Refund & Returns Policy
At Turtle Carts, customer satisfaction is important to us. Due to the nature of our products, we have specific guidelines regarding returns, refunds, and replacements. Please read this policy carefully before making a purchase.
Return Eligibility
Because we sell consumable and vape-related products, we generally do not accept returns on products that have been opened, used, or tampered with.
To be eligible for a return or replacement:
- The item must be received damaged, defective, or incorrect.
- The issue must be reported within 48 hours of delivery.
- The product must remain in its original packaging whenever possible.
- Customers must provide clear photos or videos showing the issue.
Damaged or Defective Products
If your order arrives damaged or defective, please contact our support team within 48 hours of delivery.
Include:
- Your order number
- Photos of the packaging
- Photos or videos of the affected product
- A brief description of the issue
Once reviewed and approved, we may offer:
- A replacement product
- Store credit
- A partial or full refund, depending on the circumstances
Incorrect Orders
If you receive an incorrect item, please notify us within 48 hours of delivery.
After verification, we will work to resolve the issue by providing the correct product, store credit, or another suitable solution.
Non-Returnable Items
The following items are generally not eligible for return:
- Opened products
- Used products
- Products damaged through misuse
- Products purchased during special promotions or clearance sales
- Orders where the customer simply changes their mind after shipment
Order Cancellations
Orders may only be canceled before they have been processed or shipped.
Once an order has been shipped, it cannot be canceled.
If you need assistance regarding an order cancellation, please contact us as soon as possible.
Shipping Issues
Turtle Carts is not responsible for delays caused by:
- Shipping carriers
- Weather conditions
- Incorrect shipping information provided by the customer
- Circumstances beyond our control
Customers are responsible for ensuring their shipping information is accurate before submitting an order.
Lost or Missing Packages
If tracking indicates that a package has been delivered but you cannot locate it:
- Check with household members or neighbors.
- Contact the shipping carrier.
- Reach out to our support team for assistance.
Claims regarding lost packages may require investigation before a resolution can be provided.
Refund Processing
If a refund is approved:
- Refunds will be issued to the original payment method whenever possible.
- Processing times vary depending on your payment provider.
- Please allow several business days for the refund to appear in your account.
Right to Refuse Refunds
Turtle Carts reserves the right to deny refund or replacement requests that do not meet the requirements outlined in this policy or where fraud, abuse, or policy violations are suspected.
Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us:
Turtle Carts
Email: turtlecartshop@gmail.com
Phone: 213-349-0040
We are committed to providing quality products and responsive customer support and will work with customers to resolve legitimate order issues fairly and efficiently.