Refund and Returns Policy

Return, Refund & Cancellation Policy

Last updated: October 3, 2025

Order Cancellation

You may request to cancel your order within 12 hours of purchase or before it enters “In Production.” To cancel, email us at contact@toteaura.com with your order ID. Cancellations requested after production begins cannot be accepted.

Return Window

You may request a return within 30 calendar days of the delivery date.

Eligibility for Returns

  • Items must be unused, unwashed, and in their original condition.
  • All original tags, packaging, and accessories must be included.
  • Proof of purchase (order confirmation or receipt) is required.

Non-Returnable Items

  • Customized or personalized products, unless defective or incorrect.
  • Final sale or clearance items, unless defective or damaged.
  • Products showing signs of wear, stains, odors, or alterations.

How to Start a Return

  1. Contact us at contact@toteaura.com within 30 days of delivery and include your order ID, photos (if applicable), and the reason for return.
  2. You will receive a Return Merchandise Authorization (RMA) and a prepaid return shipping label via email.
  3. Print and attach the label to your return package, ensuring items are securely packed.
  4. Drop off the package at the designated carrier location within 7 days of receiving the label.

Return Shipping & Fees

We provide a prepaid return label for all eligible returns. There are no restocking fees. If the return is due to our error (wrong item, defect, or damage), return shipping is completely free. For other reasons (change of mind, wrong size), the prepaid label cost may be deducted from your refund.

Refunds

  • Refunds are issued to the original payment method.
  • Processing time: within 5 business days after we receive and inspect your return.
  • Original shipping fees are non-refundable unless the return is due to our error.

Exchanges

We allow exchanges for different sizes or styles within 30 days of delivery. To request an exchange, follow the return steps above and specify the item you want in exchange. Once your return is received, we will ship the replacement at no additional shipping cost (U.S. only).

Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery. Provide photos of the item and packaging. We will arrange a replacement or issue a full refund, including shipping fees.

Important Notes

  • Items returned without prior authorization may be refused.
  • Returned items must be securely packed to avoid damage in transit.
  • Please keep proof of drop-off until your refund or exchange is processed.

Contact

Email: contact@toteaura.com
Phone: +1 (201) 349-8620
Support Hours: Mon–Fri, 9:00 AM–5:00 PM (Mountain Time, Wyoming)