Below are our standard policies. That said, if you think your circumstance merits an exception, please give us a call at 855-915-0005 or email us help@turtlebackcase.com and let us know.
RETURN POLICY
If for whatever reason, you no longer want your product, you may return it to us for a refund.
Time Frame
- 90 Day Return Policy from time of purchase. After the 90 day period, the customer is not eligible for a refund.
- Refund Credits take 3 to 4 business days. Orders over $1000 can take 1-2 weeks to refund.
Refunds & Restocking Fee
Cost of Merchandise is refunded only. Paid shipping is not refundable.
Orders over $100 subject to a $5-10 restocking fee
All orders over $500.00 will incur a 20% restocking fee after 24 hours from the time your order was placed.
All custom products (ie Add-ons of Basketweave, Brown Leather and Camo Canvas) are subject to a 40% restocking fee.
Process:
- Fill out this form and follow the instructions to obtain your Return Shipping Label
- Please include the order number in your shipment
- All returned items must be in their original packaging and in unused/excellent new condition.
- We will deduct $5 from your refund to cover the cost of return labels (N/A for exchanges/special circumstances).
- Please use the link here to create your label or create one and send your return to:
Turtleback Returns:
12900 Bradley Ave
Sylmar, CA 91342
EXCHANGES
- Option 1 (Self Service): Return the product to 12900 Bradley Ave Sylmar, CA 91342 for a refund and purchase the item that will work for you so that it goes out sooner.
- Option 2 (with our help): Call 855-915-0005 or email us at help@turtlebackcase.com and request for an exchange. Please include your order number and the product you want or the dimensions of your phone/phone model so we can find the right product for you.
CANCELLATIONS
Our last shipment leaves around 12PM PST. Once the product leaves our warehouse, we won’t be able to cancel your order . After your product ships, you’ll have to wait for it to arrive and follow our return process.
DEFECTIVE PRODUCTS WARRANTY
One Year Warranty from date of purchase.