PROCESSING TIME

All orders will be processed within 2 to 3 days from the date of order by the carrier selected based on your location and with the fastest service available.

Items are only processed Monday to Friday and not on weekends or public holidays. Shipping estimates do not include processing times, weekends or holidays.

SHIPPING

The usual delivery time is 10 to 15 business days but you may receive your items much sooner. All orders are shipped with a tracking number, so you can follow them every step of the way. Packages may experience delays beyond our control, such as delays due to customs or postal delays.

COMPLETENESS AND ACCURACY OF INFORMATION

It is the responsibility of the buyer to ensure that the address and other shipping information are entered correctly. We are unable to change any information once your order has been placed. The Turtle Pillow will not be held responsible for packages that are sent to the wrong address that the buyer has entered.

IF A PACKAGE IS RETURNED AS NON-DELIVERABLE

If a package is returned as non-deliverable, a processing and handling fee of £ 20.00 will be deducted from the net amount of your refund.

IF YOU REFUSE TO ACCEPT THE PACKAGE

If you refuse the package from The Turtle Pillow, processing and handling fee of £20.00 will be deducted from the net amount of your refund.

IF TRACKING INFORMATION STATES THAT THE PACKAGE WAS DELIVERED AND YOU HAVE NOT RECEIVED IT

If the tracking information for your package states that it is delivered and you have not received it, please contact the courier stated in your shipment confirmation. The Turtle Pillow does not issue refunds for packages that are marked as delivered. The Turtle Pillow is not responsible for packages that have been lost or stolen in transit.

INDEFINITE CUSTOM TAXES AND DUTIES

We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes, and fees charged by your government.

WAREHOUSES

We currently have warehouses located in Europe and Asia. Orders are shipped from the warehouse that has product availability.

DELIVERY

Delivery times are estimates and do not include unanticipated courier delays. Please add 1 – 3 business days to our shipping estimates for rural addresses.

CONTACT SUPPORT

If you have any questions regarding the status of your order, please contact us at [email protected]

Our customer support team is always here to help!

CUSTOMER INFORMATION

If we ask for your phone number or your ID number before shipping your order, this is because as part of your country, shipping requirements. we need this information otherwise you are fully responsible if the parcel is not delivered on time or not delivered at all.