Shipping policy - Totem Road

Our Story

Our Philosophy

B-Corp Certified

Reviews

Shipping policy

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 offers a scheduled day of delivery. Our delivery partner will be in contact to arrange a suitable day and time. Standard delivery includes delivery inside your home to the ground floor or units with lift access available, but does not include taking item up external or internal stairs, and assembly (if required) or packaging removal.

Premium Delivery

Our Premium White Glove delivery service offers a scheduled day of delivery as well as any required assembly and packaging removal. Please select Premium Delivery if access to your property requires any stairs. 

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.

Search