Frequently asked questions

View the frequently asked questions below. If your question does not exist, please contact us via the contact form, by e-mail: info@toppoint.com or call +31 (0)74 - 2077900.

• General (for end customers)

  How can I find a Toppoint dealer to order Toppoint articles?
  In the dealer overview you can easily find the nearest dealer of Toppoint by filling in a place or zip code. Our authorized distributors are active in the promotional products sector. Toppoint is in no way responsible if your dealer does not comply with agreements that have made with you.

  How can I view the Toppoint articles in real life?
  Most Toppoint dealers have a showroom at their disposal. Make an appointment with your dealer to get inspired by the extensive assortment of Toppoint. In the dealer overview you can easily find the nearest dealer of Toppoint by filling in a place or zip code.
  The prices are including one colour imprint, one side unless otherwise noted. You will also find the printing costs for the second and each subsequent colour. Ask your dealer about the various possibilities.

  What is the thought behind ‘We Aim High’?
  Toppoint always goes for ‘We Aim High’. So we go for the best result we can get. We help our dealers stand out from the crowd with our products so they can achieve their goals. We make sure that our dealers stand central and that we make them feel special with our products from top quality, from giveaways to premiums. Also, the bar for our production techniques is high. Besides that, we set the highest requirements for ourselves when it comes to CSR. Everything so that our dealers can get the best success rate.

  Which printing techniques are provided by Toppoint in its own printing company?
  About 95% of our collection can be personalized with own design or logo. With almost twenty different printing techniques that we do in-house, we are the precursor in advanced printing techniques for decades. Our modern printing company has the highest quality printing machines.

  We take care of:

  • Pad printing
  • Silk screen printing (on bags/flat screen printing/circular screen printing/ceramic direct printing)
  • UV circular silk screen printing
  • UV High Gloss silk screen printing
  • Puff print
  • Transfer onto textiles
  • Ceramic transfer print
  • Sublimation (all around/flat)
  • Doming
  • Laser engraving (1 or 2 tone)
  • Digital print (also 3D digital print)

   You can find more information about our printing techniques on our website on the ‘imprint techniques’ page.

• General (for dealers)

  When can I become partner with Toppoint?
  We would like to welcome you as a partner when you profile as a reseller of our products. At the moment this is proved, we will provide login codes to get access to our web shop. The prices that are shown when you are logged in are the netto prices.

  How can I become a Toppoint partner?
  Do you want to become a Toppoint partner? Make sure to fill in the registration form and we will contact you within 24 hours (on work days).

  How can I make an appointment with an account manager of Toppoint?
  Do you want to make an appointment with one of our account managers? You can contact us by phone +31 (0)74 – 2077900 or send an e-mail to info@toppoint.com.

  What is the thought behind ‘We Aim High’?
  Toppoint always goes for ‘We Aim High’. So we go for the best result we can get. We help our dealers stand out from the crowd with our products so they can achieve their goals. We make sure that our dealers stand central and that we make them feel special with our products from top quality, from giveaways to premiums. Also, the bar for our production techniques is high. Besides that, we set the highest requirements for ourselves when it comes to CSR. Everything so that our dealers can get the best success rate.

  Which printing techniques are provided by Toppoint in its own printing company?
  About 95% of our collection can be personalized with own design or logo. With almost twenty different printing techniques that we do in-house, we are the precursor in advanced printing techniques for decades. Our modern printing company has the highest quality printing machines.

  We take care of:

  • Pad printing
  • Silk screen printing (on bags/flat screen printing/circular screen printing/ceramic direct printing)
  • UV circular silk screen printing
  • UV High Gloss silk screen printing
  • Puff print
  • Transfer onto textiles
  • Ceramic transfer print
  • Sublimation (all around/flat)
  • Doming
  • Laser engraving (1 or 2 tone)
  • Digital print (also 3D digital print)

   You can find more information about our printing techniques on our website on the ‘imprint techniques’ page.

• Ordering

  How do I place an order at Toppoint.com?
  You can place an order by following a few simple steps:

  1. Log in to our website.
  2. Select the articles and enter the desired number.
  3. Go through the indicated steps and place the items in your shopping basket.
  4. Check the order and place your order.
  5. You receive the order confirmation and any digital proof for approval on printed orders.

  Can I order a different quantity?
  We use fixed price tables, within which fixed rates apply. The prices are based on the scale within which the number of your order falls. There is always a minimum order quantity (MOQ). But it is also possible to order below the minimum purchase for blank orders. There is then only a surcharge of € 35 per order. The percentage of additional or lesser delivery is related to the value of the product.

