At TortoiseWorld, we want our customers to have a clear and straightforward experience when purchasing from us. This Returns & Refunds Policy explains when a return may be accepted and how refunds are handled.
1. Return Period
Eligible products may be returned within 14 days of delivery, provided they remain in their original condition and packaging.
Before returning an item, please contact TortoiseWorld so we can provide instructions and review the request.
2. Return Requirements
To be eligible for consideration, returned items must:
- Be returned within 14 days of delivery.
- Be in their original packaging where applicable.
- Be in the same condition in which they were received.
- Include the relevant order information.
Returns that do not meet these requirements may not be accepted.
3. Refunds
Refund requests are reviewed on a case-by-case basis.
If a refund is approved, the applicable refund will be issued to the original payment method where possible.
A US$15 administrative fee may be deducted from an approved refund.
Original shipping costs are non-refundable.
4. Live Animals
Because live animals require specialized handling and transportation, they may be subject to different return and refund considerations.
Customers should contact TortoiseWorld as soon as possible if there is a serious issue with a live-animal order upon arrival. We will review the circumstances and determine what assistance may be appropriate.
Please do not ship a live animal back to us without first contacting TortoiseWorld and receiving instructions.
5. Damaged, Incorrect, or Problematic Orders
If your order arrives damaged, incomplete, or different from what you ordered, please contact us promptly.
We may request photographs, order information, tracking details, or other documentation so that we can review the issue.
6. Non-Returnable Items
Certain products may not be eligible for return because of their nature, condition, applicable laws, or shipping requirements.
This may include certain live animals and other products for which return transportation is not appropriate.
7. Return Shipping
Unless otherwise agreed by TortoiseWorld, customers are responsible for return shipping costs.
Original shipping charges are not refundable.
8. How to Request a Return or Refund
To request a return or refund, please contact us with:
- Your name
- Order number
- Date of purchase
- Reason for the request
- Photos or other supporting information, if applicable
We will review your request and provide further instructions.
9. Contact Us
If you have questions about our Returns & Refunds Policy, please contact:
TortoiseWorld
Email: info@tortoisesworld.com
Please do not return an order before contacting us and receiving return instructions.