Lost/Stolen PolicyUpdated 2 days ago
Tote&Carry Lost/Stolen Package Policy
At Tote&Carry, we understand how frustrating it is to deal with a lost, stolen, or incomplete delivery. We are committed to guiding you through the claims process to ensure a fast, fair 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 for lost or stolen orders only if you report the issue within 48 hours of the carrier's marked delivery time.
After 48 Hours: Reports submitted after 48 hours will follow standard carrier investigation timelines, and replacements cannot be dispatched until the carrier formally approves the claim.
Policy Terms: Protection covers exact-item replacements only (no color or style swaps). It does not qualify the order for a cash refund. (Note: Delivery scans can sometimes occur early; packages may arrive within 1–2 business days of the scan).
Missing Items: Missing items must be reported within 1 week of delivery to be eligible for a replacement.
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.
Important: Shipping protection, Insurance, in case of theft, and lost packages are available for purchase at checkout
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.