Damages, Returns, Refunds, Exchanges, and Cancellations

Reporting Damages

Please inspect the packaging of your item(s) when they arrive to ensure that you have received the correct type and version of the product. If the incorrect product type or version is shipped, DON’T TOUCH THE PACKAGING. Leave it all as it is. This will make the return process much easier and simpler.

It's also important to understand what to do if the contents of your package are damaged. If either of these scenarios occur, report the specific issue on the Bill of Lading (the document to be signed upon delivery) if provided by the shipment carrier at delivery. Reporting the issue on the Bill of Lading ensures that the fault will either be placed on the manufacturer or the shipping carrier and not on the customer (you).

If you do not need to sign a bill at delivery (like a custom lid from us shipped through UPS Insured) and you see the product or packaging has been damaged, send us pictures immediately through social chat, email at clients@toplids.com, or the phone number of your Top Lids Agent that your were communicating with at or after order. Whichever will be fasted, use that method of contact. Preferably, we need to receive photos within 12 hours of delivery. This will make the claims process go much easier and faster.

If there is an issue with the shipment, then as long as the problems with the shipment are reported accurately and fully on the Bill of Lading (if applicable), and we are notified within 12 hours at clients@twotidesaquariumsupply.com with included photos of the damages from multiple angles, we would be happy to help process a replacement for you. However, if the above conditions are not met in full, then a return cannot be guaranteed.

 

Damage Claims

If you notice any damage to the ordered products or packaging, you should follow the steps in the "Reporting Damages" section of this page. If your item(s) do arrived damaged, please send photos to clients@toplids.com and we will process a shipping claim on your behalf. The standard process after this is to go through the claims process, and once approved we will bring you up as far in our production queue as possible to produce the exact same lid for you and send to you ASAP (a time frame will be communicated to you). We recommend that if your lid is still in safe usable condition (no sharp angles formed due to damages), that you freely put your lid on your tank for the time being to protect your fish while your replacement lid is being produced.

Top Lids will only guarantee valid returns if we are notified (to the email listed above) within 12 hours of order arrival to the customer. Any returns requested outside of this window are at the complete discretion of Top Lids.

In the event of a product arriving damaged that is not tampered with except to thoroughly inspect said delivery condition, you (the Client) will have the option of an exchange for an identical replacement product (with minor measurement adjustments being okay, but no additional cutouts or add-ons). For an accurate representation of your options in the event of coverable damages, please reach out to us as soon as you can either through social chat, email at clients@toplids.com or at the phone number of your respective Top Lids Agent that you spoke with during or after order.


Cancellations & Refunds

Our standard cancellation time frame is 24 hours after time of purchase. All orders cancelled after 24 hours are subject to a 25% administration fee, whether or not your order has shipped or model has been approved (in order to cover the time of our engineers for creating your 3D Model and working on your design). Once a model has been approved, the Client is free to make modifications to their design as long as their lid has not yet been cut, but no refunds will be issued past the first refund / cancellation period. If you order has shipped, you (the buyer) will also be responsible for return shipping charges if applicable and will be obligated to send the full and complete contents of the shipment back to Top Lids. Eligible refunds will only be issued to the original credit card that you use when placing your order.

In almost all cases, eligible cancellation refunds initiated by Top Lids are processed to your bank nearly instantly. However, we always give a possible processing time of 1-3 business days in case of any extraneous circumstances. This almost never happens, but this window is essentially giving our team the time to sort out the problem in the rare event of a refund not immediately processing. In the event this does happen, we will call our bank immediately to see what the holdup is and will be in contact with you throughout the process.

Once the refund is processed through from us to the bank of the card you used for purchase, that bank will then need to process the refund in order to show the refunded balance on your bank statement. This can take anywhere from 1-5 business days or longer depending on your bank. We recommend you call or visit your bank to check what the processing time will be to receive your refund.

 

Exchanges / Store Credit

In some cases, clients may want to opt to have a lid made for a different tank (as in the case of you upgrading your tank unexpectedly, and in the unfortunate case of your current tank failing).

We are perfectly okay with helping to do this, as long as we are notified in writing that you would like to change your lid to a different tank model within 5 business days of your lid being cut. This is because we work on a schedule to produce lids off of the sheets of polycarbonate that we use, and that is when we create each layout (5 biz days from cutting). Once a lid is on a product sheet to be cut, it cannot be modified, changed, or refunded in any way. Once a model is approved, modifications can be made, but no refunds can be issued.

If an Exchange / Store Credit is desired, please reach out to us on social chat, at clients@toplids.com, or at the phone number of your Top Lids Agent and we will speak with you about next steps.

Exchanges and Store Credits are "credits" for the amount invested in your order, brought over to a separate order through Top Lids. These are eligible for all orders whether higher or lower in value than your original order. In the event that your second order is higher in value than your first order, we will provide a "Discount" on your invoice of the total amount of your original order, and bill for the difference. In the event that your second order is lower in value than your first order, you will receive the second order free of charge, and the difference amount will be held under your account at toplids.com to go towards your next purchase.

No cash, credit card, or any other payment method refunds will be issued with eligible Store Credit.

 

Terms and Conditions for Consent at Purchase

Upon placing an order through Top Lids, each Client of ours agrees to the Terms above and also agrees to follow them in good faith on both the side of the Client and Top Lids.