Customer Care
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, we unfortunately can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Merchandise must be in unworn condition, unwashed, with original tags intact and attached. Footwear must show no signs of creases and scratches. Footwear soles must show no signs of scuffs and wear. Footwear boxes are considered part of the merchandise and must be returned undamaged.
Several types of goods are exempt from being returned. We do not accept products that are intimate or sanitary goods (including razors).
Additional non-returnable items:
Gift cards
Jewelry
Some health and personal care items
Onewheel
To complete your return in-store, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at totembrandco@gmail.com.
Sale and discounted items (if applicable)
Sale and discounted items are final sale. Only regular priced items may be refunded or exchanged; unfortunately, sale and discounted items cannot be refunded or exchanged.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@totemshop.com and send your item to:
535 South St
Philadelphia, PA 19147
Claims
If you purchased package protection, and experienced an issue with your order, access our claims portal here. Claims must be submitted within 7 days of expected delivery date. We are not liable for package theft. If you believe your package was stolen, please contact your local authorities.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and the buyer will be notified about your return.
Shipping
United States: $11.95.
International: starting at $29.95.
To return your product, mail your product to:
535 South St
Philadelphia, PA 19147 USA
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Customers are responsible for paying all applicable duty and import tariffs upon delivery of items.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Customer Care Email: