Refund policy
RETURN & REFUND POLICY
How to Return an Item
Upon receiving your Tortle Beanie, customers have five (5) business days to return the product. After the five-day window, all Tortle sales are final. Tortle Beanies are FDA-Cleared medical devices, and as such, are strictly one-patient-use. Products cannot be resold once returned.
Request a Return Here
If you have received your Tortle Beanie within the last five days, you can process a return by following the steps below:
- Please email customerservice@tortle.com to request a refund
- Include in your package a signed letter stating the reason for your return and the original receipt or proof of purchase.
- Send to:
- Tortle Products, LLC
- Returns Department
- Order #
- 5460 S Quebec St, Suite 150
- Greenwood Village, CO 80111
There are certain situations where only partial refunds are granted (if applicable).
Refunds (if applicable)
These products are not sellable once opened/handled due to Covid restrictions.
Once your return is received and inspected for evidence of the above, we will send you an email to notify you that we have received your returned item.
If a refund is due to you, your refund will be processed, and an appropriate credit will automatically be applied to your credit card or original method of payment, within 5-7 business days.
RETURN POSTAGE WILL NOT BE REIMBURSED.
Late or Missing Refunds (if applicable)
If you haven’t received a refund in the timeframe as outlined above, please check your bank account or credit card company.
If you’ve done this and you still have not received your refund yet, please contact us at customerservice@tortle.com.
Exchanges / Damaged Goods
If you need to exchange your Tortle for the same item, send us an email at customerservice@tortle.com and send your item to:
Tortle Products, LLC
5460 S Quebec St, Suite 150
Greenwood Village, CO 80111
We ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we won't be able to file a claim with the carrier which means we can't accept responsibility for the costs. Please email us proof of damage by emailing a picture of the packaging and or product damaged at customerservice@tortle.com.
Once you notify us that your product was damaged, Tortle will file a claim with the shipper. Requests typically take 8-10 business days to process. Please do not discard the damaged product or the packaging.
We will refund at full cost of the merchandise if the return is a result of our error or you received defective product. We award a partial refund if the product has been damaged but remaining product is unopened and salvageable
Gifts
If the item were marked as a gift when purchased and shipped directly to you, you'd receive a credit for the value of your return. Once the returned item is received, a credit will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified about your return.
Shipping
To return your product, you should mail your product to:
Tortle Products, LLC
5460 S Quebec St, Suite 150
Greenwood Village, CO 80111
You will be responsible for paying your shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Duties and taxes can be charged by your country on international orders. Customers are responsible for them.