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Frequently Asked Questions


Where is my order tracking number?

If you are the person who placed the order, you should have received a confirmation email shortly after completing your transaction. Once the order’s shipping information is generated, we send another email with tracking information. You can also check the order status and shipments by logging into My Account. If you do not have an account, you may contact us for updates. If your order is delayed, we will email an update to the address associated with your order.

What happens to my package if I accidentally provide the wrong address for shipping?

Once an order has been shipped, it will be delivered to the address provided by the customer. Should that address be incorrect or incomplete, the shipping carriers charge a fee for an address change request or to return it to our warehouse (or to the warehouse it shipped from if direct from the manufacturer).

Unfortunately, as this is a cost the carrier will not waive, we must ask our Customer to accept responsibility for providing the incorrect or incomplete address and will ask for payment of the additional charge to redirect or re-ship the order.

Typically, the two options are to either: 1) pay for the posted shipping cost for the reshipment; or, 2) credit (less the 20% restocking fee and shipping) will be issued. Should you need the order re-shipped, any charges incurred from the shipper in returning it to ours or the manufacturer’s warehouse will also be charged.

How do I track my package?

Click the tracking number in your shipment notification email to track your order. You may track your order at any time by logging into My Account and clicking on the tracking number in your Order History once it is available. You may also copy your tracking number and track it on the carrier's websites (UPS, FedEx, etc.).

What if my package is missing?

On rare occasions, packages can be misrouted or mishandled while in transit. Depending on your location, your package may not arrive until later in the day on the scheduled day for delivery.

If you have confirmed that the tracking says the package was delivered, and there is indeed no package around your shipping address, the next step would be to reach out to UPS directly.

If tracking information reflects that a delivery has been completed but cannot locate it, please follow the steps below:

  1. Verify that the shipping address on your order confirmation is correct. If it is not, please contact us.
  2. If the delivery were completed, the package's tracking status or a delivery notice would indicate the location where the driver left the package. If your package does not require a signature, it may have been left in your nearby area, such as the: front porch, back porch, garage entrance, or side door. Packages that require a signature upon delivery will have additional information on the notice of delivery.
  3. If your tracking information shows that the delivery was completed and signed, the package may have been signed for by a neighbor. Check with other residents at your location to see if they have picked up the package.
  4. If you still cannot locate the shipment, please contact us.

Something to keep in mind is that sometimes, drivers will use plastic bags to protect your package/parcel from the rain. So be on the lookout for anything wrapped up in a plastic bag around your address.

What happens if my order is lost in transit?

Please email us at or call us with your order number to report a lost in transit order.

Is the shipment insured?

Yes, we insure all shipments before they are shipped out to our customers.

How long does a lost package claim take?

Typically, it can take up to twenty-one (21) business days to process a lost package claim, but in some cases, the resolution may be provided much quicker.

I'm missing items from my order. What should I do?

Check your order confirmation for lead times and verify which items(s) may have shipped separately. Please check the enclosed packing slip to see if the item is listed as having been shipped. Orders may have multiple shipments, and items will ship as they are available. The missing item may have been deleted from your order due to unavailability or being back-ordered.

Some items are shipped directly from the manufacturer, and others are shipped from our Vermont warehouses or to our warehouse first for repackaging; your purchases may arrive in more than one package. The Items with different estimated arrival dates will most likely be shipped in separate packages.

If all of your shipments have been delivered and you are still missing items, please contact us immediately.

Do you ship via USPS?

Your order will ship either via UPS or FedEx. We do not ship via USPS unless we send orders to a military APO & FPO address.

How will my product be shipped with Free Shipping?

With Free Shipping, your product will be shipped via UPS or FedEx Ground.

I should be given Free Shipping per your website. Why am I being charged?

Not all items qualify for free shipping. If your order contains items that do not qualify for free shipping, you will be charged the cost to ship those items. Free ground shipping is valid only within the Contiguous United States and excludes Alaska and Hawaii.

Can I ship it overnight (2nd day, three days, etc.)?

Yes, as long as the product is in stock in our warehouse. All express orders, overnight, second-day, and three-day deliveries placed online or by phone must be received by 12:00 PM Eastern Standard Time in order for us to attempt to ship them out the same day.

