1. An confirmation email of your order details will be sent to you once received. We will process your order within 1-3 business days.

2. A tracking number will be sent to you by email once your item is shipped out.

We offer free standard shipping on all items for all customers from any countries. You are only responsible for the cost of the products at the time of settlement.

Processing time: 1-3 business days depending on your location

Shipping time & costs:

• Gratis €100,- and up (NL) - free

• Parcel - 0.1kg–0.4kg - €4.95 EUR

• Standard - 0.5kg–23kg - €6.95 EUR

All packages are shipped with tracking!

Please Note: Due to high demand for some of our most popular products, please allow 7-12 business days for delivery. Please do not panic if tracking information does not show up immediately, it's on its way!

*Notice*: Due to the recent outbreak, your delivery time may, or may not take longer than usual. Please stay up to date with your local delivery services and post office to ensure that your order will arrive in a timely manner. (For U.S. customers) Although the outbreak has made it tough for certain workplaces, the United States has issued the United States Postal Service to be operated as a basic and fundamental service provided to the people by the government of the United States. 

Also, please note, different countries have different customs clearance and post office handling techniques that may affect shipping time.

 

• Why have I not received any order confirmation details?

Most times, this is because our customers have accidentally entered their email in wrong. Throughout the process, we send a couple of emails, including an order confirmation, a fulfillment notice, and a shipping notice.

If you believe you may have entered your email wrong please contact us and we will fix it for you as long as the order has not been processed.

• Can I cancel my order or add items to it?

Your item can be canceled before it ships, but not after it's shipped.

Given that we do not store any payment information, we are not able to add item(s) to an order. If this is the case, please submit another order for the additional items.

• What time of the day are orders shipped out?

Our handling and fulfillment center works on processing orders 24/7.

• Why is my tracking status saying delivered but I have not yet received my packaging?

Normally, your local Post Office will be able to find your package with their wonderful GPS system and the problem should be resolved within the next days. In this case you would need to contact your local Postal Office to make sure that packaging was not left there when no one was home to receive it or was left at your Parcel Locker, for example.

• How long do you take to answer requests?

We answer in a fast delay of 24 hours to optimize customer's experience.

• Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@oneturtle.shop

• Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@oneturtle.shop You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We DO NOT guarantee that we will receive your returned item.

Disclaimers:

oneturtle does not hold responsibility for items that are shown as delivered in the tracking system but that the client reports as undelivered. Please contact the shipping company to locate the item or your local police to report the packaging's theft.

Taxes and Duties:

oneturtle is responsible for Customs taxes or VAT Fees for all customers from all shipping countries listed above .

ONETURTLE does not hold or accept any responsibility for packages that have been stated as items lost, stolen, stuck in transit, or undelivered. We do not issue refunds or store credit for packages that the courier confirms as lost in transit or undelivered. Please contact your local postal service.

If you have any questions, send us an e-mail, the team will gladly help!

support@oneturtle.shop