Damaged Items policyUpdated a month ago

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 [email protected].
• 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.