15 day Money Back Guarantee
Totem offers a 15 day, in-home audition to thoroughly evaluate your new speakers and ensure you’ve discovered the right speaker for your needs, system, and lifestyle. If you’re not fully satisfied with your purchase, simply contact orders@totemacoustic.com within the 15 days of delivery to receive the Return Material Authorization (RMA) number necessary to return your purchase and receive a refund.
Totem covers shipping and return costs, so the audition is completely risk-free. All we ask is that the product be returned in perfect condition, and in the original packaging to ensure safe transit. Restocking fees are appliable if the product is missing any original packaging or content. We promise a great ownership experience and guarantee you 100% satisfaction in our products and services.
Product damage claims must be made within 10 days of receiving your speakers.
Shipping
We pay for expedient shipping across the contiguous USA with tracking information (Hawaii and Alaska not included, nor American Samoa, U.S. Virgin Islands, Northern Mariana Islands, Guam and Puerto Rico).
Shipping times vary based on your location relative to our warehouses but typically will range from 5-10 business days.
Once your order is placed and processed, you will receive an email order confirmation with tracking information.
Returns
Simply contact orders@totemacoustic.com within the 15 days of delivery to receive the Return Material Authorization (RMA) number necessary to return your purchase and receive a refund. All returned merchandise must be free from damage of any kind, and be in its original factory box with all original packing materials, warranty cards, manuals, accessories, and any other included materials. Restocking fees could be appliable if the product is missing any original packaging or content. Any missing items may delay your refund. Once received, we will send you an email confirmation and refund you via the original payment method within approximately 7-10 business days.
Security and Privacy
We take security very seriously and all purchase information that is communicated from your computer to our systems is encrypted using the latest Secure Socket Layer (SSL) security.
Canceling or Modifying an Order
You have the right to cancel and return your order within 15 days of receiving it. If would like to cancel your order please contact us with your order number and we will issue refund.
However, if your order has already been shipped we will be unable to cancel your order. In this case please follow our Returns procedure.
If you’d like to modify an order in some way, like add additional products or make a correction to the finish, contact us at orders@totemacoustic.com and we will endeavour to help.
Billing Addresses
For card verification, you must enter the billing address exactly as it appears on your card statement. We can only accept payments from cards registered to an American address. We cannot accept APO/FPO or PO Boxes as a billing address.
Delivery Issues or damaged orders
If your order hasn’t arrived within the expected time period you can track it online with the information provided by us in our confirmation email.
It is possible that multiple items may arrive separately, within a few days of one another, potentially due to shipping from different warehouse locations.
In these situations, please contact us at orders@totemacoustic.com .
If you receive a damaged product, please notify us immediately and return it following our Returns procedure. We will arrange an exchange or refund as soon as possible.
Service and Tech Support
Most questions can be easily answered by consulting our FAQ section. If your issue cannot be resolved there, please contact orders@totemacoustic.com to help you troubleshoot and isolate the cause of the problem.
If we determine that service is required, we will help coordinate it. We will provide all of the guidance and support needed to make sure the process goes smoothly in order to get your Totem product back to optimal performance as soon as possible.