Can you ship with my FedEx/UPS account?

When we ship from Megatop’s warehouse vs. dropshipping, occasionally, we can ship using customers’ UPS or FedEx accounts. Please send us an email with your company name, address, and account number stating you authorize Megatop to ship using your account. We will verify your account with the carrier.

Can I ship with my freight account?

Yes, however, you will have to provide a completed BOL and have your freight company contact us to schedule the pick-up

Can I make changes to the delivery address after I place my order?

You cannot change the delivery address once your online order is placed. Orders placed online or over the phone begin processing in our system to ensure order fulfillment and shipping time. If the delivery address must be changed, your order will have to be canceled and then replaced. We apologize for any inconvenience.

Why can’t you ship my order?

There are a few reasons that can keep us from being able to ship your order. Here are a few possible causes:

  • The product(s) you ordered is out of stock.
  • A payment issue might have occurred when you placed the order.
  • You specified a PO box as your delivery address. Unfortunately, we are not able to deliver to PO boxes.
  • We are out of stock, and our supplier does not drop ship to forwarding companies.
Why was a UPS InfoNotice left on my door?

A UPS InfoNotice is a note left by the UPS driver to let you know that delivery or pickup was attempted. It will contain information that helps you complete the delivery or pickup.

  • If your package requires a signature, please refer to the appropriate boxes indicated by the UPS driver.
  • If the driver left your package in an alternate location, they would indicate where on the InfoNotice (e.g., your garage or back porch).
  • If a pickup was attempted and you were unavailable, the InfoNotice will note the next pickup date and time.
What time will UPS make its next delivery attempt?

If this were the first or second delivery attempt, the next delivery attempt would be made the following business day. The UPS driver will leave a note to tell you the time range during which they will attempt to re-deliver.

How many delivery attempts will UPS make before returning the package to the sender?

UPS will make up to three delivery attempts. If no one is home to sign for the package, and the driver does not feel it is safe to leave it at your door, they will leave a note called a UPS InfoNotice. The InfoNotice will provide the following information:

  • The current number of delivery attempts
  • The estimated time of the next delivery attempt
  • Shipment information/requirements (adult signature required, etc.)
  • Current shipment location
Can I have a package rerouted to a different address?

Due to fraud concerns, Megatop will not ask a shipping carrier to reroute a package to a different shipping address once it is in transit. We feel that this precaution is necessary for safeguarding your purchased items.

Please also note that PayPal requires confirmation of all addresses, the "Deliver to Another Address" option is not available for orders paid via PayPal or for all orders placed on Amazon or eBay.

Alternatively, you may request to cancel the order before shipment and place a new order either online or by phone with the updated information included.

Does Megatop ship or deliver on the weekends?

No, we do not ship or deliver orders on the weekend. Deliveries are made Monday through Friday during regular business hours, excluding holidays.

Does Megatop deliver to P.O. Boxes?

We do not ship to P.O. Boxes. However, some orders we can ship to residential P.O. Boxes in rural areas.

Does Megatop ship to guests at hotels?

No, we do not ship to guests at hotels.

Why is the shipping carrier I want not available?

We can offer the shipping methods for the items in your order and your shipping address. Some items can only be shipped using a specific shipping method; some addresses can only be reached using certain shipping methods. If a shipping method or carrier can be used on your order, it will be listed in your shopping cart. We will not display any shipping methods which are not available.

May I combine two separate orders to save on shipping costs?

No, we cannot combine orders unless they are of the same brand and shipped from the same warehouse. If you wish to reorder all items together, you must cancel your current orders and place a new order.

Does Megatop pay the return shipping cost for defective products?

We do not pay for return shipping on defective products, as we do not manufacture the products we carry. However, when you return an item to us for replacement, Megatop will ship the replacement item to you at no charge.

When I called last week, I was told my order would ship in 3-5 days, but now it says back ordered and won’t ship for two weeks.

We try to ship all stock orders on the same or the next day we receive them. Shipping lead time for products shipping from the manufacturer may vary due to industry-wide supply chain disruptions.

