Order Troubleshooting

Can I buy one KIN Monitor, KIN Play, or KIN Play Mini speaker at a time or does they come only as pairs?

The KIN Monitor is only sold as a twin set.

Can I return one speaker at a time or do I have to return the set?

If you decide to return your order within 14 days upon receiving it, you must return your entire order. For more details, please refer to our Return & Refund Policy. If there is a problem with one of the speakers from your order and you would like to replace or repair it, you can do so as long as the speaker is protected by our five-year warranty. For more details, please read our Repair & Replacement Policy and Warranty.

Can I exchange my KIN Series speakers for a set in a different colour?

If you are not satisfied with the colour you chose, you can make changes to your order as long as we have not shipped your original order. If we have already shipped your order, you can return your order within 14 days of receiving it. We suggest that you wait until your refund is credited to your credit card before ordering another colour.

Can I choose my shipping method?

Since the KIN Series is shipped exclusively by USP Shipping across North America, it is not possible for you to choose another method of shipment.

What should I do if one of my speakers is damaged?

If there is a problem with one of the speakers from your order and you would like to replace or repair it, you can do so as long as the speaker is protected by our five-year warranty. You must login to your account and select Repair/replace item, fill out the online form and submit it. You will receive a confirmation email with an address label and packing slip. Please send the speaker to the address on the address slip. Totem Acoustic has special policies concerning the repair/replacement of its speakers. For more details, please read our Repair & Replacement Policy and Warranty.

My order has not arrived yet. When will I receive it?

If you didn’t receive a shipping confirmation email, your order may not have been shipped yet. Please contact our Support team at support@totemacoustic.com or open a support ticket to verify your order status. Please indicate your order number as reference.

Incorrect or damaged items

If you received the wrong product or if the item you ordered was damaged during shipping, please call KIN Series Customer Service at (1-866) 222-1062. English and French assistance is available from Monday to Friday, between 9:00 a.m. and 4:00 p.m. (Eastern Time). Please have your order number available as reference.

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