Shipping & Refund Policy

General

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. You’ll need the receipt or proof of purchase. There will also be a 10% restocking fee.

Returns or replacements of parts and/or Hello Totem Products may be subject to shipping, handling, replacement, and/or restocking fees.

To start a return, you can contact us at support@hellototem.shop with your order number. If your return is accepted we will 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. You can always contact us for any return question at support@hellototem.shop.

Warranty Program

There is a 60 day warranty. If you are experiencing issues with your totem, direct message us on Instagram or email us at support@hellototem.shop. We offer replacement parts as well as repair services. Depending on the issue, it may be of little or no charge to you.

Stolen Packages

While instances of lost packages during transit are typically covered by UPS and USPS, it is unfortunate that package theft after delivery is a common occurrence. We want to emphasize that we are unable to assume responsibility for stolen packages. Therefore, we highly recommend opting for our shipping service option that includes signature confirmation, as it provides an added layer of security to ensure the safe arrival of your shipment.

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.

As a new company, we are constantly making new discoveries about our products. We are always refining and improving our products.

If you are experiencing any issues with your totem or have any suggestions on how we can improve it, we would love to hear your input. We appreciate any feedback you have. Please reach out to us directly on Instagram Direct Message or Email us at support@hellototem.shop.

Exchanges

Don't want to return your totem? You may make an exchange! To start an exchange, you can contact us at support@hellototem.shop with your order number. If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We will then ship out your new product after confirmation of your shipping address. You can always contact us for any exchange question at support@hellototem.shop.

Items Not Eligible for Refund/Exchange