Q: How do I return/echange an item?

You can place a return request in our Returns Center . Please check our Return/Exchange Policy before placing the return request. Return Policy Exchange Policy If you need more help, please email us at support@totencarry.com .

Question 1

When will my order be delivered?

Accepted Answer

Processing Time: It takes the warehouse 1-2 business days to process your order.

Standard Shipping, Estimated delivery for in-stock items: 3-5 business days.

*The following destinations are excluded from Standard Shipping:

Military Addresses (APO/FPO)
U.S. Territories, including American Samoa, Marshall Islands, Micronesia, North Mariana Islands, Palau, Puerto Rico and U.S. Virgin Islands

2 Day Expedited shipping, estimated shipping for in-stock items.

2 Day Expedited Order Received By	2 Day Expedited Order Shipped By	Expected Delivery
Sunday before 2pm PT	Monday	Wednesday
Monday before 2pm PT	Monday	Wednesday
Tuesday before 2pm PT	Tuesday	Thursday
Wednesday before 2pm PT	Wednesday	Friday
Thursday before 2pm PT	Thursday	Monday
Friday before 2pm PT	Friday	Tuesday
Saturday before 2pm PT	Monday	Wednesday

Next Day shipping, estimated shipping for in-stock items.

Next Day Order Received By	Next Day Order Shipped By	Expected Delivery
Sunday before 2pm PT	Monday	Tuesday
Monday before 2pm PT	Monday	Tuesday
Tuesday before 2pm PT	Tuesday	Wednesday
Wednesday before 2pm PT	Wednesday	Thursday
Thursday before 2pm PT	Thursday	Friday
Friday before 2pm PT	Friday	Monday
Saturday before 2pm PT	Monday	Tuesday

Please Note: Processing times and shipping times can vary *

Question 2

How Do I Track My Order?

Accepted Answer

Tracking your order is quick and easy!

To check the status of your delivery at any time, simply click the link below and enter your order order number or tracking number:

Track My Order

This page will show you real-time updates from the carrier, including estimated delivery dates and transit history.

Need Help?

If you're having trouble locating your tracking number or your order isn’t showing any updates, feel free to reach out to our support team - we're happy to help!

Question 3

How do I ensure my order includes a personalized tag?

Accepted Answer

To include a personalized tag with your order, you must actively select and add the tag item to your shopping cart. Merely requesting a tag or inputting a name for customization in the text area does not automatically add the tag to your order. The tag comes with an additional cost that will be reflected in your total at checkout when it is properly selected.

If you find that your delivered order is missing the personalized tag, it's likely due to the tag not being added as a line item and not being charged for. You can verify this by reviewing the order details or receipt where all charged items are listed. If you still wish to purchase the tag after receiving your order, the online shop can send you an invoice for the tags. Please check your order summary to ensure the tag is listed before completing your purchase.

Once you place the order for Custom Tags correctly, they will be shipped separately and will arrive in a different package, up to 10 days after your other regular items.

Question 4

How do I return/echange an item?

Accepted Answer

You can place a return request in our Returns Center.

Please check our Return/Exchange Policy before placing the return request.

Return Policy

Exchange Policy

If you need more help, please email us at support@totencarry.com.

Question 5

Can I Cancel Or Change My Order?

Accepted Answer

In order to get your orders to you as quickly as possible, we have a limited window to cancel orders. If you wish to cancel your order please email us within 30 minutes.

Please note: If the order has been fulfilled and you have received the tracking confirmation we would not be able to cancel your order.

Canceling an order

Please contact us at: support@totencarry.com
Provide us with your order # and reason for your cancellation.

Making a change to an order

Unfortunately we are not able to make any changes to your order; such as: Adding/removing items, changing size/color, adding a promo or discount code, etc.

Inability to cancel an order

If you’re unable to cancel your order, we can:

Contact the carrier (FedEx, UPS or USPS) once it ships and ask if your order can be returned to us (there is no guarantee that it can be rerouted).
there will be an interception fee if we succeed to intercept the order.
Refuse the package at the time of delivery to have your order returned to us and we’ll process a refund.

