FAQs
| Contact |
How can I contact your service team?
At snidel, we highly value your feedback and concerns. You can email us at snidel@topsfever.co.kr or contact our customer service team through the chat feature on our website.
Our goal is to respond to all inquiries within 48 hours, though our support is limited on weekends. Please note that during peak times, such as product launches or promotions, our response times may vary.
| Ordering |
How do I register?
You need to create an account before placing an order with snidel.
You can create an account using a valid email address. If you forget your password or want to change your information, please create a new account.
Do you offer international shipping?
Currently, we only ship products to the United States (unfortunately, excluding Guam and Puerto Rico) and Canada. We are working hard to expand our shipping destinations to other countries as soon as possible. In the meantime, we appreciate your patience.
What payment methods do you currently accept? How are payments processed?
We currently accept the following credit cards:
- American Express
- MasterCard
- Visa
Your card will be charged through Paymentwall, which provides online payment services, at the final checkout.
What currency do you charge in?
You will be charged in US dollars, but the invoice will confirm the amount in your local currency. When paying by credit card, your name and billing address must match the address on file with your card issuer.
How do I use my promo code?
To redeem a promotional/discount code, please enter your code on the cart page before checkout.
Please note that promotions cannot be combined with any other ongoing offers/promotions/discounts, and only one offer can be redeemed per order.
Also, please note that free gifts may change due to stock issues or shortages, and snidel reserves the right to make changes without prior notice.
How can I check my order status?
Order confirmation information will be sent to your email address immediately. If you have not received our confirmation, please contact us or check your account on the official website. If you don’t know your order number, please confirm the email address and full name provided when placing the order, so we can verify it for you.
Our emails may sometimes be mistakenly marked as spam by your email filter. Please check your spam folder and mark us as “not spam” to ensure you receive our emails.
How can I check the tracking status?
Once your order is shipped from our fulfillment center, we will send you an email with your online tracking information. Use this information to track your order via the courier’s website linked in the email. If you encounter any issues while tracking your order, please contact us at global@topsfever.co.kr.
Can I cancel or change my order?
Unfortunately, once an order is placed, we cannot make any edits or substitutions. Once payment is made, our fulfillment center processes orders in real-time. Once our fulfillment team has processed the order, we can no longer cancel or change the shipment. If you do not want the product, you can return it. Please refer to our return policy and contact us at global@topsfever.co.kr.
| Delivery |
I received an incorrect or defective item. What should I do?
We strive to ensure orders are packaged correctly, but occasionally mistakes can happen during picking or issues can arise during delivery. Any incorrect or defective orders should be reported to us upon receipt. We may request additional photos of the damaged items, so please do not discard them before contacting our team.
I haven’t received my package. What should I do?
Have you checked your tracking information? Please be sure to check around your area and with your neighbors. If you are unable to locate your package, please contact us so we can investigate the lost package with the courier.
Why is my package tracking information not updating?
Once an order leaves our fulfillment center, please note that some shipping carriers may take a few business days to update further tracking details on their website. If you have any other questions, please contact us at global@topsfever.co.kr.
How long will it take for my order to arrive?
We use different couriers depending on the destination, so shipping times may vary. Please note that the following shipping times are estimates and not guaranteed. We strive to meet all delivery estimates, but sometimes delays may occur due to parcel delays, logistics, inclement weather, or other circumstances beyond our control. If you do not receive your order within the expected time, please contact us, and we will investigate the matter for you.
Currently, due to the COVID-19 pandemic, orders may be delayed.
Are there additional duties or taxes for shipping to Canada?
For items shipped to Canada, you may need to pay additional import duties or taxes when your order passes through customs. Any additional shipping costs are the responsibility of the customer, and we recommend checking with your local customs office for these fees before ordering. You can view the estimated duties and taxes you may need to pay via the following link:
What are the shipping fees?
We offer free shipping on all orders over $50 (US and Canada). Shipping fees may vary based on weight and distance. You can view estimated shipping fees on the cart page before proceeding to checkout. To save on your shipping costs, snidel receives recommendations from our delivery partners weekly and chooses the best courier for you.
| Returns |
What is your return policy?
snidel only accepts returns for items purchased through www.topsfever.com. If you purchased our products from a third-party retailer, please contact the retailer or store directly.
If you wish to return an item for any reason, we will be happy to accept it. Please return the item in its original packaging, unopened, and unused within 30 days of the delivery date. We will refund your original payment method. Please note that original shipping fees are non-refundable, and some sale items may not be refunded without prior notice. All returns are subject to a restocking fee (10% of the purchase amount), which will be deducted from the refund amount.
Please contact us at global@topsfever.co.kr before returning any items.
| Products |
Is there any way to verify the authenticity of the products?
Our top priority is ensuring customer safety, so we are committed to preventing the sale and distribution of counterfeit products or products sold through unauthorized retail channels. Unfortunately, we cannot verify the authenticity or completeness of any products or packaging not purchased from www.topsfever.com.
What is the shelf life of your products?
All product packaging will indicate the shelf life. Except for certain products, all products have a shelf life of three years if unopened and stored at room temperature. We recommend using products within 12 months after opening, as indicated by the “open jar” symbol.
How should I store your products?
To ensure your products remain in the best condition, we recommend storing them in a cool, dry place, away from direct heat or sunlight.
| Rewards |
What is the snidel rewards program?
The snidel rewards program is a special loyalty program designed to reward you, our amazing friends, with special discounts and offers as you earn points! As a program member, you are eligible to earn points every time you shop, write reviews, refer friends, or engage with our social media!
How do I earn points and redeem discounts?
- Sign up: Create an account and earn 200 points.
- Purchases: Earn 1 point for every $1 spent.
- Refer friends: When your friend completes a purchase, both you and your friend will receive a $10 coupon for purchases over $45.
- Product reviews: Earn 300 points for writing a review (reviews are only valid when accessed through the review email sent after purchasing a product).
- Birthday coupon: Tell us your birthday, and we’ll give you a coupon to celebrate!
- Take action on our SNS: 50 points.
What if I already have a snidel account?
You are automatically enrolled in our rewards program. Just log in to your account! If you have any questions, please contact our customer support, and we will be happy to assist you.
I previously ordered from topsfever.com. Can I earn points for past orders?
Thank you for being a snidel customer! Unfortunately, you may not earn points for past orders. Only orders placed on or after November 11, 2021 (10 AM KST) are eligible for member points.
Who is eligible to participate in the program?
Anyone, everyone! Just register an account to start earning points!
Do my points expire?
Yes, points do expire. If your account is inactive for one year, the points will expire!
How can I check how many points I have?
After logging in, click the rewards pop-up at the top to see how many points you have earned!
I just placed an order/registered/participated in social media, but I don’t see points added to my account.
Don’t worry, sometimes our system takes a few minutes to process and apply the points to your account. If you still don’t see the
No products in the cart.