FAQs
Order
What is Route Package Protection and is it required?
We’ve partnered with Route—a package protection and tracking solution—to give you a worry-free shipping experience. For a small fee during checkout, Route Insurance covers your order 100% if it gets lost, stolen, or damaged. It’s completely optional to invest in, but with t-shirts or plushies as cool as ours, why not opt-in for protection?
As an added bonus, the Route app uses detailed maps and real-time shipping updates to keep you in the loop throughout every part of your delivery. You can access Route’s mobile app here: iOS or Android
How do I file a claim for my lost, stolen, or damaged package?
If you added Route Protect at checkout, please file a claim with the Route team or visit the Route App.
You will need to have the order ID from both Route and TeeTurtle handy to file the claim. When you file a claim, it will be reviewed by the Route team within 24-48 hours. They'll be able to set you up with a refund or replacement order once your claim is approved.
Your claim should be approved so long as it fits the below criteria: For lost orders (tracking stuck): After 7 business days of no updates for domestic customers (20 days for international orders), but no later than 30 calendar days from the latest update.
For damaged orders: Upon delivery, but no later than 15 days from the date it was marked delivered. Be sure to grab photos of the damaged package and items, as Route will request them.
For stolen packages (marked as delivered but not yet received): After 5 days of being marked delivered, but no later than 15 days after the delivery update. Please check any unusual areas such as mailrooms, main offices, etc. as the package may have been left in an unexpected location. Stolen orders over $100.00 USD require a police report.
If you did not purchase Route Package Protection, or are running into issues creating a Route claim, please Contact Us.
How can I track my order?
When will you ship my order?
Your order will ship out as soon as it’s processed by our warehouse. Our order processing times are:
Orders not containing a preorder item: 2-3 days
Orders containing a preorder item: Varies based on preorder wait time
Delivery times vary depending on your location and selected delivery method.
My order status says “delivered” but I have not received it.
If your order was just marked as "Delivered" today, we recommend waiting 1-2 days to see if it turns up. Please check any unusual areas such as mailrooms, main offices, etc. as the package may have been left in an unexpected location.
If you protected your order with Route, you can submit a claim with their team after 5 days of the package being marked delivered, but no later than 15 days after the delivery update. Stolen orders over $100.00 USD require a police report.
If your order did not include Route Protection, please fill out our Contact Us Form with your order number, and we’ll look into it for you.
I received my order, but one of the items is missing or incorrect
Oh no! We know how exciting it is to get new goodies in the mail so we're sorry part of your order was incorrect. Please fill out our Contact Us Form with your order number and we will get this fixed for you right away!
How can I cancel my order?
Our order editing tool is currently under maintenance - if you need to cancel or update your order, please contact our team by emailing us at support@teeturtle.com or by messaging us through the Contact Us page.
If you’ve submitted an order and need to make a last-minute change, your best bet is to cancel the order. You only have 5 minutes to cancel once the order has been submitted, so act quickly! You can cancel the order by clicking on the “Edit Order” button on the order confirmation screen.
If you’ve missed the “Edit Order” window, please try to contact our Customer Experience Turtles asap! We have a limited window of time in which we can edit or cancel an order, but they will do what they can to help!
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Returns & Exchanges
How do I return/exchange an item?
Hey there, Turtle! Your satisfaction means the world to us. We've made returning or exchanging items easy with our user-friendly Returns portal.
To return or exchange an item you ordered, please make sure items are in their original condition, unused, and sporting all their tags. Final sale items are generally not eligible for return or exchange unless they arrive damaged.
Final sale items include: any item reduced to final clearance pricing, plushie mystery boxes, apparel, and mystery grab bags.
Starting a Return:
- To kick off a return or exchange within 90 days of receiving your order, head over to our returns portal at https://teeturtle.com/a/service.
- Enter your order number and email address or zip code, and you will then be able to select the items you’d like to return or exchange, and select the new items you want (where applicable).
- For some returns (like a damaged item) you may be prompted to upload photos for our team to review and share with our quality control team. Any return/exchange requests that require review by our team will be processed within 2 business days to ensure you’re not waiting on us for too long.
