TOPS Store Help - Frequently-Asked Questions

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Shopping

How do I shop in the TOPS Store?

The TOPS Store is open to members of TOPS Club, Inc. You must be an active member to shop in our store.

To shop in the TOPS online store, simply follow the TOPS Store's on-screen directions. Here is an overview of how to shop:

  1. Click the Sign In button at the top of the website.
  2. Enter your login and password and click the "Sign In" button. (You will need to activate your free TOPS account if you have not already.)
  3. Select TOPS Store by clicking on "Store" in the blue navigation bar.
  4. Click on "Shop TOPS" to open the Featured Products page.
  5. If you don't see the product you want, select a category in the left sidebar. The new category page displays.
  6. Find the item you wish to purchase and click on it to see the Product Details page.
  7. On the Product Details page, enter the quantity you want and click on the "Add to Cart" button.
  8. If you wish to purchase more items, click on "Continue Shopping" on right hand side. You will return to the Featured Products page. Repeat steps 5-7.
  9. When you are finished shopping, click on the Cart icon at the top of the website next to your name. The My Cart page opens.
  10. Review your cart items.
  11. Verify your shipping address. If wrong or missing, click on the "Choose another address". Select the address you want to use and click on "Use this address".
  12. In the Payment Details box, enter your credit card information and name and address as it appears on the statement you receive from your credit card company. All sales are in US Dollars.
  13. Review your order and click "Submit Order" only once. It may take a few minutes to process your purchase. Once the transaction is complete, the Order Summary page opens and your will be able to print your receipt.

Please note: For best results on Mac, Apple iPhone or Apple iPad, use Chrome or Firefox. Safari may not provide the best experience when shopping in the TOPS Online store.


How do I shop for awards and recognition items?

  1. Click the Sign In button at the top of the website.
  2. Enter your login and password and click the "Sign In" button. (You will need to activate your free TOPS account if you have not already.)
  3. Select TOPS Store by clicking on "Store" in the blue navigation bar.
  4. Click on "Shop TOPS" to open the Featured Products page.
  5. Select "Awards" in the sidebar. The Chapter Awards and Supplies page displays.
  6. Click on the Type of award that you want.
  7. If selecting Charms or Pins, click on an option under Groups to see additional items. You'll have options like New, Anyone, KOPS and more.
  8. If you don't see the product you want, you may start over by selecting Awards in the left-hand sidebar.
  9. Find the item you wish to purchase and click on it to see the Product Details page.
  10. On the Product Details page, enter the quantity you want and click on the "Add to Cart" button.
  11. If you wish to purchase more items, click on "Continue Shopping" on right hand side. You will return to the Featured Products page. Repeat steps 5-10.
  12. When you are finished shopping, click on the Cart icon at the top of the website next to your name. The My Cart page opens.
  13. Review your cart items.
  14. Verify your shipping address. If wrong or missing, click on "Choose another address". Select the address you want to use and click on "Use this address".
  15. In the Payment Details box, enter your credit card information and name and address as it appears on the statement you receive from your credit card company. All sales are in US Dollars.
  16. Review your order and click "Submit Order" only once. It may take a few minutes to process your purchase. Once the transaction is complete, the Order Summary page opens and your will be able to print your receipt.

How do I search for items in the TOPS Store?

  1. Click the Sign In button at the top of the website.
  2. Enter your login and password and click on "Sign In" button. (You will need to activate your free TOPS account if you have not already.)
  3. In the blue navigation bar, move your mouse over "Store" and wait for a menu to appear. Click on Search TOPS Store. The Search TOPS Store page displays.
  4. Enter a few words or item number into the Search For search box and click Search. A list of items matching your results displays below the search box.
  5. Click on the item you want to view. The Product Details page displays.
  6. Change the Quantity, if you want more than one.
  7. Click Add to Cart.
  8. Repeat steps 3-7 for additional items.

Search Hints

  • Make sure you try singular and plural versions of the item you are looking for. For example, ‘hat’ and ‘hats’ may display different results.
  • Try alternate words with the same meaning to help find the item you are looking for. For example, try ‘cap’ if you could not find the item you were looking for under ‘hat’.
  • For best results on Mac, Apple iPhone or Apple iPad, use Chrome or Firefox. Safari may not provide the best search experience.

If you have a problem ordering from the TOPS Store, please send an e-mail message to support@tops.org.


Help!  I can't find charms or pins from the awards brochure.

  • When searching for brochure items, enter the item number from the TOPS Awards and Tools Brochure in the search field.
  • When searching for charms and pins, enter the item number in the search field. The store uses the format of C-142. When entering the item number, be sure to add leading zeroes until you have three digits in the item number.  For example, if you are looking for item C-8, search for item C-008.
  • When searching for TOPS Bracelets, enter B-1, B-2 or B-3 in the search field.

Payments and Orders

What forms of payment do you accept?

