Frequently Asked Questions

Frequently Asked Questions

General Inquiries

What if I need to change my shipping address or cancel an order?

Such changes/cancellations can be complicated once our warehouse has processed your order. If you need to change or cancel your order, please message us immediately or contact us here.

What do I do when I encounter an error when placing an order?

Sometimes you might encounter an error at the checkout page due to multiple attempts to achieve an approved transaction, a mismatch in the billing address for the payment method. For security purposes, our system has a built-in fraud analysis to avoid suspicious orders and fraudulent transactions.

If you are encountering this issue, you can try a different payment method, or contact your financial institution for more information about your account. If you tried making your payment too many times, you will have to use a different device to make the payment, or wait 24 hrs to try again. If you are encountering a different error when placing your order, the best thing to do is to contact us here.

I haven't received a shipping notification email, everything OK with my order?

99% of the time, yes! If you also did not receive a confirmation email, it is possible that you only provided a phone number for your order at the time of checkout. If this is the case, check the SMS messages on your phone for more information.

If you did provide an email address for your order, it could be possible that there is a delay in the system that sends this information after the order is shipped. Orders are usually fulfilled 1-2 days after you create the order, but this time is known to extend to about 3 days during the holidays. If you haven't received any confirmation or shipping emails for your order after a week of placing the order, let us know.

My order is not moving according to the tracking, what to do?

If your item seems to be stuck in one location while 'In-transit' for more than a week, we highly advise you to contact your local postal service provider and/or your customs office for updates on your package.

If your item remains in 'Pre-shipment' status for more than a week, message us immediately or contact us here

Why is my discount/coupon code not working?

This usually indicates one of the following: There is a typo in the code you entered. Check to see that the code is correct. You have already entered one other discount code (Sale codes, store credit codes, discount codes, anything that will adjust the total of your order, only one code per order) It is possible that one or all of the items in your cart are not eligible for the discount. If none of the above apply to your situation, reach out to us via chat, for the quickest assistance during business hours.

Product FAQ

What do you mean by handcrafted sunglasses, is this the same thing as hand-made sunglasses?

Handcrafted sunglasses means it is assembled by hand but some parts involve the use of machinery, so they aren't considered 100% handmade sunglasses but they would be considered handcrafted!

What does UV Protection mean?

Not just fashion, but also protection. UV Protection implies that the sunglasses are fitted with UV400 lenses. They are designed to filter out more than 99.9% of harmful sun rays to your eyes, making this accessory a life saver.

All of our sunglasses are UV400 protected. By wearing our sunglasses, you are blocking all light rays with wavelengths of up to 400 nanometers. (This covers all of UVA and UVB rays)

What about 'Polarized'?

Polarized sunglasses are specialized eyewear designed to reduce glare from surfaces such as water, snow, and glass. Glare distorts the true color of objects and makes them harder to distinguish. The main difference is that polarized lenses are designed specifically to block the glare from reflected light while non-polarized lenses only block intense light.

Do you do prescription lenses/glasses?

Yes, we do! Purchase your pair here (click me!)

Sales & Return FAQ

What is your return/exchange process?

You must fill out the return request form .

Your request will be reviewed, and you will be notified about the approval or rejection of your return request.

For more details, visit our Return Policy page. You will have the option to purchase a return shipping label from us, or you can also purchase your own with your carrier of choice.

If you purchase your own shipping label, please email Returns@TopFoxx.com with your First + Last name, order number and return tracking number. This will help us process your return a lot faster.

Once your return is delivered and processed, you will receive an email notifying you that your refund has been processed, or an email with your store credit code.

How long does it take to get my refund?

Normally, it should take 15-20 days after delivery (once we received the item back). If you haven’t received a refund yet, first check your bank account. There is often some processing time before a refund is posted. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund yet, please contact us at Returns@TopFoxx.com. Refunds take about 2-3 weeks during peak season due to higher than normal volumes.

For more details, visit our Return Policy page.