Damaged or Defective Items:
- We're committed to bringing you top-notch products and service, so if your package arrives looking a little worse for wear or something's not quite right, please submit a return request through our Returns portal. It’ll prompt you to provide photos so that our team can review the photos and issue a refund or exchange.
Contact Us:
- Have any questions about our return and exchange policy? Having trouble with the process? Just want to chat? Hit up our Customer Experience Turtles at support@teeturtle.com or via the Contact Us page. We're here to help and make sure your experience is turtletastic!
What if something is wrong with the t-shirt (or other apparel) I purchased? (Don’t worry, we have a Quality Guarantee!)
We strive to create products that bring you joy, and our dedicated team will make things right if any of our products ever fall short. If you get something that's wonky or damaged - or simply doesn’t fit or look how you’d hoped - you can request a replacement by submitting photos of your item through our Returns portal within 90 days of getting your order. Our team will review and respond to your request within 2 business days.
Having trouble with the process? Our Customer Experience Turtles are happy to help and can be contacted at support@teeturtle.com.
Can I return or exchange Final Sale & Final Clearance Designs?
Our Quality Guarantee applies to all items, including Final Sale and Final Clearance. Please contact us at support@teeturtle.com if you received a Final Sale or Final Clearance item that is damaged. Our team will review and respond to your request within 2 business days.
Our “final sale” items like mystery grab bags for t-shirts or mystery boxes for plushies contain surprise items and cannot be returned or exchanged for a replacement - the surprise is part of the experience! We work hard to ensure our grab bags contain a broad assortment of t-shirt designs, so no two bags should be exactly the same, though you might receive some duplicate designs when ordering multiple bags.
If you see an item you love marked as "final clearance", now is the time to grab it! These discounted items have limited remaining stock so we sadly cannot offer returns or exchanges for them.
How long does it take for a return/exchange to be completed?
Returns should process within 1 business day, and replacement shipments should be processed within 48 business hours. You will receive a confirmation email with tracking information to keep an eye on your new goodies.
Refunds to your payment method may take up to 10 business days to process but you’ll receive a confirmation email from our team as soon as the refund is on its way.
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International Customers
Why isn’t this product available to ship to my country?
Due to our licensing agreements, some of our licensed products are limited to select countries.
Do you ship internationally?
We currently ship to over 50 countries! If you cannot select your country when checking out, fill out our Contact Us Form and we will let you know if we are able to ship to your address.
How long will my order take to arrive?
Shipping times vary depending on your country of residence and the shipping method you select.
Will I need to pay duties and taxes?
Many countries require that customers pay import duties or fees when they shop online from another country. There are typically order thresholds for this (i.e. orders over X amount are charged, orders under are not) but you'll need to check the Customs website for your country for the exact details.
When you are tracking your package, our tracking will show once the package has reached a Customs office. If it isn't released within a few days of getting to Customs, you should contact your Customs office to check and see if payment is required. Most of the time they will contact you directly, but not always!
Specifics for customers in Canada
Great news! We're able to collect GST on orders heading to your location. You'll see this directly on the order summary.
Specifics for EU customers
TeeTurtle now collects VAT (value-added tax) from customers in the EU at checkout. This should speed up the process of orders getting through Customs for delivery, and will help our customers avoid any additional fees upon delivery.
Please note, as of July 1, 2021, all orders shipped to customers in the EU are subject to VAT (value-added tax). Prior to July 1, some orders (if they were valued below 22 EUR) were not charged VAT, but that exception has been removed.
Specifics for UK and Norway customers
As of July 1, 2021, TeeTurtle collects VAT (value-added tax) from customers in the UK and Norway at checkout. This should speed up the process of orders getting through Customs for delivery, and will help our customers avoid any collection or storage fees for VAT upon delivery.
Specifics for New Zealand & Australia customers
As of November 2021 TeeTurtle collects GST (goods and services tax) from customers at checkout. This should speed up the process of orders getting through Customs for delivery, and will also help our customers avoid any collection or storage fees upon delivery.