Returns

We want you to love what you buy. If something's not quite right, here's how to sort it.

⏰   Return window: 30 days from when your order ships
✨   Condition: Unused, original tags, original packaging
💳   Refund form: Original payment or store credit

If your package is delayed or lost in transit, just let us know — we'll sort it out for you, the window won't run out on you.

Self-service returns

Head to our returns portal, enter your order number and email, and pick what you want to return. We'll generate a prepaid USPS label.

Return shipping is handled by us, but a small handling fee applies:

• Refund to original payment: $7.50
• Store credit: $2.50

Outside the US?

Our self-service portal is configured for US orders only — it generates USPS labels and assumes a US return address. If you're returning from outside the US, email help@goodtotes.com with your order # and a quick note on what you'd like to return. We'll reply within 24 hours to confirm eligibility and walk you through the international return path manually. 

Exchanges

We don't currently run direct exchanges through our US store as cross-border shipping can take several weeks. The best option is to return your item and place a new order through the portal above.

What's NOT returnable:

• Sale / final sale items (marked on product page)
• Items used, washed, or without tags
• Free gifts / bundle extras
• Items past 30 days from when your order shipped

What if my return doesn't pass inspection?

When your parcel arrives, our team checks it against the conditions above. Minor cosmetic flaws may qualify for a partial refund — we'll email you with photos before processing. Items returned in used, worn, damaged, or untagged condition can't be refunded; they're held at our warehouse for 30 days.

If you'd like the item shipped back within those 30 days, reply to our email and we'll send a payment link. Otherwise, the item is disposed of.

We try to be reasonable on borderline cases — but as a small team, we can't restock items that come back used or without tags. Please make sure yours meets the conditions before sending.

Got a defective bag? Not a return — use our warranty flow. Need a hand? Email us at help@goodtotes.com.