Return & Refund Policy

Shipping

After your order is placed, it may take up to 24 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 1 pm PT will not be shipped out until the next business day. If you order after 1 pm PT on a Friday, your order will likely be shipped out on the following Monday

 

DISCLAIMER:

Tote&carry is not responsible for any packages showing ‘Delivered’ and signed for. Tote&carry will not be offering to reship, refund, or reprocess any orders that were shipped to the customer’s provided shipping address. It is solely the customer’s responsibility to check shipping updates and be available to receive the ordered packages.

30 Day Guarantee:

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable) items received back with obvious signs of use or any item not in its original condition, if it is damaged or missing parts for reasons not due to our error. 

If you want to request a Return/Refund, please fill up this form to start the process: https://totencarry.returnscenter.com/

Please note that there will be a $15-$50 fee deducted from the Refund, depending on the size and the weight of the item(s).

 

Returns 

To return your product, you should mail your product in original packaging to:

1431 Potrero Ave, C, Rowland Heights, CA 91733

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of returning your order will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The route protection insurance fee is non-refundable.

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Refunds (If Applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at support@totencarry.com

 

Sale items (if applicable) 

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Non-Refundable items (if applicable) 

The Custom Tags are non-refundable, as they are personalised with your Name or Logo. 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@totencarry.com and send your item to: 

Tote&Carry

1431 Potrero Ave, C,
Rowland Heights,
CA 91733

 

If you want to request an Exchange, please fill up this form to start the process: https://totencarry.returnscenter.com/

Please note that you will be paying for the return cost to our warehouse.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Warranty: 

Subject to applicable conditions and exclusions, products are protected from the original date of purchase by a one-year limited warranty (proof of purchase required). If the product proves to be defective in material or workmanship under normal use anytime within the first year, we will repair or replace the item with same or comparable product. Defective bags will not be returned to customer. Note that the customer is responsible for any costs associated with shipping the defective product to us for repair or replacement.

THIS WARRANTY DOES COVER:

• Natural Defect of product
• Leather Stitching craftsmanship defect 
• Zipper failure of any kind (Not including accidents from jamming the bag with too many items)
• Leather material color fading and leather texture deterioration. 
• Permanent smudge marks and scratches upon receiving of the bag. 
• Disassemble and rip or tear of any parts of the bag from proper use.  

 

THIS WARRANTY DOES NOT COVER:

• Damage resulting from, in the opinion of Tote&Carry, improper handling, lack of care, accidents, inappropriate use, modification, attempted repair, negligence, normal wear and tear or aging.
• Products that are not purchased from an authorized Tote&Carry retailer.

 

The variations in color and texture over time will be affected by smudges and dirt due to use of bag. Please handle bag with care. For instructions on cleaning the bag please

Email: Support@totencarry.com  

Call for Refund / Exchanges at: (626) 522-1311
Call for General Inquiry at: (909) 480-1430

(5:30 am to 5:30 pm, Monday - Friday)