Frequently Asked Questions

 At OnlyTipTop, we value your satisfaction and strive to provide a seamless shopping experience. Please review our return and refund policy below.

Eligibility for Returns

• Items must be returned within 30 days from the date of purchase using a discounted pay-on-use return label.
• Products must be unused, in their original packaging, with all tags or labels intact.

 Non-Returnable Items

Some items cannot be returned due to safety, hygiene, or product integrity, including:

• Coffee products (ground coffee, coffee pods, instant coffee) – Returns are not accepted once opened or used due to food safety regulations.
• Wellness products (supplements, vitamins, personal care items) – If opened, they are ineligible for return to ensure product safety and quality control.
• Health and hygiene products (e.g., opened cosmetics or intimate wear).
• Final sale or clearance items – These are non-refundable, as noted at the time of purchase.

  Return Process

1. Start a Return
   • Customers can return their received product within 30 days using a discounted pay-on-use return label.
   • If  an item arrives damaged, defective, or incorrect, customers must contact  us within 3 business days of receiving it, providing order details and photo proof. In this case, we will issue a prepaid return label at no cost.

         2.  Ship  the Item

• Customers are responsible for ensuring the correct packaging and label application when returning items. Failure to properly package the return may result in the item being ineligible for a refund.
• Customers will pay for the label at the carrier location once it is scanned—this ensures they only pay when they actually use the label.
• Items must be returned in their original packaging, with all tags and labels intact.

          3.  Inspection & Refund Approval

• Once we receive the return, we will inspect the product and notify customers regarding approval.

  Refund Policy

• Approved returns will be processed within 5-10 business days, depending on the payment method used.
• Refunds will be issued to the original payment method.
• Shipping fees are non-refundable except when the item was damaged, incorrect, or failed to arrive due to an error directly attributable to our fulfillment process. Refunds for shipping costs will be issued at our sole discretion.

  Missing or Undelivered Orders

If your order does not arrive within a reasonable timeframe, please contact us at info@onlytiptop.com with your order details. We will investigate the issue and provide a resolution based on the situation:

• Carrier  Delay or Lost Package – If the carrier confirms the package is lost, we will issue a full refund or send a replacement at no additional cost.
• Incorrect Address Provided by Customer –   If a package is undeliverable due to an incorrect or incomplete address provided by the customer, it may be returned to us by the carrier. In such cases, the customer will be responsible for any additional shipping fees if they wish to have the item re-shipped. Once we receive the returned package, we will issue a refund to the customer, excluding shipping fees.      If the customer wishes to provide the correct address and receive the item, they may place a new order.
• Marked as Delivered, but Not Received – If the tracking shows the package was  delivered but you did not receive it, check with your local carrier or neighbours. If the issue persists, contact us for further assistance.

  Exchanges

We offer exchanges for defective or damaged items at no additional cost.

• If you need an exchange, contact us at info@onlytiptop.com with your order details.
• If approved, we will provide a prepaid return label for eligible cases.