SHIPPING
We pride ourselves on quick and easy shipping and use a variety of trusted delivery partners, depending on your location and product purchased, to ensure the best service possible.
Our shipping costs are calculated at checkout, based on your location, size and weight of your product. If there's no shipping method appearing at the checkout, please contact our sales team to obtain a delivery quote for you - sales@totemroad.com.
Our delivery partners operate Monday to Fridays during business hours, however if you do require a weekend delivery please reach out and we can arrange a specialised delivery quote for you as additional charges may apply.
Standard Delivery
Our Standard Delivery Service provides a scheduled delivery date, with our delivery partner contacting you to arrange a convenient day and time. Standard delivery includes bringing your items into your home on the ground floor or to apartments with lift access.
Please note, assembly and packaging removal are not included with Standard Delivery.
Premium Delivery
Our Premium White Glove Delivery Service includes a scheduled delivery, full assembly, and removal of all packaging. This service covers delivery to rooms accessible via internal stairs.
If your property does not have lift access and items must be carried up external stairs, please contact our Sales Team in advance with photos and details (e.g., stair dimensions and number of flights). Additional charges may apply for challenging stair access.
It is the customer’s responsibility to ensure that lifts, doorways, and hallways are large enough to accommodate the items being delivered.
Front Door Delivery
Our nominated courier will provide an estimated delivery date and tracking number, so that you can follow your order's delivery process. However, they cannot provide a specific delivery window.
Delivery is normally between 09:00 & 17:00 on weekdays to your front door. If you are unable to be home and feel comfortable with our courier leaving your product without a signature, please let us know. Please understand that we are unable to take responsibility for any orders left unattended. The following items cannot be delivered via our courier service due the size and fragile nature: All marble items, large mirrors, dining tables and oversized storage products.
Delivery times for in-stock items (approximate and subject to change)
|
Sydney Metro |
5 - 10 business days |
|
NSW Regional / ACT |
10 - 15 business days |
|
Melbourne Metro |
10 - 15 business days |
|
VIC Regional |
10 - 15 business days |
|
Brisbane Metro |
10 - 15 business days |
|
QLD Regional |
10 - 15 business days |
|
SA / WA / TAS / NT |
15 - 20 business days |
Warehouse Pick Up
We can help facilitate a pick up for your furniture order from our Eastern Creek NSW warehouse. Please contact our team at sales@totemroad.com and we can send through an invoice for your order with the pick up fee applied.
International Delivery
For international freight pricing, please contact Totem Road. Any import duties or tariffs are to be paid by the customer directly to the freight provider upon delivery.
Delivery Confirmation, Cancellation and Rescheduling
Once a delivery is booked with our provider, Totem Road cannot amend the delivery address. In the event the delivery needs to be cancelled or rescheduled, please contact our customer service team to see if this is possible.
Two business days notice is required to cancel or reschedule a standard or premium delivery. If you’re unable to accept a standard or premium delivery on the date that you have confirmed and you have not rescheduled the delivery with us, a failed delivery fee will apply. This fee is required to be paid before redelivery can be booked.
Access
All deliveries (excluding Front Door Delivery) are delivered inside the property and to ground level only, unless organised prior. Please contact our team in advance or when you place an order as additional charges will apply for difficult access or stairs.
It is the customers responsibility to ensure that there is reasonable access to allow the goods to be delivered. If the goods are unable to be delivered due to access, the customer is liable to pay for return shipping back to the warehouse and then will be eligible for a store credit less a 20% restocking fee for the returned goods.
RETURNS
Please choose carefully, as Totem Road does not offer refunds. We can provide an exchange or store credit if notified within 24 hours of delivery.
Returned items must be in brand new condition and in their original packaging. All returns will be inspected at our warehouse before a store credit is issued or an exchange is processed.
A 20% restocking fee and any freight costs will be deducted from the credit or exchange value. Store credits are valid for 12 months.
What if the item is damaged when it arrives or you are sent the wrong item?
Our specially-trained staff check your furniture to ensure it's up to our standards before it is dispatched, so damage is rare. If you're unhappy with the quality, or if we've sent you the wrong item, please contact us within 48 hours of delivery, sending us photos of the damage to the product. 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.
OUTLET
All Totem Road Outlet sales are final. Totem Road does not allow cancellations of orders, returns, refunds or exchanges on any product purchased through the Totem Road Outlet. All Totem Road Outlet stock is bought in the condition they are displayed in and the customer accepts the Totem Road Outlet Terms and Conditions when placing the order. Please choose carefully as all outlet sale items are not covered by statutory warranties. By accepting the terms and conditions, the customer agrees to these terms.
