Shipping & Returns - Totem Road
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OUR STORY

OUR PHILOSOPHY

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REVIEWS

Shipping & Returns

SHIPPING

We pride ourselves on quick and easy shipping and use a variety of trusted logistics 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 you would like to upgrade your service and it’s not showing as an option, please contact sales@totemroad.com.

For Sydney, Melbourne, Brisbane and Adelaide metro, we have two services available. 

Standard Delivery 

Our standard delivery service offers a scheduled day of delivery. Our delivery partner will be in contact to arrange a suitable day and time. Standard delivery does not include assembly (if required) or packaging removal. 

  • Sydney metro - Capped at $199
  • Melbourne metro - Capped at $249
  • Brisbane metro - Capped at $299

Premium Delivery

Our premiumWhite Glove delivery service offers a scheduled day of delivery as well as assembly and packaging removal. 

  • Sydney metro - Capped at $299
  • Melbourne metro - Capped $399
  • Brisbane metro - Capped $399

For deliveries outside our metro areas (or specified locations), we have our courier service available.

Courier 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, Aspen and Utopia Sideboards, Flint storage items and Totem Road Mattresses.

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

 

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 courier 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 our courier service) are delivered inside the property and to ground level only, unless organised prior. If access is difficult (i.e multiple stairs, narrow entry and insufficient access space in a lift, please contact our team in advance or when you place an order as additional charges will apply.

  

RETURNS

Please choose carefully, as Totem Road does not offer refunds. Totem Road can offer exchanges for goods within 5 business days of delivery. These products must be in a saleable condition and their original packaging. Totem Road can offer in store credit which is valid for up to 12 months. Goods must be inspected upon return to our warehouse, before a store credit is issued. Freight costs, allied with a 20% restocking fee will be deducted from this credit.

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.