Return Requests

Can I cancel my order?

We can only cancel orders that have not been prepared for shipment. Please contact us at if you would like to cancel an order.

Please note: We are unable to cancel orders for custom or personalized items. If you made a mistake and while placing the order, please contact us ASAP so that we can try to correct the order before it ships.

Can I return Turtle Mail and accessories?

Unopened products can be returned within 14 calendar days of delivery.

Returns of opened products will be considered on a case-by-case basis. Contact us at within 14 calendar days of delivery. You will be asked for your order information, about the condition of the product, and your reason for return. If your return is accepted, you will receive a refund on the product minus a 15% restocking fee.

Please contact us at to initiate a return. If your return request is accepted, you will receive an RMA number and a return label.

Please note:
• You are responsible for the cost of shipping returned items. We will provide a return label and this cost will be deducted from your refund amount.
• We do not refund shipping charges.
• All returns must be shipped to us within 7 calendar days of receiving an RMA.
• All returns must arrive to us in good, working condition, with all parts included.
• We cannot refund custom or personalized items.

How should I package my return?

Return all products in their original packaging, if possible. You must include all parts that came with the product, or the cost of the part will be deducted from your refund amount. Please use adequate packaging, as the product must arrive to us undamaged in order to process your return.

What do I do if my shipment arrives damaged?

If your Turtle Mail or accessory arrives damaged, take photos immediately of the damaged areas and the packaging it shipped in. Please email us at with the photos so that we can assist you.