My order hasn't been shipped 7 business days after paid.

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 us via Live Chat or email to support@tomtop.com.

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. We usually need 2-5 days to restock these items. If you still have concerns about your order, please contact us to check for you directly via Live Chat or email to support@tomtop.com.

My order is not in my TOMTOP Account.

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 us by providing the transaction ID, invoice ID or your PayPal email address and our customer service center will resolve the issue.

Why was my order partially shipped?

There are three reasons why your order was partially shipped：

1. We have different warehouses, we 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, we may ship the rest to you first. Usually in this case, we will send email to you.

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

How do i change my delivery address?

Please contact us as soon as you realize you need to change the delivery address as once it is shipped we can’t change the address. please contact us to check for you directly via Live Chat or email to support@tomtop.com.

How do I cancel my order?

1. If the order payment status is “Pending”, you can contact us 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 us to cancel the order and get a full refund.

3. If the order has already been sent out, we cannot help you to cancel the order. You may choose to send back the unopened products after you've received them and we will refund the money upon our receipt of the returned item(s).

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

How can i trace my order?

You can follow your order both during processing and after it has left our 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 us. 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.

72 hours passed, but the order was not sent, please, pleaseAN17L24L2311-HKNP31

Quote :Posted 12 hours ago

72 hours passed, but the order was not sent, please, pleaseAN17L24L2311-HKNP31

HelloИосиф ,

Your order has been dispatched with tracking No.RO587941935CN, Please check updates via this link: http://www.17track.net/en

It takes 5-7 working days for update tracking information, please check it few days later. Hope you can get it earlier.

AA17K26F1336-RNM8F5

Any news ?

Preciso da fatura comercial da compra que fiz com o número BN17K17M2150-L79G2T

Quote :Posted 12 hours ago

Preciso da fatura comercial da compra que fiz com o número BN17K17M2150-L79G2T

Olá Deodato, Nós enviamos uma nota fiscal para você, verifique seu e-mail em primeiro lugar. Qualquer necessidade, envie um e-mail para support@tomtop.com, muito obrigado.

Quote :Posted 14 hours ago

AA17K26F1336-RNM8F5

Any news ?

HelloSULAIMAN ,

Your order has been sent out with tracking no.RL907643928CH, please check updates via this link:http://www.17track.net/en/track?nums=RL907643928CH&fc=0

Here is the latest updates:

2017-12-28 22:49

Asendia SCL Germany, Departed transit country

You will receive the item within 7-15 working days if everything goes well. Hope you can get it earlier.

Good evening, my Order (CA17L01J0057-7LZU6N) is still not arrived !!!! How it’s possible ???

Please fix it.

Thanks a lot

Regards

Quote :Posted an hour ago

Good evening, my Order (CA17L01J0057-7LZU6N) is still not arrived !!!! How it’s possible ???

Please fix it.

Thanks a lot

Regards

HelloPierre-antoine Zaïti,

Here is the latest updates of your parcel:

2017-12-23 00:00

LE MANS LIBERATION BP, Horaires et adresse, Attend d'être retiré au guichet

Could you kindly contact your local post office with your full name and tracking number #RU116959288NL ? 

I received the order AN17K24K1903-N63Q4Y. Why do not you notice that it's delivered?