Thank you for your interest in totes products. Listed below are some frequently asked questions we receive from consumers.
How can I tell if my order processed through?
If you have received a confirmation number at the end of the ordering process, your order has processed through. An email confirmation will also be sent to the email address you provided during the ordering process. Please check your spam or junk mailbox for your confirmation email, as many times the confirmation email will be redirected by spam blockers. If you did not receive a confirmation number at the end of your order or an email within a short amount of time, the order may not have processed through.
Can I change my order?
Unfortunately once the order has been submitted the process for fulfillment has began and we cannot change any aspect of the order.
Can I cancel my order?
Unfortunately once the order has been submitted the process for fulfillment has began and we cannot cancel the order.
Where is my order?
An email confirmation will be sent to the email provided during the original ordering process. Orders are shipped within 24-48 hours, so you should receive the email within this time period.
Can I track my order?
A shipping confirmation should be sent via email to the email address provided during the original ordering process. The email will provide you with your tracking number and a link to track your shipment.
How is my order shipped?
Please visit our shipping information
page to learn more about our shipping options
Can I place an order over the phone?
The Customer Care Group can assist you with placing an order over the phone. Please call 1-800-281-4535 to place your order. Orders placed online and over the phone must be placed with a major credit card, unfortunately we do not except checks, money orders or COD's.
Can I special order an item or specific color?
We carry a variety of products in many designs and colors to appeal to everyone. Unfortunately, we do not special order any products.
What retail stores can I purchase your products at?
We sell our products to most major department stores for purchase.
Do you offer a warranty on totes umbrellas?
We offer a lifetime warranty for any manufacturing defect with our totes umbrellas. The warranty does not cover normal wear and tear of items. Please see our Warranty Information
section for more information.
How to I return an item?
We want you to be 100% satisfied with your purchase. If for any reason you are not completely satisfied, you may return items sold by totes.com within 30 days of delivery for a refund. Please visit our return information page to learn more about the returns process
I do not see exchanges on your packing list do you exchange?
We do not exchange items. Please return the item and place a new order so the items ships out immediately.
How long does it take for a refund?
Please allow 2-3 weeks to complete the return.
Where is my refund?
If you have not received your refund within the allotted amount of time, please contact our customer care department with your order number ready, so we can assist you.
How do I exchange/return something I received as a gift?
If your gift was purchased through our website, please refer to the Returns page for instructions. We cannot accept merchandise for return for style, color, or size preferences if purchased elsewhere. We recommend that you contact the person who gave you the gift to find out where the item was purchased and exchange it directly with the retailer.