Refund policy

We would rather fix a problem than argue about one. Here is exactly where you stand.

Calling off an order

Email topbackup77@gmail.com within 24 hours of ordering and we will stop it and refund you in full. Past that point the order is usually already packed and moving, and we may not be able to pull it back. The same 24-hour window applies to correcting a delivery address or swapping an item.

Sending something back

You have 30 days from delivery to start a return. Contact us first and wait for confirmation and a return address. Parcels that turn up unannounced cannot be matched to an order and may be refused.

To be refunded, an item needs to come back unused, in the box it arrived in, with any protective wrap still on it, and with a tracked service. Anything showing scratches, marks or signs of having been put to work cannot be accepted. Gift cards and clearance items are not returnable.

Who covers the postage

If you simply changed your mind or ordered the wrong thing, the return postage is on you and is not refunded. If the fault is ours, it costs you nothing.

Broken, faulty, or just plain wrong

Tell us within 7 days of delivery. Send your order number, what arrived, what should have arrived, and photographs of the item plus the outer box if that was damaged too. Once we have confirmed it, we send a replacement at our cost, and in most cases we will not ask for the original back.

Swaps

We do not run direct exchanges. Return the original through the process above and place a fresh order for what you actually want.

Getting your money back

Approved refunds go back to the card you paid with, normally within five to ten working days of the return reaching us. Your bank sets the pace of the last step, not us.

Talk to us

topbackup77@gmail.com · +1 (530) 863-1458 · weekdays 8:00 AM to 6:00 PM ET