  Can I change the order that I already have placed?
  Before the agreement on the digital proof, with the exception of the article and the printing method, the order can still be changed. After agreement on the digital proof it is no longer possible to change the order, it is then still possible to adjust your reference or address.

  Will I receive an order confirmation?
  With an order you will receive an order confirmation by e-mail. In the case of commissions with printing, you will receive a final order confirmation after approval of the digital proof, including the final date of dispatch. In the case of blank orders, you will immediately receive a confirmation including the shipping date.

• Costs order process

  How much does a sample cost?
  The costs of a sample are equal to the standard set up costs which are €36, - per colour/logo/position.
  

  When will I pay order surcharge?
  There will be an order surcharge of €35, - if you purchase blank samples below the minimum quantity of an article. The costs of the order surcharge will be shown as a separate line in the quotation process and on the order confirmation. It is not possible to order below the minimum quantity of imprinted articles.

  What are set-up costs?
  Set-up costs are the costs for the type setting, producing the print plates and setting up the imprint machines. Imprint and set-up costs are shown per colour/position per product unless it is stated otherwise.
  

  What are handlings costs?
  Our products are packaged in different ways and it could be the case that the products are packaged individually when delivered. If you would like to have your products imprinted, the products will have to be unpacked and packed after imprinting. The costs that are related to these actions are called handlings costs. The amount of the handlings costs will depend on how the product is packaged. You will find the handlings costs listed per product on our website below the tab prices.

• Prices

  For which period do Toppoint prices apply?
  You can find the gross prices in our brochures. The print prices as well as the product prices can be changed during the year. The prices that are shown on our website are always leading and binding at all times.

  Are the prices excluding VAT?
  All our prices are in euros excluding VAT and apply until further notice. Changes can be made without prior notice. Although the utmost care is devoted to the reliability and topicality of the data on the website, inaccuracies can occur. Toppoint does not accept any liability for inaccuracies and incompleteness of the information and prices on the website www.toppoint.com.

• Shipping & delivery time

  When do I receive my order?
  After approval of the digital proof, printed articles are normally sent within 8 to 10 working days, with the exception of exceptions. With every order you will receive a final order confirmation which also includes the date of dispatch. All production and delivery times are based on as fast as possible.

  If for any reason we can not deliver on the issued date, we will contact you. Toppoint only gives estimated delivery times. Toppoint is not liable if your dealer uses different delivery times and conditions.

  Which delivery options can I choose?
  The shipping time is standard 1 to 2 working days to one address within the Benelux.
  Shipping in the Benelux is done with UPS, Dachser, PostNL or DHL. When Express delivery is possible, you can indicate this when ordering or in your order.

  What are the delivery costs?
  Toppoint delivers 'ex factory'. The costs depend on the volume, the order value and the delivery address. Toppoint does not charge shipping costs for a certain order value. The shipping costs are indicated on the quotation and order confirmation.

  Can I track my order(s)?
  Once your order has been sent, you will automatically receive an e-mail with the track and trace data.

  In which countries is delivery possible?
  Delivery is possible in all countries that fall under the European Union (EU).
  We use fixed columned prices, the fixed rates are in there. There is always a minimum order quantity. If you order below the minimum quantity we charge extra costs. The price is based on the column price in which the quantity of your order is. Toppoint and /or your dealer have the right to carry out more or less deliveries, within a range of (at most) ten percent of the ordered amount, and to pass these costs on to you.

• Shipments outside EU

  1. What do I need to arrange for a shipment to a country outside the EU?
  In almost all cases, you must have a VAT and EORI number and this must be known to us.
  In addition, you do not need to arrange anything extra.
  
  After we have received your order, we will take care of the necessary paperwork.
  However, you should be aware of possible longer shipping times, customs clearance fees and taxes that apply in the country of delivery.
  
  2. How does delivery to a country outside the EU affect a shipment?
  Shipments to be delivered to a non-EU country are subject to additional regulations.
  Additional documentation is required (invoice/pro forma) and the shipment is subject to customs control.
  
  3. Which carriers are used by Toppoint?
  Toppoint uses UPS and Dachser for transport.
  - UPS: Used for parcels.
  - Dachser: Used in case of volume shipments (pallets) and dangerous goods (lighters, cleaning gel, etc.)
  
  4. What will happen with my shipment after it has been shipped by Toppoint?
  The first (sometimes also the second) day will be used by the carrier to prepare the shipment for export to a country outside the EU, this does not directly delay the transport time. In extreme cases, customs may carry out an additional check, which will require additional days, the status on the track and trace you receive from us may seem unchanged at first. After customs clearance, the shipment will follow the standard process.
  The status in the tracking system will then be updated, allowing you to further track your shipment.
  
