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FAQs

Orders

If you did not yet receive your tracking number by email, you can use our Order Lookup to view the tracking number and status of your 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: 4-5 days
Orders containing a preorder item: Varies based on preorder wait time

Delivery times vary depending on your location and selected delivery method.

U.S. customers:
If it’s been over 3 days since your tracking status changed, fill out our Contact Us Form and include your order number.

International customers:
When shipping internationally, it’s common for tracking to stop updating for several days. If your expected order date has passed, please let us know on our Contact Us Form.

Fill out our Contact Us Form with your order number, and we’ll look into it for you.

Fill out our Contact Us Form with your order number.

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.

Some products are final sale, including Mystery Grab Bags and Gift Bundles. Sorry, but we can't accept returns or exchanges for final sale products or the items in them.

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 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.

The cutoff date for ordering in time for Christmas varies by country. The table below shows the last day to place an order using our Economy or Priority shipping options in order to have the best chance of receiving the order by Christmas. Please contact our team if you have any questions.

Country specific deadlines for delivery prior to December 25

Economy - No Tracking Economy - Full Tracking Priority - Full Tracking
African Countries 12-Nov 12-Nov -
Australia 22-Nov 22-Nov 29-Nov
Brazil 12-Nov 12-Nov -
Canada 29-Nov 29-Nov 5-Dec
Eastern Europe 19-Nov 26-Nov -
France 1-Dec 1-Dec 4-Dec
Germany 1-Dec 3-Dec 4-Dec
Hong Kong 22-Nov 26-Nov 29-Nov
Israel 23-Nov 26-Nov 30-Nov
Japan 26-Nov 30-Nov 8-Dec
Mexico 12-Nov 12-Nov 13-Dec
New Zealand 22-Nov 22-Nov 22-Nov
Russia 12-Nov 15-Nov -
Singapore - - 26-Nov
South Korea - - 8-Dec
Spain - - 3-Dec
Thailand 22-Nov 22-Nov -
United Kingdom 6-Dec 8-Dec 10-Dec
Western Europe 29-Nov 1-Dec -
Rest of Asia 17-Nov 26-Nov -
Rest of EU* - - 1-Dec
Rest of Latin America 12-Nov 12-Nov -

*Rest of EU: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden

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!