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How to use our website

1. Go to www.us.totto.com

2. Use our menu at the top of the page to navigate through the categories or use the search bar to search for a specific product or category.

3. Once you choose the product you want to buy, select the size and color (if applicable) and add it to your shopping bag by clicking on the “BUY” button. You can continue browsing our page and, in the same way, continue adding other products to your shopping cart.

4. Once you have chosen the products you want to buy, go to the shopping bag at the top right and check the summary of the products you are going to buy, by clicking on “CHECKOUT”.

5. If you have a Discount Coupon you must enter it at this time in the space marked "USE COUPON".

6. After reviewing the products you want to buy, click “CONTINUE TO CHECK OUT”.

7. Enter your email and click on "CONTINUE".

8. Smart Check-out - Follow the 3-step information process:
• STEP 1: Fill your personal information and click on "CONTINUE".
• STEP 2: Enter the Shipping Address, review the information, and choose a Shipping delivery option, when is all set, click on "CONTINUE"
• STEP 3: Enter your Payment information and finally, click on “PLACE ORDER”.

9. Verify the registration of your purchase and wait for the confirmation email. Once we have shipped your purchase, you will receive an email with a guide number so that you can track your order.
You don’t need to sign in or create an account to purchase or explore the page.
We use a Smart Check-out process, that makes shopping online fast, simple and easy. Just fill out the information requested the first time you purchase on the page and in future visits you will only need to enter your email and validate you as the buyer using the card’s CVV. If you wish to change any personal information, delivery address or payment information follow the steps described above.
Yes! Smart check-out is PCI compliant and our provider is PCI certified meaning that all best practices in terms of management of personal information and security are followed.

Although there is no password there is a verification process before placing an order that allows you to validate your information prior to submitting an order. This is how it works: The first time you purchase on our website you will be prompted to fill in your personal information, shipping address and payment information. In all future visits, you only need to enter is your email and the information filled during the last purchase will come up except for your card’s CVV, if you want to continue without modification the information of Shipping Address and Payment, all you need to do is fill in the CVV number and click on “PLACE ORDER”.
Each email is considered individually that means that if you change emails at the time of checkout you must re-fill all your personal information, delivery address and payment information. Emails cannot be merged so make sure you are using the correct email when purchasing.
After you reviewed the products you want to buy in the check-out process and entered your email address, our Smart check out will recognize the last information you placed on the 3-step information process.

You can edit any of the information placed on the any of the STEPS:
Edit STEP 1 - PERSONAL INFORMATION: Click in “EDIT”, then select “Receive the quick access key by mail”. You will receive an email with a code, then enter the code, and click to “LOGIN”. If you Edit Step 1, all the information on Step 2 and 3 must be filled again.

Edit STEP 2 – SHIPPING ADDRESS: Click in “EDIT”, then select “Deliver in another address”. Click on “Receive the quick access key by mail”. You will receive an email with a code, then enter the code, and click to “LOGIN”. If you Edit Step 1, all the information on and 3 must be filled again.

Edit STEP 3 – PAYMENT INFORMATION: Click on “USE ANOTHER CARD”, and fill the information again.
Yes. Once you have chosen the products you want to buy, go to the shopping bag at the top right and check the summary of the products you are going to buy, by clicking on “CHECKOUT”.

If you have a Discount Coupon you must enter it at the moment in the link "USE COUPON".

Enter the coupon code respecting the capital letters, small letters and numbers.

Verify that the coupon has applied the discount correctly on the value of your purchase.
We have online shopping available in various countries. Use the country selector on the upper left side of this page to be redirected to website of the county of your choosing.

That said, we do have over 600 retail stores worldwide and a very extensive distributor footprint, please use our Store Finder to locate the one nearest to you.

Security and privacy

You can read our privacy policy here
You can read our privacy policy here

Customer service

You can reach us in one of two ways:

1. Call our customer service center at 1-844-99-TOTTO (86886).
Monday through Saturday 8 am-8 pm EST
Sundays and holidays 10 am – 6 pm EST

2. Email us at help@totto.com

Returns

If you wish to return you item for whatever reason you can do so within 30 days of purchasing your product with the following conditions:

  • We will only accept returns for items bought in the United States using www.us.totto.com
  • We will only accept returns within 30 days of purchase.
  • Items must be unused and have all original tags.
  • You must present proof of purchase to complete your return.
  • Sale items are not eligible for return.
  • Customized and personalized products are final sale and are not eligible for return.
  • We will only refund the cost of the product, no refunds will be made on the shipping cost.
You must contact our customer service department within the 30 days from purchase to initiate the return process. Items returned without prior approval from our customer service department will not be accepted.

Please note, in case your product doesn’t meet the requirements for return we will inform you via email the reason why the return won’t be processed and the product will be returned to the initial shipping address.

If you purchased a product outside of the United States, please check the return policy for your country.
Unfortunately, we cannot process exchanges but you can return the product and buy the product of your choice via our website subject to availability.

If you purchased a product outside of the United States, please check the return policy for your country.
We will send you an email acknowledging receipt of the product and next steps.
You can expect your money to be refunded within 15 business days from the receipt of the product at our warehouses pending the review of the product and acceptance of the product’s condition at our warehouse.
No, we can only accept returns for products bought in the United States.

If you purchased a product outside of the United States, please check the return policy for your country.
Yes, we can only accept returns with proof of purchase.
Unfortunately, we cannot accept returns on personalized items or TottoLab products.

Payment and billing

Orders will be billed when they are placed.
We accept all major credit and debit cards.
No. We cannot accept gift cards online at this time.
No, only US credit cards may be use to conduct transactions on www.us.totto.com. We do not ship to international addresses at this time; however, to buy from other countries please use the country selector on the upper left side of this page.

