Customer Care

How to Place and Order

Placing an order through our website is a very simple 4 step process.

1. Select an item you would like to purchase and click the "Add to Cart" button
2. Click on the "View Cart" button on the top of each page on our site
3. Click the Checkout button in the shopping cart and review your order
4. Enter your payment information in our SSL secured checkout process, and wal-lah your done!

We do accept orders by phone during our normal business hours of 8am - 7pm MST. Simply call 1-866-562-1554 and either speak to a representative or during peak hours leave a message with a contact number

What does the message: "Shipping weight exceeded, shipping may be added to your order" mean?

Currently our system cannot calculate shipping costs for orders which weight 150 lbs or more. The checkout system will still allow you to place your order; however additional shipping charges will need to be applied to your purchase. To process your order we will need to contact you with the shipping charge amount to approve the final order total. Please ensure that your contact information is accurate.

If you receive this message on a product that offers "Free Shipping", it means that you have purchased additional products aside from the "free shipping product". There are rare cases in which we will need to add an additional charge to your order. Almost always it is when the additional products you are purchasing are relatively heavy. Again, if this is the case we will contact you to confirm the additional cost.

Is my item in stock?

We strive to keep every item in stock that we offer. When viewing the product descriptions check to see the In Stock: Status which will give you a better idea of the availability. If it says "call for availability" this means that we are expecting the item soon so give us a call so we may give you an accurate date. If the item is available orders will ship within 36 hours depending on the time you place your order.

How can I change or cancel my order?

Please contact us to change or cancel your order at any time before it ships. If your order has been processed we cannot cancel your order. The item will be shipped to you but you may return the item back to us. After an order is placed we pride ourselves in processing and shipping the order to you in less than 36 hours.

How do I check the status of my order

Within the confirmation e-mail we sent you is a link to an order status page. This page will inform you if your order has been shipped. Once your order is shipped you can use the tracking number we provide to see the status of your order.

I prefer not to use my credit card on the web. How can I place my order?

You can always call us at 866-562-1554 to place your order with us between the hours of 8am - 6pm M-F MST. Your security and satisfaction is our number one priority and we can assure you that we take the necessary steps to keep your information safe. At the top of each page you can see that we are a McAfee Secure approved website, which is one of the many ways we secure your transaction. We also accept payment by money order or PayPal.

Can I place my order by phone?

Yes, please call 866-562-1554 during our normal business hours of 8am - 6pm M-F MST.

I can't place items into my shopping cart. Why?

If an item is out of stock our system will not allow you to place the item in your shopping cart. Be sure to check the "In Stock:" field to ensure it is available

Or, it could be that your browser is set to reject cookies or your internet connection is protected by a firewall that rejects cookies. All internet shopping carts use cookies to function properly. As a result, if your web browser does not accept cookies, our shopping cart will not work properly. For best performance, we recommend using the latest version of Internet Explorer, Netscape, Safari or Firefox with their default security settings. If you prefer not to change your security settings, we can take your order by phone.

Can I purchase an electronic gift certificate?

Yes. A gift certificate makes the perfect gift for anyone and it takes the stress off of you from choosing. We offer gift certificates in denominations of $50, $100, $150, $200, $300, and $500. For more information, or to purchase an electronic gift certificate, please click here.

I never received an order confirmation e-mail. Did you receive my order?

If you placed an order with us and have not received a confirmation from us within 24 hours please check your Junk or Spam folder for our email.  If you can't find a confirmation email from us, please contact us immediately at orders@topsleepingbags.com or 866-562-1554.

I don't see any tracking information on the "Order Status" page at the link in my confirmation e-mail. Has my order been shipped?

Sometimes it takes up to 72 hours for our system to send out tracking information. This does not mean your order has not been shipped, simply our system has not updated yet. If you are concerned about whether or not your order has been shipped feel free to contact us at orders@topsleepingbags.com.

What is the difference between my "billing" and "shipping" address?

Your billing address is the address where you receive your credit card statement. Your shipping address is the address that we will ship your order too.

Why do you need my billing address?

To process your credit card we are required to collect your billing address.  This is also just one of the many steps we take to prevent fraud and the miss use of your card. Your billing address and personal information will never be sold, see our privacy policy.

Why do you need my e-mail address?

We send all our order confirmations via e-mail; likewise, once your order is processed we will email you a tracking number so you will know the expected delivery date.  Also if there is a problem with your order this is our first way of informing you of the situation.  Your email address and personal information will never be sold, see our privacy policy.

Why do you need my telephone number?

