Refund policy

Last updated: March 5, 2026

We want you to love your topl. If something isn’t right, we’ll make the returns process as straightforward as possible.

Return window

You may request a return for eligible items within 14 days of the date your order is delivered.

Once your return is approved, you’ll receive return instructions. You must ship your item back within 14 days of receiving those instructions.

What’s eligible for return

To be eligible for a return, items must be:

  • Unused and in the same condition you received them
  • In the original packaging, with all parts/accessories included
  • Requested within the 14-day return window

Eligibility examples (to avoid confusion)

  • OK to return: unopened/unused cup, unused lid, unused accessory in original packaging.
  • Not eligible: used cups/lids (including items that show signs of use, washing, odor, staining, scratches, or missing parts), items returned without original packaging, or items returned outside the return window.

Personalized items

Personalized items are final sale and are not eligible for return or refund, unless they arrive damaged or defective, or there is an error on our part (for example, the personalization does not match your order details).

How to request a return (no portal required)

  1. Email us to request a return:
    • Email: hello@toplcup.us
    • Include your order number, the item(s) you’d like to return, and the reason for the return.
    • If the item arrived damaged/defective, please include photos of the item and packaging.
  2. Wait for approval and return instructions. Please do not send items back without approval, as we may be unable to process them.
  3. Ship your return within 14 days of receiving our instructions.

Return shipping costs

  • Customer-paid returns: Return shipping costs are the customer’s responsibility for non-defective returns.
  • Damaged/defective or incorrect items: If we confirm the item is damaged/defective or we shipped the wrong item, we’ll make it right (typically via a replacement, refund, or a return shipping solution depending on the case).

Refunds

Once your return is received and inspected, we’ll notify you of approval or rejection.

  • If approved, refunds are issued to your original payment method.
  • Please allow up to 3 business days for us to process the refund after inspection.
  • Depending on your bank/card issuer, it may take up to 10 business days for the refund to appear on your statement.

Original shipping charges

Original shipping charges are non-refundable unless the return is due to a confirmed defect, damage, or an error on our part.

Partial refunds

Partial refunds may be issued for items returned in non-original condition, with missing parts, or with packaging damage that affects resale value.

Exchanges

We do not offer direct exchanges at this time. If you’d like a different item/color, please request a return (if eligible) for a refund and place a new order.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us at hello@toplcup.us as soon as possible (and within 14 days of delivery). Include your order number and photos so we can help quickly.

Sale items & gift cards

  • Sale items: Sale items may be final sale unless stated otherwise. If a sale item is eligible for return, it must meet the same eligibility rules above.
  • Gift cards: Gift cards are non-refundable.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of the return once it’s received and inspected (where applicable). If the item was not marked as a gift, the refund will be issued to the original purchaser.

Late or missing refunds

If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company (it may take time before a refund is officially posted).
  3. Contact your bank (processing time can vary).
  4. If you’ve done all of the above, email us at hello@toplcup.us.

Important notes

  • Address accuracy: Please ensure your shipping address is correct at checkout. If a package is returned due to an incorrect or incomplete address, additional shipping fees may apply to resend it.
  • Order changes/cancellations: We begin processing quickly and can’t guarantee changes or cancellations once an order is placed.
  • Chargebacks: If you have an issue with your order, please contact us first so we can help. Chargebacks may delay resolution while the dispute is reviewed.

Questions?

Email us at hello@toplcup.us and we’ll help.