Am I eligible for a refund/exchange?

Returns should be postmarked within 15 days to be eligible for a refund. For exchanges and store credits, you will be eligible as long as you are within 30 days of delivery (from the date your package was delivered at the shipping address). If the item you received came with any defects/damage, please contact us . For more details, visit our Return Policy page.

Shipping & Payment

Do you ship outside the United States?

Absolutely! We ship worldwide.

How long does it usually take to get my order?

Once payment is verified, we ship out all orders within 1-2 business days (this does not include weekends/holidays). Any express shipping, generally ships the next day. U.S. Standard option takes 4-5 business days. U.S. Economical Shipping option takes 5-10 business days. U.S. Express will say in checkout to your address. (Usually 2 business days) Canada shipping takes approximately 7-15 business days depending on location. United Kingdom takes approximately 7-15 business days depending on location. All DHL International Express Shipping takes (3-5 days). All other international orders can take anywhere from 15-20 business days.

What if my order never arrives or is stolen?

If your order never arrived, contact the carrier to file a claim for more information on delivery details. Unfortunately, we only have as much information as the tracking page shows. If the package was stolen, please contact your local police department to file a report. Once you have done this, and did not successfully retrieve the lost or stolen package, please contact us.

Do I have to pay for international taxes & duties?

Any import duties or fees the recipient is charged by the shipping company or their country's customs agency is the recipient’s responsibility, NOT Topfoxx, and for any delivery delays associated with such fees. We cannot provide an estimate on how much this may be, as the shipping carriers don't provide this to us. We have no say with your country's customs and import agencies. If the product is never picked up and sent back by shipping carrier, you will be refunded for the product minus the real cost of shipping and handling. ****
If your order seems to be taking longer than anticipated, as well as for any further questions on shipping:
Send us a message
Or contact us here.

Sustainable

What does it mean to shop sustainable?

By purchasing our sustainable collection, you are helping the planet by acquiring a product that is made from sustainable resources that won’t hurt the environment.

Together, We’re making a positive impact on the environment - cheers!

What makes the sustainable collection Eco-Friendly?

Our sustainable collection is manufactured with a materials produced from plant based materials, and recycling, making them eco friendly and biodegradable. Coupled with sustainable green warehousing and shipping practices, we’re reducing the carbon footprint on our planet!

Currently, we offer three sustainable products made from one of the following:

• Recycled Plastic - This helps us reduce greenhouse gas emissions into the atmosphere.
• Castor Beans - A biodegradable material that will not release toxic chemicals into the environment if it ends up in a landfill.
• Metal - This material is reusable and durable, extending the life of the material in your product, meaning less waste.

Are all Topfoxx products sustainable?

We aim to reach 100% sustainability soon, but in the meantime, we are proud of our commitment to our planet, without losing the high-quality that we and our customers have grown to love.

How Sustainable are the products from the sustainable collection?

Our eco friendly rislan and recycled plastic products are currently 85% sustainable, while our metal frames are, on average, 55% sustainable. All are manufactured with eco-friendly recycled materials and distributed in sustainable green warehousing and shipping practices.
The remaining 15% is in the lenses, which we are working on converting to sustainable soon.

We’re constantly working to improve and aim to be the most ethical, responsible and sustainable version of ourselves.
Won't you join us?.

EcoCart

What does carbon neutral mean?

When we say orders will be “carbon neutral” (“net zero” is another term you’ll hear), that means that EcoCart will eliminate, capture, or otherwise mitigate all of the carbon emissions created from making our products and shipping them to your door.

What is a carbon neutral order?

Carbon neutral shipping refers to the practice of eliminating the environmental damage from shipping a specific package by offsetting the footprint through carbon offsetting projects.

What is a carbon offset?

Carbon offsets are a practical and effective way to reduce the effects of climate change by funding wind, solar, and other renewable energy projects. You can see the projects we support here.

How does a carbon offset project work?

