Refund policy

  • The customer received a damaged or incorrect product: In the case that a customer reports a damaged or incorrect product, the customer will be required to submit photo evidence within 10 days of receiving the item. If there is no claim no refunds will be initiated.
    If the claim is approved, we'll be responsible for paying the return shipping charges and for replacing or refunding the order. If the product packaging is damaged but the product itself is intact, the recipient must submit a claim to the shipping carrier directly.

  • The shipment was returned to the us due to an incorrect address: In the case that a reshipment is required due to an address entry error on the customer's end, this additional shipping cost will be covered by the customer.

  • Missing order: In the case that a package is delivered (based on tracking number update) but the recipient claims that they did not receive the item, the recipient must submit a claim to the shipping carrier directly. As per the tracking update, your orders shall be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

  • Late order: In the case that the product has not been processed or shipped within the time frame agreed to by us, and the customer wishes to cancel the order, then the we'll be responsible for refunding the order. Please note that we may sometimes require more time to fulfill orders such as during high-volume seasons. In these instances, we will notify our customers that their orders will be fulfilled later than normal.

If you experienced any of the above scenarios, you must report the issue within 10 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

How do I request a return, exchange, or refund?

Handling returns is an essential part of running a business. we are here to help! We have put together the following process to make this process easier:

  1. Make sure you have a valid reason to replace or return the product (e.g. defective items) and obtain evidence by requesting photos from your customer.

  2. Next, contact our Customer Support team via email at info@toteparade.com and include the evidence.

  3. After we have successfully alerted our supplier and they have approved the order return or refund, the product must be returned to us as soon as possible.

  4. Next, customer must return the product and provide a tracking number. The product must be returned to the address on the original package.

  5. Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund will be credited back to the original payment method.

In order  to process a refund for an order, we will require a tracking number to be provided for our suppliers for the order/item return.

Please also note that if you request refunds because you changed your mind about the items, which it totally not accepted.

Have any other questions? Please feel free to reach out to info@toteparade.com