If you still have questions, feel free to Contact Us!
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!
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).
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.
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.
Please print out and complete a Return/Exchange Form and mail it back to us in a package with the items you want to return. Hoping to exchange an item? You can use the refund towards a new purchase for goodies you want! You can contact our customer experience turtles for a speedier refund. They'll request a list of the items you plan to return and an image of the postage receipt to process that for you.
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.
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!