Refund policy

We have a 100-day return policy, which means you have 100 days after receiving your item to request a return. This policy only applies to orders place directly with us through www.totempillow.com. Orders through other platforms such as Tiktok Shop and Amazon are subject to a 30 day return policy. 

To be eligible for a return, your item must be in the same condition that you received it - in factory condition, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. If the item is visibly used, ie. have dirt or debris on the product or packaging, your return may be subject to a restocking fee of up to 50% of the product list price.

To start a return, you can contact us at hello@totempillow.com. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The customer is responsible for the cost of the return shipment. 

You can always contact us for any return question at hello@totempillow.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@totempillow.com.