Returns Exchanges and Cancelations

Returns, Exchanges, and Cancelations

We want your items to feel great in your home. If something isn't the right fit, we will help you get it sorted. Please contact our Customer Care Department for return and exchange approval as merchandise may not be returned without formal prior written approval from authorized personnel in our office. This helps ensure a smooth process.

Orders canceled within the estimated lead time shown on the product page are subject to a 3% processing fee. Our regular return policy applies to any orders that are already in the shipping process. This includes order that have already been palletized, boxed, and have shipped and are in transit.

Returns:

For returns the product must be in new condition, original carton, unassembled, and returned within 30 days of receipt. We are unable to offer returns on modified or previously assembled items. We do not accept returns sent C.O.D. and original TO and FROM shipping charges are not refundable. This includes the shipping cost for promotional free shipping. All returns and cancellations are subject to a 20% restocking fee. Special Orders may take longer than estimated and are not returnable.

Damages:

For damages or defects not due to the carrier, Totally Home will replace properly documented parts or items reported within 30 days. This includes manufacturing defects.

For concealed damage (freight that may have been damaged during the transit, however, the damage was not notated on the invoice or proof of delivery report), Totally Home will replace any properly documented defect or damage due to shipping reported within 5 days. The 5 days and documentation is as required by the carriers and insurance. For concealed damage, Totally Home will work with the carrier, manufacturer, and insurance to determine who is at fault and that decision will determine responsibility.

Returns for Mattresses and Foundations

Mattresses and Foundations may only be returned if delivered damaged or due to a documented manufacturing defect. If your mattress or foundation is delivered damaged, contact the customer service number listed in your emailed order confirmation for assistance within 72 hours of delivery. Defects discovered more than 72 hours after the mattress or foundation was delivered may be covered by the manufacturer's warranty, if any.

There are a few items that cannot be returned:

Clearance items
Made to order, custom, or personalized items
Gift cards
Items indicated as "Non-Returnable" on the sale or product page
Items already assembled

We are happy to help with exchanges for a different color, size, or even a different product. The same policies for returns apply. To exchange merchandise, you will need prior formal approval from our customer care department.

Made-to-order and custom items cannot be canceled once they begin production.

Return shipping costs apply for all exchanges and will be deducted from the refund amount.

Direct Line: 952-881-2425

Email: info@shoptotallykids.com