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    Warranty & Exchanges

    totes Limited Lifetime Warranty

    totes umbrellas are built to exacting standards using the finest materials and hand-inspected to ensure top-quality. With proper care, your totes umbrella should provide a lifetime of durable, reliable protection. If this umbrella should prove to be defective in materials or workmanship, or fail to function properly, we will gladly replace it with a currently available comparable model. We can't guarantee the same canopy color. The warranty does not cover normal wear and tear of items.

    Be advised we only ship within the United States.

    How to Exercise your Umbrella Warranty

    U.S. Consumers please use the information below:

    Instructions for umbrella warranty replacements are subject to change. Refer to totes.com for the current totes umbrella warranty policy and guidelines. Note there is a $5.00 (per product) cost required for the shipping and handling of each replacement umbrella. We no longer require you return the whole defective umbrella as was our policy in the past.

    Please carefully read and follow these 3 steps to exercise your umbrella warranty:

    1. For each umbrella, remove these two umbrella pieces:

    - A 2-3” portion of the Velcro strap (for some models this might be a snap button) that goes around the umbrella to keep it closed. This is NOT the handle strap. For umbrellas that have multiple colors, please include a swatch of the additional colors.

    - The white style tag stitched to the inside of the umbrella canopy. This is NOT the warranty tag.

    2. Return the two umbrella pieces and $5.00 (per product) for partial shipping and handling to:

    totes
    Attn: Warranty Department
    9655 International Blvd.
    Cincinnati, Ohio 45246-5658

    3. In order to process your warranty quickly please include the following information with the shipment:
    - Your name
    - Return address
    - Phone number
    - Email address (only to be used for warranty purposes)
    - If including a check please make payable to totes

    Allow 2 to 6 weeks for return. 

    totes Consumer Services reserves the right to decline any warranty request.

    PLEASE NOTE - We do not honor warranties on totes' umbrellas sold outside of the United States or Canada. Please contact our customer care department if you have any questions or concerns.

     

    HOW TO start a totes Exchange:

    You may exchange your totes.com item within 60 days of delivery for a size exchange only.  This process does NOT apply to Umbrella warranties.

    To expedite your exchange, please send an email to exch-warr@totes.com with the following information:

     Current PO#/Order# (starting with TOTE)

    • Full ID of item purchased (ex. SKU: 053330BLKMD)
    • Full ID of item size needed (ex SKU: SKU: 053330BLKLG)
    • Tracking number from RETURNED PACKAGE (via FedEx, UPS, USPS) We recommend USPS as the most cost-effective method.
    • If this was a gift from www.totes.com, please provide an alternate address for shipping.

    The customer is responsible for shipping charges associated with your post office. We recommend the USPS as the most cost-effective method of return shipment. 

    Mail to:

    totes » Isotoner / Acorn Customer Care

    Warranty/Exchange Department

    9655 International Blvd.

    Cincinnati, OH 45246

    An exchange will be processed via this email once the above information is sent to the email provided, within 5-7 business days.  If the item is out of stock, a refund will be issued on the active order.

     

    How to process a Winter Boot warranty:

     

    totes » Isotoner boots are licensed and manufactured by Eastman Footwear Group Inc. All warranties and questions should be directed to Eastman’s customer service department. Contact information has been provided below: 

     

    Eastman Footwear Group Inc.

    34 West 33rd St., 7th Floor

    New York NY 10001

    Phone: 1-(864) 832-7854

    Email: custserv@efny.com