TOPS Club, Inc. accepts Visa, MasterCard and Discover credit card payments. All payments will be processed in U.S. dollars. TOPS doesn't charge a fee for this, but if you live outside the United States, your credit card company will convert the sale to your country's currency at the going exchange rate and may charge you an additional transaction fee.


Can I pay using credit cards from Canada or another country?

Yes. However your credit card issuer will convert your purchase to U.S. dollars using the current exchange rate and may charge an additional conversion fee. The final amount appearing on your credit card statement will be different from the amount displayed in U.S. dollars on your receipt. TOPS Club Inc. receives only the amount of your purchase in U.S. dollars and has no control over what your credit card provider charges for converting currency.


How will I know if my order has been processed properly?

When your order is processed, you will receive an order confirmation e-mail detailing your purchases. This assumes that your current email address is on file at TOPS Club Inc. Headquarters.  If you do not receive a confirmation, please check your spam or junk mail. Or you can find your receipt under "My Profile" in the Members Area of www.tops.org.


What if I didn't receive an e-mail order confirmation?

Don't worry. If you didn't receive an e-mail order confirmation, you may have entered your e-mail address incorrectly or your email may have ended up in your junk or spam folder. If you have your order number from your order receipt (the page you printed), you may contact TOPS Club, Inc. for the status of your order.


How do I print a copy of my order?

If you need another copy of your order receipt, you can print it by signing into your TOPS account.

  1. Click the Sign In button at the top of the website. (You must be a member to shop unless you are purchasing a membership through the Join TOPS link on the navigation bar.)
  2. Enter your login and password and click the "Sign In" button. (You will need to activate your free TOPS account if you have not already.)
  3. In the blue navigation bar, click "Members Area".
  4. On the left side, click "Change My Profile & Password".
  5. In My Profile Details, scroll down and find your most recent order in the Orders list. Click on the order number to view the receipt.
  6. In My Order Details, click on the "Print" button to print a copy of the receipt.

Shipping

How much does shipping cost?

If you live in the U.S. or Canada, the cost of shipping is included as a line item in your order. Web orders over $40.00 USD are charged a flat fee of $5.00 USD. (Some exclusions apply.) Shipments outside the U.S. and Canada are shipped Air Mail and will incur an additional shipping fee.


How long will it take for my order to arrive? Can I request expedited shipping if I need it sooner?

To save members money, TOPS does not send shipments via FedEx or UPS or use expedited shipping services. Once your order is received by TOPS Club, Inc. Headquarters, it will be packaged and sent within 2 business days. Included in the price of your order is the most economical method of shipment: Standard Media Mail (for U.S. shipments) or Economy Letter Post (for Canadian shipments). Expected shipping times are:

  • Standard Media Mail (U.S.): 5 - 10 business days from the date you order.
  • Economy Letter Post (Canada): 7 - 14 business days from the date you order.
***Please note that these economy shipping methods don't include a tracking number.

Why do shipments outside the U.S. and Canada require Air Mail?

Orders from foreign countries are shipped automatically via Air Mail to avoid the lengthy surface-shipping schedule. Orders should be received within 14 business days.


What should I do if I receive a missing/damaged/wrong item?

Contact us immediately! To contact TOPS Club, Inc. regarding undelivered or damaged goods, or any other problem associated with an order from the TOPS Store, please send an e-mail message to support@tops.org.

***Claims for damaged goods must be received within 14 days of purchase date.


Security

Is my financial transaction protected?

This site has security measures in place to protect the loss, misuse, and alteration of information under our control. User payment information that is collected is used to bill the user for products and services. TOPS doesn't store payment information (such as credit card numbers).  Therefore, TOPS doesn't use auto-renewal to bill your credit card at the end of your one-year membership.  Instead, we will send you a reminder letter about 6-8 weeks in advance with renewal instructions. Your TOPS membership automatically expires after one year if you choose not to renew.  For more information, refer to our Privacy Policy.

Will TOPS sell my name and address to someone else?

No, TOPS does not sell or share your personally identifying information. Ever. Period. Our site uses an order form for customers to request information, products and services. We collect member/visitor contact information (like name and address) and, when necessary, method of payment. Contact information on the order form is used to process orders.  We don't sell or share names, addresses, emails or personally identifying information with third parties. For more information, refer to our Privacy Policy.


What is the TOPS refund and replacement policy?

TOPS Club, Inc. strives to provide the best service available for its members and guests. Please inspect your package upon receipt and contact TOPS promptly if an order is not delivered or is damaged so that we can ensure that the delivery is complete and correct. TOPS Club, Inc. has a no refund policy.

To contact TOPS Club, Inc. regarding undelivered or damaged goods, or any other problem associated with an order from the TOPS store, please send us an e-mail at support@tops.org.  Claims for damaged goods must be received within 14 days of purchase date.