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FAQs

If you still have questions, feel free to Contact Us!

Orders

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
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.
You can check the status of your order, see a summary of the transaction, and view tracking information (once shipped) using our Order Lookup Tool.

After it’s been shipped, you can also view real-time shipping updates for your package through the Route mobile app (iOS or Android).

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.

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.

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!

International Customers

Due to our licensing agreements, some of our licensed products are limited to select countries.

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.

Shipping times vary depending on your country of residence and the shipping method you select.

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).

TeeTurtle is hoping to implement GST collection at checkout for our customers in Canada in 2022. When the timeline for this project is finalized, we will update this page with more information.

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.

Returns & Exchanges

U.S. customers:
Find your order on your account page. Expand it to view the details, then click on the Exchange/Refund button. If you don't have an account with us, you can use our Order Lookup tool to find your order and initiate a return from there.

International customers:
Print out and complete a Return/Exchange Form and mail it back to us in a package with the items you wanted to exchange. We'll take care of everything else!

We typically process returns/exchanges within 48 hours upon receiving your package.

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.

Conventions

We hope so! Check out our Convention Schedule to see all upcoming conventions we plan to attend.

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!