  5. What is the expected transit time after my order is shipped?
  The expected shipping time is about 4-6 working days, partly depending on the region where the delivery will be done.
  
  6. Can I be contacted by a carrier about a shipment?
  Yes. Dachser can contact you to obtain a Power of Attorney (POA).
  Without a POA, the shipment cannot be imported into the destination country. Dachser will contact you as a dealer directly, this will not be done via Toppoint.
  The request for a POA is a one-time action, it is valid for a longer period.
  
  UPS may contact you in case additional customs clearance and taxes are to be paid.
  
  7. What is a Power of Attorney (POA)?
  A power of attorney (POA) is a legal document giving one person (the agent or attorney-in-fact, for example a carrier) the power to act for another person (the principal, for example the importer of the goods). The agent can have broad legal authority or limited authority to make legal decisions on behalf of the principal.
  
  8. Can there be additional costs beyond those stated in the quotation and order confirmation?
  Yes. A carrier may charge additional customs clearance fees that must be paid before your shipment is released. The additional fee consists of customs clearance, taxes and usually an extra fee for the carrier. These costs are not known in advance and on which Toppoint as a supplier has no influence and is responsible for. Additional taxes may also apply.
  
  9. Am I required to pay customs clearance before receiving my shipment?
  These additional charges are mainly demanded by parcel carriers.
  In that case, the carrier should give you two options.
  - You pay the indicated costs to the carrier.
  - You arrange customs clearance yourself. In that case, you pay only the standard clearance charges and taxes and no extra fee to the carrier.
  
  10. What are the approximate costs of customs clearance?
  It is not possible to indicate the exact costs in advance. Carriers (from parcels) are free to determine what fee they will charge in addition to the standard taxes and customs clearance.
  There are numerous websites online that have an import calculator which gives you an indication of how much the import costs will approximately be. We emphasize the word ‘approximately’ here, because reality shows that the costs are somewhat higher in reality. This is often caused by the fact that the costs of the carrier are not included, for example storage costs and administration costs. It can be useful to always consult the current TARIC (Integrated Tariff of the European Union) yourself.
  To be clear, the importer pays import costs on everything that will be imported from the European Union.
  
  11. Which kind of taxes can be calculated on my orders?
  The taxes applicable in the country of delivery may be applied to your shipment.
  These are not shown on our communication (order confirmation, offer, invoice).
  Examples of taxes that may be applied are:
  - Import tax
  - Anti dumping tax (ceramic)
  
  Specifically for UK, goods with a commercial value (goods value + shipping cost + duty + insurance) of more than £15 are liable to VAT.
  
  12. Is it possible for Toppoint to offer prices including taxes and customs clearance?
  Unfortunately, this is not possible. Taxes and customs clearance charges are additional costs for which Toppoint is not responsible and has no prior knowledge.
  
  13. Is the expected delivery date always visible on the track and trace I receive from Dachser and UPS?
  The UPS tracking system provides an expected delivery date almost immediately. In rare cases, this is not correct, for example when customs is blocking the shipment.
  
  The tracking of Dachser does not provide an expected delivery date.
  For the expected transit time to countries outside the EU with Dachser please refer to question 14.

  
  14. Expected transit times per country and per carrier.

  

  

• Compliance

  What is your policy towards the laws and regulations concerning the products?
  All of our products are European certified. Our products are extensively tested on quality, functionality and safety by certified testing offices. This way we ensure that all our products meet the right laws and regulations. Besides that, we ask our suppliers to provide us with documentation to confirm that our products will meet the requested specifications that are specified by us and by the specifications obligated by the law and regulations.

  You can find and download the product certificates on the product pages below the tab ‘details’ at product compliance. These are available so that you can order our products with an ensured feeling.

• Guarantee

  My items are damaged or broken, what to do?
  We will solve that as soon as possible. Contact your internal sales representative or call +31 (0)74 - 2077900 (info@toppoint.com).

  Do I have a warranty on my items and if so, how long does the guarantee apply?
  The standard advertising period is three months for an article and one month for a print. Your complaint will be assessed and when the complaint turns out to be right, a solution will be sought in consultation.
  Toppoint’s delivery condition is 'ex works'. Agreements on transportation costs etc. by your dealer will be made individually with you.

• My data & service

  Forgot your password?
  You can request your password by entering your e-mail address. Within a few minutes you will receive an e-mail from us with which a new password can be created.

  Changing your data?
  New company name or address? Personal details such as the delivery address can easily be changed in your account.
  

  Where can I find my invoices?
  The overview of your orders and invoices are displayed under 'my orders' in your account.