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FAQs

Product Resources

The Totem Compass Quick Start Guide will help you set-up your Totem and walk you through all the core features it provides. It is designed to allow you to start using your festival compass right out of the box!


The Totem Compass Pro Guide provides an in-depth tutorial on all features and functions of your Totem. By the time you reach the end of the Pro-Guide, you'll be a Totem Compass Expert!

Welcome to Totem University!

This is a video series designed to teach you everything you need to know about your Totem Compass. We'll walk you through what it does, how it works, and more. 

We recommend that you grab your Totem Compass and have it in hand as you watch. That way, you can follow along as we go!


Here's the first video in the series to get you started:

 

Want to learn about all things Totem? 

Check out our blog page. It's filled to the brim with announcements, storytelling, and educational information about the Totem Compass. 

Here are a few helpful articles to get you started: 

Totem releases free software updates for the Totem Compass on a regular basis. Software Updates are released to improve performance, extend battery life, and occasionally fix bugs.

Click here to view our Software Update Portal.

See a bug or issue with your Totem Compass? Let us know and we'll fix it!

You can send feedback directly to our Team at this link.  

We are constantly rolling out software updates to improve the Totem Compass. Your feedback will guide our decisions on what to change and improve. Help us help you!

Share your feedback with us today.

Totem Compass FAQs

The Totem Compass uses GNSS (Global Navigation Satellite System) to determine its location. It then communicates with other Totem devices through our Unity Mesh Network™, which operates without the need for cellular service, Wi-Fi, or Bluetooth.

Our software processes this location data to determine the directional heading of your friends. The Totem Compass then guides you toward them using an intuitive ring of LED lights.

Key Features of the Totem Compass:
✔️ Works without Wi-Fi, cell service, or Bluetooth
✔️ Uses GNSS for accurate location tracking
✔️ Communicates via Unity Mesh Network™
✔️ Guides you with an LED light ring

🔗 Learn More: How the Totem Compass Works

FAQs
❓ Do I need an internet connection for the Totem Compass to work?
✅ No, the Totem Compass operates without Wi-Fi, cell service, or Bluetooth by using GNSS and our Unity Mesh Network™.

❓ How accurate is the Totem Compass?
✅ The accuracy depends on GNSS signals and environmental conditions, but it is designed for reliable outdoor navigation.

The Totem device can be used indoors, but certain conditions may affect its performance.

Indoor Usage Considerations:

• Satellite Connection: Some buildings and metal structures can interfere with the Totem’s satellite connection, making it harder to reliably navigate to peers.
• Best for Outdoor Use: Due to potential interference, the Totem Compass is best suited for outdoor environments where the signal can remain strong and stable.

While the Totem device works well for lateral navigation, there are a few limitations when it comes to vertical positioning (like finding which floor your tribe is on).

What You Need to Know:

• Lateral Navigation: The Totem can tell you the direction of your friends, but not the vertical position. It can't indicate if someone is above or below you (e.g., on a different floor).
• Deck Navigation: While it won’t help you find your friends' exact floor, it will guide you to them if you're both outside on the deck, as long as you’re in the same line of sight.

🔍 The Totem is great for outdoor navigation on a cruise deck, but won’t help with floor-level navigation inside the ship.

The Totem device can connect with up to 4 other Totems, but you can still keep your entire group connected, even if it's larger than 5 people!

How It Works:

• Bond Limit: Each Totem can bond with 4 others at a time, but the connections aren’t restricted to a fixed circle.
• Flexible Pairing: Every Totem can connect with any 4 Totems, meaning you can create a network of connections among a larger group.
• Spread the Bonds: By strategically pairing Totems within your group, you can ensure that everyone stays connected.

🔗 Want to learn the best way to set up your Totem network? Check out our blog for a step-by-step guide: How to Bond the Totem Compass

If a friend goes out of range, their Bond Light will behave differently to help you find them again.

What to Expect:

• Bond Light Dimming: When your friend is out of range, their Bond Light will dim and start to breathe (pulse slowly).
• Last Known Location: The Bond Light will still point towards their last known location.
• Reconnection: In most cases, walking towards that direction will bring you back into range, allowing the Bond Light to update and point to your friend's real-time location.

🔄 If you're out of range, follow the breathing Bond Light back to your friend's location, and the signal will refresh once you're close enough.

When you get around 50 meters from your friend, their Bond Light on your Totem will begin to gradually expand, indicating that they are close by.

