Política de reembolso

Shipping , Refund & Return Policy

 

How to Return an Item
Upon receiving your Tortle Beanie, customers have 10 business days to return the product. After the 14-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.

Click Here to Request a Return

 

 

*Shipping Policy*

Tortle's responsibility is to accurately process, package, and ship orders using the shipping method selected by the customer at checkout. Once an order has been accepted by the selected carrier, delivery timing, package handling, and delivery outcomes are under the carrier's control. While Tortle will assist customers in obtaining tracking information and communicating with the carrier, Tortle is not liable for carrier delays, missed delivery commitments, lost packages, mis deliveries, theft after delivery, weather-related disruptions, or other transit issues that occur after the package has been transferred to the carrier.

We understand shipping issues can be frustrating and will make reasonable efforts to assist customers with carrier investigations and claims when appropriate.

 

* USPS Delivers Monday - Saturday

* UPS & FedEx 2-Day Delivers Monday - Friday. UPS & FedEx Packages will arrive by the end of second business day.

* Orders placed after 11:00 a.m. Mountain Time (MT) will be shipped on the following business day. Please note that our carrier partners (UPS, FedEx, and USPS) typically pick up shipments between 10:30 a.m. and 1:00 p.m.; however, pickup times can vary from day to day.

* Tortle is not responsible for delayed, lost, or damaged packages, and cannot provide refunds on behalf of USPS, UPS or FedEx services.

* Duties and taxes can be charged by your country on international orders. Customers are responsible for them.

*Returns*

Tortle products may be returned within 14 calendar days of delivery.

To start a return, submit your request through the Tortle Returns Portal, located in the footer of the Tortle website. Return requests submitted after the 14-day return period will not be accepted.

The Tortle Air - Corrective Beanie is an FDA-cleared medical device intended for single-patient use. For health, safety, and regulatory reasons, returned products cannot be restocked, resold, or reused. Therefore, Tortle Products LLC reserves the right to approve or deny any return request at its sole discretion.

The 14-day return period begins on the carrier's confirmed delivery date. If delivery confirmation is unavailable, the return period will begin on the order fulfillment date plus a reasonable transit-time allowance determined by Tortle Products LLC.

By submitting a return request through the Tortle Returns Portal, you acknowledge and agree to the terms of this policy.

 

*Refunds*

If your return request is approved, you will receive return instructions through the Tortle Returns Portal.

Because Tortle products are intended for single-patient use, opened, used, or handled products cannot be restocked or resold.

Once we receive and inspect your returned item, we will notify you by email that your return has been received and reviewed.

If your refund is approved, a credit will be issued to your original method of payment within 5–7 business days.

Original shipping charges and return shipping costs are non-refundable unless the return is the result of a Tortle error or a confirmed defective product.

 

Late or Missing Refunds

If you have not received your refund after 7 business days:

1. Check your bank account.

2. Contact your credit card company, as processing times may vary.

3. Contact your bank for additional information.

If you have completed these steps and still have not received your refund, please contact us at customerservice@tortle.com.

 

*Exchanges*

We replace items only if they are damaged or defective.

If you need to exchange your Tortle product for another size, please contact us at customerservice@tortle.com.

 

*Damaged or Defective Products*

If your order arrives damaged, you must notify Customer Service within 48 hours of delivery.

Please do not discard the item or its packaging. To help us process your claim, email photos of the damaged product and packaging to customerservice@tortle.com.

Once notified, Tortle will file a claim with the shipping carrier. Claims typically require additional review and processing time.

If the damage or defect is confirmed, Tortle may provide a replacement, full refund, or partial refund, as appropriate.

Failure to report shipping damage within 48 hours may limit our ability to file a claim with the carrier and may affect eligibility for a refund or replacement.

 

*Gift Returns*

If the item was marked as a gift and shipped directly to you, you will receive a store credit equal to the value of the returned item.

If the item was not marked as a gift, or the gift purchaser had the order shipped to themselves before giving it to you, any refund will be issued to the original purchaser.

 

*Return Shipping*

Return instructions and any applicable return shipping information will be provided through the Tortle Returns Portal after your return request has been reviewed and approved.

Shipping charges are non-refundable.

If the return is due to a Tortle error, shipping damage, or a confirmed defective product, Tortle may reimburse return shipping costs or provide a prepaid return label at its discretion.

For international orders, customers are responsible for any duties, taxes, customs fees, or import charges imposed by their country.

 

Contact Us

If you have questions about this policy, please contact us at:

Tortle Products LLC

PO Box 98

Louviers, CO 80131

Email: customerservice@tortle.com