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Lost/Stolen PolicyUpdated a month ago

Lost/Stolen Policy

Sometimes delivery scans can occur early and your package will arrive days later. 

We understand the frustration and inconvenience that can arise if your package appears to be lost or stolen despite being marked as delivered. While we strive to ensure the safe delivery of all orders, we recognize that unforeseen circumstances may occur. Here's how we handle such situations:


  1. Contact Us:

    • If your tracking information shows that your package has been delivered, but you haven't received it, please promptly reach out to our customer support team. You can contact us via email at [email protected] and provide your order details, including the tracking number.
  2. Shipping Protection:

    • If you have purchased Shipping Protection, please notify our support team immediately. We will guide you through the necessary steps to initiate the claim process and expedite resolution.
  3. No Shipping Protection:

    • For orders without Shipping Protection, we will take the responsibility of filing a claim with the shipping carrier, typically FedEx, on your behalf. Rest assured, we will keep you informed about the progress of the claim and any developments that arise.
  4. Updates:

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

Important Notes:

  • 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. Despite this, we are committed to assisting you to the best of our ability in resolving the issue.

  • Responsibility: Tote&Carry cannot be held responsible for packages that have been scanned and marked as delivered by the carrier. However, we are dedicated to working with you and the shipping carrier to find a satisfactory resolution.

At Tote&Carry, we value your satisfaction and strive to provide exceptional customer service. If you have any further questions or concerns regarding lost or stolen orders, please don't hesitate to contact us.

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