Frequently asked questions

Shipping

Where are you based in?

Good Totes is based in Singapore, but we fulfil orders made on this site from our warehouse in the US.

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.

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!

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.

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 order, you can request for a return. 

Please click here to start the return process.

All items must be in original condition as such:

• Unused, unwashed and in original packaging
• In brand new condition, with all tags still attached
• Free of any stains (e.g make up) or scents

The return shipment will be covered by us, but a small handling fee will be charged unless the return is due to a defect.

Once we receive your returned parcel, we’ll review it. If it meets the return requirements, we’ll process your refund to your original payment method, which should reflect in your account within 3-5 working days.

If the item doesn’t meet the return requirements, we won’t be able to issue a refund.

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.

Please click here to start the return process.

I received a defective item. Can I get a refund?

We're so sorry about that and want to make things right! If you've received a defective item, please click here and select "Warranty Claim" to start the refund process.

You'll just need to upload a picture of the defect, and we’ll review your claim within 7 working days. Once approved, your refund will be processed to your original payment method within 3-5 working days.

However, please note that slight manufacturing variations within 5cm of our given measurements aren’t considered defects.