FAQ
If you do not have a Top Marks user account, you must create one to shop for your school. If you need assistance contact Customer Service at 1-800-667-7105 or [email protected].
Do I need an account to shop?
Yes, click here
I’m an existing customer. Do I need to reset my password?
If you are returning to shop for the first time after April 1, 2026, yes you will need to reset your password. Click here
How do I create an account?
Visit our Getting Started Page
What information do I need to add my child?
School Name and First and Last Name click here
I forgot my password. What should I do?
I forgot my password or my password does not work.
Click Forget Your Password and use the password reset tool to create a new password. Please note that pre April 2026 exisitng customer accounts will carry over to Top Marks new web site, but passwords will not. The first time you sign in to the new site (from April 2026 onwards), you will need to reset your password.
How do I shop for my child’s school?
Visit our Getting Started Page
Why am I only seeing certain products?
Once you've selected your child's school, gender, and grade, you will see only the specific items that apply
My child’s school has more than one campus. How do I see the correct items?
Select the campus specific to your school
How do I shop for more than one child?
If you have more than one child attendigng the same school add the items you need for your first child to your cart, then return to your account, select your next child, and continue shopping. Repeat this process for each child attending the same school. Cllck here for more details. If you have childern in different schools each school must be shopeed seperately you will need you will need to place a separate order for each school.
What should I do if something looks wrong in my child’s school assortment?
Review both your chlid's school's guideline and the Top Marks Shopping List. If you need help please contact our Customer Service team
I placed an order but did not receive an order confirmation email. What should I do?
First, sign in to your account and review your order history. If your order appears there, your purchase was successfully placed. If you do not see your order in your account, please contact Customer Service for assistance.
My child has changed schools. How do I update this?
If your child’s new school is supported by Top Marks, sign in to your account and edit your child’s profile to select the new school. You may need to empty your cart before making this change.
I tried to create an account, but it says my profile already exists. What should I do?
If you already have an account, try signing in to your account first or use the password reset / forgot your password option. If you are still unable to access your account, please contact Customer Service and we will help you get back in.
Where do I find sizing help?
After you've signed into your account, you will find a link to sizing guides on your school's catalogue page
Can I book a fitting appointment?
Yes, click here
Do I need an account before I can book a fitting appointment?
Yes, click here
How do I book a fitting appointment?
It's easy! Click here
How long are fitting appointments?
For Students and Families new to Top Marks, Appointments are scheduled for 60 minutes. For returning familes, apppoitnents arw scheduled for 30 minutes
What if my child has special sizing or fitting needs?
Please contact our Customer Service Team direclty and they will be happy to assist you.
How long does it take for my order to ship?
Most order will ship between 3 and 15 business days depending on the time of year. For Back to School we reccommend, placing your uniform orders before June 30.
How long does shipping take during back-to-school season?
In general shipping during during July to September is in the upper end of our 3 - 15 day range due to seasonal high volume
When should I place my back-to-school order?
You should place your back-to-school order before June 30, and take advantage of our annual May and June Free Shipping!
What happens if part of my order is not ready yet?
Our goal is to ship orders 100% complete. If we are unable due to inventory timiing stock outs your order will ship in multiple shipments at no extra charge.
Will I receive order confirmation and tracking emails?
Yes, you will receive an Order Confirmation soon after placing your online order, and a second email once the order ships with Canada Post tracking
What is your return window?
120 days from order receipt. Click here for more detail
How do I start a return or replacement order?
Click here for more detail
When will I receive my refund?
Within 5 business days of your Return being received and processed
