FAQ's

Frequently Asked Questions (FAQs)

1. Orders & Shipping

Q: How long does it take to process my order?
A: Orders are processed within 1-3 business days. Orders are not shipped or delivered on weekends or holidays.

Q: What are the cut-off times for processing and shipping orders?
A:

  • Order Processing Cut-Off: Orders placed before 12:00 PM EST on business days (Monday - Friday) will be processed the same day. Orders placed after 12:00 PM EST or on weekends/holidays will be processed on the next business day.
  • Shipping Cut-Off:
    • Standard Shipping: Orders placed by 12:00 PM EST on business days will ship the same day. Orders placed after this time will ship the following business day.
    • Express Shipping: Orders with express shipping placed before 12:00 PM EST will ship the same day. Orders placed after this time will ship the next business day.
  • Weekend & Holiday Orders: Orders placed on Saturday, Sunday, or Holidays will be processed on the next business day.

Q: How do I track my order?
A: You can track your order using the "Track Your Order" page on our website. Simply enter your order number and email address to see the status of your shipment.

Q: Do you offer international shipping?
A: Yes, we offer international shipping to select regions. Please be aware that import taxes, customs duties, and fees levied by the destination country are the recipient’s responsibility.

Q: What shipping carriers do you use?
A: We use trusted shipping carriers like USPS, UPS, and FedEx to ensure your order arrives safely and on time.

Q: Can I change my shipping address after placing an order?
A: Yes, if your order has not been processed yet, we can update your shipping address. Please contact customer support immediately.

2. Returns & Exchanges

Q: What is your return policy?
A: We offer a 30-day return policy with no restocking fees. If you're not satisfied with your purchase, you may return it for a refund or exchange within 30 days.

Q: How do I initiate a return?
A: To start a return, contact our customer support via email at contact@topbellacompany.com or call us at (929) 483-6128. We’ll provide instructions on how to proceed.

Q: Do you charge restocking fees?
A: No, we do not charge restocking fees for returns.

Q: How long does it take to process a refund?
A: Refunds are processed within 5-7 business days after we receive the returned item.

3. Payments & Billing

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay.

Q: Will I be charged sales tax?
A: Sales tax is calculated based on your shipping address and will be displayed during checkout.

Q: Can I use multiple payment methods for one order?
A: No, we currently accept one payment method per order.

Q: Why was my payment declined?
A: Payment declines may happen due to insufficient funds, incorrect payment information, or restrictions set by your bank. Please double-check your payment details or contact your bank.

4. Products & Stock

Q: Are your products authentic?
A: Yes, all our products are 100% authentic and sourced directly from trusted suppliers.

Q: What if an item is out of stock?
A: If an item is out of stock, you can sign up for restock notifications. We'll alert you as soon as the product becomes available.

Q: How do I know if a product is right for me?
A: Our detailed product descriptions and customer reviews provide all the information you need to make an informed decision. If you have additional questions, feel free to contact us.

5. Account & Privacy

Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track orders, save addresses, and access faster checkout.

Q: How do I create an account?
A: Click the "Sign Up" or "Account" button at the top of our website, fill in your details, and you’re all set.

Q: How do I reset my password?
A: Click the "Forgot Password?" link on the login page and follow the instructions to reset your password.

Q: Is my information secure?
A: Yes, we use industry-standard encryption to protect your personal information.

6. Promotions & Discounts

Q: How do I use a discount code?
A: Enter your discount code at checkout in the "Promo Code" box, then click Apply.

Q: Can I use multiple discount codes?
A: No, only one discount code can be applied per order.

Q: Do you offer first-time buyer discounts?
A: Yes, sign up for our newsletter to receive exclusive first-time buyer discounts and promotions.

Q: Can I use a discount on sale items?
A: It depends on the promotion. Check the specific terms and conditions of the discount.

7. Customer Support

Q: How do I contact customer support?
A: You can contact our support team via:
📧 Email: contact@topbellacompany.com
📞 Phone: (929) 483-6128

Our customer support team is available Monday - Friday, 8:00 am to 5:00 pm EST.

Q: How long does it take to receive a response from customer support?
A: Our team aims to respond to all inquiries within 24-48 business hours.

Q: Can I chat with a live agent?
A: At this time, we only offer email and phone support. Live chat may be available in the future.

These FAQs cover essential customer questions and reduce support inquiries, ensuring a smooth customer experience.