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For questions about returns, please visit our Return Requests page.

Common Questions


How do I know if Turtle Mail is connected to my home's WiFi network?

Turtle Mail has a red light that indicates its current connection status. To locate this light, remove Turtle Mail’s head and shell. On the back of Turtle Mail’s paper tray you will see two small holes. The bottom round hole is the red status light.

• If the light is blinking slowly (once per second), Turtle Mail is successfully connected to your home’s WiFi.

• If the light is blinking rapidly (5 times per second), then Turtle Mail should be sending out its own WiFi network (“TurtleXX-XX”) and you’ll need to follow the steps pair it to your home’s WiFi network.

• If the light is solid or not on at all, Turtle Mail is having trouble connecting to your home’s WiFi. This is usually due to your WiFi information being entered incorrectly during pairing. You will need to reset Turtle Mail’s WiFi and start the pairing process over.

How do I reset Turtle Mail's WiFi network?

To reset Turtle Mail’s WiFi, remove Turtle Mail’s head and shell. On the back of Turtle Mail’s paper tray you will see two small holes. The reset button is located behind the square hole – just above the red status light. Use a paperclip to press and hold the reset button for about 5 seconds until the red status light blinks rapidly. Once Turtle Mail’s WiFi has been reset, it will begin sharing its own “TurtleXX-XX” WiFi network that you can use to pair it to your home’s WiFi network.

My adoption certificate didn't print. How do I reprint it?

If Turtle Mail’s red status light is NOT blinking slowly (once per second), then Turtle Mail has not been able to successfully connect to your home’s WiFi network. Please follow the instructions above to connect Turtle Mail to your home’s WiFi.

If Turtle Mail is connected to your home’s WiFi and your adoption code did not automatically print, you will need to follow the instructions to reload the roll of thermal paper. Once you’ve reloaded the paper, gently tug the paper through the rollers to make sure it’s properly aligned in the printer.

Once the paper is reloaded, you can trigger a printout by tapping the reset button once quickly using a paperclip. This will print some of Turtle Mail’s information, including its Adoption Code (or Serial Code). You may go ahead and use that code to register your Turtle Mail on the Turtle Mail WebApp.

Once you’ve received your Adoption Code, tear a clean edge on the paper before putting Turtle Mail’s wooden shell back on.

How do I send mail through Turtle Mail?

Sending mail through Turtle Mail is as easy as sending an email. If you are the owner of a Turtle Mail, you will create your account on the Turtle Mail WebApp and register your Turtle Mail under “Settings” > “Devices”. After registering your Turtle Mail, you can add “Hatchlings” and invite “Friends” from “Settings” > “Your Nest”. When you’re ready to start sending messages, simply navigate to “Send Mail” in the menu bar.

What are "Hatchlings"?

A Hatchling is a child (or adult) who will receive mail through Turtle Mail. To add Hatchlings, navigate to “Your Nest” in the Turtle Mail WebApp and enter their nickname. You can have multiple Hatchlings receiving mail through one Turtle Mail, or you can assign each Hatchling their own Turtle Mail.

What are "Friends"?

“Friends” are the family members and friends that you invite to send your Hatchlings mail through Turtle Mail. To invite Friends, navigate to “Your Nest” in the Turtle Mail WebApp and enter their nickname and email address. Each Friend will receive an email inviting them to create their own account on the Turtle Mail WebApp and to start sending mail.

What parental controls are available?

As the owner of your Turtle Mail, you have complete control over who can send messages and when those messages get printed. For each Friend you add, you can specify whether their messages need your review and approval before they are printed, or not. Also, for each Hatchling you can specify whether their messages get printed immediately, or at a specific time each day.