As you get closer, their light will continue to expand until you find them and unite once again.

Key Features:

• Bond Light Expansion: The Bond Light grows as you approach your friend, indicating proximity.
• Guides You: As the light expands, it guides you to your friend’s location.

🔍The Bond Light gradually expands to guide you to your friend as you get closer.

Your Totem is built for outdoor events, so no need to worry about rain, sweat, or humidity.

Just don’t go swimming with it—they are not designed to be submerged in water or exposed to splashing.

Key Features:

• Built for Outdoor Use: It can handle rain and humidity.
• Not Waterproof: Avoid submerging it in water or heavy splashing.

🔍 The Totem is water-resistant to an extent but should not be submerged or splashed without a case.

The Totem Compass is designed with your safety and consent in mind.

Totems use a secure, two-way Bonding process that requires mutual consent from both people simultaneously. Totems can only be bonded when they are right next to each other, and you can delete someone at any time using Peer Management Mode.

Key Features:

• Secure Bonding: Only people you Bond with can track you.
• Two-Way Consent: Both people must give consent for the connection to happen.
• Peer Management Mode: You can delete someone from your bonds at any time.

🔍The Totem’s security features make it nearly impossible for anyone to track you without your consent or knowledge.

The Totem Compass does not use haptic feedback (vibration). Vibration can be hard to sense when you're at an event or in a crowd, so we designed the Totem to communicate solely through light and color.

Key Features:

• No Vibration: The Totem does not use haptic feedback.
• Light and Color Communication: The Totem uses light and color to signal directions.

🔍 The Totem communicates only through light and color to ensure you can always sense it in crowded environments.

Yes! The Totem Compass uses a global constellation of satellites to determine its location, meaning that your Totem will work anywhere in the world (as long as you have a clear view of the sky).

The communication protocol broadcasts on 2.4GHz, one of the only frequencies legal in 100% of countries worldwide.

Key Features:

• Global Connectivity: The Totem works worldwide as long as you have a clear view of the sky.
• 2.4GHz Frequency: Uses a legal frequency that’s accepted in every country.

🔍 The Totem Compass works anywhere globally, thanks to satellite connectivity and a universal communication protocol.

Troubleshooting

Ensure your device is charged. Plug it in and look for the red charging light inside the Touch Crystal.

NOTE: Make sure you charge your Totem with a USB-C charging cable.


Your charging light will turn green when your Totem is fully charged.

Powering Your Totem On and Off

✅ To power ON – Click the Totem once quickly.
✅ To power OFF – Press and hold the power button.

If your Totem still won’t power on after charging, please click here to submit your feedback.

Key Features:

• Check the Charging Light: Look for the red charging light while charging, which turns green once fully charged.
• Use the Right Cable: Charge your Totem using a USB-C cable.

🔍 Make sure the Totem is charged with the correct cable and check for the red and green charging lights.

If your Totem’s lights are dim, it’s likely in Eco-mode, which conserves battery by dimming the lights and turning off Vibe Mode.

You can manually enter or exit Eco-mode by clicking the power button once while your Totem is on.



Eco-mode can extend your Totem’s battery life by up to 50%, giving you more hours of use before needing a recharge.

To bring your Totem’s lights back to full brightness, simply exit Eco-mode!

Key Features:
✅ Eco-mode Conserves Battery – Lights dim and Vibe Mode turns off.
✅ Manual Control – Click the power button once to enter or exit Eco-mode.
✅ Full Brightness Restore – Exit Eco-mode to restore full light brightness.

🔍 Dim lights mean your Totem is in Eco-mode. Click the power button once to exit and restore brightness.

If Vibe Mode isn’t working, try these steps:

1️⃣ Check for Eco-mode: Your Totem might be in Eco-mode, which disables Vibe Mode. Click the power button once to exit Eco-mode and restore full functionality.

2️⃣ Check Orientation: Vibe Mode only works when the Totem is hanging vertically. Make sure it’s in the correct position.

3️⃣ Still not working? Share your feedback, and we’ll help you fix it!


Key Fixes:
✅ Exit Eco-mode – Click the power button once to restore Vibe Mode.
✅ Check Orientation – Vibe Mode only works in a vertical position.
✅ Need Help? – Reach out if the issue persists.

🔍 Make sure Eco-mode is off and the Totem is hanging vertically for Vibe Mode to work properly.

If your SOS alert isn’t working, follow these steps:

1️⃣ Check the Red Light: Make sure the red light behind the SOS button is blinking—this indicates that SOS alerts are turned on.


