To My Old Friend - Personalized Pillow (Insert Included)
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Shipping & Delivery Center
- Orders can be cancelled or modified within 2 hours after being placed.
- Canvas/ Poster/ Metal Sign: These packages cannot be delivered to a PO box.
- International orders: It may take additional days if orders have to go through customs. We have no influence on the customs process and apologize for any inconvenience due to delivery delays resulting from this
- For more detailed information and instructions, please visit our Replacement & Refund Policy.
- International orders: It may take additional days if orders have to go through customs. We have no influence on the customs process and apologize for any inconvenience due to delivery delays resulting from this.
- Learn more about Shipping Policy here.
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All our Clothing/Apparel/Products are created On Demand and Cut and Sewed by hand! This means that when you place your order, we print that item/s just for you, one at a time for the best quality! Most of our products are manufactured and shipped from Vietnam and China. Some of products are made and shipped from USA.
This is the reason for the delivery times below.
Shipping carrier: YunExpress, USPS, DHL, EMS, Local Post...
Orders are processed when the payment is accepted.
Estimate Time Of Arrival
We process orders on business days which are Monday through Friday, Eastern Standard-Times, except for holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.
To estimate when you can expect your order, please refer to the time frame below. It includes our most popular products and the following time periods:
Production time
The time when your order waits in production queue until being produced. Our production timeline may shift daily depending on overall order volume.
To estimate when you can expect your order, please refer to the time frame below or The description of products:
|
Unit: business days |
||
|
Product |
Production Time |
Shipping Time |
| Apparel |
5 - 7 days |
5 - 15 days |
|
2 - 5 days |
5 - 15 days |
|
|
7 - 9 days |
5 - 15 days |
|
|
2 - 4 days |
10 - 15 days |
|
|
5 - 7 days |
10 - 15 days |
|
|
5 - 7 days |
10 - 15 days |
|
|
Candle Holder |
9 - 11 days |
10 - 15 days |
|
5 - 7 days |
15 - 20 days |
|
| Others | 5 - 10 days |
10 - 15 days |
Please note:
Shipping time
The estimated delivery time for our order will depend on your location. While we work closely with our logistics partners to provide you accurate delivery information, delivery times are estimates only and cannot be guaranteed. Once your product(s) are in transit, any delays are outside our control.
| Country | Carrier |
Shipping Time ( business days) |
| US | USPS/ UPS/ DHL Ecommerce/ YunExpress | 15 - 30 |
| EU |
DHL/ UPS/ DHL Ecommerce/ YunExpress/ PostNL/ Bpost/ La Poste/ Colis/ Privé/ Correos/ SDA |
15 - 40 |
| CA | Canada Post/ UPS/ DHL Ecommerce/ YunExpress | 20 - 40 |
| AU | Australian Post/ DHL Ecommerce/ YunExpress | 20 - 40 |
| Others | UPS/DHL Ecommerce/ YunExpress | 30 - 60 |
Please note:
- Pillow, Photo Frame, Woodsign products: only available in US.
- Canvas/ Poster:These packages cannot be delivered to a PO box.
- When order is ready to be shipped, a tracking link will be sent to your email so you can follow your package all the way home.
- In addition, if your order is personalized and/or needs modifications, it may take a few days for our designer to make customization. Design time will depend on the complexity of the request.
+ ORDER TRACKING
You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.
If you attempt to track your package and there is no information available that just means the carrier has not processed your parcel yet. When the parcel is scanned into the system, tracking events will populate on the tracking page.
If it is over your estimated arrival date, please contact us, and we can take care of this for you.
+ STANDARD SHIPPING:
You can choose Standard Shipping at a cheaper cost but if the goods are lost
when shipped, we will not refund you, if the goods you receive are defective,
broken, … but cause not by you, we will send you a replacement product
or refund you (if you want the refund, you need to send the package back).
Free shipping is regarded as standard Shipping
+ SHIPPING WITH INSURANCE?
Because there is always a risk that goods in transit may be damaged, lost
or delayed, you can choose to transport with Insurance.
When your goods have any errors due to shipping, we will immediately send
you another product or refund you without asking for
any whatever. Besides opting for transportation insurance, making sure the
goods are packed safely and securely also mitigates any loss.
Expedited shipping is regarded as a shipping with insurance.
+ INCORRECT ADDRESS
Make sure you provide the correct address at checkout because:
- If there is incorrect or missing information that we can detect on our end, we may be required to contact you for an update on the delivery information, which can cause delays in delivering your order.
- We are not responsible if your order gets delivered to the wrong address or returned to sender. The returned orders will be donated to charities and will not be returned to our warehouse. Before reaching out to our customer support, please check your given shipping address first.
- For orders returned due to an incorrect address provided, we request a re-shipping fee to resend your order
- If you contact the final mile carrier after the order has left our warehouse and ask them to forward or redirect your parcel, we are not responsible if that parcel gets lost, stolen, or damaged.
Customer service is our #1 priority and we will do whatever we can to take care of you. