FAQs – TeeTurtle

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Shipping Protection

Coverage in case your package is damaged in transit, stolen, or doesn't arrive.

Instant Issue Resolution

Get a refund or replacement in just a few clicks.

24/7 Claim Support

Route is here for you whenever an issue arises — with an average response time of under an hour.

Route shipping protection extends coverage for online purchases that are lost or damaged in transit, or stolen immediately after the carrier's proof of delivery where Route traces the transportation. Route App, Inc. (Route) is the named insured on the shipping insurance policy (Policy); Route Insurance Solutions (RIS), Route's licensed producer entity, procures the Policy from SEG Insurance Ltd. Route, through RIS, and may receive compensation for its services.

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?

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.

How can I track my order?

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).

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.

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](/content/pages/contact "Contact"/index.html) 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.

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.

Starting a Return:

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.

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.

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.

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](/content/pages/contact "Contact"/index.html) 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. You’ll need to check the Customs website for your country for the exact details.

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.

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.

Specifics for New Zealand & Australia customers

As of November 2021 TeeTurtle collects GST (goods and services tax) from customers at checkout.