Tophatter Shipping Policy

Tophatter is a fast-moving, auction marketplace that provides quality shopping experiences for our users. In order to ensure customer satisfaction, sellers are expected fulfill orders in accordance with the Tophatter Shipping Policies.

What are the shipping policies?

All orders should be shipped with an approved carrier within 7 days from when the invoice was paid. All shipped orders should be accepted by the carrier within 2 days of being marked as shipped. All shipped orders should be delivered to the address listed on the invoice within a reasonable timeframe (approximately 30 days domestic, 60 days international). In addition to this, Tophatter requires all shipments to the United States to have last mile tracking. Tophatter reserves the right to block sales or close an account if a seller fails to fulfill/deliver orders on time. In addition to this Tophatter may also assess a fine for orders that violate these policies. Sellers are responsible for any refund costs and/or fines for each order.

All sales must be honored unless otherwise requested by the buyer or Tophatter. Sending notes, placeholder items, empty packages, or an item the buyer has not purchased instead of the item orders is prohibited. Tophatter reserves the right to block all sales and/or close the account if a seller is found to be violating this policy. In addition, sellers are responsible for any refund costs and/or fines for each order in violation of this policy.

What are some best practices to avoid shipping issues?

  • Ship orders promptly and with accurate tracking information. An order should only be marked as shipped with the tracking number it will be shipped with.
  • Ensure the correct items are packaged and shipped to the customer..
  • Ship only with Tophatter’s recommended carriers.
  • If an order is marked as shipped with incorrect tracking information, contact support immediately in order to correct the tracking.

What is “last mile tracking”?

Last mile tracking is when a carrier provides a delivery scan as part of the tracking purchased. We recommend reaching out to the carrier to ensure the tracking you are using for an approved carrier offers last mile tracking. Tophatter requires all US orders to be shipped with last mile tracking.

What is considered a violation of Tophatter’s shipping policies?

  1. Shipping an order with an inaccurate/invalid tracking number.
  2. Marking an order as shipped more than once.
  3. Marking an order as shipped with a carrier other than the carrier it will be shipped with.
  4. Shipping an order to an address that is different than the address on the invoice.
  5. Shipping empty packages, placeholder items, notes, or an item different from what the customer ordered.

1. Shipping an order with an inaccurate/invalid tracking number.

Examples of false tracking:

  • DHL eCommerce TBA845925224000 (tracking does not belong to DHL eCommerce, belongs to an unapproved carrier)
  • USPS 000000000000000000000000 (invalid tracking number)
  • INTERNATIONALSHIPPINGCOMPANYUN960419885CN (words can’t be used in tracking numbers, false tracking)

These are considered as false as they are either not valid tracking numbers, don’t show any shipping information, or are tracking numbers from unapproved carriers. If you are unsure if a carrier is approved please please review LINK TO CARRIER FAQ or contact Support if you have additional questions before shipping the order. Orders shipped with unapproved carriers may be assessed fines.

 2. Marking an order as shipped more than once.

The above example shows a seller changing the tracking over several days None of the previous tracking numbers show package movement, which is an indication the tracking numbers are not valid and are being used as placeholder tracking. Tophatter considers this to be a violation of our shipping policies as an order should only be marked as shipped once. If an order was incorrectly marked as shipped please reach out to Support.

3. Marking an order as shipped with a carrier other than the carrier it will be shipped with.

Some carriers may be able to track tracking numbers from other carriers, however marking them as shipped with a mismatched carrier will be be considered a violation of Tophatter’s shipment policies. If you are unsure if you are using the correct carrier, please review LINK TO CARRIER FAQ or contact Support if you have additional questions.

Example: DHL eCommerce TBA845925224000.  

This tracking number is an Amazon logistics tracking number, not DHL eCommerce; however, the seller marked the order as shipped with DHL eCommerce as the carrier, which is not the valid carrier. Orders must be marked as shipped with the carrier the tracking number was purchased from.

Example: 4PX UR032886025CN.

The tracking number is a China Post tracking number. China Post is not an approved carrier for orders from the United States and cannot be used to ship purchases on Tophatter even via 4PX. This order is in violation of Tophatter’s shipping policies as the tracking number belongs to a carrier (China Post) which is not approved for the United States.

4. Shipping an order to an address that is different than the address on the invoice.

All orders must be shipped to the shipping address listed on the invoice. If the address on the package does not match the address on the invoice the shipment will be considered in violation of Tophatters shipment policies. Sellers will be liable for any refund costs and additional fines may be issued for each order in violation of the policies.

Example: An invoice has the address Boulder CO, 80304, but tracking shows the order was delivered to Mountain View, CA 94043. As the delivery location doesn’t match the location on the invoice, this order is considered to be delivered to the wrong address and in violation of the policies set forth by Tophatter.

5. Shipping empty packages, placeholder items, notes, or an item different from what the customer ordered.

The customer should receive the item(s) described on the product listing.Shipping empty packages or an item other than what the was pictured at the time of sale is considered deceptive fulfillment and a violation of Tophatter’s shipping policies.

Customers should not receive notes for out of stock orders, gifts or wrong items. If an item is out of stock, the order needs to be refunded.

Example of an out of stock note:

Example of a note with an item other than what the buyer purchased and a gift:

Tophatter Seller Policies Overview
Tophatter Misleading Listing Policy
Tophatter False Advertising Policy
Tophatter Copyright Policy
Tophatter Shipping Policy