Returns & Exchanges
What is your return policy?
At TotebagFactory.com, we go the extra mile for our customer satisfaction. If something isn’t right, we are happy to refund or exchange any new and unused merchandise within 30 days of the date of your purchase, no questions asked, no special catch. All we ask is that the merchandise is in the same condition your received it in, in the original packaging with all hand tags attached.
How do I return an item?
To return/replace an item, please follow these simple steps:
- Start a return here by using our most convenient online return system. All you need is your order number and email address.
- When we receive your request, we will send you a reply with return instructions and return number (RMA#).
- When you receive the RMA#, repack the items in the original packaging, enclose a copy of the original invoice, and return the package within 5 days of receiving the RMA#. When you send back your package, please use a carrier that offers a tracking number. We suggest you keep this tracking number, as proof. Please note that the RMA# must appear on the outside of all packages, and we cannot accept products returned without the RMA# clearly indicated.
- Once we have received and inspected your return, your refund will be processed and your payment will automatically be credited to your credit card or original method of payment within 7 days. Depending on your credit card company, it may take additional 2-4 business days after your credit is applied for it to post to your account.
- There will be NO restocking fee on returns under $300**. We will refund the cost of your merchandise and applicable sales tax. Unfortunately we cannot refund the original shipping cost that we paid to carrier to ship the products to you and we do not provide the cost of return shipping. Returns over $300 may be subject to a 20% restocking fee plus applicable shipping charges.
- If the address is incorrect, outdated or the package is refused at the delivery, the parcel will typically be returned to us by the carrier or the unintended recipient. In this case, the original return shipping (minimum $14.95) will be deducted from the refundable amount.
**All Returns under "Backpacks", "Duffle Bags", "Towels" and "Aprons" categories are subject to a 20% restocking charge plus applicable shipping charges, minimum $20.00. All Closeout sales are final! We do not accept returns on closeout items. We do not accept returns on face covers and bandanas.
Can I Return a Customized/Personalized item?
- Printed merchandise can't be returned. We are unable to accept returns, lations or exchanges on personalized products, once virtual sample(mock-up) is approved. You can always cancel your custom order and get a full refund before you approve the mock-up.
- ToteBagFactory is responsible to provide you an approximate printing process time and shipping transit time with your order. Our standard process time for printing process is listed here. ToteBagFactory is not responsible for errors made by the shipping carrier, such as delayed items or lost packages.
How do I exchange an item?
If the item/items you received doesn't work for you and you want to exchange them for a different item or color, you can return the original item by creating a return/claim request from the above link and follow the steps described above. Please include the item name/link that you want to replace your order with. You will be responsible from the return shipping charges. Also original shipping and restocking fee may apply.
I received the damaged, defective, wrong item, Wrong Color. What do I do?
If you have received a damaged, defective, wrong item, wrong color***, or if something is missing, you must contact us through the link above within 3 days from the date of delivery. Otherwise we will not be able to track the error and replace the order. Please include a description of the issue and the solution that you prefer. We will process a replacement/credit and provide easy instructions for your return if applicable.
***Please note that, each individual screen resolution settings may result in different view of the bag online compare to real life. This may cause discrepancies in the color of the bag in comparison between the photo seen online and the bag in real life. Please be advised that due to this policy, your return request in regards to the color discrepancy will be denied.
Courier lost/delayed my package! What should i do?
I have a question about a return, and I’m unable to find the answer here.
Our team is on standby to help you and provide a solution for your problem. Please, simply fill out our contact form or reach us through our live chat support.
TotebagFactory.com has the right to modify our exchange and return policy.