RETURN & REFUND POLICY
How to Return an Item
Upon receiving your Tortle Beanie, customers have 10 business days to return the product. After the 10-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.
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund. If you have received your Tortle Lucky Elephant Beanie within the last 10 days, you may request a return below.
Please note, as an FDA-Cleared Medical Device, Tortle Lucky Elephant Corrective Beanies are single-patient, multiple-use products, and CANNOT be restocked or resold. Therefore, Tortle Products LLC reserves the right to deny a request for return.
Return window of 10 days starts on the item's delivery date. If the delivery date is unavailable, the return window starts on item's fulfillment date plus a buffer for transit time.
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
PO Box 98
Louviers, CO 80131
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
PO Box 98
Louviers, CO 80131
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.