We do our best to meet the estimated time with the manufacturers. Unfortunately, sometimes we cannot ship your item in the timeframe we hoped for. If this happens, we will email you to let you know and provide a new ETA if it is available. If you can wait, no action is required - we'll continue working to source your item and ship it out to you. If you decide you'd no longer like to wait, you can cancel your order for that item.

​​What is my estimated delivery lead time?

Your estimated arrival date is determined by the date of shipment from the warehouse and the shipping method you select at the time of checkout. Most “in-stock” orders are shipped within 1 to 2 business days of receiving an order. Products listed as “factory direct” will be shipped at the earliest possible date. Once your order has been submitted, a confirmation email will be sent to you, including shipping and delivery lead time estimates.

What is the lead time for items shipping from the manufacturer?

The lead time for items shipping from the manufacturers may vary. We will contact you to update you on the shipping date once we confirm the stock availability with the manufacturer. Please note that expedited shipping may not be available for third-party items. Once your order is shipped, you will receive an email with a tracking number.

How to make sure the time-sensitive order is shipped on time?

If your shipment is time-sensitive, please contact us before ordering to confirm that we will be able to meet your requirements. We will make all reasonable efforts to initiate shipment and schedule delivery as close as possible to your requested delivery date.

Please remember that our delivery dates are estimates only, and shipments may be affected by factors outside our control; we cannot be responsible for delays or shipping errors caused by the shipment carriers. Orders may not be canceled or rescheduled after the order has been submitted to the shipment carrier.

What are availability and lead time?

We're currently experiencing shipping delays outside our standard window so that shipping times will vary from item to item. Orders typically ship within 1 to 5 business days, depending on the stock availability.

Items not in stock will take additional lead time before shipping. If the item is out of stock, we will inform you about it and give you an approximate date of shipment.

International shipments take longer to prepare due to the additional paperwork required and the additional transit times; we will contact you with this information. If there's anything special with your order, we will contact you to go over this.

Can I cancel the order if the items are delayed?

If the merchandise is delayed, we will provide you with a choice to cancel your order and issue a credit for the total amount.

Please note that some special products are not eligible for cancellation, even if they are not shipped yet. Suppose you order a non-cancelable product with a lead time. In that case, we will contact you via email or phone before fulfilling your order, advise you of the refund & return restrictions, and offer you the option to cancel.

If the order contains more than one product, we will provide you with a choice to cancel the products with an extended lead time and will ship the rest. We will charge your credit card less the cost of the canceled product and prorated shipping, or we will void the transaction if the entire lead time is unacceptable.

If your order has multiple products with varying lead times, your order will be shipped once all the items are available at our or the manufacturer’s warehouse. We will give you a choice to cancel the order as well.

Megatop reserves the right to cancel orders that have an extended lead time.

How do I know if the item is in-stock or back-ordered?

The availability of an item can change frequently; please make sure you check before you place your order. If you have already placed your order, we will email you an estimate of how long your order will take to fulfill and ship. If you have not yet placed your order, you can check whether an item is in stock or not by contacting us. We will check the item’s availability from our suppliers and provide an estimate of when it will be available for shipment. This is only an estimate; sometimes items take longer to source than expected, and sometimes they are available much sooner too.

Can I contact your manufacturer to check on my back-ordered item?

No, we regularly contact our product manufacturers on the recent availability and ship dates. We provide our customers with updates. Please refer to our emails for updated estimates on your back-ordered item.

What are the back order and incomplete orders procedures?

We advise if we cannot provide a complete order fill or back-ordered so that you can decide. If any item must be back-ordered, the order will be held until all items can be shipped together. If a product is back ordered or has an extended lead time, a Megatop will contact you immediately. We will reserve stock for your order for 72 hours on orders awaiting funds.

If I order multiple products and some are on backorder, will you ship my in-stock items before the backorder?

If an item is not available, we will notify you with an estimated time of arrival for the item. If desired, you may allow the order to continue or make any adjustments, including cancellation. If an order cannot ship in its entirety, Megatop reserves the right to hold the order until all items are in stock or to send them as they become available.

Can I pick up my order from your warehouse?

Megatop does not offer on-site pickup for the products, with some exceptions for bulk orders. Orders must be shipped to a valid address.

Do you accept cash on delivery?

No, we do not ship orders C. O. D.

