Refunds / Returns Policy and Delivery Information

Please choose carefully, as Totem Road does not offer refunds for simply a change of mind. However, if you do have a change of heart, you can arrange with our team to return the goods within 7 days of delivery, (in the original and packaged condition) and take the equivalent value of your purchase as store credit. 

Goods will be inspected upon return and in-store credit will be issued for the original value of the product only — excluding any shipping cost.

The returned goods will be subject to a return freight charge, which will be deducted from the store credit issued.


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, 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.

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.