General Policy
Because products may involve specialized handling, documentation preparation, packaging, and international shipping arrangements, refund and cancellation eligibility depends on the status of the order at the time the request is received.
Before Payment
Customers may cancel an inquiry at any time before payment confirmation. Product availability, documents, and shipping quotations are not binding until confirmed by both parties.
After Payment but Before Shipment
If payment has been completed but packing, documentation preparation, or shipment arrangement has not begun, customers may contact support to request cancellation review. Processing fees, bank fees, exchange fees, or service charges may be deducted where applicable.
After Shipment or Carrier Handover
Once an order has been packed, shipped, handed to a carrier, or placed into an export/shipping process, cancellation may not be available. Refunds are generally not available for orders delayed, inspected, refused, seized, returned, or restricted due to customs, import rules, inaccurate customer information, or local regulatory issues.
Damaged, Incorrect, or Missing Items
Customers should inspect packages promptly after delivery. If an item appears damaged, incorrect, or missing, contact support as soon as possible with clear photos, package images, order details, and tracking information. Replacement or resolution will be reviewed case by case.
Customer Information Errors
TopTong is not responsible for delays, losses, returns, or failed delivery caused by incorrect address, incorrect phone number, unavailable recipient, refused delivery, or failure to cooperate with customs or carrier requirements.
How to Request Review
Send your order reference, product name, tracking number, photos if applicable, and issue description by WhatsApp or email at [email protected]. The support team will review the case and respond with available options.