If there is a problem during delivery this is the primary way our shipping carriers will contact you to
arrange delivery.  If we do not receive a timely response through email about a problem we may have with your order we will call you. Your phone number and personal information will never be sold, see our privacy policy.

How do I calculate shipping charges?

To calculate shipping, place the item or items into the shopping cart. Go to the checkout screen and enter in the shipping zip code as well as your state (you don't need to enter your address or any other information), then select the shipping method from the drop down box. Then press the apply button next to the shipping options and your shipping cost will appear on the right segment of the page. If you have a concern regarding the cost of shipping please contact us at 866-562-1554

If the product page displays the following image, shipping for that product is free:

When will my order ship?

Normally, we ship in-stock and paid orders within one business day. We make every effort to ship your order on the same day, especially if an order is placed before 10pm Mountain Time.

How can I tell if my order has shipped?

Normally within 24 hours after your order ships, we will send you a shipment confirmation e-mail to let you know that your order has shipped. If you selected UPS, the email will include a tracking number for your order.

How can I track my order?

If you selected UPS, you should receive a confirmation e-mail which includes a tracking number.  
Shipping methods other then UPS may not have tracking capabilities. If you have any questions about your order status, please contact us.

What shipping carrier will you use if I don't select a shipping method?

If you do not select a shipping method we will use our default shipping method which is UPS Ground.

Why did my order ship via USPS?

If you supplied us with a PO Box as your shipping address we were only able to ship via USPS. Also, in many locations in Alaska the only method of shipment is USPS.

What is your return policy?

Please see our Return Policy page for full details

Can I make an exchange?

Yes. Please review our Return Policy then contact us for further instructions

How long will it take for you to process a return?

Once we receive your return a refund will be issued within 5 business days, barring any unusual circumstances in which case we will contact you.

Can I return a used item?

Unfortunately we cannot accept used items. Please contact us if you are thinking of returning a used item and we may be able to help you. If you receive a defective product or have a warranty issue please contact us.

An item I received is defective. What should I do?

Top Sleeping Bags and our Brands stand behind every product we sell.  Please contact us if you think you have received a defective product.  We will work with you to solve any issue you may have. See our return policy for further details.

Do you charge sales tax?

Sales tax will be charged to customers who live in Colorado. Sorry, it is just something we got to do.

What forms of payment do you accept?

1. Credit Card
We accept all major credit cards, VISA, MasterCard, American Express and Discover. Credit card charges from us will appear as "TOPSLEEP BLDR-BUY."  If you do not recognize a charge from us, please contact us first before contacting your credit card company.

2. Check & Money Order
We also accept personal checks, traveler's checks, money orders, cashiers and certified checks. Please contact us first to inform us you are sending a check and receive mailing information.

3. PayPal
For PayPal orders, when viewing the cart during checkout please select the orange PayPal button which will take you to further instructions and will ask you to login to your PayPal account.

Do you offer quantity discounts?

Yes, on many of our items. Please email group@topsleepingbags.com.

Is your online ordering process secure?

Yes. We take every step to ensure our ordering process is safe. Our entire website is tested and approved by McAfee's HackerSafe program, an industry standard in analyzing and ensuring eCommerce security.

Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning HACKER SAFE certification, prevent over 99% of hacker crime.

At the top of each web page on our site you can see the HackerSafe logo and when we were last tested. We also use the Yahoo! Store secure server platform, which utilizes state of the art, industry-standard 128-bit SSL encryption.

What is your privacy policy?

We hold your privacy to the highest regards. We will never, ever, sell your information to a third party. You can view our entire privacy policy here or you may contact us anytime with your concerns.

What is the TSB Sherpa?

We have created a feature on our site which will give you the ability to find the perfect gear for your needs. By modifying the options on the left hand site of the page, you can filter down the listings of our entire catalog based on your selections.In real time!
You can find the TSB Sherpa Here. If you have any suggestions on how we can improve this feature, we would love your feedback, simply e-mail it to support@topsleepingbags.com

Where can I read feedback from your customers?

If you'd like to know what our customers say about us, please visit Yahoo! Shopping Reviews page, or visit us on ResellerRatings.com. Also, you can visit our "Testimonial Page"

Do you publish a print catalog?

We are strictly an online business and we do not have a printed catalog.

Do you offer discounts to organizations such as the Boy Scouts?

Yes. We support the Boy Scouts as well as other outdoor-related organizations. Further discounts are also available for group purchases from government agencies, the military, corporations and other groups and organizations.
For more information please see our "Corporate and Group Order" page