Return & Refund Policy

1. Made-to-order products

Most Totem Custom products are personalized or manufactured to your approved specification. For this reason, change-of-mind returns are normally unavailable after the proof is approved, deemed approved after the clearly disclosed response deadline, or production begins. This does not affect a remedy for confirmed damage, shortage, incorrect supply or a manufacturing defect.

2. Eligible requests

We will review a return, rework, replacement or refund request when:

• The product arrives materially damaged
• The quantity is materially short
• The supplied item is materially different from the approved proof or written specification
• There is a confirmed manufacturing defect
• A tracked shipment is confirmed lost or undelivered after carrier investigation
• An order is cancelled before non-recoverable design, tooling or production work begins

3. How and when to make a request

Email runmingc@gmail.com within seven calendar days after delivery. Include the order number, a clear description, photos or video of the product and outer packaging, and the quantity affected. For nondelivery, contact us after the carrier’s estimated delivery window has passed. Keep the products and packaging until we complete the review.

4. Request processing time

We acknowledge and begin reviewing a complete request within two business days. We may request additional photographs, samples or carrier information. We normally communicate the proposed resolution within five business days after receiving all required evidence, although a carrier or technical investigation may take longer.

5. Available resolutions

Depending on the affected quantity, urgency and evidence, an approved resolution may be rework, replacement, a partial refund, store credit or a full refund for the affected products. Do not return a custom product without written instructions; an unauthorized return may not reach the correct facility. When we require a return for a confirmed seller error, we will provide or reimburse reasonable return shipping as agreed in writing.

6. Refund method and arrival time

Approved refunds are initiated to the original payment method within two business days after approval, unless another lawful method is agreed in writing. Refunds generally reach the original payment account within 5–7 business days. Some banks, card networks or cross-border routes may take up to 15 business days. We will provide a refund reference when one is available, but the issuing bank controls the final posting time.

7. Non-refundable amounts

Completed design, sampling, tooling, production and third-party freight costs may be non-refundable when they were correctly provided before a customer-requested cancellation. Products that match the approved proof and specification are not refundable solely because of a change of preference, minor screen-to-print color differences or an address error supplied by the customer. Any deduction will be explained before a cancellation refund is processed.

8. Payment disputes

Please contact runmingc@gmail.com before opening a payment dispute so that we can investigate the order and offer an appropriate resolution. This request does not limit any right available through your card issuer or applicable law.