When you pay a bit extra to make your order carbon neutral, you fund projects that reduce greenhouse gas (GHG) emissions like protecting forests or building wind farms. Carbon offsets let you pay to reduce the global GHG total instead of making radical or impossible reductions of your own.

But not all carbon offset projects are created equal. EcoCart's projects offer laboratory and field testing with third-party verification and site visits to ensure the most accurate calculation of greenhouse gas reductions. These credits are measured in metric tons (tonnes) of carbon dioxide equivalents (mtCOâ‚‚e). EcoCart then evaluates the implementation of the methodology and confirms that the project uses the majority of the proceeds from carbon for growth and not profit.

Do carbon offsets really work?

Carbon offsets work by way of paying for others to reduce emissions or absorb carbon dioxide in an effort to compensate for your own emissions. Not all carbon offsets are created equal, so there are third-party agencies and nonprofits that work to independently verify claims made by carbon offsetting projects. Carbon offsets that are verified by organizations like the American Carbon Registry, Gold Standard, and VERRA have been scientifically proven to reduce carbon in the atmosphere. While carbon offsets are far from a perfect solution to human-generated carbon emissions, by offsetting the emissions associated with shipping and e-commerce, there is a net positive result on the environment, which works to reduce the impact of climate change.

What does it mean when a package is carbon neutral?

When a package is carbon neutral it means that there was not any net new carbon produced when that package was shipped and delivered to its final destination. Any package emits carbon on it’s journey to your door, especially when it’s being transported via delivery truck, air, or freight. A carbon neutral package does not emit any excess carbon because the carbon created from shipping this package is offset by purchasing carbon offsets that fund carbon offsetting projects.

Will this impact my shipping?

When you buy an offset, you fund projects that reduce greenhouse gas (GHG) emissions like protecting forests or building wind farms. Carbon offsets let you pay to reduce the global GHG total instead of making radical or impossible reductions of your own. You can think of it like a "donation" to a project that will reduce harmful carbon dioxide from the environment, and it will not at all impact your shipping whatsoever.

What’s the difference between planting new trees and protecting existing forests?

Oftentimes, protecting existing trees is better for the planet than planting new ones. Of course, that doesn’t mean don’t plant trees, just that we should focus first on protecting the ones that already exist. Think of a newly planted tree like a child. It has the potential to help stop climate change once it grows up and matures, but that takes decades. And in the meantime, there’s a lot working against it. Young trees are small, which means they can’t hold much carbon, even combined with thousands of other small trees. It takes newly planted trees at least 10 years to reach their maximum carbon sequestration rate—the point at which they can absorb the most tons of carbon from the atmosphere each year. Young trees are weaker and need to be nurtured. You can’t just plant it and forget it. How many trees survive is more important than how many trees are planted.

How does EcoCart work?

We direct the carbon offset funds to certified carbon offset projects like planting trees or building wind farms. We have scoured the globe for carbon offset projects that are truly additive (meaning new), permanent, and without unintended consequences (i.e., creating more carbon elsewhere, like a game of Whack-a-Mole). All of our projects are independently certified to internationally recognized standards. In addition to carbon reduction, we pride ourselves on the fact that we are helping to fund projects that include an element of social good such as protecting an endangered species of animal, or creating local jobs.

Why was there this Carbon Neutral Order Product added to my cart?

When you click the checkbox to make your order carbon neutral, EcoCart adds a product to your cart in order to increase your cart total so we can fund certified carbon offset projects. Our store has a “closed cart system” meaning the only way to increase the cart total is to add this product to your cart. It is not a physical product, and won’t show up in your order when you receive it, but you will receive information about your impact through email!

How do you find the emissions of each order?

A robust algorithm calculates the carbon emissions from both manufacturing and shipping each unique order by looking at variables such as raw materials, manufacturing process, product weight, shipping distance, and more.

QUESTIONS STILL UNANSWERED?

Get in touch with us.
We look forward to hearing from you!

We look forward to hearing from you!

We look forward to hearing from you!