Customer Service Policy

Return & Exchange Policy

This policy explains return eligibility, exchanges, cancellations, fees, and refund processing for Top Jacket Store orders. Please contact us before sending any item back so we can review your request and provide the appropriate next steps.

30 Days
Return requests for eligible standard products must be made within 30 days of delivery.
Contact First
Returns must be approved before an item is mailed back.
$25 Fee
A $25 restocking fee applies to all approved returns.
15 Days
Refunds are processed within 15 days after the returned item is received.

Returns for Eligible Standard Products

Eligible standard products may be returned for defective or non-defective reasons when the request and item meet the requirements below.

Return Eligibility

A return request for an eligible standard product must be submitted within 30 days after delivery. The policy accepts eligible returns for both defective and non-defective products.

Only products that are new and in the same condition in which they were received are eligible. This includes products that remain unopened in their original packaging or have never been used.

How to Request a Return

  1. Contact Top Jacket Store within 30 days of receiving the order through our Contact Us page or email support@topjacketstore.com.
  2. Provide your order number, the reason for the request, and relevant photos where applicable.
  3. Wait for return instructions before mailing the item. Returns sent without prior contact and approval will not be processed.

Return Conditions

  • The item must be new, unused, and in the same condition in which it was received.
  • Original tags, bags, labels, and packaging must remain intact and untorn where applicable.
  • The item should be free from odors and pet hair, neatly folded, and securely packaged.
  • Approved returns must be sent by mail using the instructions provided by our support team.

Return Shipping and Fees

The customer is responsible for return shipping costs and arranging or purchasing the return label.

A $25 restocking fee applies to all approved returns. This restocking fee is separate from the customer’s return shipping and return-label costs.

Custom and Personalized Items

Personalized or custom-made items are not eligible for return or exchange unless there is a clear manufacturing defect.

Customer-provided body measurements and personal fit preferences are not manufacturing defects. Customers should review our Size Guide and contact us for measurement guidance before or after ordering when needed.

Once production of a custom or personalized item has started, the order cannot be canceled. Available customization information can be reviewed on our Customize page.

Exchanges, Cancellations, and Refunds

Please review the applicable process before requesting an exchange, cancellation, or refund.

Exchanges

For eligible standard products, an exchange may be requested when an item is the wrong size or color. Please contact us before returning anything.

The quickest option is to place a new order for the replacement and return the unsuitable item under the approved return process for a refund. If a direct exchange is approved, the replacement is sent after the returned item is received.

For damaged or incorrect items, please allow us to review the issue and consider inspection, repair, or replacement before a refund is requested.

Exchange processing may take a few days to a couple of weeks, depending on shipping time and any approved customization. When placing a replacement order, other items may be added so they can be shipped together as one combined order.

Cancellations

Customers may cancel an order within 48 hours of purchase without providing a reason. To request a cancellation, contact our support team as soon as possible.

After the 48-hour period, a restocking fee applies to any cancellation that can still be accepted. Custom or personalized orders cannot be canceled after production has started.

An order cannot be canceled after it has been shipped. If the order is eligible, the return process may be requested after delivery.

Refund Processing

Refunds for approved returns are processed within 15 days after the returned item is received.

All transactions and refunds are processed in United States dollars (USD).

Important Notes

  • Do not return an item without contacting Top Jacket Store and receiving return instructions first.
  • Fit preference or measurements supplied by the customer are not considered a manufacturing defect.
  • For general dispatch and delivery information, review our Shipping & Delivery Policy.