Frequently asked questions

Shipping

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.

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. After which, it'll take 1-3 working days to arrive at your doorstep (subject to delays).

For international orders, it depends on your selected shipment method and where you live. Click here for more details!

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.

My package is marked as delivered, but I didn’t receive it.

We know how upsetting this can be! Please contact us immediately and we will request for a search for your package with the mail carrier. Meanwhile, please also check with your family members/neighbours and your CCTV in case of porch pirates.

While we will try our absolute best to locate your parcel, Good Totes is not responsible for parcels that are indeed stolen or lost. We are unable to issue any refunds, but we can mail a replacement parcel at a processing fee of 10% of the cost of your order and a redelivery fee.

Orders

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! In that case, please email us at help@goodtotes.co 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.

Email details:
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, we recommend spot cleaning with dish soap and a damp towel. You can click here for a tutorial!

We don't recommend soaking or putting our totes in the washer or dryer in order to prevent damage to the hardware.