Refunds / Returns Policy and Delivery Information - Totem Road

Refunds / Returns Policy and Delivery Information

Hassle Free Returns

We strive for 100% customer satisfaction. We're sure you will like it, but if not, you can return it to us within seven days of delivery for a refund. Simply contact us with a brief explanation, and we'll arrange for it to be collected by our delivery partners..
All we ask is the goods are returned to our Sydney warehouse within 7 days from the date you received your product and the goods are in their original unmarked condition. We would also appreciate if the goods could be returned in the original packaging. Returns of furniture purchases are subject to a 20% restocking fee.

Can I cancel an order if I change my mind?

If you have a change of heart, you can cancel at any time before your item is dispatched. Simply contact us and we'll cancel your order and give you a full refund. Cancellations made after the dispatch are subject to a 20% restocking fee. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after.

What if the item is damaged when it arrives or you are sent the wrong item?
Our specially-trained staff check your furniture to make sure it's up to our standards before we dispatch it to you, so damage is rare. But if you're unhappy with the quality, or if we've sent you the wrong item, just contact us within 24 hours of delivery or as soon as possible, ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and, assuming your complaints are valid, arrange to collect the item from you and either give you a full refund, arrange for a repair, or order you a replacement. It's very important that you inspect your product upon delivery, as we'll ask you to sign a form confirming that it was received in a good condition. If you're not happy with the goods when you inspect them, note this on the form and contact us.

How long will my refund take?

For security reasons we can only return refunds to the original payment method you used to place your order. Your refund will take up to 3 business days

Deliveries

We deliver using a variety of logistics partners depending on your location and the size of the item.
Delivery times for in stock items
Sydney metro 2 - 4 business days
NSW regional/ACT 2 - 7 business days
Melbourne metro 2 - 5 business days
Victoria regional 3 - 7 business days
Brisbane metro 2 - 5 business days
QLD regional 3 - 7 business days
Other areas – please contact us regarding delivery.
We will contact you to arrange a delivery day and time for your order.
We understand that busy people may find it difficult to be available to receive a delivery. If you are not home and are comfortable with having your order left without the carrier obtaining a signature, please let us know. For this reason we have many customers who take this option.
I am sure you understand that we are unable to take responsibility for orders left unattended.

Want your furniture assembled?
We also offer a premium assembly service for metro areas. A Totem Road representative will go to your home, unpack and assemble your goods

Deliveries

We deliver using a variety of logistics partners. Depending on your location and the size of the item your order will be delivered within 3 to 10 business days.

We understand that busy people may find it difficult to be available to receive a delivery. If you are not home and are comfortable with having your order left without the carrier obtaining a signature, please let us know. For this reason we have many customers who take this option. I am sure you understand that we are unable to take responsibility for orders left unattended.