Shipping Policy – Toplite

Delivery Times

Processing Order: Once an order has been placed, we will aim to dispatch your order within 48 hours (dispatch time may vary depending on availability of stock in which we will contact you to advise of any delays.)

Dispatch: Once the order has been dispatched from our warehouse, we will send you a confirmation email to notify you that the order has left our warehouse and is on the way.

Tracking: Usually if there are any tracking information such as tracking numbers or links provided by the freight company we will include them in the confirmation email once it has been dispatched.

From there, you will be able to track the order and get an ETA on the delivery.

Local Pickup

You are welcome to come and pick up your order from our warehouse.You should receive an email notifying you once your order is ready and available for pickup. If you would like to check on the availability of your order, you can always ring or email to check with us and we will be able to let you know if your order is ready.

Shipping Restrictions

Due to the size of certain products, we are unable to deliver to PO boxes. If you are living in certain areas where our freight company does not service, we are unable to post to certain areas. Contact us if you would like to check if we can service your area.

Freight Return

If your order has already been dispatched or delivered and you no longer want the item or you have chosen the wrong product, the item must be returned in the original packaging and condition it was received. Once the item has been received, we can then refund the amount paid for the product, excluding freight. Freight cost is non-refundable under any circumstances.

Wrong Item Delivered

In the unlikely event we dispatch the wrong product to you, let us know as soon as you can, ideally within 3 business days of receiving your delivery. Please avoid ripping apart the box and keep all packaging materials and pack the item back up as close to its original condition as possible. We will offer to send you the correct item and arrange for the return of the incorrectly shipped item at no cost to you.

Damaged In Transit

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, and contact us immediately. We’ll forward your feedback to our delivery partners and manufacturers to ensure our service and the quality of packaging is improved.

If you find any damages after opening the package, please take photos or videos showing the damages and contact us within 3 days of receiving the item.

The type of solution we offer will depend on the circumstances. We will work closely with you to find a suitable outcome that you’re happy with. For example we may arrange to:

Suggest a self-repair (with an offer of compensation to you)
Offer a partial or full store credit voucher or refund
Replace the product (subject to availability)
Arrange for the product to be returned to us or our supplier