Customer Service

Do you need assistance?

Customer Service is here to help. We have several options to help you find the answer to your questions:

  • You can call a customer service representative toll free at 1-888-602-0652
  • Wholesale Accounts can contact our corporate office at 423-217-4950
  • You can email us at customercare@turtleson.com
  • Or you could search through the information below to see if it includes your answer

Here we've compiled the common questions we receive and some other tidbits of information you might be interested in.  Just choose your question, and you'll be taken directly to the right answer.
 

Frequently Asked Questions

  1. Where is sizing and fit information?
  2. How long until I receive my order?
  3. What is your return/exchange policy?
  4. How do I track my return?
  5. Can I return an item that I received as a gift?
  6. How much is shipping/handling at Turtleson?
  7. Where can I request a catalog?
  8. How can I be removed from your mailing list?
  9. What is your price adjustment policy?
  10. Do you ship internationally?
  11. Can I order by phone/fax?
  12. Redeeming Gift Certificates Online?
  13. What is your privacy policy?

Sizing Information

Below is our size & fit chart. If you have any questions, give us a call at 1-888-602-0652.

MEN
  Small Medium Large X-Large XX-Large XXX-Large
NECK 14-15 15-16 16-17 17-18 18-19 19-20
CHEST 36-38 39-41 42-44 46-48 50-52 54-56
SLEEVE 31-33½ 32-34½ 33-35½ 34-36½ 35-37½ 36-38½
WAIST 28-30 32-34 35-36 37-38 40+  
WOMEN
  X-Small Small Medium Large X-Large  
  0-2 4-6 8-10 12-14 16-18  

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Shipping and Transit times

We ship all orders via UPS from our warehouse in Georgia. We ship within one business day of receipt and expedited orders placed before 2:00 PM Eastern time will ship the same day. You should expect to receive your order within 7 to 10 business days, depending on the state in which you live. If you need faster delivery, choose one of our express services. Our delivery charges are listed below. Standard ground service applies to the contiguous 48 states. Please allow an additional 72 hours for shipment of finished inseam orders.

DELIVERY CHARGES:

If your order is Your charge is
Up to $125 $9.95
$125 or over FREE
RUSH DELIVERY ORDERS
2-Day Air add $15
Next Day Air add $20

If you have any questions, give us a call at 1-888-602-0652.

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Return/Exchange Policies

Items that are unworn and unaltered will be accepted for a refund or exchange up to 60 days after the date of purchase.

Use our Easy Return Label

  • Log in and view your order on the My Account page. Click on the order number you would like to link to print the Return Label for, and on the Order Details page you will see a link to print a Return Label for the order that you would like to return.
  • If you do not have an account, click here and enter your Order Number to print a Return Label. Your Order Number can be found on the My Account page. If you need help finding your Order Number, please call Customer Service at 1-888-602-0652.
  • We will deduct $8.95 from your refund to cover shipping charges. If, however, you are making an exchange, shipping is on us (We will not deduct $8.95 or charge shipping on your new item).
  • Include the Exchange/Return Form and send package using the shipper of your choice.

Please note: Refunds on orders paid by money order will be in the form of a store credit.
Please allow 14 days for us to receive and process exchanges and credits.

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Tracking a Return

If you have already shipped your return back to us and used our prepaid return label, you can track your package here.

Please note: Refunds on orders paid by money order will be in the form of a store credit.
Please allow 14 days for us to receive and process exchanges and credits.

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Returning or Exchanging a Gift

If you are returning a gift without the original packing slip, please include the name and address of the person who purchased the merchandise so we may be able to locate the original order. Purchaser will not be notified of return unless you request they receive the refund. Gift recipients will receive a non-refundable gift certificate.

If you have any questions, give us a call at 1-888-602-0652.

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Mailing List Removal

If you wish to stop receiving the Turtleson catalog, just let us know by emailing customercare@turtleson.com or by calling us toll-free at 1-888-602-0652.

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International Orders

Turtleson has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com.

WHICH COUNTRIES DO YOU SHIP TO?

International shipping is currently available WORLDWIDE from Turtleson. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.

CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER?

To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?

All inquiries regarding your international order should be directed to International Checkout at:

EMAIL:     support@internationalcheckout.com

Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

Back to Frequently Asked Questions

Ordering Options

By phone at 1-888-602-0652.
Wholesale accounts can contact us at 423-217-4950.

By fax at 770-667-5434.

Redeeming Gift Certificates Online

You can redeem Turtleson gift certificates easily online. Simply continue the checkout process as normal and on the Payment Information page, there will be a section there for you to enter in your gift certificate number and amount.

If you have any additional questions regarding gift certificates, please give us a call at 1-888-602-0652.

Price Adjustment Policy

At Turtleson, it is our policy not to give price adjustments for items purchased prior to our Seasonal Sales. It is our belief that prior to the sale, customers are able to shop our full selection of product styles and sizes to ensure they are able to get the exact items they wish to purchase. At sale time there is no guarantee that all styles and sizes will be available or on sale.

If you have any questions regarding Price Adjustments, please call 1-888-602-0652.

Privacy Policy

This is the website of Turtleson.

Our postal address is
2625 North Berkeley Lake Road NW
Building 200, Suite 100
Duluth, GA 30096

We can be reached via email at customercare@turtleson.com or you can reach us by telephone at 1-888-602-0652.  

This Policy is effective on 09/01/13.  

For each visitor to our Web page, our Web server automatically recognizes only the consumer's domain name, but not the email address (where possible). We collect only the domain name, but not the email address of visitors to our Web page, aggregate information on what pages consumers access or visit, information volunteered by the consumer, such as survey information and/or site registrations. The information we collect is used to improve the content of our website.

With respect to cookies: We use cookies to store visitors preferences, record session information, such as items that consumers add to their shopping cart.

If you do not want to receive email from us in the future, please let us know by sending us email at the above address, calling us at the above telephone number, writing to us at the above address. If you supply us with your postal address online you may receive periodic mailings from us with information on new products and services or upcoming events. If you do not wish to receive such mailings, please let us know by calling us at the number provided above, emailing us at the above address, writing to us at the above address.

You may receive mailings from other reputable companies. You can, however, have your name put on our do-not-share list by calling us at the number provided above, emailing us at the above address, writing to us at the above address. Please provide us with your exact name and address. We will be sure your name is removed from the list we share with other organizations.

Persons who supply us with their telephone numbers online will only receive telephone contact from us with information regarding orders they have placed online. Please provide us with your name and phone number. We will be sure your name is removed from the list we share with other organizations.

With respect to Ad Servers: We do not partner with or have special relationships with any ad server companies.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our Web site to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our website periodically.

Customers may prevent their information from being used for purposes other than those for which it was originally collected by emailing us at the above address, calling us at the above telephone number.

Upon request we provide site visitors with access to transaction information (e.g., dates on which customers made purchases, amounts and types of purchases) that we maintain about them, contact information (e.g., name, address, phone number) that we maintain about them , a description of information that we maintain about them.

Consumers can access this information by sending us e-mail us at the above address, calling us at the above telephone number, writing to us at the above address. Upon request we offer visitors the ability to have inaccuracies corrected in contact information, transaction information. Consumers can have this information corrected by sending us e-mail at the above address, calling us at the above telephone number, writing to us at the above address.

With respect to security: When we transfer and receive certain types of sensitive information such as financial or health information, we redirect visitors to a secure server and will notify visitors through a pop-up screen on our site, We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.

If you feel that this site is not following its stated information policy, you may contact us at the above addresses or phone number, state or local chapters of the Better Business Bureau, state or local consumer protection office.

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