FAQs
SHIPPING AND DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages shipped from our US warehouse are shipped through USPS. Packages from our Asia warehouse will be shipped by ePacket, SF Express or USPS depending on the weight, size and other attributes of the product. Tracking information will be emailed during the processing time. Bubble wrap is whenever possible.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What are the payment methods?
We accept popular credit and debits cards (Visa and Mastercard etc), Paypal (logged in or guest checkout), one-click Apple Pay and Google Pay. Payments are secured with industry grade security.
What about customs?
Please note we are not responsible for any custom fees to keep our prices low and fair for everyone regardless of their respective country’s import policies.
How long does shipping take?
Premium Insured Shipping (USD$2.98)
| Location | *Estimated Shipping Time |
| United States | 5-11 Days |
| UK, France, Germany | 6-12 Days |
| Canada, Australia, New Zealand | 7-15 Days |
| Singapore, Hong Kong, Japan, S.Korea | 6-9 Days |
| Rest of the world | 7-19 Days |
Premium Insured Shipping Free for Worldwide Orders Above USD$60
Free Standard Shipping
| Location | *Estimated Shipping Time |
|
United States, UK, Canada, France, Germany, Singapore, Hong Kong, Japan, S.Korea |
up to 19 Days |
| Rest of the world | up to 35 Days |
*Please allow another 1-4 days processing time (up to 2 days for payment to go through + up to 2 days for quality inspection and hand packing.) We don’t ship out the slightest of defect - it’s bad business. The shipping time is a conservative estimation so expect items to be delivered quicker than expected. Due to popular demand and factors beyond our control such as the weather there may be a delay. Some items may be shipped individually to get to our customers faster and each package will have its own tracking number free of charge.
Default currency is USD. The currency can be converted to your local currency for your convenience. There is no extra charge for currency conversion i.e. if the item displays €20, you pay €20.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 1-3 days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us at hello@totebagi.com
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
If you make a purchase, we assume you have agreed to all our policies.
REFUNDS & RETURNS POLICY
Order cancellation
Orders can be cancelled within 24 hours of payment unless product has been shipped.
Order Details Change
Order details can be changed within 24 hours of payment unless product has been shipped.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund for ordered products:
- If you did not receive the product within the guaranteed time (35 days). The product is deemed received with a "Delivered" status. We are not responsible for thefts, lost or damages done by acts of God.
- If you received the wrong item or damaged item you can request a refund or a reshipment.
We do not issue the refund if:
- Order is still in transit
- Order did not arrive due to factors within your control e.g. providing the wrong address/name
- Tracking information shows it has reached your door and/or it has been stolen/lost
- Order did not arrive due to exceptional circumstances outside the control of totebagi.com (e.g not cleared by custom or delayed by a natural disaster)
- Other exceptional circumstances outside the control of totebagi
Refunds & Exchanges are free within 14 days of delivery. As part of our green environment initiative, a flat $5USD processing fee for each item will be charged from the 8th day onwards to discourage increasing waste in our environment. The last day to initiate refunds is 30 days from delivery.
To initiate a refund please contact us at hello@totebagi.com and customer support will help in the best they can. If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.
There has been a lot of cases of customer fraud regarding refunds. If there is a dispute, totebagi reserves the right for final decision.
Exchange & Returns
It’s our internal policy do quality checks before delivery. Sometimes damages do occur by delivery partners which is not within our control however for the sake of customers, we provide exchange or returns for damaged or other unsatisfactory reasons within 14 days after receiving of goods. Please send image/video proof at hello@totebagi.com.
All items must be returned in their original condition, unwashed and undamaged.
To initiate an exchange & return of an item within 14 days, please contact us at hello@totebagi.com and we’ll send you the return address. The customer bears the return shipping cost. After we receive the item, we will approve then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.
As part of our green environment initiative, a flat $5USD processing fee for each item will be charged from the 8th day onwards to discourage increasing waste in our environment. The last day to initiate exchange & returns is 14 days from delivery.
If there is a dispute, totebagi reserves the right for final decision and we assume you have agreed to all our policies when placing the order.
HOW CAN I TRACK MY ORDER?
Your orders are tracked via a tracking code.We will send you the tracking code of your order(s) to the email you used when placing your orders. This email will also guide you on how to track your package. Please note that tracking information will be displayed 1-4 days after you’ve received your email
notification purchase.