2️⃣ If the Red Light Isn’t Blinking: This could be a device malfunction. Report the issue on our Feedback Portal.

3️⃣ Confirm Your Bonds: Ensure you are bonded to your friends by performing a Crystal Check.


4️⃣ Wait for the Alert: SOS alerts can take up to 60 seconds to reach your friends, so give it a moment.

Key Fixes:
✅ Red Light Blinking? – Indicates SOS is active.
✅ Not Blinking? – Possible device issue, report it.
✅ Check Friend Bonds – Use Crystal Check to confirm connections.
✅ Give It Time – SOS alerts may take up to 60 seconds to send.

🔍 Ensure the red light blinks, check friend bonds, and wait up to 60 seconds for the alert to go through.

If your Touch Crystal isn’t responding, try these troubleshooting steps in order:

1️⃣ Proper Tap Technique: Tap the center of the Touch Crystal with the fleshy part of your finger—no gloves! 🖐️
2️⃣ Check Compass Mode: Ensure your Totem Compass is in Compass Mode (horizontal orientation).
3️⃣ Switch Modes: Drop your Totem into Vibe Mode (vertical orientation), then back into Compass Mode before tapping the Touch Crystal again.
4️⃣ Dry Your Totem: If your Totem is wet, dry it off completely.
5️⃣ Restart Your Device: If none of the above steps work, turn your Totem off and back on.

Key Fixes:
✅ Use Bare Fingers – Gloves or improper touch may prevent response.
✅ Ensure Compass Mode – The Touch Crystal works best in horizontal orientation.
✅ Try Mode Switching – Moving between Vibe Mode and Compass Mode can help.
✅ Dry Your Device – Moisture can interfere with responsiveness.
✅ Restart Your Totem – Power cycling can resolve unresponsiveness.

🔍 Check the mode, use bare fingers, dry your Totem, and restart if needed.

If your Totem Compass is struggling to connect to satellites, try these steps:

1️⃣ Go Outside 🌳

• Move outdoors, away from large walls, buildings, or metal roofs—these can block satellite signals.
• Open spaces give your Totem the best chance to lock onto satellites.


2️⃣ Use Eco Mode for Faster Connection ⚡

• Eco Mode conserves battery while prioritizing satellite connection, helping your Totem lock on faster. Eco Mode only affects battery life when in vertical orientation. 

3️⃣ Be Patient—It Can Take Time ⏳

• Depending on surroundings, a satellite connection may take up to 10-15 minutes.
• Keep your Totem powered on and allow it time to establish a lock.

4️⃣ Avoid Interference 📶

• Other electronic devices (phones, laptops, or wireless gadgets) may slow down the connection process.
• Try moving away from strong radio signals to improve connectivity.

5️⃣ Check for Software Updates 🔄

• An outdated system may affect satellite connectivity.
• Make sure your Totem is running the latest software version. Click here to check for updates.

6️⃣ Reboot and Retry 🔄

• If all else fails, turn your Totem off and back on.
• A restart can refresh the connection attempts and improve satellite lock.

Still Not Connecting? Let Us Help!

If multiple Totems connect successfully but yours does not, it may be a device issue. Please submit feedback so we can assist you. If needed, we’ll process a warranty claim to replace your Totem.

Key Fixes:

✅ Move to an open area – Avoid walls, metal roofs, and buildings.
✅ Use Eco Mode – Helps satellites lock faster.
✅ Be patient – Connection may take up to 10 minutes.
✅ Avoid interference – Wireless devices can disrupt signals.
✅ Update your software – Outdated firmware may cause connectivity issues.
✅ Restart your Totem – A reboot can help reset the connection.

🔍 Step outside, enable Eco Mode, update your software, and minimize interference. If your Totem still won’t connect, let us assist you.

If you're having trouble Bonding your Totems, follow these steps:

1️⃣ Update Your Software 🛠️

• An outdated system may prevent successful Bonding.
• Make sure your Totem is running the latest software version. Click here to check for updates.

2️⃣ Ensure Close Proximity 📏

• Your Totems must be less than one inch apart to successfully Bond.
• Use the "tip to tip" method—align the Touch Crystals of both Totems for the best results! 😉


3️⃣ Press and Hold the Touch Crystals 🔘

• Touch and hold the Touch Crystals on both Totems simultaneously until the Bond is established.