That said, we do have over 600 retail stores worldwide and a very extensive distributor footprint, please use our Store Finder to locate the one nearest to you.

Get involved

Please send your resume to tottousa@totto.com.
We have presence in over 52 countries so we hope we are near you. To see all the countries where our products are sold and where to find us, please use our store locator tool.
Please email us at tottousa@totto.com.
Please email us at tottousa@totto.com. We will redirect your email to the appropriate people within the organization.
Franchise: provides the right to market Totto products within a specific territory.

Distributor: is an existing business where Totto products are sold.

Warranty, repairs and product care

All our products are backed by our warranty. We provide a 1 (one) year or a limited lifetime warranty depending on the product bought. To know under which warranty time frame your product is covered under, please refer to the specification section of the product page of the product you selected or check the warranty tag on your product.

If you send your United States bought product under warranty in United States we will, after a thorough analysis and at our discretion, repair, replace or return it. Please note, in case your product doesn’t meet conditions for applicable warranty we will inform you via email the reason why the warranty won’t be processed and the product will be returned to the initial shipping address. The cost of shipping to our service center will run at the client’s expense. We will foot the cost of shipping of the product back to the consumer.

For country specific warranty policies, please contact the service center the country where the product was purchased.

LIFETIME LIMITED WARRANTY

This TOTTO backpack has a lifetime limited warranty against defects in materials or workmanship that affect the product’s seams or zippers. Any other defects such as discoloration due to sunlight, inner liner tear, defective prints, appliques, wheel systems and/or complementary devices will be covered by a one year warranty.

TOTTO’s warranty applies under normal use of the product and fulfilling all instructions provided. At our discretion and after analysis, we will repair, replace or return the product. The warranty does not apply to mechanical cuts, exposure to extreme temperatures, contact with acids or solvents, stains, wear and tear, shocks, excessive force, losing removable pieces, burns, scratches, damages caused by third parties like airlines or other transportation companies, not following care instructions, modifying or changing the original design by people other than TOTTO’s repair and guarantee workshop staff. For further information and contact details please visit our frequently asked questions at www.us.totto.com.

ONE (1) YEAR LIMITED WARRANTY

This TOTTO product comes with a one year limited warranty against possible defects in materials or workmanship that affect the product’s seams or zippers. TOTTO’s warranty applies under normal use of the product and fulfilling all instructions provided. At our discretion and after analysis, we will repair, replace or return the product.

The warranty does not apply to mechanical cuts, exposure to extreme temperatures, contact with acids or solvents, stains, wear and tear, shocks, excessive force, losing removable pieces, burns, scratches, damages caused by third parties like airlines or other transportation companies, not following care instructions, modifying or changing the original design by people other than TOTTO’s repair and guarantee workshop staff. For further information and contact details please visit our frequently asked questions at www.us.totto.com.

Some States do not allow excluding or limiting incidental or consequential damages, and thus the aforementioned limitation or exclusion might not apply to you.

We do not offer repair services in the United States at this time. However, please reach out to us via our Customer Service Center if you have a problem with a product that’s within its warranty period.

We do provide repair services at a cost in most of the countries where we have stores, please contact your country’s service center directly for the country specific repair policies.
All our products have instruction tags specifying the best way to take care of your TOTTO product. Instructions vary from product to product so please make sure to read them for each of the TOTTO products you have.

Status of my order

Once your order is shipped you will receive a shipping confirmation email that includes a tracking number. Click on the tracking number and you’ll automatically be redirected, you can also copy and paste the tracking number on to the carrier’s website.
Once you submit your order you cannot cancel or change it. Simply wait for the product to arrive and then follow the return instructions within the 30 days following the purchase to receive a refund on your unused merchandise.
There are several reasons to why your order might have been cancelled such as payment or shipping issues. Please call our Customer Service Center and we can help you figure it out and solve your issue as soon as possible. You can speak to us using our contact form here, via email at help@totto.com or by phone at 1-844-99-TOTTO (86886).
Please contact our Customer Service Department at your earliest convenience so we can help make things right. You can speak to us using our contact form here, via email at help@totto.com or by phone at 1-844-99-TOTTO (86886).
We are sorry for the inconvenience. Please contact our Customer Service Department at your earliest convenience so we can help make things right. You can speak to us using our contact form here, via email at help@totto.com or by phone at 1-844-99-TOTTO (86886).

Shipping

You can choose between 3 options of shippings:

Order Subtotal Standard 3-6 Business Days 2 Business Days Next Business Day Alaska/Hawaii
$19.99 or less $2.99 $10.99 $14.99 $16.99
$20.00-$59.99 $5.99 $20.99 $24.99 $29.99
$60.00 or higher Free Shipping $22.99 $29.99 $39.99

*Alaska & Hawaii → Only standard 3 - 6 business days shipping is avaliable.
Orders are processed Monday-Friday. Orders received before 2pm EST will be shipped by next business day.
You will receive an email confirming your order has been shipped. This email will also include the tracking number and customer service information in case you need help with anything.

International

Not at this time but you can log into other online Totto shop using the country selector at the top left of this page.

That said, we do have over 600 retail stores worldwide and a very extensive distributor footprint, please use our Store Finder to locate the store nearest to you.
You can use our Store Locator to find the closest one to you.

Taxes

Only purchases within New Jersey will be charged a flat 6.875% tax to be collected at the time of checkout.

Current Promotions

  • Promotion may end or change without prior notice.
  • Free shipping on standard 3-6 business days.
  • Minimum purchase of $60 required.

How can we help you?

Toll free: 844.99.TOTTO (86886)
Email: help@totto.com
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