Shipping & Returns
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 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.
RETURNS
Please choose carefully, as Totem Road does not offer refunds. Totem Road can offer an exchange or store credit for goods if notified within 24 hours of the order being delivered. Any returned goods must be in brand new condition and inside the original packaging. Goods will be inspected upon return to our warehouse, before a store credit is issued or exchange is processed. Freight costs, allied with a 20% restocking fee will be deducted from the store credit or exchange value. Store credit is valid for up to 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.