Lost/Stolen PolicyUpdated a month ago
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.
Package Protection guarantees a replacement only in cases where the order is lost or stolen; it does not qualify the customer for a refund under these circumstances. Please note that replacements will only be issued for the exact items from the original order; changes to color or item type are not permitted.
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 [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.