For more info on returns, here’s our Return Policy

Question 6

What is "Free Returns + Package Protection"?

Accepted Answer

What is "Free Returns + Package Protection"?

At Tote&Carry, we strive to provide our customers with a seamless and worry-free shopping experience. The "Free Returns + Package Protection" option is designed to give you extra peace of mind when placing an order. Here's what it covers:

Free Returns

If you're not 100% satisfied with your purchase, this feature allows you to return the item without worrying about additional shipping costs. You’ll receive:

Hassle-free returns within our return policy window.
No additional fees for return shipping.
A streamlined process to ensure your refund or exchange is processed promptly.

Package Protection

Sometimes, unexpected issues can arise during shipping. With Package Protection, you’re covered for:

Lost Packages: If your order gets lost in transit, we’ll replace it or issue a refund at no cost to you.
Damaged Items: Received an item that was damaged during shipping? We’ve got you covered with a free replacement or refund.
Stolen Packages: If your package is marked as delivered but you didn’t receive it, we’ll investigate and ensure a resolution.

If you have any questions about "Free Returns + Package Protection," feel free to reach out to our Customer Service team—we’re happy to help!

Question 7

How do I contact y'all?

Accepted Answer

Customer Support Hours:

📆 Monday to Friday

🕘 8:00 AM – 5:00 PM PST

📩 We respond to all inquiries within 24 hours.

We're committed to delivering a smooth, reliable experience every time.

Email: support@totencarry.com

Call: +1 949 625 2467

Chat: Use the chat button on the bottom right corner of the website.

Question 8

Returns and Refunds Policy

Accepted Answer

Tote&Carry Returns and Refunds Policy

At Tote&Carry, we are committed to your satisfaction. If you are not entirely satisfied with your purchase, we offer a clear and fair returns and refunds process.

Eligibility for Returns

Return Window: You have 30 days from the date of delivery to submit a return request.
Label Expiry: Return labels issued by Tote&Carry will expire 28 days after they are generated.
Condition: Items must be unused, unwashed, and in their original packaging with all tags attached.
Non-Returnable Items: Custom tags with customer names and heavily discounted items are not eligible for returns.
Return Process Requirement: All returns must be submitted through our returns portal before being sent back. We will not process any returns that are sent without going through the portal.
Warehouse Policy: If a return arrives at our warehouse but is not found in our returns system, it will not be processed. While the warehouse may sign for the package, they will not handle the return if it was not submitted through the portal. Additionally, if we are unable to verify the return in our system, the item may be discarded.

Return Options

When initiating a return, customers can choose one of the following options:

Store Credit: Receive store credit for future purchases.
Exchange: Exchange your item for a different size, color, or product.
Refund to Original Payment Method: Receive a refund back to your original form of payment.

How to Initiate a Return

Self-Service Returns:
- Via Our Returns Center: Visit our Returns Center to initiate your return. If you opted for "Free Returns + Package Protection" at the time of purchase, you will receive a prepaid return label at no cost. If you did not opt for this service, you will be required to pay for the return label.
- Restocking Fee: A $10 restocking fee will be deducted from your refund if you did not choose "Free Returns + Package Protection."
Agent-Assisted Returns:
- Via Customer Service: If you need assistance or are unsure how to proceed, our customer service agents can submit a return request on your behalf. For customers who did not opt for "Free Returns + Package Protection," the return label fee will either be invoiced in case of an exchange or deducted from the refund amount.

Return Shipping Fees

Free Returns: If you selected "Free Returns + Package Protection" at checkout, your return shipping is covered.
Paid Returns: If you did not select this option, the cost of the return label will vary based on item size and location, and will be deducted from your refund or invoiced for exchanges.

Processing and Refunds

Processing Time: Returns will be processed within 7-10 business days after we receive your item(s).
Refunds: Once your return is processed, refunds will be issued to your original payment method, or as store credit, depending on your choice at the time of the return request.
Exchanges: Exchange orders will be processed and shipped after we receive and inspect the returned items.

