Warranty Question:

What is covered under the warranty (except Pet On Wheels)?


    Mascot guarantees that this product will be free from defects in material and workmanship for one year from the date of its original purchases. If defective, please contact Mascot, explaining the defect and including the proof of purchase. Depending on the nature of the defect, Mascot will either repair or replace the product without charge and will advise of what further steps need to be taken to have such repair and replacement take place and where to send the product. Naturally, this commitment does not cover normal wear and tear, misuse or neglect, or damage by common carrier. Also, does not apply to damage incurred in mishandling or abuse in transit. This warranty gives you specific rights and you may have other rights which vary from state to state.

What is the warrantee for Pet On Wheels?


    Mascot guarantees that this product will be free from defects in material and workmanship for one year with proof of purchase. Although Mascot manufactures Pet On Wheels with the highest quality in mind, it is only intended for carrying an animal under supervision. Animals must be trained to feel comfortable with the bag. A frightened or excited animal could bite, scratch, or damage any soft-sided carrier, including Pet On Wheels. Mascot makes no promise or warranty against damage caused by an animal or the improper use of Pet On Wheels. If your pet requires confinement or restraint, a hard shell kennel is recommended.

How do I send the product in for warranty service?


• Include on the note LEGIBLY/CLEARLY your name, address, telephone number and 
   description what is in need of repair. You may place masking tape over the damaged
   area to ensure it is not overlooked.

• Include a copy of your proof of purchase receipt with the date clearly shown. (There are
   no cost to under warrantee service; For out of warranty service, customer is responsible
   for shipping and parts cost for repair)

• Place your note and receipt copy INSIDE the luggage to ensure the paper will not get lost,
  especially if box is being filled with styrofoam peanuts.

• Don't forget to write down your tracking number when shipping the bag for repair to Tutto
   (Ex. Post Office's Delivery Confirmation?tracking service). Please keep this tracking
   number for reference. Tutto is not responsible for lost shipment.

• Be sure to CLEARLY label the To (TUTTO address) and From (your address) on the
   exterior of the package. Please use a permanent marker to avoid smudging or place
   clear tape over the address.

• If you need luggage/bag back by a certain date, please indicate when and bold or
  highlight the date. Please give a reasonable timeframe including delivery time from and
  to your location in additional to our usual 3-4 days to process and repair.

How much are the out of warranty repair cost?


    Beside shipping cost, Mascot will charge parts, not labor cost, for your repair. This cost is usually nominal. For example, to change a damaged corner only costs $5.

Where do I send my bag for repair service?


    Mascot Metropolitan Inc.
    Repair Dept.
    380 Swift Avenue, #18
    South San Francisco, CA 94080   

Purchasing Question:

How do I order Tutto Products?


    Visit our website at or call us (1-800-949-1288) and a customer service representative will be happy to help.

Where can I find a Tutto product to look in person?


    Since Tutto is a unique product, it needs to be demonstrated. We attend tradeshows and conventions throughout the United States. Currently we are not attending any outside of the US. Date and location of upcoming tradeshows and conventions we will be attending is located on our website's main home page, scroll to the very bottom for list or click a link

Where can I find a store that carries Tutto?


    At the present time, we only have sewing machine and pet stores listed on our website in "Find a Store" locator. Since all Tutto 4-wheeled products have the same principle (4 wheel base, stackable, turns on a dime, folds down to 3", etc.), customers can visit a sewing machine store to see and feel (play with it) how Tutto performs. The main differences between Tutto product lines is features such as colors they comes in, pocket difference, straps or dividers in main compartment. However, our website is probably the best resource for you to study our products.

Product Question:

When I collapse the case down for storage, the hinge does not lock?


    While the case does collapse, it will not necessarily lock. This is normal. However, make sure it locks in the open position.