Frequently asked questions
Where are you based in?
Good Totes is born and bred in sunny Singapore!
Do you ship internationally?
Yes, we do! Click here for more details.
Ordering from Asia Pacific? Place your order here instead!
How long will it take to get my order?
We're excited for you to receive your totes too! We aim to ship your parcel within 1-3 working days. For orders within the continental United States, it'll take between 3-10 business days to arrive at your doorstep.
For international orders, it'll take 5-30 business days, depending on where you live. Click here for more details!
We ship out all orders with DHL.
Do I have to pay import taxes and custom fees?
Unfortunately, we are unable to advise you on import taxes and custom fees as it's dependent on the destination country's import laws. We have no control over import fees and are unable to declare a lower value for your parcels. Please check with your local post office or refer here on the fees that you may incur.
In the event that you are charged with import fees and do not wish to make the payment, the parcel will automatically be disposed and no refunds will be issued.
What is Route Protection?
We’ve partnered with Route, premium package insurance to ensure that you get the best delivery experience possible. We highly recommend you to purchase Route+ at checkout (at a small fee of $0.98 for orders $100 and below and 1% of your purchase for orders greater than $100) as you can easily file claims for lost, stolen or damaged packages in the unfortunate event that these issues arise. You can read more about Route’s policies and claim timelines here.
My package is marked as delivered, but I didn’t receive it.
We know how upsetting this can be! Sometimes USPS tracking information mark parcels as delivered before they actually arrive. Your package will most likely be delivered within a few days, but please check with your neighbors and/or post office for more information in the meantime!
If you still cannot locate your parcel and insured your order with Route+, we invite you to file a claim here: https://claims.route.com/. Upon approval, either a refund or replacement parcel will be sent to you.
If you did not insure your order with Route+, please submit a claim with UPS here or USPS here. While we will try our best to locate your parcel with the carriers, Good Totes is not responsible for parcels once they leave our warehouse.
Can I cancel my order?
Please double check your order before checking out as order cancellations or changes are not allowed in order to streamline our operations. As we want our customers to receive their orders as soon as possible, the fulfilment process begins the moment an order is received. It would be difficult for us to cancel your order in time.
Can I return my product?
If you change your mind within 14 days of receiving your tote bag, we're happy to help.
Please do not cut off the tag and ensure that the item is in its original condition and packaging in order for the refund to be processed. Shipping costs will be borne by the customer unless in the case of defects.
Click here for more details!
Can I exchange my product?
Due to logistical reasons, we are unable to provide one to one exchanges for now. We recommend returning your item and placing a new order :)
I received a defective item. Can I get a refund?
We're so so sorry if you received a defective piece! Please email us at email@example.com within 14 working days from date of receipt and we will send you a replacement piece. If there are no more stocks, we will issue you a full refund.
Your order number: #
The name of the defective item:
Photograph of the defect:
However, do note that manufacturing inconsistencies within 5cm from our given measurements are not considered a defect!
How do I take care of my tote?
When your tote gets dirty, please wipe with a cold damp cloth. You can click here for a tutorial! We wouldn't recommend soaking or putting our totes in the washer or dryer in order to prevent damage to the hardware.