Restocking Fee

A $10 restocking fee applies to all returns unless you opted for "Free Returns + Package Protection."

Damaged or Defective Returns

If we receive a return that is damaged or defective, we will contact you to discuss the item’s condition. Depending on the situation, we may deduct a certain amount from your refund or reject the return.

Contacting Us

Email: Reach us at support@totencarry.com.
Chat: Connect with us via live chat on our website.
Contact Form: Fill out the contact form available in our help center for further assistance.

Please Note:

We are not liable for any return packages that may become lost or stolen in-transit.
Damaged, defective, or incorrect items must be reported within 14 days of delivery to be eligible for a free replacement or refund
Items must be in re-sellable condition, in their original packaging, and free from defects to qualify for a refund
Refunds are credited back to the original method of payment used to place the order.
Refunds can take up to 7 days to return to your card depending on your financial institution.
If you didn't receive your refund within 7 days, please contact your financial institution.

Question 9

Exchange Policy

Accepted Answer

Tote&Carry Exchange Policy

At Tote&Carry, your satisfaction is our top priority. We gladly accept exchanges and have streamlined our process to ensure you can find the perfect replacement item(s) quickly and without hassle.

How It Works

If you wish to exchange your item(s), please follow these steps:

Initiate a Return: Start by initiating a return through our online returns portal, following our return policy guidelines.
Request an Exchange: When submitting your return request, select the exchange option and specify the item(s) you would like as a replacement.
Processing: We will process your exchange order only after we have received and inspected the returned item(s). Exchange orders are typically processed within 7-10 business days.

To visit our Returns Center, click here.

Fees and Shipping Costs

Restocking Fee: A $10 restocking fee applies to all exchanges unless you opted for "Free Returns + Package Protection."
Return Shipping Costs:
- If you selected "Free Returns + Package Protection" at checkout, your return shipping is covered.
- If you did not select this option, the return label cost will vary based on item size and location, and you will be invoiced for this cost.

Eligibility for Exchanges

Condition: Items must be unused, unwashed, and in their original packaging with all tags attached.
Non-Returnable Items: Custom tags personalized with your name or logo and heavily discounted items are non-returnable and cannot be exchanged.
Gift Cards: Gift cards are non-refundable and cannot be exchanged.

Damaged or Defective Returns

If we receive a return for exchange that is damaged or defective, we will contact you to discuss the item’s condition. Depending on the situation, we may deduct a certain amount from your refund, send you an invoice for the difference, or reject the exchange.

Contacting Us

Email: Reach us at support@totencarry.com.
Chat: Connect with us via live chat on our website.
Contact Form: Fill out the contact form available in our help center for further assistance.

Question 10

Lost/Stolen Policy

Accepted Answer

Tote&Carry Lost/Stolen Package Policy

At Tote&Carry, we understand the frustration of a lost or stolen package. We are committed to assisting you throughout the process to ensure a satisfactory resolution.

Procedure

1. Our Claims Center:

If your package is lost or stolen, please visit our Claims Center to file a shipping claim.

2. Shipping Protection:

With "Free Shipping + Package Protection": If you opted for "Free Shipping + Package Protection" at the time of purchase, your lost or stolen order can be replaced after we initiate an investigation.

Please note that delivery scans can sometimes occur early, and your package may arrive a few days later.

Without Shipping Protection: If you did not purchase "Free Shipping + Package Protection," Tote&Carry will take responsibility for filing a claim with the shipping carrier on your behalf. We will keep you informed about the progress of the claim and any developments that arise.

3. Updates:

Throughout the claim process, we will provide regular updates to keep you informed of the status and any actions taken.

Important Notes

1. Limited Liability:

While we empathize with the inconvenience caused by lost or stolen packages, please understand that once a package has been shipped from the Tote&Carry facility and is marked as scanned and delivered by the carrier, our liability becomes limited. However, we are committed to assisting you to the best of our ability in resolving the issue.

2. Responsibility:

Tote&Carry cannot be held responsible for packages that have been scanned and marked as delivered by the carrier. Despite this, we will work diligently with you and the shipping carrier to find a satisfactory resolution.

