Frequently Asked Questions


Creating an account

Creating a Totelmon account is easy. Just tap “Sign up” from the Totelmon homepage. After filling out your email, username, and password, you’ll be asked to verify your phone number.


Can I create multiple accounts?

We only allow users to create one account each.


Why do I need to verify my phone number?

We ask users to verify their account with an SMS code to make sure only the account owner can log in.

If your device is unable to receive text messages, you can also request to receive your verification code through a phone call. If you’re using Totelmon from a device that can’t receive text messages or phone calls (e.g. a tablet), please use your mobile phone number and check your phone for the verification code.


How can I ensure my account protection?

Keep your information secure by using a strong password and making sure to never share it. Double check that you’ve used the correct email and phone number on your account.

Be sure to avoid clicking through any questionable emails that don’t look like they came from Totelmon.


How to reset your password or username

If you’re not logged in and need to reset your password:

Please tap on Reset Password, then enter the email address you used to register with Totelmon.

We’ll send you an email with “Reset Password” in the subject line.

Click the link in the email to reset your password.


What is proof of authenticity?

Sellers shouldn’t list name-brand items without proof of authenticity. We may ask for further proof of authenticity if we need more information to complete a review of the listing.

This might include, but isn’t limited to:

  • Date codes
  • Receipts
  • Serial Numbers
  • IMEI Numbers (for cell phones)
  • Certificates
  • Brand markers.

How to set a price

Browse Totelmon to see what similar items are being priced at. Setting your price competitively increases the chances of selling your item.

Different items will be more popular in different seasons. For example, consider discounting a winter jacket during the summer.

Adjust the price.

Please read carefully our Prohibited Items Policy.

Returns & Refunds

How long does it take to get a refund?

Your refund will be issued once the item has been received and verified by the seller. 

Depending on the method of payment, from bank to credit provider, refunds are processed differently. It can take up to 5-10 business days for your financial institution to reflect the refund in your account, but it will typically arrive faster. In rare cases it may take up to 30 days for the funds to appear back in your account.

Please reach out to your financial institution or PayPal if you are concerned about your refund process.


Can I return an item on my own?

All returns must go through Totelmon. We want to ensure that the return meets the conditions of our Return Policy. If we approve the request, we’ll send a prepaid return label straight to your email inbox.

We can’t protect returning items on your own. If you do so, the transaction may be completed regardless so the seller’s funds can be released.


My return tracking hasn’t updated

Once your buyer’s return request is approved and we issue a return shipping label, they have 3 days to send the item back. It may take up to 24 hours for the tracking information to update once the item has been dropped off.

If you haven’t received tracking updates more than 4 days after a return is approved, please contact the shipping carrier to locate your item.


What if I can’t return an item on time?

If your return is not in transit within the required time, the transaction will be completed and payment will be released to your seller.

If you are having any trouble returning an item, please contact us immediately.


Is it safe to pay a seller outside of Totelmon?

Did a seller ask you to pay them through Western Union or PayPal? Maybe they suggested you meet in person. They may have promised you a deal, or you might feel like you’re helping them avoid Totelmon’s selling fee. Completing a sale outside of the Totelmon app is called an “offline transaction”, and it could put you at risk: If your item shows up not as described — or doesn’t show up at all — our hands are tied.

When you purchase through Totelmon, your transaction is protected. The seller won’t receive your payment until after you receive the package and verify that everything checks out.