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When it comes to "returns" we are committed to providing our customers with the best customer service possible.
We understand that there are many reasons to return an item and we want this transaction to be an easy process for you.
Most new, unopened merchandise sold by Top Shelf Products LLC at TSPmall.com can be returned within 30 days of the purchase date, unless noted in our “Return Policy Exceptions” below.
Returns for purchases with valid proof of purchase will be exchanged, refunded back to original payment source or credited to your account via a special code used on future purchases. Refunds will be issued to the original form of payment (credit card, PayPal, etc.), unless noted in our “Return Policy Exceptions”. Returns for purchases made by gift card or special code will be refunded as an account credit via a special code.
If you are missing your receipt, we may be able to locate it quickly in our system. Please use our “Contact Form” on the contact page and provide as much details as possible and we will send a copy to you.
Original shipping charges will be fully refunded if the return is the result of an error by Top Shelf Products LLC at TSPmall.com. Items must be returned undamaged and with all components for a full refund.
Written copies of Top Shelf Products LLC’s Return Policy for TSPmall.com will be provided upon request. Please use “Contact Form” form.
Customer Support will help get you request processed as quickly as possible.
To start with use the “Contact Form” form for requesting a return, also known as (RMA) or (Return Merchandise Authorization) you must contact us within 30 days from the date of purchase. Unless the item(s) are a fulfilment or shipping error in which a request needs to be done in 5 days from the date of delivery. You still need to request an RMA for shipping and fulfilment errors to ensure proper tracking.
Return request made beyond 30 days may be refused. This is reviewed on a case by case basis with no returns to us after 180 days. Your products may have an added manufacturer warranty that came with that item. Those warranty questions would be handled by the manufacturer after the return time frame has expired. Please ask for help in contacting them if needed by using the “Contact Form” form.
Click on "Contact Form" or on contact at the top righthand side of our website and complete the form. Include your order number, full name, phone number, product(s) and item number(s) as well as any other details, including the reason you wish to return the item. If we need more details, we will contact you. We will only contact you by phone if we need to rush process your request to meet the return deadlines. Otherwise all communications will come via e-mail.
Upon approval, which will take 24 – 48 business hours (in most cases) we will provide you with the RMA number along with the correct address(es) where to return the item(s). Our items ship from warehouses all over the U.S. and in most cases, they need to be returned to that location, with some exceptions which will be included in your instructions. You will need to write the RMA number on the SHIPPING BOX LABEL (NOT ORIGINAL PACKAGING) and return it to the address(es) provided. Make sure the item(s) are well packed for return shipment. Always place all items inside a shipping box so all original packaging is protected from damage. It is always a good idea to get insurance for your returned package with the carrier you use against damage incase item(s) are damaged during return shipment. In some cases, with some carriers some insurance might be included.
It is strongly recommended that you use the “Contact Form” form and also provide us with the tracking code from our recommended shippers, UPS, FedEx or USPS when returning item(s) so we can keep track of the shipment back to our warehouse. If your item(s) are lost in return shipment, you will need to contact the shipper you used and track your shipment. We cannot control shipping times and will use your tracking code as proof of return date for your returned item(s) if provided. Your item still must be received by us in a timely manner and inspected before your refund or exchange can be processed. If your package was visibly damaged please take pictures to file a possible shipping carrier claim. If products are damaged on the inside, please take pictures incase they are needed for claims by us. In some cases we will need this information and will request them if needed.
A “Refund” will then be issued as per our return policy once the item is received and inspected by our returns department.
Please do not hesitate to “Contact Form” should you have more questions about how we handle returns.
NEVER WRITE ON ORIGINAL PACKAGING! OPEN PACKAGE WITH CARE! – This will void your return. All items must be returned in original undamaged packaging, and all items intact. Only damaged caused by the shipper we used shipping the item(s) to you will be acceptable. Photos may be required.
Defective or Damaged Major Appliances:
DEFECTIVE OR DAMAGED MAJOR APPLIANCES – Before a customer either accepts a delivery or takes an order from the freight company, major appliance products (including refrigeration appliances, washers, dryers, ranges, dishwashers and some microwaves) should be inspected for defects or damage. Once the delivery is accepted, the product may only be returned if it is found to be damaged or defective. You MUST BOTH call (833) 877-6255 or (833) TSP Mall (leaving a detailed message) and use the “Contact Form” form WITHIN 48 HOURS of acceptance to report any damage or defects.
Return Policy on Hazardous Materials
Due to safety hazards, items that use flammable liquids or gases cannot be returned through the mail, even if the item has been drained of these materials. This would include (but not limited to) items such as mowers, leaf blowers, and any items that use flammable liquids or gases. You must inspect these items for damage and return without any use. Items returned are inspected when the returned items are received. If you have used the item(s) you must contact the manufacture for warrantee claims and return locations.
Order is Damaged or Missing Parts
If an order arrives damaged, incomplete or needs replacement parts, contact Customer Support within 30 days of delivery using the “Contact Us” form for a resolution.
Custom Products, Including:
Printed clothing, custom designs, special orders.
Returns for purchases made with a gift card or special discount code will be refunded as a special refund code to your TSPmall.com account.
Returns made without a valid sales receipt may be refunded at the lowest advertised price.
Refunds over $1,000 may be refunded by check sent from Top Shelf Products LLC’s corporate office.
Special Order returns or cancellations may be subject to a 20% restocking fee if returnable.
With fulfilment or shipping errors the RMA request needs to be done in 5 days from the date of delivery. You still need to request an RMA for shipping and fulfilment errors to ensure proper tracking.
Return request made beyond 30 days may be refused. This is reviewed on a case by case basis with no returns after 180 days. Your products may have an added manufacturer warranty that came with that item.
RMA numbers can take longer then 48 hours depending on the information needed to complete your request.
If your item(s) are lost in return shipment, you will need to contact the shipper you used and start the process to locate your shipment.