FAQ

How quickly can you answer my questions?
We answer messages and emails in the order they are received and respond promptly. We typically respond within 24 hours of receiving a message or email.

Can I change my shipping address after placing an order?
After placing an order, our warehouse staff can pack and ship within 24 hours. Therefore, we can sometimes only process address change requests. If you find an error, please email us as soon as possible with your name and order number so we can correct your package before shipping.
We cannot guarantee processing, especially after it has left our warehouse, but we will do our best!

How long does processing take?
Your order will be processed one business day after you place your order.
Most packages are ready to ship within 24 hours. However, in exceptional cases, if our warehouse is overloaded, processing time may take up to three business days after your order.

General Shipping Information:
Our warehouse processes and ships all orders Monday through Friday (excluding major holidays). After you place your order, your package will ship within 5–10 business days.

Will my order be delivered in one package?
Depending on the size of your order, you may receive multiple packages, separated by 1-2 business days.

Out-of-stock/backordered items:
If your items are out of stock, we will notify you by email of the expected shipping date. If the items are not expected to be available again within two weeks, we will automatically refund the purchase price.

Address changes:
If you discover an error, please email us as soon as possible with your name and order number so we can try to identify the error before shipping.
We cannot guarantee address changes, especially if the package has already left our warehouse. However, we will do our best!

I received a damaged item. What should I do?
We are very sorry that your shipment did not arrive undamaged! Please contact us with your name and order number for further assistance.

How can I track my order?
Simply click on "Track Order" on the home page or in the main menu and enter your tracking number to see where your package is. We're happy to help if you need further assistance.

Why isn't my tracking number working?
Tracking numbers are generally only available for domestic orders. If your tracking number isn't working, please let us know so we can ensure your item has been shipped correctly.

What can I do if an item in my order is missing or damaged?
If an item I purchased is missing or damaged, please contact us immediately to resolve the issue.
We offer a 30-day money-back guarantee before your order is shipped. Please contact us within this period. To do so, please use the "Contact Us" tab or send an email to support@wolfftop.com

How long will it take to receive my order?
This depends on where your order is being delivered and how far it is from our warehouse. Our order acceptance period ends at 00:00 Central European Time (CET). Orders are processed within one business day. Processing time is 5–10 business days (Monday to Friday). Delivery details can be found in your confirmation email.

Which shipping company do you use?
For German customers, we use DHL.

In what condition must the product be returned to be eligible for a return?
All products must be returned in the same condition in which they were received (original packaging and unused).

How much is the restocking fee?

We do not charge a restocking fee.

Who pays the shipping costs?

If the product is defective, we will cover these costs for you. However, for all other returns (including complaints), you will be responsible for the actual return shipping costs.

For more information, please contact us by email: support@wolfftop.com