We’ve gathered answers to common questions about orders, shipping, payments, and returns to help you shop confidently at Totela.

Where do you ship?
We currently ship within the United States only.

How long will it take to receive my order?
The estimated total delivery time is 5–10 business days from the date of purchase, including handling and transit time.

What is the shipping cost?
Totela offers a flat shipping rate of $11 on all U.S. orders.

Can I track my order?
Yes. Once your order ships, you’ll receive an email with a tracking link to monitor your delivery status in real time.

Can I change my shipping address after ordering?
If your order hasn’t shipped yet, contact us immediately at Support@totela.store. Once shipped, the address can’t be modified.

What is your return policy?
You can request a return within 30 days of receiving your order if the item is unused, unwashed, and in its original packaging.

How do I start a return?
Email Support@totela.store with your order number and reason for return. Our support team will guide you through the process.

Who pays for return shipping?
Return shipping is paid by the customer unless the item received is defective or incorrect.

When will I get my refund?
Approved refunds are issued to your original payment methodwithin5–7 business days after the return is inspected.

What payment methods do you accept?
We process payments securely through Stripe, accepting all major cards including Visa, MasterCard, American Express, Discover, JCB, and Diners Club.

Is my payment information secure?
Yes. Totela uses SSL encryption and Stripe’s secure gateway to protect your payment details. We never store your complete card information.

What materials are your bags made of?
Our bags are crafted from durable synthetic and blended fabrics designed for everyday use.

How should I care for my bag?
Clean gently with a soft, damp cloth. Avoid washing machines, soaking, or harsh cleaning chemicals.

What if my item arrives damaged or incorrect?
Contact us within 7 days of delivery at Support@totela.store with your order number and photos of the issue. We’ll assist with a replacement or refund.

How can I contact customer support?
You can reach us at Support@totela.store. Our team is available Monday to Friday, 9:00 AM – 5:00 PM (EST).

Reach Us

Business Name: Totela

Business Email: Support@totela.store

Business Hours: 09:00 AM to 5:00 PM (Monday to Friday)

Phone Number:  +1 (551) 294-1529

Business Address: 575 E State St, Trenton, New Jersey 08609, United States