CUSTOMER SUPPORT

  • WHERE ARE MY TAGS?
  • WHERE IS MY ORDER NUMBER?
  • ARE THESE BAGS CARRY-ON?
  • I'VE RECEIVED A DAMAGED PRODUCT
  • ORDER CHANGE
  • WRONG ADDRESS INPUT
  • WHY IS MY ORDER CANCELLED?
  • WHY IS MY ORDER NOT SHIPPED
  • HOW DO I USE AFTERPAY?

 

Personalize tags take 3 weeks to complete and will be shipped at a later date as stated in your order confirmation email. Because each personalized tag is designed and molded specifically to each and every customer.

The personalized custom tags are created and processed at a different facility by our design team. When you receive your invoice there is a disclaimer stating that your tags will be delivered after your initial bag orders have been delivered.


Example: If an order contained 3 sets that had 3 different personalized tags, those tags are
created separately and specifically to the customer's request. This is the reason why the tags do take some time to finish. When your tags arrive at our facility, you will get an email regarding the shipping for your tags.


Thank you for your understanding and patience





Your order number can be found in the order confirmation email sent after purchase.
You may also receive a confirmation text to the cell phone number provided.
Order numbers will start with "TC".











Yes, all of our bags are designed to fit the overhead compartment.
We strongly advise against checking our bags in.





 

If you purchased Route Package Protection, please file a claim HERE.

Please email pictures of damaged products to: support@Totencarry.com to file the claim and process replacement.

 

 

 

 

 

 

Order changes can be made within 24 hours of purchase, if it exceeds 24 hours, we can no longer process the change and would require a order change fee of $20.00-$40.00

If you have just made your purchase and would like to modify your order. Please text: 909-480-1430 with your TC ORDER# and the changes you would like to make.

 

 

 

 

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If you have inputted the wrong address for your order, unfortunately you will be charged a $20.00-$40.00 DUMMY FEE. Jk, but for real. Wrong address shipping fee will be applied if the customer has agreed to inputted their own wrong shipping address.

 

 



Our system cancels orders that it deems as high risk potential fraudulent order.
In order to protect our billing system and authorize correct payments.
Our system will deny or block payments that it can not verify.


1. The information provided doesn't match with what's registered with the card used.

2. The shipping address differs from the billing address.


Please make sure your FULL NAME, first, last, middle is EXACTLY inputted along with the matching credit card.


If you feel that your payment has been wrongfully denied please try another form of payment method: Paypal, Apple Pay, Amazon Pay.

Email support@totencarry.com


 

Please DOUBLE CHECK your ORDER RECEIPT that is send to the email you've provided. Your order has not shipped due to a few possible reasons:

  1. The item you have purchased is a 'PRE ORDER' item and will ship at a future date.
  2. You have been sent an INVOICE and have a standing balance that needs to paid before we ship.


If you have checked your ORDER RECEIPT and your order is NOT A PRE ORDER ITEM, please text: 909-480-1430

 

 

 

 



AFTERPAY payment is available after you have inputted your shipping address. AFTERPAY payment will be at the last step of your check out.



  • CHANGE IN PRICE
  • I NEED EXPEDITE SHIPPING
  • DISCOUNT DIDN'T APPLY
  • I ORDERED THE WRONG SIZE

 

If you have purchased an item 24-48 HOURS within a PRICE CHANGE , please email: support@totencarry.com 

Unfortunately if the purchase has passed 7 days, we can not refund or credit your order.

 

 

 

 

 

Expedited Shipping is available at CHECK at additional cost.

We offer NEXT DAY, 2DAY Shipping .

 

 

 

 

If your discount promo code didn't apply, please email: support@totencarry.com with your order number TC and the promo code you want to apply.

Only 1 Promo code is allowed PER PURCHASE.

 

 

 

 

IF you have received your PACKAGE already with the wrong size, there will be a $40-$60 shipping fee for round trip and the difference in the value of you decide to upgrade your bag.

 

Order changes can be made within 24 hours of purchase, if it exceeds 24 hours, we can no longer process the change and would require a order change fee of $20.00-$40.00

 

If you have just made your purchase and would like to modify your order. Please text: 909-480-1430 with your TC ORDER# and the changes you would like to make.

 

 

 

 

 

How long does shipping take?

All orders are processed within 24-48 hours (NOT INCLUDING WEEKENDS) and your package will be delivered from 3-7 business days depending on location. We ship from Los Angeles.

How do I Return/Exchange My Items? I messed up my order details or Product Details, can I change it?

Please email: support@totencarry.com immediately when you discover the order mistake, so we correct and reprocess it before it ships. If the order has already been processed and picked up by the carrier, we CANNOT make any changes.

How do I track My Order? You will receive a shipping confirmation email, where a receipt of purchase and an automated tracking number will be provided. Please check your inbox, spam folders, or other mail categories (GMAIL) you may have for the shipping confirmation email. Please look in these areas before calling the customer service line. After You Find the Number, Go to Page and put the info required to track your order.

Thank you!
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