How to choose a shipping method?

Choose a shipping method by considering the date you need the product to be delivered and the shipping rates for your order. You can find the approximate shipping rates in the shopping cart. The shipping cost will automatically compute once you enter your zip code. These charges are displayed on the order summary page before you submit your order.

Megatop uses multiple shipping providers to deliver your order. The delivery provider will depend on the size of your order and the location of the final delivery.

We ship most in-stock orders via UPS and FedEx on the next business day. However, certain items are shipped directly from the manufacturer and may arrive separately from the remainder of your order. As a result, orders may take 3 to 5 additional days for shipping and delivery. These delays are due to extended warehouse processing times, current labor and logistics issues caused by peak volume, and COVID prevention procedures.

Note that for some items, we offer Standard Shipping only. Not all products can be shipped 2nd or Next Day Air.

In some instances, we will ship your order in multiple shipments. For example, this may happen if one or more items in your order are back-ordered or are available in separate warehouses. If part of your order is on backorder, we will contact you to provide the shipping time frame once we receive the updates from the manufacturer.

Please consider that some exceptions can cause orders to be reviewed before processing and shipping. Most exceptions are cleared on the day the order is placed, but some may cause an order to ship with a delay. If this happens, we will contact you via email or phone as soon as possible. Some of these exceptions are:

  • Special instructions are provided on your order.
  • New customer orders that require security or address verification.
  • Credit card security concerns.
  • Credit concern with an open account customer.
  • Orders exporting due to US export regulations.

Please refer to our Shipping Policy for further details.

What is Hazmat Shipping?

All products marked with the Hazardous Materials symbol must be shipped via ground carrier and incur an additional per shipment surcharge. Items marked with the No Airplane symbol must be shipped via a ground carrier but do not incur an additional shipping surcharge. We strongly suggest you purchase in case quantities to minimize your cost. Hazardous material items are non-refundable and non-returnable.

What should I look for when a freight truck arrives with my order?

We recommend inspecting the shipment before signing the delivery receipt, but some still do not do so; to ensure that you are receiving what you ordered and in acceptable condition, the National Claims Council Regulations specify that you must inspect, examine, and inventory your shipment, as it is unloaded.

1) On arrival, inspect the shipment immediately for obvious signs of damage. Any and all shortages and damages must be written on the Bill Of Lading or Freight Bill. Should you determine any items are damaged or missing, you MUST note the item, the discrepancy, and the condition before you sign it! Then call the freight company to report any problems.

2) You should open cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or not), it must be noted on the Bill Of Lading or Freight Bill, or the liability to prove that the delivering carrier did the damage becomes your responsibility.

3) Do not be pressured or intimidated by the driver. They cannot leave until the Bill Of Lading or Freight Bill is signed (regardless of how much in a hurry they are or how late they are). The carrier's driver should help you receive your shipment and answer your questions. While your driver is there, compare the pieces of freight you are receiving to your carrier's freight bill. When you've determined that the condition and quantity of your freight are acceptable, you can sign the delivery receipt. The driver will provide you with a copy, taking the signed copy with them (as a delivery receipt). If one is not offered, request one, as is your right. The Bill Of Lading or Freight Bill is the only documentation of the condition of a shipment when it arrives at your location. Without this document, we cannot hold others accountable for items damaged or missing.

Please note that freight shipments are delivered "curb-side," meaning that the driver is only responsible for delivery of the shipment to the property - not to the garage or inside the location.

When should I sign for the shipment?

You should only sign for the shipment once you are satisfied with the condition of the shipment. Your signature on the delivering carrier's freight Bill Of Lading (BOL) constitutes acceptance of the merchandise "as is" and in good order. If you do not inspect before signing, you are, for all practical purposes, waiving the right to collect on a damage claim, even if the damage is discovered later (known as concealed damage).

What if the shipment arrives damaged?

If the box, crate, or merchandise is visibly damaged, refuse the delivery and contact us immediately to request a Return Authorization number so the merchandise can be shipped back to its origin at no charge. Please also notify us of the situation as quickly as possible so we can follow up on our end to assist with any required procedures. Please be aware that, as a shipment is technically the property of the consignee once it is loaded onto a freight truck, it is the consignee's responsibility to pursue a damage claim for replacement or compensation.

