas?

Yes, wherever you are, Tomtop will be able to deliver the products to you.  

FedEx or DHL might in some cases apply a nominal "remote area charge". This is very rare but can happen when your delivery address is too far from the main logistics centers.

If your address is located in a remote area for the courier of your choice, Tomtop will contact you to discuss the issue. You will need to pay an extra $45 to cover the remote shipping fees from FedEx or DHL. However, if you do not want to pay any additional fees, Tomtop would suggest that you ship your order with Standard Shipping. Tomtop will refund you the difference in shipping fee.

How Do I Change My Delivery Address?

Please contact Tomtop as soon as you realize you need to change the delivery address as once it is shipped Tomtop cannot change the address. 

How Can I Trace My Tomtop Order?

You can follow your order both during processing and after it has left warehouse 

  • Processing: You can check the status in "My Orders" page in your TOMTOP account.
  • Shipped: Once your order is shipped, you will receive an email from Tomtop. In this email, there is the tracking information for your packages as well as the website in which you can trace your order at. Tracking information is also available in your Order Details page.