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!
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, vinyl or plushie blind boxes, and apparel mystery grab bags.
Starting a Return (Domestic):
- To kick off a return or exchange within 90 days of receiving your order, head over to our returns portal at teeturtle.com/returns.
- 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).
- Once you’ve submitted your return/exchange request, our team will provide you a prepaid shipping label to send back your items. 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 24 hours to ensure you’re not waiting on us for too long.
Starting a Return (International):
- We are working hard to add automated returns for international customers to our portal, but have a few things to iron out before we can provide you with prepaid shipping labels. In the meantime, international customers will need to print this form and mail it back to our warehouse with your unwanted items. Please ensure everything is in new, unwashed condition with tags intact. International customers are responsible for the cost of mailing the items back to our warehouse.
Damaged or Defective Items:
- If your package arrives looking a little worse for wear or something's not quite right, please submit a return request with the “I’m unhappy with the quality” option. Our team can then review the photos you provide and facilitate a refund or exchange for the defective items.
Have any questions about our return and exchange policy? Need a hand with the process? Reach out to our dutiful customer service turtles at firstname.lastname@example.org or via the Contact Us page.
How long does it take for a return/exchange to be completed?
We typically process returns/exchanges within 48 hours upon receiving your package.
Final Sale & Final Clearance Designs
If you see a t-shirt or other item you love marked as "final sale" or "final clearance", now is the time to grab it! These discounted designs will have limited remaining stock so we sadly cannot offer returns or exchanges for them, but if there's ever a quality issue with your t-shirts please contact our Turtle team to make things right.
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
TeeTurtle does not currently collect GST (goods and services tax) at checkout for our customers in Canada. All orders valued over $20 CAD are subject to GST collection once they reach Canada. Typically, the courier will collect GST and may also charge a collection fee (the rates published by Canada Post, DHL and Fedex range from $7.25 - $10 CAD).
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.
Will there be a TeeTurtle booth at a convention in my area?
We hope so! Check out our Convention Schedule to see all upcoming conventions we plan to attend.
I placed an order at a convention. When will it ship?
Convention orders ship out around one week after the end of the show. If you have not yet received a shipping confirmation email, fill out our Contact Us Form and we will look into your order!