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 an item, please follow these simple steps:
- Contact us by email, including the first and last name of the purchaser, invoice number, your daytime phone number, your email address and the reason of your return.
- 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 $500**. 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 $500 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- If the address is incorrect, outdated or the package is refused at the delivery, the parcel will typically be returned to us by the carrier or the unintended recipient.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 $9.95) 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.
Can I Return a Customized/Personalized item?
- Printed merchandise can't be returned. We are unable to accept returns, cancellations or exchanges on personalized products, once virtual sample(mock-up) is approved. You can always cancel your 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?
We understand that items can become damaged during shipment or have factory manufactured malfunctions.
If you want to exchange an item for the same item, please email us for further instructions. Sending the items back to us will be your responsibility (we do not issue return labels), since we do not know if the damage/error is on our end or not. As soon as we inspect the returned items, we will send you a replacement. If it is an acceptable damage on our end we will also issue you a refund for your return shipment.
If you want to exchange an item for a different item, please return the original item using the steps described above. You will be refunded (once we receive the return) and you are free to place an order for a new item. You don’t have to wait for us to receive the original item before placing your new order, we want you to be able to enjoy your new purchase as soon as possible!
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 by email within 3 days from the date of delivery. Otherwise we will not be able to track the error and replace the order. Please include your order number and a description of the shipment error or missing item. We will process a replacement 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.
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.