General Information - Terms and Conditions


Customer service personnel are available between the hours of 9:00 a.m. to 6:00 pm (Eastern Standard Time) Monday thru Friday. 
To place an order, please go online or call 877-77-TOTES.

 When ordering please have the following information available:

  • Customer Number (Your Phone Number)
  • Company name & Shipping information
  • Purchase order Number
  • Method of payment


Prices are subject to change without notice. All goods will be shipped at price in effect at the time of shipping. All prices apply to cash, COD, or net terms orders only. Due to frequent price fluctuations, we encourage you to go online or call for current pricing.


All prices on the website are industry coded prices. Call us with you ASI / SAGE / PPAI Membership number if you have questions.


All orders will be shipped pre-paid. Company checks will be accepted upon prior approval of the COMPANY CHECK APPLICATION. NET TERMS are available with approved credit. Dishonored or NSF checks will be subject to a $55.00 fee. We cannot accept Credit Card information over the phone or via email; all invoices must be paid through the link provided in the invoice or on our website under PAY MY BILL option.

Some styles, colors & sizes are not stock items, available only with Special Order/Drop-Ship. The availability and consistency of products are not guaranteed; different shipments from overseas have variations in colors, styles, and dimensions of the product.


Orders for blank goods received by phone, email or through our website by 4:00 PM EST, will be shipped the same day via U.P.S unless specified to be otherwise. (provided we do not have more orders than normal or situations beyond our control) Please allow an extra day for Truck shipments. Totes Factory will not be responsible for lost or delayed orders. Freight charges include handling charges. 


 It is the customers' responsibility to inform their embellishers of the exact style, color and sizes they are being sent. Verification of correct product receipt should be made prior to decoration. Processed, printed, embroidered, decorated or washed garments are not returnable. Totes Factory cannot and will not be responsible for discrepancies in the order received by parties other than the invoiced customer. 


All returns must be approved with an authorization number prior to returning or they will not be accepted. No returns will be accepted after 15 days of delivery for any reason, whatsoever. On all returned goods a credit will be issued to your account towards future purchases. No CASH refund will be given. All returns are subject to 15% restocking charges, minimum $20.00. Please include a copy of the invoice to ensure proper credit in a timely manner. The credit process for returns is normally two weeks. No returns will be accepted on special order items, closeouts, and discontinued items. It is the customer's responsibility to inspect the merchandise. Decorated or washed garments are not returnable. Totes Factory will not reimburse for any decoration cost on defective merchandise or items shipped incorrectly.

All unclaimed or refused shipments are subject to a 15% restocking fee along with freight and C.O.D. charges, minimum $20.00. 


TOTES FACTORY is pleased to announce our Special Order/Dropship program. Special orders can be drop shipped directly from the Mill. All special orders will be invoiced separately. All drop-ship orders usually ship the next business day if the goods are in stock. Since we have no control over when the Mill actually processes orders, please allow 2 to 3 business days for your order to ship.



Claims of shortages, price discrepancies or defective merchandise must be made within (2) days of receipt of merchandise. Damaged shipments must be reported to the carrier’s driver or noted on the bill of lading at the time of receipt.

If there is a defect in the product, the customer must return the products with clear markings and instructions. If the defect can be repaired or replaced, we will try our best to do so as soon as possible. If we cannot replace or reproduce, we will issue a refund for the products returned. Customer is responsible for return shipping and to demonstrate the number of units returned. Credit will be issued based on the number of items received at our warehouse and not what is claimed by the customer. The final count will be based on whatever number is signed off by our receiving staff.

Due to the nature of imported products, we may or may not be able to replace the products with exact same quality, specification, and style. Customer must accept the product that is available at the time or claim a refund. Totes Factory cannot and will not be responsible for any damages or losses incurred due to the shortage, incomplete order or failing to deliver on time.  


All orders are considered firm order at the time of placement. Any addition to orders already placed will be treated as a new order and will be billed and shipped separately.


Currently, we do not offer PICK UP Orders; all orders must be shipped under a Tracking Number from UPS, FedEX, USPS, DHL or other recognized Trucking Company. 


To receive sales tax exemption, all companies or individuals must have a completed Sales and Use Tax Certificate of Exemption form on file. 


A $5.00 handling charge will be applied to any order under $50.00. NO EXCEPTIONS. 


Totes Factory gives no warranty for the merchandise, expressed or implied, including the warranties of merchantability, fitness for a particular purpose description, or quality. In no event shall Wasatch be liable for any indirect, special, or consequential damages, or for loss of anticipated profits on any claim of any kind resulting from any order with Wasatch. Availability of merchandise is subject to change or discontinuance without notice. All information provided by the suppliers to Wasatch is deemed reliable, but without any warranty by Wasatch, Wasatch has no responsibility for a manufacturer's inability to supply merchandise. All the weights and sizes mentioned in the catalog, price list, and web pages are approx. These terms and conditions apply to all purchases from Totes Factory and are in addition to any terms and conditions included in any Credit Applications provided to Totes Factory. The terms “Totes Factory” means Totes Factory, a div of Oasis Venture, its predecessor companies, and its operating subsidiaries that exist now or may exist in the future. Totes Factory reserves the right to change any of the above policies and procedures at any time without prior notice. All rights of the parties in connection with the purchase of goods from Totes Factory shall be governed exclusively by the laws of the State of Georgia. 


Due to the nature of order processing and human involvement, it is impossible to avoid mistakes. In case you receive an order, which is not what you have ordered, we will be glad to replace the merchandise upon receiving back the original goods. If you want us to ship the order before you return the original order, this will be considered a NEW ORDER and you will be charged for the 2nd order. Your account will be credited once we receive the merchandise back. 


If an order is canceled after it's been pulled and packed, whether shipped or not, a $20.00 or 15% restocking fee, whichever is greater, will be applied to the account.


We periodically monitor and may record sales calls for quality assurance and training purposes.


NOTE: All logos used on this website and in our catalog are to show embroidery & screen imprinting reproduction ability only. They are not meant to be advertisements nor are these items for sale or to be sold to anyone other than the parties expressly authorized by the owner of such logo designs.