Please note that the below Shipping & Returns Policies only apply to purchases on TOTALFLOW site. Any TOTALFLOW products purchased outside of our website must adhere to the shipping & returns policies of the respective reseller(s).

SHIPPING POLICY

We aim to ship all orders as soon as we possibly can, but some orders are processed within 2-5 business days, please note that orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed for a few days. Also, please allow additional days in transit for delivery. If there is a significant delay in shipment or an order, we will contact you via email or telephone.

Please note that we will send you an email once your order is shipped, it should include all tracking numbers for your shipment(s). If you did not receive the tracking information, please contact us at support@totalflowusa.com for assistance.

Missing Product(s) Shipment.

Any missing parts or accessories on arrival claims must be reported within 24-48 hours, please use our File A Claim page.

To expedite the process and proceed with our investigation, please provide all requested information, please note our support team will not be able to process and escalate this claim if they are missing any required images or information. 

Damaged Shipment.

Any damaged on arrival claims must be reported within 24-48 hours, please use our File A Claim page.

To expedite the process and proceed with our investigation, please provide all requested information, please note our support team will not be able to process and escalate this claim if they are missing any required images or information. 

Item(s) Not As Described

For item(s) "not as described" or if you received the wrong item(s), please report it to us within 24-48 hours, please use our File A Claim page, once the claim is verified, we will issue a prepaid return label and issue a full refund once we receive the item(s), please note that we do not issue replacement(s) and you need to place a new order if you still need the product, please note that TOTALFLOW will not process nor accept any claims after two days.

Item(s) Not Received

For lost and/or damaged in transit claims, please use our File A Claim page, once we validate the package has been lost or damaged in transit, we will file a claim with the carrier and issue a replacement with a new tracking number.

TOTALFLOW sends an automated email once your shipment is delivered, any lost, stolen or package not delivered claims for orders that has been marked as "delivered" by the carrier must be reported within 24 hours, TOTALFLOW will file a claim with the carrier, if the claim is validated and accepted we will issue a replacement with a new tracking number. Please note that if you live in an unsafe area, please choose the "Do not leave at my door - Hand it to me" option at checkout. No claims will be accepted after 24 hours.

Address Corrections Fee's / Refused Delivery

Please verify your shipping address information before submitting your order, please note that if you submit any missing, inaccurate or incomplete shipping address information, our carrier will attempt to correct or contact you to get your shipping information corrected in order to deliver your package, and there will be an additional "$18 address correction service charge" which will be applied to your card automatically for any address correction made on your shipment. If the carrier is not able to reach you to fix/correct your shipping information, the shipment will be returned to the sender and will be handled according to our return policy.
Please note, any shipments returned due to an invalid shipping address or refused delivery will incur return shipping fees and it will be substituted from the total refund amount.

RETURNS

TOTALFLOW offers a 30 day return policy for all products that are in New "unused" condition and in original packaging, effective from shipment arrival date. Any return of product(s) that is not in original packaging will be handled on a case-by-case basis.

If you're not satisfied with your purchase, return the eligible product(s) in new "unused" condition and in the original packaging for a full refund. We do not refund the original shipping fees or the return shipping fees, however.

All product packaging and certificates and/or anything shipped with order on the same shipment or shipped separately to complete your order must be returned with the product. Any product(s) returned without the original box or documentation will be rejected. Any product(s) that have been used, tested, resized, damaged or otherwise altered after delivery will not be accepted for return.

Any returns of any products that are without RMA number, USED or does not qualify for return according to our policy will not be refunded, customers must provide a prepaid shipping label in order to send it back, TOTALFLOW will store those returns for five (5) business days. If those returns are not claimed within five (5) business days, TOTALFLOW will recycle those returns.

Eligible for return product(s) must be returned using a track-able shipping method, we will not be held responsible for any lost and/or damaged in transit returns.

For validated cases of wrong item(s) received or defective item returns, TOTALFLOW will process your return and issue a prepaid return label, a full refund will be issued after receiving your return.

If your return is not a result of TOTALFLOW error, we will not refund the outbound shipping fees. In addition, up to 20% restocking fee apply with no exception, for information if any/all of these policies apply to your return, please contact us at Support@totalflowusa.com.

RETURN PROCESS

To return an item, please create an account using the same email address used to place your order, if you have an account already, please login to your account and request a return, once done, an email with a system generated RMA# and the return address for this return will sent out to your email, after receiving your RMA instructions email, place the item(s) securely in its original packaging and include a copy of the RMA email and proof of purchase, and please mail the returns within 5 (five)

Please note, you will be responsible for all inbound shipping charges. We strongly recommend that you use a track-able method to mail your return. TOTALFLOW will not be responsible for any damaged in/during transit products on all returns.

REFUNDS

After receiving your return and inspecting the condition of your item, If there are no issues regarding a return and the return is accepted based on our policy, we will process your refund. Please allow at least five (5) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your bank or credit card company. We will notify you by email when your return has been processed. Please note all refund amounts will be credited to the customer’s original payment method used on our website.

EXCEPTIONS

The following items cannot be returned or exchanged:

● Customized Products

● Used Products or any products sold "AS IS"  

For defective or damaged in transit shipments to your location, please contact us at the customer service information below to arrange a warranty claim.

Please Note:

● Up to 20% restocking fee will be charged for all approved returns including but no limited to rejected and/or shipping address is incorrect or RTS. Exceptions are made for damaged in transit or defective warranty claims, to process a return for defective products, please refer to our warranty policy.

QUESTIONS

If you have any questions concerning our return policy, please contact us at: support@totalflowusa.com