3. Processing Time:

With Shipping Protection: Your claim should be processed within 3 days after the investigation is initiated.
Without Shipping Protection: Your claim will be reviewed by the carrier, and processing times will vary depending on the carrier.

4. Contacting Us:

Email: Reach us at support@totencarry.com.
Chat: Connect with us via live chat on our website.
Contact Form: Fill out the contact form available in our help center for further assistance.

Question 11

Damaged Items policy

Accepted Answer

Tote&Carry Damaged Items Policy

We understand that receiving a damaged item can be disappointing. At Tote&Carry, we prioritize customer satisfaction and strive to address any issues promptly. Here’s how we handle situations involving damaged items:

Procedure

1. Inspect Upon Delivery:

We recommend opening your item(s) and examining the product as soon as the package arrives. This ensures any damage is identified promptly.

2. Notification Deadline:

To be eligible for a free replacement, you must notify us of any damage within 14 days of receiving your order. If you contact us after this 14-day period, you may be responsible for paying the shipping fees associated with the replacement.

3. Contact Us:

If you receive a damaged item, please submit a claim in our Claims Center without delay. You can provide details of your order, including photographs or descriptions of the damage there.

4. Assessment:

Our support team will assess the reported damage and reach out to you within 1-2 business days.

5. Replacement or Refund:

Depending on the availability of the product and your preference, we will offer you the choice of a replacement item or a store credit refund for the damaged item's purchase price, including any shipping fees paid, if the claim is made within the first 14 days.

6. Timely Resolution:

We understand the importance of resolving issues promptly. Rest assured, we will work diligently to ensure a satisfactory resolution to your damaged item concern.

Important Notes

1. Documentation:

To expedite the resolution process, please provide clear documentation of the damage, such as photographs or detailed descriptions, when contacting us.

2. Resellable Condition:

If the damaged item is still usable or repairable, please retain the original packaging and any accompanying accessories. We may request that you provide evidence of the damage for our records.

3. Resolution Options:

Our goal is to provide you with a seamless resolution to your damaged item concern. Whether it's a replacement (with free shipping if reported within 14 days) or a store credit refund, we will strive to accommodate your preference and ensure your satisfaction.

Contacting Us

Email: Reach us at support@totencarry.com.
Chat: Connect with us via live chat on our website.
Contact Form: Fill out the contact form available in our help center for further assistance.

Question 12

Warranty Policy

Accepted Answer

Tote&Carry Warranty Policy

At Tote&Carry, we stand by the quality of our products with a comprehensive 2-year limited warranty. This warranty reflects our commitment to craftsmanship and ensures your confidence in every purchase. Rest assured that your Tote&Carry product is protected against manufacturing defects for two full years from the original date of delivery.

Coverage

Manufacturing Defects: Our warranty covers manufacturing defects that may occur during the production process.
Exclusions: This warranty does not cover damage resulting from misuse, overfilling, neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, or transport damage (e.g., by airlines).

Warranty Coverage

2-Year Warranty: Effective from January 2024, our 2-year limited warranty offers free replacements for any item with manufacturing defects within two years from the original date of delivery. This warranty ensures your continued satisfaction and confidence in the quality of our products.

Out-of-Stock Items

Store Credit: If your eligible item is out of stock, we will provide you with a store credit that allows you to place an order for a similar item or items. This credit will be equivalent to the purchase price of the original item.

Customer Responsibilities

Shipping Costs: Please note that the customer is responsible for the cost of shipping for the replacement item if the order is beyond 14 days from the original date of delivery.

Submitting a Claim

To submit a warranty claim, please visit our Claims Center and follow the steps provided. Our team will review your claim within 1-2 business days.

Contacting Us

Email: Reach us at support@totencarry.com.
Chat: Connect with us via live chat on our website.
Contact Form: Fill out the contact form available in our help center for further assistance.

