Frequently Asked Questions
Ordering & Products
Are Top Water Walkers products made to order?
Yes. Our products are produced on demand by our trusted fulfillment partner. Because each item is made after your order is placed, please allow time for production before your order ships.
How do I choose the right size?
Please review the sizing information provided on each product page before ordering. Because our products are made to order, we cannot guarantee a refund or replacement when the incorrect size is selected by the customer.
Can I change or cancel my order after I place it?
Orders are sent to production quickly. Cancellation requests must be made within 1 hour of placing your order. Once an order has entered production, it may no longer be possible to cancel or modify it.
Shipping & Tracking
How much does shipping cost?
Shipping charges are calculated based on the products and quantities in your order and will be displayed at checkout before payment is completed.
How long will my order take to arrive?
Delivery estimates include both production and shipping time. Production and fulfillment times may vary depending on the product, order volume, and fulfillment location.
While we work hard to get orders to you as quickly as possible, delivery dates are estimates and cannot be guaranteed. Delays may occasionally occur due to carrier delays, weather, holidays, high order volumes, or other circumstances outside of our control.
Will I receive tracking information?
Yes. Once your order ships, tracking information will be provided when available. Please allow time for the carrier's tracking system to update after your shipping confirmation is received.
What if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address at checkout. Please review your address carefully before submitting your order.
If you notice an error after placing your order, please contact orders@topwaterwalkers.com
as soon as possible. Because orders may enter production quickly, we cannot guarantee that an address can be changed after an order has been submitted for fulfillment.
Returns, Exchanges & Order Issues
Can I return or exchange an item?
Each Top Water Walkers product is made to order. Because of the custom, print-on-demand nature of our products, we generally do not accept returns or exchanges for buyer's remorse, incorrect size or color selection, or a change of mind on purchases made directly through our website.
What if my item arrives damaged, defective, or misprinted?
If your order arrives damaged, defective, or misprinted, please contact us as soon as possible after receiving your order. Include your order number, a description of the issue, and clear photographs showing the damaged, defective, or misprinted item.
We will review the issue and, when approved, arrange for an appropriate replacement or resolution.
For assistance with a damaged, defective, or misprinted item, please contact returns@topwaterwalkers.com
What if I received the wrong item?
If you receive an incorrect item, please contact us as soon as possible after receiving your order. Include your order number, a description of the issue, and clear photographs showing the incorrect item.
We will review the issue and, when approved, arrange for an appropriate replacement or resolution.
For assistance with an incorrect item, please contact returns@topwaterwalkers.com
What if my package shows delivered but I can't find it?
If tracking shows your package as delivered but you have not received it, please check around the delivery location and with household members or neighbors and contact the shipping carrier when appropriate.
If you still need assistance, please contact orders@topwaterwalkers.com
with your order information.
TikTok Shop Orders
Do the same policies apply to orders placed through TikTok Shop?
Orders placed through TikTok Shop are also subject to TikTok Shop's applicable shipping, delivery, return, and refund requirements. Where applicable marketplace requirements differ from our standard website policies, the marketplace requirements will apply to that order.
Contact & Customer Support
How can I contact Top Water Walkers?
For general questions about Top Water Walkers or our products, please contact info@topwaterwalkers.com
For general customer service assistance, please contact support@topwaterwalkers.com
If you have questions about an order, shipment, or tracking information, please contact orders@topwaterwalkers.com
For questions regarding returns, refunds, damaged, defective, misprinted, or incorrect items, please contact returns@topwaterwalkers.com
When contacting us about an existing order, please include your order information so we can assist you as quickly as possible.
Top Water Walkers LLC
Website: topwaterwalkers.com