Shipping
When will I get my order?
Usually, it takes 2–5 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location and the product you purchase, but can be estimated as follows:
- USA: 2–5 business days
- International: 5–20 business days
Each product has its specific shipping information available under the product’s Shipping tab.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at support@topcustomlab.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but the new order would be at your expense.
Orders
How are your products made?
We work with a trusted print-on-demand partner. Our custom puzzles are produced and shipped exclusively from the United States, ensuring high quality and efficient delivery. For other products, we use global facilities to fulfill orders based on your location for faster service.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@topcustomlab.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this quickly, please email us at support@topcustomlab.com within a week with photos of the damaged product, your order number, and any other relevant details. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@topcustomlab.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@topcustomlab.com with photos of wrong/damaged items, and we’ll sort that out for you.
Can I exchange an item for a different size/model?
At this time, we don’t offer exchanges.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@topcustomlab.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Any other questions?
Get in touch with us support@topcustomlab.com