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Damaged Items policyUpdated 2 months ago

Damaged Items Policy:

We understand that receiving a damaged item can be disappointing. At Tote&Carry, we prioritize the satisfaction of our customers and aim 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. Failure to do so may result in the customer being responsible for shipping fees associated with the replacement.
  3. Contact Us:

    • If you receive a damaged item, please contact our customer support team without delay. You can reach us via email at [email protected] and provide details of your order, including photographs or descriptions of the damage.
  4. Assessment:

    • Our support team will assess the reported damage and guide you through the necessary steps to resolve the issue swiftly.
  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.
  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:

  • Documentation: To expedite the resolution process, please ensure that you provide clear documentation of the damage, such as photographs or detailed descriptions, when contacting us.

  • Resalable 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.

  • Resolution Options: Our goal is to provide you with a seamless resolution to your damaged item concern. Whether it's a replacement or a refund, we will strive to accommodate your preference and ensure your satisfaction.

At Tote&Carry, we are committed to delivering quality products and exceptional service. If you encounter any issues with your order or have further questions regarding damaged items, please don't hesitate to contact us.

Your satisfaction is our priority.

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