For any questions or comments our email is customerservice@turtlepieco.com. Please read completely for important details on expected shipping and delivery times.

Shipping starts at $3.99 for one item, and $.99 for each additional item.

NOTE: Current delivery times are updated frequently and are due to the COVID-19 impact on shipping services. Our teams are working hard to get your items to you the soonest, and shipping times are currently quicker than most retailers.

Shipping starts at $3.99 for one item, and $.99 for each additional item.

DELIVERY 

U.S. Orders: All orders have consistently shipped out within 3 – 5 business days. We have seen that USPS is delayed in updating the tracking information on the website but we have confirmed in tracking history (on delivered orders) that they have been scanning each step along the way. 

U.K. Orders: All orders have consistently shipped out locally within 3 – 5 business days. Please note that Royal Mail is experiencing slight delays but on average about 3-5 business days to deliver, most have arrived sooner. 

Delivery Timelines: All orders ship out within 3-5 business days. Local carrier delivery timelines after shipment below:

• U.S. orders: 6 - 9 days via USPS Standard (tracking available but often delayed until date of delivery)
• U.K orders: 1 - 3 days via Royal Mail (tracking available)
• Canada orders: 24-30 days via Canada Post (tracking unavailable)
• Australia: 24-30 days (tracking unavailable)
• Worldwide orders: 2 weeks on average (tracking unavailable)

Order Cancellation Policy - Important

• Our items are produced on demand in our production facility. Orders can only be adjusted or canceled within 6 hours from the time an order is placed. Please message us immediately via email at customerservice@turtlepieco.com and we will process your request as soon as possible and let you know if we were able to update your order accordingly.

• TurtlePieCo.com is not responsible for fees incurred to reship or reorders if the incorrect address has been provided. 

Shipping Details

• Please note our website is programmed to offer you the most economical methods of shipping based on your combination of products ordered unless otherwise chosen.

• All of our items are custom made and produced at time of order. Please note average time to product and ship out orders is currently 3-5 business days.
  
  
• For U.S. orders, you will receive a notification with tracking information when the order goes out. Please reference the most updated delivery timelines above and why USPS is delayed to share tracking information. 

• During holiday & peak periods you should expect delays due to production schedules. We make every effort to ship as quickly as possible but during holiday times it cannot be avoided. Always check our holiday shipping schedule when ordering gifts.

• All times quoted are based on averages and approximate. We do not guarantee any delivery times.

• If orders are returned to us due to a wrong address being provided including but not limited to missing apartment #, wrong postal code, missing street #, etc customer will need to pay for a re-shipping charge to match the costs on the original order. Typically we will not re-ship until the item makes its way back to us and this process can take up to 30 days typically. There are times the package just goes missing when rejected for a wrong address and TurtlePieCo.com is not responsible to replace these packages. Payment for re-ship will be required.

• Our production process is automated and if a wrong address is used on an order we will do all we can to update it once notified but cannot guarantee we will be able to make any changes. If an order is shipped to a wrong address to customer error Turtle Pie Co. is not responsible to replace for free or offer a refund.

Delays

We always do our best to get shipments delivered on time and quicker than expected, however, there are situations which are beyond our control. We are not responsible for delays due to any weather conditions, postal delays, incorrect or incomplete shipping addresses, natural disasters, or refusal to accept packages.

PAYMENT TERMS:

• We are currently accepting payment by Visa, Mastercard, American Express, Diners Club, Discover Card, PayPal, Google Pay, and Apple Pay.
• Payments are processed in USD (U.S. Dollars) by default and captured upon order placement- The site gives the user the ability to checkout in many international currencies as well by clicking on the dropdown menu at the upper right of the home page.

Where We Ship

• TurtlePieCo.com ships Internationally to over 150 countries typically via U.S. Postal Service International Mail and their affiliates.