4️⃣ Bond One at a Time ⚠️

• You can only Bond with one Totem at a time—trying to connect multiple devices at once can cause issues.

5️⃣ Check Your Bond Limit 🔄

• Each Totem can hold up to 4 Bonds at a time.
• If your Totem has reached this limit, you may need to remove an existing Bond before adding a new one.

6️⃣ Restart & Retry 🔄

• If Bonding still isn’t working, reboot both Totems and try again.

Still Having Issues? Let Us Help!

If you've tried all the steps and Bonding still isn’t working, please submit feedback so we can assist you.

Key Fixes:
✅ Update your software first – Ensures your Totem is running the latest version.
✅ Keep Totems less than 1 inch apart – Use the "tip to tip" method.
✅ Press and hold both Touch Crystals – Until the Bond is confirmed.
✅ Only Bond one Totem at a time – Multiple attempts may cause issues.
✅ Check Bond limits – Each Totem can store up to 4 Bonds.
✅ Restart both Totems – A reboot can fix potential connection problems.

🔍 Update your software first, keep Totems close, use the "tip to tip" method, press and hold both Touch Crystals, check Bond limits, and restart if needed.

If your Bond Light isn’t pointing in the right direction, follow these steps to fix it:

1️⃣ Update Your Software 🛠️

• An outdated system may affect navigation accuracy.
• Ensure your Totem is running the latest software version. Click here to check for updates.

2️⃣ Calibrate Your Totem for Accuracy 🔄

• Before navigating, spin in a full circle while holding your Totem in Compass Mode (horizontal orientation).
• This calibration ensures precise navigation.


3️⃣ Verify Your Bonded Connection 🔗

• Double-check that you're bonded to the person you're navigating to.
• You can only navigate to someone you're properly bonded with.

4️⃣ Understand How the Bond Light Works 💡

• The Bond Light won’t always point directly at your friend’s chest but should guide you in their general direction.
• Environmental factors can sometimes affect precision, so use it as a directional guide, not a pinpoint locator.

5️⃣ Recalibrate or Restart if Needed 🔄

• If your Bond Light still seems inaccurate, try:
✔️ Recalibrating by spinning in a full circle again.
✔️ Restarting your Totem to reset its navigation functions.

Still Having Issues? Let Us Help!

If you've tried all the steps and the Bond Light still isn't accurate, please submit feedback so we can assist you.

Key Fixes:
✅ Update your software first – Ensures your Totem runs the latest version.
✅ Spin in a full circle before navigating – Ensures accurate tracking.
✅ Check your Bond – You can only navigate to bonded friends.
✅ Understand directional guidance – The Bond Light leads you in the right direction but may not be exact.
✅ Recalibrate or restart – If the Bond Light still seems off, try again.

🔍 Update software, calibrate by spinning, verify your Bond, understand how the Bond Light works, and restart if needed.

If your Totem isn't responding to tilting movements, try the following fixes:

1️⃣ Reboot Your Totem 🔄

• Power off your Totem, then turn it back on.
• This refreshes its sensors and may resolve the issue.


2️⃣ Report the Issue 🛠️

• If a reboot doesn’t fix the problem, it could be a hardware malfunction.
• Head to our Feedback Portal to report the issue, and we’ll assist you!


Quick Fixes Recap:

✅ Reboot your Totem – A quick restart can reset the sensors.
✅ Report the issue – If the problem persists, let us know!

🔍 Try rebooting your Totem first. If that doesn’t work, report the issue so we can help! 🚀

If your Touch Crystal suddenly changes color, try these quick troubleshooting steps:

1️⃣ Check for Moisture 💧
• Is your Totem wet? Moisture can interfere with the device, just like a smartphone screen.
• Dry it off completely and see if the color returns to normal.


2️⃣ Reset by Changing Modes 🔄
• Switch to Vibe Mode (hold it vertically).
• Then tilt it back into Compass Mode (hold it horizontally).
• This action can help reset the crystal's color display.


Still Having Issues? Let Us Help!

If your Touch Crystal continues to display the wrong color, please submit feedback so we can assist you.

Quick Fixes Recap:
✅ Dry your Totem – Moisture may be the culprit.
✅ Switch Modes – Toggle between Vibe and Compass Mode.

🔍 A wet Totem can behave oddly! Dry it off and switch modes to reset the crystal color. 🚀

If your Totem starts bonding automatically, follow these steps to resolve the issue:

1️⃣ Check for Moisture 💧

• Is your Totem wet? Exposure to moisture can cause the Totem to behave unexpectedly, just like a phone might when it gets wet.
• Dry it off completely and check if it stops bonding on its own.


