What Is Your Return Policy?
At TotebagFactory.com, we go the extra mile to ensure customer satisfaction. If something isn’t right, we are happy to refund or exchange any new and unused merchandise within 30 days of your purchase — no questions asked, no special conditions. All we ask is that the merchandise is returned in the same condition you received it, in its original packaging, with all hang tags attached.
How Do I Return an Item?
To return or replace an item, please follow these simple steps:
- Start your return here using our convenient online return system. All you need is your order number and email address.
- Once we receive your request, we will reply with return instructions and a return number (RMA#).
- After receiving your RMA#, repack the items in their original packaging, include a copy of your original invoice, and send the package back within 5 days. Please use a shipping carrier that provides tracking and retain the tracking number as proof. The RMA# must appear on the outside of the package — we cannot accept returns without it.
- Once we receive and inspect your return, we will process your refund. Your payment will be credited to your original method of payment within 7 days. Depending on your credit card provider, it may take an additional 2–4 business days to appear on your account.
- There is no restocking fee on returns under $300. We will refund the cost of the merchandise and any applicable sales tax. However, we cannot refund the original shipping cost, and we do not cover the cost of return shipping. Returns over $300 are subject to a 20% restocking fee, plus applicable shipping and credit card charges.
- If a package is refused at delivery or returned due to an incorrect or outdated address, the original return shipping cost (minimum $14.95) will be deducted from the refund.
Note: All returns in the "Backpacks," "Duffle Bags," "Towels," and "Aprons" categories are subject to a 20% restocking fee, plus applicable shipping charges (minimum $20.00). All closeout sales are final. We do not accept returns on closeout items, face covers, or bandanas.
Can I Return or Cancel a Customized or Personalized Item?
- Printed merchandise cannot be returned. We do not accept returns, cancellations, or exchanges on personalized items once the virtual sample (mock-up) is approved. You may cancel your custom order and receive a refund before approving the mock-up. Credit card fees may apply.
- ToteBagFactory provides estimated production times for custom orders. Our standard printing turnaround times are listed here. Please note: We are not responsible for delays or errors caused by shipping carriers.
Can I Cancel My Order?
You may request a cancellation shortly after placing your order, but we cannot guarantee it can be canceled. Orders are processed and forwarded to our warehouse for fulfillment immediately. If we are able to intercept the package before shipping, we will cancel the order. However, 3% credit card processing fees and restocking charges may still apply.
How Do I Exchange an Item?
If the item you received isn’t right for you and you want to exchange it for a different size, color, or product, you can submit a return/claim request using the link above and follow the standard return steps. Be sure to include the name or link of the replacement item you'd like. You are responsible for return shipping charges. Original shipping and applicable restocking fees may also apply.
I Received a Damaged, Defective, or Incorrect Item — What Should I Do?
If you receive a damaged, defective, incorrect item, or the wrong color, please contact us using the return link above within 3 days of delivery. Delays beyond 3 days may prevent us from resolving the issue. Be sure to include a brief description of the problem and your preferred resolution. We will arrange a replacement or credit and provide return instructions if needed.
Note: Due to differences in screen settings, colors viewed online may differ from the actual product. Color discrepancies caused by digital display settings are not eligible for returns or refunds.
Courier Lost or Delayed My Package — What Should I Do?
We’re sorry your shipment has been delayed or lost by the courier. While ToteBagFactory is not responsible for carrier-related issues, we are happy to assist you in opening a claim. Often, carriers can locate and redeliver delayed packages. Although we purchase the shipping service on your behalf, couriers do not guarantee delivery times — including expedited options — and do not refund shipping fees for delays.
I Have a Question About Returns Not Covered Here
Our team is ready to help. Please use our contact form or reach us through live chat support — we’ll be happy to assist you.
ToteBagFactory.com reserves the right to modify this exchange and return policy at any time.