Terms of Service

1. Seller and acceptance of these Terms

Totem Custom is the customer-facing brand operated by Xiamen Boxin Lianchuang Network Technology Co., Ltd. (厦门博信联创网络科技有限公司), registered at Unit C-4, Room 03, 8/F, Building D, Xiamen International Shipping Center, 97 Xiangyu Road, Xiamen Area of China (Fujian) Pilot Free Trade Zone, Xiamen, Fujian 361000, China (the “Seller”, “we”, “us” or “our”). By using the website, creating an account, requesting a quotation or placing an order, you agree to these Terms. You must be legally able to enter into a binding contract.

2. Product information, pricing and quotations

Website images, mockups and guide prices illustrate common customization options and are not a binding production specification. Material, color, dimensions, finish, quantity, packaging, freight, tax and currency can affect the final price. A quotation is binding only for the specifications, amount, currency and validity period stated in the written quotation or checkout summary. We may correct an obvious pricing or description error before accepting an order.

3. Order acceptance and payment

An order is accepted when we issue an order confirmation or begin the agreed design or production work after receiving the required payment. Payment stages, deposit, balance, currency and method are shown at checkout, in the quotation or on the invoice. Card data is handled by the selected payment provider and is not stored by this website.

4. Artwork, proofs and customer approval

You must provide accurate specifications and have the right to use all submitted artwork, names, logos, images and other content. We may reject content that appears unlawful or infringes another party’s rights.

You are responsible for checking spelling, dates, dimensions, colors, layout, quantities and finishes shown in the proof. Production normally starts after you approve the proof in your account or in writing. When the proof notice clearly gives a response deadline, no revision request received before that deadline will be treated as approval and production may begin. This does not remove remedies for a confirmed manufacturing defect or an item that does not match the approved proof.

5. Changes and cancellations

Contact us immediately if you need to change or cancel an order. Before design, tooling or production begins, we will confirm whether cancellation is possible and whether work already completed must be charged. After a proof is approved, deemed approved after the disclosed deadline, or production has begun, custom products cannot normally be changed or cancelled.

6. Production, delivery and risk

Production and delivery estimates are described in our Shipping Policy and confirmed for each order. They are estimates, not guaranteed dates, unless the quotation expressly says otherwise. Risk of loss transfers according to the delivery term written in the quotation or, if no delivery term is stated, when the order is delivered to the address you provided. Import duties, taxes and destination charges are the buyer’s responsibility unless agreed otherwise in writing.

7. Returns, refunds and defects

Because products are made to your specification, change-of-mind returns are normally unavailable once production begins. Confirmed damage, shortage, incorrect supply or manufacturing defects are handled under our Return & Refund Policy. Nothing in these Terms limits rights that cannot lawfully be excluded.

8. Intellectual property

You retain rights in artwork you supply. You grant us permission to use it only as needed to quote, proof, manufacture, deliver and support your order. Totem Custom website content, layouts, copy and branding may not be copied or commercially reused without permission. We will not publicly display your custom artwork as a portfolio example without permission.

9. Liability and events outside our control

To the extent permitted by law, neither party is liable for indirect, incidental or consequential loss. Our aggregate liability arising from an affected order will not exceed the amount paid for that order, except where a limitation is prohibited by law. We are not responsible for delay caused by customs, carriers, natural events, government action, labor disruption, network failure or other circumstances reasonably outside our control, but we will provide updates and take reasonable steps to reduce disruption.

10. Payment-acquiring disclosure

The Seller and contracting party remains Xiamen Boxin Lianchuang Network Technology Co., Ltd. (厦门博信联创网络科技有限公司). At the acquiring bank’s request, the following information is disclosed for card-acquiring compliance: BLUE STAR TRADING LIMITED, RM C, 6/F, WORLD TRUST TOWER, 50 STANLEY STREET, CENTRAL, HONG KONG. This disclosure does not identify that entity as the manufacturer, seller or party responsible for fulfilment unless a payment document expressly states otherwise.

11. Governing law and disputes

These Terms and any dispute or claim arising from them, the website or an order are governed by the laws of Hong Kong Special Administrative Region. Please contact support@totemcustom.com first so that we can try to resolve a concern promptly. If it cannot be resolved, the courts of Hong Kong will have non-exclusive jurisdiction.

12. Changes and contact

We may update these Terms for future use of the website and future orders. The version accepted for an existing order continues to apply to that order unless both parties agree otherwise. Questions may be sent to support@totemcustom.com.