What is concealed damage?

Concealed damage is damage you did not notice when you first accepted your shipment or was hidden from your sight.

What if I don't see any damage until after the freight driver has left?

This must be reported immediately. If the consignee has signed for the shipment indicating there was no damage noted at the time of receipt, the consignee would then have to take up their claim with the freight carrier if concealed damage becomes apparent after receipt. Many people order products in advance of need and wait until it is installed to finally check the product’s condition (sometimes weeks or even months have passed); in these situations, it is the consignee's sole responsibility to contact the freight carrier and pursue a claim.

In the event of concealed damage, it is vital that you immediately document and photograph (if possible) the packaging and the damage. You must keep the packaging. Do not move the item, but call the carrier and report the damage. They will begin a concealed damage claim and ask for an inspection. You must also notify us so that we know the situation and can be of assistance if required. The inspector will determine if the carrier is possibly caused by the damage.

Remember, in cases of concealed damage, you signed the document saying everything was OK; a report and a claim must be filed with the carrier immediately - the sooner concealed damage is discovered and reported, the better.

What if I have my neighbor sign for me because I cannot be there for the delivery?

If you have someone signing the freight bill for you, for whatever reason, they are acting as your representative; you should inform them that they should check for damaged items. If the freight is signed for without notating damaged or missing pieces - regardless of whether you or your representative signed for it - it is difficult to get the freight companies to take responsibility.

Will you replace my order if it is delivered damaged?

We cannot be held responsible for freight damage; we will help you deal with the freight company, but you must call the freight inspector and file the claim. Ultimately, it is the Freight company's responsibility to deliver the shipment in good condition, and it is the consignee's responsibility to inspect and sign for the products and notate any damage.

If I order a heavy item, will the freight driver deliver it wherever I need it on the premises?

In short, no. The freight carrier's responsibility is to deliver within the property line; once it has been delivered to the address supplied and the Delivery Receipt has been signed, the driver has fulfilled their obligation. Freight will be unloaded at the delivery site immediately adjacent to the delivery vehicle only.

Will the freight driver take the shipment off of the truck for me?

The freight truck driver is only responsible for getting the shipment to the delivery site (please note that the shipment will be delivered only to the property - not into the garage or inside the location); if there are no means to remove the shipment from the truck at the delivery site, the shipment may be returned to the freight carrier hub, where a different truck may be assigned for the delivery, which will incur additional costs that are the consignee's responsibility. If a lift gate were requested when the order was placed, the driver would remove the shipment from the truck. However, they are not automatically supplied if no lift gate is requested in advance. If delivery is attempted without the means to remove the shipment from the truck, you will be responsible for return freight charges and any storage fees incurred. The best way to avoid this is to request a lift gate when the order is placed.

What is a Liftgate fee, and how much does it cost?

A liftgate fee is charged when loading or unloading is done using a truck’s lift gate, also commonly known as a tail - a foldable metal platform mounted on a commercial truck’s back. The liftgate fee is usually about $100 to $250, depending on the carrier, truck type, and amount of cargo being loaded or unloaded.

Do residential deliveries need a Lift Gate Service?

The short answer is yes. Most homes are not equipped for the unloading of trailers or straight trucks. Trouble is not far behind when UPS or FedEx cannot handle large shipments yet must be dropped off at a residence. If a business cannot directly load and unload large shipments on its own, an outside delivery service with a lift gate can be the solution.

If I have a forklift, do I need a Lift Gate?

Lift gates are usually not required by companies with a forklift or shipping dock. With shipping docks, trucks can be backed up to the platform and unloaded; it does not need to be adjusted to the ground first. Companies with forklifts also don’t regularly need lift gates since the forklift can raise and lower pallets from the freight on its own. Most of the time, lift gate services are aimed at businesses that don’t have a forklift or shipping dock on the origin or receiving end of a shipment.

I told my customer the date you gave me, and now they are fining me due to your delays. Can you expedite shipping at your expense?

Please Contact Us so our representatives can assist you

What is the timeline to submit a claim for a lost or damaged parcel?

Carriers have a 60 days liability period when the shipper may open an investigation case if the package was lost or damaged.