2️⃣ Switch Modes to Reset 🔄

• Switch to Vibe Mode (hold it vertically).
• Tilt it back into Compass Mode (hold it horizontally).
• This may help reset the bonding process.

Still Having Issues? Let Us Help!

If your Touch Crystal continues to display the wrong color, please submit feedback so we can assist you.

Quick Fixes Recap:
✅ Dry your Totem – Moisture might be triggering the bonding.
✅ Switch between modes – Vibe Mode to Compass Mode can help reset the device.

🔍 Moisture or mode misalignment could be causing the issue! Dry off your Totem and switch between Vibe and Compass modes to fix it. 🚀

If you're unable to remove your bonds, try these steps to resolve the issue:

1️⃣ Manually Remove a Bond ✨

• Tap the Touch Crystal three times to enter Bond Removal Mode.
• Press and hold the Touch Crystal until the bond is removed.

2️⃣ Switch Between Modes 🔄

• Switch to Vibe Mode (hold it vertically).
• Tilt it back into Compass Mode (hold it horizontally).
• This action can help reset the bonding process.


3️⃣ Reboot Your Totem 🔋

• Power off your Totem, then turn it back on.
• Rebooting can help clear any connection issues with the bonds.


Still Having Issues? Let Us Help!

If you still can't remove your bonds, submit feedback so we can assist you.

Quick Fixes Recap:

✅ Tap three times & hold to remove a bond – The manual method.
✅ Switch Modes – Toggle between Vibe and Compass Mode.
✅ Reboot your Totem – Power it off and on again to reset.


🔍 If you can’t remove your bonds, try switching modes or rebooting the Totem for a fresh start! 🚀

Order Management

1. Click here to Track your Order.

2. Enter the email or phone number used to place your order




You can easily update your shipping address information provided your order has not been fulfilled yet, by interacting with the Totem Support Chat on our website (located in the bottom right hand corner of every page).


To purchase additional Totems, please submit a separate order here.

If your order has not been fulfilled and you would like to remove Totems, please interact with the Totem Support Chat on our website. 

Note:  Separate orders will not be shipped together. 

Totem does not offer payment plans at this time.

That said, we accept all major methods of payment, including payment plan platforms like Klarna hosted by Shop Pay. 

To checkout using Shop Pay, simply click the "Shop Pay" button once you reach the Checkout page.


If your order has not been fulfilled yet, you can easily cancel your order by interacting with the Totem Support Chat on our website (located in the bottom right hand corner of every page).

If you order has been fulfilled, you will need to process a return. See our Return Policy section of this Help Center for more information. 

Shipping Information

For up-to-date information on shipping timelines, check out our Rollout Tracker. 

The Shipping Queue is prioritized by chronological order. 

Domestic shipping will be handled by our partner ShipDaddy, and international shipping will be handled by our partner Passport.

If you are a domestic (US-based) customer: expect a typical delivery time (2-3 business days) once your order ships.

If you are an international customer: all Totems ship from the USA. Delivery times will vary, depending on your location. Expect the standard delivery times you've experienced in the past, for products shipping out of the USA. 

Once your order has shipped, you will receive an email containing a custom tracking number for your order. Keep an eye on your email inbox!


We are so excited to get your Totem Compass delivered to your doorstep.   

At this moment in time, it is not possible to expedite individual orders. Rest assured that our entire Supply Chain is working hard to get your Totem shipped out as soon as humanly possible.

Yes! We ship to most countries around the globe. 


Here is a list of all the countries we currently ship to: 

Afghanistan, Åland Islands, Algeria, Andorra, Angola, Anguilla, Antigua & Barbuda, Argentina, Armenia, Aruba, Ascension Island, Australia, Austria, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bhutan, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Caribbean Netherlands, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Congo - Brazzaville, Costa Rica, Croatia, Cyprus, Czechia, Côte d’Ivoire, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Eswatini, Ethiopia, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Germany, Ghana, Greece, Guadeloupe, Guatemala, Guernsey, Guinea, Guyana, Haiti, Hong Kong SAR, Hungary, India, Indonesia, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kenya, Kuwait, Laos, Latvia, Lebanon, Liberia, Liechtenstein, Lithuania, Luxembourg, Macao SAR, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mexico, Moldova, Monaco, Morocco, Mozambique, Namibia, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Réunion, Romania, Rwanda, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Suriname, Svalbard & Jan Mayen, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turkmenistan, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Venezuela, Vietnam, Yemen, Zambia, Zimbabwe

If you are unable to access tracking information within Shopify, this means that your order has not yet been fulfilled.

