frequently asked questions

FREE SHIPPING FOR US ORDERS OVER $50:

We offer free ground shipping for all US orders over $50 and flat-rate shipping to all other international destinations.

 

DELIVERY:

Usually, it takes 2–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location but can be estimated as follows:

• USA: 3–4 business days
• International: 10–20 business days  

CUSTOMER SERVICE:

We want to answer any questions or concerns you have. Please allow up to 24 hours for our Customer Service Team to respond to your email. Any emails sent after business hours are answered the next business day. Emails sent Friday after 1 PM MST through Sunday evening will be answered the following business day.

RETURNS:

At this time, We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at help@topazpeaks.com!

REFUNDS:

Refunds are only offered to customers who receive the wrong items or damaged items. If any of these apply, please contact us at help@topazpeaks.com with photos of wrong/damaged items and we’ll sort that out for you. 

EXCHANGES:

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at help@topazpeaks.com within 5 days after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!  

SALE AND CLEARANCE ITEMS:

All clearance items and items purchased in our sale section are FINAL SALE. No returns will be accepted for these items. No exceptions.

ORDER CHANGES:

We are so grateful for your order. Please make sure to review it carefully before it is submitted as it cannot be modified. No changes can be made once your order is placed. Double and triple-check that all details are correct.

SHIPPED TO THE WRONG ADDRESS:

We do not take responsibility for packages delivered to the wrong given address. You are responsible for checking that your shipping address is correct when your order is placed. If an address needs to be corrected, please email us immediately at help@topazpeaks.com so we can fix it BEFORE it ships. Once an order ships, we are not responsible. 

CANCELLED ORDERS:

Please make sure you want your item before you place an order. We do not allow order cancellations.

SHIPPING:

Please allow 2-7 days (excluding weekends) for your order to ship. You will receive a shipping confirmation email with a tracking number when your order is fulfilled and shipped. Orders may be split across multiple shipments.

INTERNATIONAL SHIPPING:

The customer is responsible for any shipping costs for orders outside of the U.S. International shipping costs are based on the weight of the package and are calculated at checkout. Various factors such as customs clearance, distance, local handling, and unexpected delays can contribute to delivery times of up to a month.

LOST OR STOLEN PACKAGES:

Topaz Peaks is not responsible for lost or stolen packages. Once the tracking information indicates 'Delivered,' We are not liable for any theft or missing mail incidents. Please contact USPS (your local post office) with questions regarding shipment tracking and to further investigate what happened with the delivery. 

SIZING GUIDE:

We provide a sizing guide in each item's product description. If you have additional questions regarding sizing, you are welcome to email us at: help@topazpeaks.com

DAMAGED ITEMS:

All damaged items must be reported within 5 days of receiving the item. Please email us with a photo attached.  If you contact us after 5 days of receiving your damaged item, you will not be eligible for a refund or replacement.  Certain dyes (like black or dark denim) may transfer to lighter colors. This irreversible effect is increased by humidity and temperature. We do not assume responsibility for dye transfer.

PAYMENT METHODS:

We accept Visa, MasterCard, American Express, PayPal, Discover, Apple Pay, Shopify Pay, and Meta Pay. We cannot change a payment method once your order is placed.

PHOTOGRAPHY:

We make every effort to display our products' colors as accurately as possible. We do not take responsibility for monitor discoloration.

PLEASE NOTE:

Topaz Peaks reserves the right to cancel and refund any order for any reason. 

ANY OTHER QUESTIONS?

Please send us an email: help@topazpeaks.com