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Order Shipping: 

Orders are typically dispatched same day or next day. Occasionally, due to extenuating circumstances items will ship within 3 business days of receiving the order.

*EXCEPTION: Large acrylic and canvas art pieces can take up to 3 weeks for production and we are not responsible for delays in shipping of those items.

Apparel Return & Exchange Policy

Not quite right? That’s OK. You can return online purchases by mailing it back to us:

Totem Design House

3250 Comox Rd

Courtenay, BC

V9N3P8

*Please Note: We do not pay cost of return shipping* 

Return & Exchange Details

For all returns or exchanges, items must not be washed, worn or damaged. All original tags must be attached.

Regular-Priced Merchandise

  • Within 14 days of the shipping date: you can exchange your item or receive a refund to the original method of payment.
  • After 14 days: you can exchange your item.
  • After 20 days: we will no longer accept returns or exchanges.

Sale Merchandise

  • Within 14 days of the shipping date: you can exchange your item.
  • Sorry, no refunds on sale or discounted items.

Return Refund & Processing

Your refund will be credited to the original method of payment

All refunds will be processed within 7 business days of receipt of your return package.

 

ABSOLUTELY NO RETURNS/EXCHANGES ON ART PRINTS, JEWELRY, AND SALE ITEMS.

 

Received a damaged package?

Fortunately, we have not encountered more than a couple damaged orders, but please note Totem Design House is NOT responsible for damage during shipping. Please contact Canada Post and proceed with insurance process with the following link: Canada Post Insurance Claim

Shipping Delays: We are not responsible for shipping delays. Once orders are dropped off at Canada Post, packages are literally out of our hands and we have no more access to tracking than what the customer has. During Holiday times when we have large quantities of orders, our packages are not scanned at the Courtenay branch, rather they are scanned (typically) at the sorting facility in Richmond the next day. Holiday season 2020 was unusual (highest volume of packages ever) and many packages were not scanned at all until delivery, resulting in no tracking whatsoever. Frustrating customers and businesses alike. If you encounter any shipping delay, use this link to submit a service ticket direct with Canada Post, as we unfortunately, are unable to do anything to assist you.

Click here for Canada Post Service Ticket (scroll to bottom of page) 

Order Cancellations

In cases when we are oversold on products and the order cannot be fulfilled, Totem Design House reserves the right to cancel the order and issue an immediate refund to the customer.