FAQS
1. What if my order is delayed?
If your order is taking longer than expected, please contact our Customer Service department at notice@itopmed.com. We'll address this immediately and work with our courier partners to arrange for your shipment as quickly as possible.
2. What if my order hasn't arrived?
Shipping delays can sometimes occur. If your package doesn't arrive within the timeframe specified on Itopmed.com, please contact our Customer Service department at notice@itopmed.com and we'll be happy to assist you.
3. What if my order is missing?
If there are any items missing from your order received on Itopmed.com, please contact our Customer Service department at notice@itopmed.com and we'll be happy to assist you.
4. The size I want is sold out. What should I do?
Found a style you like, but it's currently out of stock? Don't worry! Our Customer Service team is always here to help. Simply contact us via email and we'll check to see if it's back in stock soon. We're happy to help!
5. How long will my refund take?
After your item has been inspected by the store, your refund will typically be issued within 10-20 business days of the package's arrival at our warehouse. We won't notify you once the package arrives, so we recommend saving your tracking number to track your package. This will also help you schedule your refund. If you don't receive an email notification from us within 20 business days of the package's arrival, please let us know.
6. How do I check my order status?
Your order confirmation email contains all the details of your order: order number, shipping method, and shipping/billing address. Once your order has shipped, you will receive a shipping confirmation email with your tracking number. If you don't see this confirmation email, please check your spam/junk folder.
If you have any further questions about your order, please contact our customer service.
7. Can I make changes to my order?
Once the order status is "Processing," it cannot be changed. You must wait until you receive your item before making a return.
8. How do I return an item?
If you're not satisfied, you may return new, unworn, unwashed, full-price merchandise for a refund within 30 days of receipt.
8.1. Select the item you want to return in "My Order Details" and click the "Request Return" button. To return any purchased but unused or unworn item, you must submit a return request within 30 days of receipt.
8.2. Obtain an authorization code and return address.
8.3. After submitting your return request, you can print an authorization code label from the order page. Carefully package the item using your own shipping materials and attach the label to the outside of the package. Keep the item secure in the packaging, as it is your responsibility to deliver it to us in the same condition it was received.
8.4. Use the shipping label provided in the package.
8.5. Prepare your package and include all products to be returned, adhering to the product conditions and the return form.
8.6. Attach the return label, ensuring the barcode is visible.
8.7. Please promptly deliver your item to the nearest post office or your local postal agent and update your tracking number.
9. Can I cancel my order?
We understand—plans change. If you need to cancel your order before shipment, we're here to help. At Itopmed, we're committed to getting your items to you quickly. Therefore, any downtime we can experience is minimal. Please contact our customer service team as soon as possible by emailing notice@itopmed.com, and we'll be happy to assist you. However, if your order progresses too slowly or we're unable to contact you in time, your order will be shipped.
10. Do you offer international shipping?
Yes, and we offer free international shipping.