Once your order has shipped, you will receive an email containing a tracking number for your order. Keep an eye on your email inbox!

Return Policy

We accept returns for unused products within 14 days of delivery. 

  • Your return must be in original condition and packaging.

  • You are responsible for all shipping and handling costs on returned items.

  • Refunds process within 7 business days of receiving the return, credited to the original payment method.

To initiate a return:

  1. Check out our Terms of Sale to make sure you understand our Return Policy. 

  2. Click here to initiate a return.

  3. Enter the email or phone number used to place your order.

To initiate a return:

  1. Check out our Terms of Sale to make sure you understand our Return Policy. 

  2. Click here to initiate a return.

  3. Enter the email or phone number used to place your order.


A few important things to know about Returns:

  • We accept returns for unused products within 14 days of delivery.
  • Your return must include original condition and packaging.
  • You are responsible for all shipping and handling costs on returned items.
  • Refunds process within 7 business days of receiving the return, credited to the original payment method.


You are responsible for all shipping and handling charges on returned items. 

You bear the risk of loss during shipment. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection. 

All returns are subject to a 10% restocking fee.

For more information, view our Terms of Sale.

Refunds for all returns are processed within approximately seven (7) business days of our receipt of your merchandise. 

Your refund will be credited back to the same payment method used to make the original purchase on the Website.

For more information, check out our Terms of Sale. 

Our limited warranty (90 days) does not cover any damages due to:

  • transportation;
  • storage;
  • improper use;
  • failure to follow the product instructions or to perform any preventive maintenance;
  • modifications;
  • combination or use with any products, materials, processes, systems or other matter not provided or authorized in writing by Totem;
  • unauthorized repair;
  • normal wear and tear; or
  • external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

If your Totem Compass was damaged during delivery, you will need to initiate a return through this Help Center and place a new order once your payment has been refunded to your bank account. 

To initiate a return:

  1. Check out our Terms of Sale to make sure you understand our Return Policy. 

  2. Click here to initiate a return.

  3. Enter the email or phone number used to place your order.


‍

Once you submit a return request, you will need to mail your Totem Compass order back to us within 14 days of delivery, and provided your products are returned in their original condition and packaging. 

Once we receive your return, we will process a refund for your Totem Compass order. 

Refunds are processed within approximately seven (7) business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Website. 

We offer no refunds on any products designated on the website as non-returnable or that have been used. 

For more information, check out our Terms of Sale. 

Warranty Information

Totem's Limited Warranty extends only to the original purchaser of products from our website. It does not extend to any subsequent or other owner or transferee of the product or any transferee or other beneficiary of the service.

This Limited Warranty covers, during the Warranty Period (as defined below), defects in materials and workmanship in products purchased from our website.

With respect to any defective products during the Warranty Period, we will replace such products (or the defective part) free of charge. We will also pay for shipping and handling fees to return the replacement product to you.

This limited warranty starts on the date of your purchase and lasts for ninety (90) days (the "Warranty Period"). The Warranty Period is not extended if we repair or replace a warranted product. 

For more information, please view our Terms of Sale.

Your Limited Warranty does not cover any damages due to:

  • transportation;
  • storage;
  • improper use;
  • failure to follow the product instructions or to perform any preventive maintenance;
  • modifications;
  • combination or use with any products, materials, processes, systems or other matter not provided or authorized in writing by Totem;
  • unauthorized repair;
  • normal wear and tear; or
  • external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

For more information, please view our Terms of Sale.

To obtain warranty service, you must email us at [email protected] during the Warranty Period (90 days). 

Prior to providing warranty service, Totem may require you to provide proof of purchase details, including but not limited to a receipt or order confirmation number, as well as a description of the defect and proof of the defect.

For more information, please visit our Terms of Sale.

Totem's Limited Warranty extends only to the original purchaser of products from our website. It does not extend to any subsequent or other owner or transferee of the product or any transferee or other beneficiary of the service.

This limited warranty starts on the date of your purchase and lasts for ninety (90) days (the "Warranty Period"). The Warranty Period is not extended if we repair or replace a warranted product. 

For more information, please view our Terms of Sale.