ORDERS


Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if
you have an account with us:
 Quick checkout process
 Easily view your order status and order history
 Receive updates detailing our new releases and special promotions

What if I forgot my password?

On the login page, click “Lost password?” and you’ll be redirected to a
page where you can create a new password.

What if I typed the wrong email address?

Please contact us so we can change your email address. We can change
your email address, name, and address but we cannot change your order.

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is
based in another currency, your order total will be calculated in
accordance with the daily exchange rate of the date your card issuer
processes the transaction.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal
payments. We do not accept personal checks, money orders, direct bank
transfers, debit card payments, or cash on delivery.

How secure is my online order?

VIP Top Cats adheres to highest industry standards to protect your personal
information. Your credit card information and personal details are encrypted during
transmission using SSL (secure socket layer technology), which is widely
used on the Internet for processing payments.
We don’t sell, lease or otherwise distribute any personal customer
information. Card provider's network, where your card and transaction is authorized
and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or
decline the order, or any portion thereof, in our sole discretion, even after
the Customer receives an order confirmation or after the credit card has
been authorized. If the credit card has already been authorized for the
purchase and the order is canceled, we will issue a credit to the original
method of payment.
Any cancellation made after an order has been placed, will be subject to a
cancellation fee of USD 0.50 regardless of the time the order has been
placed (even if it is just a second later) as the merchant processor/credit
card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped
cannot be cancelled.

How do I set my shipping address?

Since our website and service are based on English, all the information
that you typed in is required to be English input method, including
punctuation's. If certain letters of your address contain Non-English
letters, you are advised to use the similar English ones instead. For
example, you may change letter "?" to "c".
Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the
order has been processed or shipped. Kindly update your shipping
address to your residential address instead of your vacational address as
we do not know how long the destination's customs department will have
the package on hold.

Where do your products come from?  

We have US and Non-US warehouses all over the world handling our shipments. Since we are a global company, we choose the nearest factory.  We use this method to bring you the lowest prices possible.

What carrier's do you use to ship orders?

All U.S. orders are shipped via USP/USPS.

What are the shipping times?

Due to high demand of our products, please allow 12-21 days for
delivery. If your order hasn’t arrived inside the estimated delivery times, please
contact our support team at sales@viptopcats.com

When will my orders ship?

Orders are usually processed and shipped within 3-5 days of purchase.
We do our very best to get the product to you as soon as possible. With
such huge demand on these products, we have warehouses all over the
world to handle the extra demand. You should get a tracking number in
your email once it ships. We know you are looking forward to your
awesome purchase. One thing we guarantee, is product delivery.
Customer service is the backbone of our company.

Where is my order?

Thank you for your message. Orders are usually processed and shipped
within 3-5 days of purchase. We do our very best to get the product to
you as soon as possible. With such huge demand on these products, we
have warehouses all over the world to handle the extra demand. You
should get a tracking number in your email once it ships. We know you
are looking forward to your awesome purchase. One thing we guarantee,
is product delivery. Customer service is the backbone of our company.

I ordered multiple items, why did i only receive one?

Often, when you order multiple items, different distribution channels are
being utilized. As such, many times each item will be shipped separately.
You may receive one item before the next. We try and get the product to
you as soon as possible as we know you are eager to receive your items...
Hence we ship whichever item is ready.So don't panic if you don't receive
all of your items at once.They will surely get to you.

How do I track my order?

We will email your tracking information as soon as your order has
shipped. Usually you will receive the tracking number one day after we
have shipped your order.
You can track your order here (your track order page).

What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately.
When will my order be processed?
All orders are handled and shipped out from our warehouse . Please allow
extra time for your order to be processed during holidays and sale
seasons.
We processes orders between Monday and Friday. Orders will be
processed within 2-3 business days from the order date and shipped the
next day after the processing day. Please note that we don't ship on
weekends.
Please contact us if you do not receive tracking confirmation after 5
business days from the day you completed your payment.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means
you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your
order arrives to its final destination, which are determined by your local
customs office.
Payment of these charges and taxes are your responsibility and will not be
covered by us. We are not responsible for delays caused by the customs
department in your country. For further details of charges, please contact
your local customs office.

RETURNS:

How do I return an item?

If you are not happy with your purchase and wish to return an item,
please contact us within 30 days from receiving your order. Please
provide your order number as well as the reason for your return. Our
customer service team will review the return request and will send further
instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns
must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the
responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received
merchandise that is incorrect, missing, and/or defective. Please include
your order number, photographs of the item(s) and all related references
upon receiving your package. We will do our very best to resolve your
case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we
receive your return. We will email you to confirm once your return has
been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid
by credit or debit card, refunds will be sent to the card-issuing bank
within 7-10 business days of receipt of the returned item or cancellation
request. Please contact the card-issuing bank with questions about when
the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the
refund is posted to your account.

Thank you so much for your trust!