DOMESTIC SHIPPING:

• Our Standard Shipping carrier of our choice is the United States Postal Service (USPS)

INTERNATIONAL SHIPPING:

• TurtlePieCo.com ships Internationally to over a 150 countries via either the US Postal Service (USPS), DHL Express, Deutch Post, Royal Mail or the FedEx International Mail System (FIMS). All carriers deliver to your local Customs agency and will be delivered by your local postal service.
• Worldwide International deliveries can take up to 30 days although most are average about 2 weeks. We have no control of ship times once we've shipped the items.
• In many situations especially when we ship to Canada tracking updates will stop once the shipment has arrived in the country of final destination. This has nothing to do with TurtlePieCo.com but a symptom of local postal system processes and out of our control. 

* PLEASE NOTE: CERTAIN COUNTRIES CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. TURTLEPIECO.COM CAN'T ANTICIPATE THESE COSTS AND WILL NOT BE ABLE TO REIMBURSE YOU FOR ANY ADDITIONAL FEES INCURRED. BEFORE PLACING YOUR ORDER, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE TO FIND OUT WHAT KINDS OF FEES YOU CAN EXPECT.

• Orders shipping to Argentina, Australia, Brazil, Chile, Mexico, The Russian Federation, or Venezuela, can arrive within a month, but often take 5-8 weeks to arrive due to their extensive Customs processing.

United States Shipping & General FAQs

Q: Do you ship to P.O. Boxes?

A: We cannot ship to P.O. Boxes.

Q: I haven’t received my item. Who should I contact?

A: All orders are processed Monday through Friday but are not processed or shipped on weekends or holidays. If you still think your order is missing, email us at customerservice@turtlepieco.com

Q: Why doesn't the shipping carrier's website recognize the tracking number for an order I placed?

A: Your tracking number won’t be recognized until approximately 24 – 48 hours after your order has shipped. This is the time needed for their online tracking system to update. Try tracking your package again the following day and follow it to your front door! There are times during peak season especially where the postal service gets very behind in scanning packages so updates will not show up. This is out of our control.

On international shipments we typically lose visibility of the tracking once an item makes it through your local customs office. For Canada specifically when a package makes it to Canada there are no tracking updates offered by the Canadian postal system.

Any questions about orders or tracking you can always feel free to email us at customerservice@turtlepieco.com and we will reply as fast as possible.

Q: How will you notify me if there is a problem with my order?

A: All order communication is done via email, so it’s important that your email address is accurate and current.

International Shipping 

• International orders typically arrive within 10-14 business days but can take up to 30 days. Customs inspections may cause unforeseeable delays, both when leaving the United States and entering another country.
• Processing time does not allow for any issues that may occur during payment authorization. 
• Certain countries may charge additional fees, such as custom fees and independent carrier fees. 

International Shipping FAQs

Q: Do you ship orders overseas?

A: Yes, we ship orders all over the world. All order communication will occur via email, so it’s very important that your email address is current. Please make sure to double-check the shipping address, too.

 

Q: How much will I pay for International shipping?

A: Shipping price anywhere worldwide is $3.99 and $.99 for each additional mask.

* PLEASE NOTE: CERTAIN COUNTRIES CHARGE ADDITIONAL CUSTOMS FEES AND INDEPENDENT CARRIER CHARGES. TURTLEPIECO.COM CAN'T ANTICIPATE THESE COSTS AND WILL NOT BE ABLE TO REIMBURSE YOU FOR ANY ADDITIONAL FEES INCURRED. BEFORE PLACING YOUR ORDER, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE, OR BRANCH OFFICE OF THE U.S. POSTAL SERVICE, TO FIND OUT WHAT KINDS OF FEES YOU CAN EXPECT.

Q: How long will it take my International package to arrive?

A: International orders typically arrive within 10-14 business days. Customs inspections may cause unforeseeable delays, both when leaving the United States and entering another country.

Q: Are there any other charges, taxes or duties?

A: You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. Neither the U.S. Postal Service nor TurtlePieCo.com can be held liable for any additional charges you may incur. Additional charges for Customs clearance must be borne by you. TurtlePieCo.com has no control over these charges and cannot predict what they may be.

Each country has their own Customs regulations that may or may not charge for certain types of merchandise or material included in your order. When ordering from TurtlePieCo.com, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.

Each International order will be accompanied by a Customs form that will document what is in the package and provide a dollar amount of the value of the package. If something is damaged, they will need to know the value of the item(s). You should contact your local Customs office for further information.