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should notice tracking event updates within 2-5 days after you have received your tracking code.
WHY CAN’T I TRACK MY ORDER?
Please note that your tracking information updates are displayed 2-5 days after receiving your tracking code.
For first time purchases, it may take us a few minutes to retrieve the tracking information from the carrier services. In the event that you can’t find information about your package, please try again later.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment status remaining unchanged may be due to delays in shipment.
Shipment delays could be due to e.g. weather incidents, customs or backlogs.
Please kindly note that tracking information can be displayed after your order has been shipped.
WHY DO I HAVE TO PAY AN EXTRA FEE TO SHIPPING COMPANIES FOR
RECEIVING MY ORDER?
When your order is ready to ship, we send it to the respective shipping companies and the handling of your order will be fulfilled by them.
Depending on the individual shipping company’s policy or customs procedure, you might be charged an extra fee for the final delivery or an imposed import tax. This is likely due to your shipping address being in a remote area. In this case, please kindly pay the carrier company the required fee to receive your order.
We often declare your orders as a gift below order value, so rest assured that these situations rarely happen.
PAYMENT
HOW CAN I PAY FOR MY ORDER?
All products are set in US Dollar, and our system will automatically convert your order’s currency to ease your process of placing an order. Do note that your payment is processed through the payment gateways Paypal and Stripe.
Paypal is used by companies such as eBay, Asos, Barnes & Nobles, Home Depot, Abercrombie & Fitch, and many more. Stripe is used by companies such as Adidas, Under Armour, Target, Grabtaxi, Slack, and many more.
Note: Through payment gateways, your credit and debit card details will not be stored on our server ever.
WHICH CURRENCY ARE YOU USING?
Our products are set in US dollars, but our system will automatically convert the product pricing to your local’s currency for you!
ORDER
HOW TO PLACE AN ORDER?
First of all, choose the products that you love, then click Add to Cart. Click the cart in the form of a shopping bag at the top right of the page. Scroll down and click checkout.
HOW CAN I MODIFY MY ORDER?
If you would like to request a change in anything in your order, please contact us via email hello@totebagi.com within 12 hours after placing your order provided the order hasn't been shipped.
POST – PURCHASE
DEFECTIVE/DAMAGED ITEMS
WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?
We strive to deliver the best quality product to customers. However, there are possible factors that may negatively affect the quality – often during the shipping process where products may be damaged while in transit.
WHAT IF THE TRACKING INFORMATION OF MY ORDER SHOWS “RETURNED
TO SENDER”?
Step 1: Contact your nearest post office and provide them your ID card or tracking code for an update of your shipment status.
Step 2: If you’re not able to find anything, contact our Customer Service department by sending an email to hello@totebagi.com and provide us with your shipping address.
Step 3: If the address you provided in the email matches your shipping address in our system, we’ll be more than happy to send you a replacement or refund you 50%. Please be informed that these 2 options are our final solution for your request. In the situation where your order wasn’t successfully delivered as you may have filled in
the wrong address, and thus we are unable to deliver your packet. In such a situation, we would require for you to pay some extra fees for sending you a replacement. This would be the only option in such situations.
SHIPPING PROBLEMS
WHAT SHOULD I DO IF I PROVIDED YOU A WRONG SHIPPING ADDRESS?
In the event where you’ve provided an incorrect shipping address, you should contact us immediately by sending an email to hello@totebagi.com and provide us with your correct address. Our team will then proceed to check whether we’re able change your order’s destination for you. If your order has been shipped out, we are really sorry but we are no longer able to change your destination for you nor send you another packet without any additional fee.
TRACKING SHOWS “RETURNED TO SENDER”, WHAT SHOULD I DO?
There are 2 common reasons that your packet has been returned: either your shipping address is incorrect/insufficiently filled, or you are absent at the time the packet was attempted for delivery.In the event that your shipping address was incorrectly filled, unfortunately we won’t be held responsible since your order was shipped out to the address that you provided us and the misinformation was not made on our end.Otherwise, we are willing to send you a replacement. If the second attempted delivery isn’t able to reach you, we’re sorry to inform you that we would no longer be able to help
you out with this.
DISCOUNT CODES
Only one coupon can be used during each checkout. Customers can choose to delete a coupon of a lesser amount and use a coupon code that saves a higher amount. Diliffy reserves the right to make the final decision in the case of dispute.