Frequently asked questions
Straightforward answers for shopping at TopLoveHouse. For full policy wording, see Shipping, Returns, Privacy, and Terms.
FAQ focus
Ordering and customization
FAQ focus
Shipping and delivery expectations
FAQ focus
Support, tracking, and after-purchase help
Are your products really made to order?
Yes — your personalized items are produced after you place your order. Production time sits on top of shipping time; see our Shipping page for typical ranges by product type.
What currency do you charge in?
Checkout is priced in USD. If your card is in another currency, your bank may convert at its own rate and fees.
Will I pay customs or import fees?
Shipments outside the United States may be subject to duties, VAT, or carrier brokerage fees. These are usually paid by the recipient unless we explicitly state otherwise for your order.
How does AI customization work?
On supported products you can describe the occasion and generate English gift copy as a starting point. Please read and edit every line before checkout — you are responsible for the final wording.
Can I change my order after checkout?
If production has not started, we may be able to adjust or cancel within a short window. Personalized orders often lock quickly once they enter production — see Returns & refunds for details.
What if my item arrives damaged?
Email us with your order number and clear photos within the window on our Returns page. For qualifying defects we typically offer a replacement or refund.
Do you ship to PO boxes?
Some smaller items can go to a PO box; larger or fragile pieces may need a street address. The carrier’s rules at fulfillment time apply.
How do I track my package?
When your order ships, you should receive a tracking link by email. Allow a few business days after dispatch for the carrier to scan the label into their system.
Can I use my own photos on products?
Yes, where the product template includes image slots — please only upload photos you have the right to use. We may decline orders that infringe someone else’s intellectual property.
Do you offer gift messages or packaging?
Gift messaging and premium packaging vary by product launch — add your real options here when they go live. This storefront focuses on personalization and a smooth checkout.
Is my payment information stored on your servers?
Card details are handled by our payment processor (for example Stripe), not stored on our servers in plain form. Update this note to match your live payment setup.
Who do I contact for help?
Email support@toplovehouse.com with your order number in the subject. We aim to reply within 1–2 business days.