Question 13

Freshen Up: Removing New Bag Smell with Tote&Carry

Accepted Answer

Congratulations on your stylish new Tote&Carry bag! We understand that sometimes new bags come with a distinctive odor due to the materials used in manufacturing. Not to worry, though – in this article, we'll share some tips and tricks to help you effectively remove that new bag smell and enjoy your Tote&Carry accessory to the fullest.

Air it Out:
One of the simplest and most effective ways to eliminate the new bag smell is to allow your bag to air out. Find a well-ventilated area, such as a balcony or patio, and hang your bag up for a few hours. Opening up the bag and letting it breathe will help dissipate any lingering odors.
Baking Soda Absorption:
Baking soda is known for its odor-absorbing properties and can be a great ally in neutralizing the smell of your new bag. Sprinkle a small amount of baking soda inside the bag and let it sit overnight. The baking soda will absorb any unwanted odors, leaving your bag smelling fresh and clean in the morning.
Charcoal Deodorizers:
Activated charcoal is another natural odor absorber that can help eliminate the new bag smell. Place a few charcoal deodorizer sachets or bags inside your bag and leave them overnight. The porous structure of activated charcoal effectively traps odors, leaving your bag smelling fresh without the use of harsh chemicals.
Fabric Fresheners:
If you're looking for a quick and convenient solution, fabric fresheners can be a great option for freshening up your new bag. Choose a mild, unscented fabric freshener and lightly mist the interior and exterior of your bag. Allow it to air dry completely before using.
Vinegar Solution:
Vinegar is known for its ability to neutralize odors and can be a powerful ally in removing the new bag smell. Mix equal parts white vinegar and water in a spray bottle and lightly mist the interior of your bag. Be sure to spot test in an inconspicuous area first to ensure compatibility with your bag's material.

Don't let the new bag smell dampen your excitement for your stylish Tote&Carry accessory. With these simple tips and tricks, you can effectively remove any unwanted odors and enjoy your bag to the fullest. Remember to always follow care instructions specific to your bag's material to ensure longevity and continued freshness. Here's to many odor-free adventures with your Tote&Carry bag!

Question 14

Traveling in Style: Elevate Your Journey with Tote&Carry

Accepted Answer

Welcome to Tote&Carry, where we believe that every journey should be as stylish as it is memorable. Whether you're jet-setting across the globe or embarking on a weekend getaway, our brand is dedicated to providing you with the perfect companions for your travels. In this article, we'll explore how you can elevate your travel experience with Tote&Carry's collection of stylish and functional bags.

Versatile Travel Companion
At Tote&Carry, we understand the importance of versatility when it comes to travel accessories. Our carefully curated collection includes a range of bags designed to meet your specific needs. From spacious duffel bags for long trips to compact backpacks for urban adventures, we have the perfect companion for every journey.
Premium Quality, Stylish Designs: Stand out from the crowd with our signature designs crafted from premium materials. Whether you prefer sleek and minimalist aesthetics or bold and eye-catching patterns, Tote&Carry has something for everyone. Our attention to detail ensures that each bag not only looks stylish but also withstands the rigors of travel, keeping your belongings safe and secure.
Organized and Efficient Packing:
Say goodbye to the hassle of disorganized packing with Tote&Carry's thoughtfully designed bags. Featuring multiple compartments, pockets, and dedicated storage options, our bags make it easy to stay organized on the go. From padded laptop sleeves to removable toiletry pouches, everything has its place, allowing you to focus on enjoying your journey without worrying about misplaced items.
Seamless Travel Experience:
We believe that convenience is key when it comes to travel, which is why our bags are designed with your comfort and convenience in mind. With features like adjustable straps, padded shoulder pads, and easy-access pockets, Tote&Carry bags ensure a seamless travel experience from start to finish. Whether you're navigating bustling airports or exploring new destinations, our bags are designed to keep up with your adventures.

Conclusion:

Traveling in style is about more than just looking good – it's about embracing every moment of your journey with confidence and convenience. With Tote&Carry as your trusted companion, you can elevate your travel experience to new heights. Explore our collection today and discover the perfect travel companion for your next adventure.

Question 15

Tote&Carry - Vest Instructions Video.

Accepted Answer