Returns and Refunds PolicyUpdated 4 months ago

Tote&Carry Returns and Refunds Policy

At Tote&Carry, we are committed to your satisfaction. If you are not entirely satisfied with your purchase, we offer a clear and fair returns and refunds process.

Eligibility for Returns

• Return Window: You have 30 days from the date of delivery to submit a return request.
• Label Expiry: Return labels issued by Tote&Carry will expire 28 days after they are generated.
• Condition: Items must be unused, unwashed, and in their original packaging with all tags attached.
• Non-Returnable Items: Custom tags with customer names and heavily discounted items are not eligible for returns.

Return Options

When initiating a return, customers can choose one of the following options:

1. Store Credit: Receive store credit for future purchases.
2. Exchange: Exchange your item for a different size, color, or product.
3. Refund to Original Payment Method: Receive a refund back to your original form of payment.

How to Initiate a Return

• Self-Service Returns:
  • Via Our Returns Center: Visit our Returns Center to initiate your return. If you opted for "Free Returns + Package Protection" at the time of purchase, you will receive a prepaid return label at no cost. If you did not opt for this service, you will be required to pay for the return label.
  • Restocking Fee: A $10 restocking fee will be deducted from your refund if you did not choose "Free Returns + Package Protection."
• Agent-Assisted Returns:
  • Via Customer Service: If you need assistance or are unsure how to proceed, our customer service agents can submit a return request on your behalf. For customers who did not opt for "Free Returns + Package Protection," the return label fee will either be invoiced in case of an exchange or deducted from the refund amount.

Return Shipping Fees

• Free Returns: If you selected "Free Returns + Package Protection" at checkout, your return shipping is covered.
• Paid Returns: If you did not select this option, the cost of the return label will vary based on item size and location, and will be deducted from your refund or invoiced for exchanges.

Processing and Refunds

• Processing Time: Returns will be processed within 7-10 business days after we receive your item(s).
• Refunds: Once your return is processed, refunds will be issued to your original payment method, or as store credit, depending on your choice at the time of the return request.
• Exchanges: Exchange orders will be processed and shipped after we receive and inspect the returned items.

Restocking Fee

• A $10 restocking fee applies to all returns unless you opted for "Free Returns + Package Protection."

Damaged or Defective Returns

• If we receive a return that is damaged or defective, we will contact you to discuss the item’s condition. Depending on the situation, we may deduct a certain amount from your refund or reject the return.

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.

Please Note:

• We are not liable for any return packages that may become lost or stolen in-transit.
• Damaged, defective, or incorrect items must be reported within 14 days of delivery to be eligible for a free replacement or refund
• Items must be in re-sellable condition, in their original packaging, and free from defects to qualify for a refund
• Refunds are credited back to the original method of payment used to place the order.
• Refunds can take up to 7 days to return to your card depending on your financial institution.
• If you didn't receive your refund within 7 days, please contact your financial institution.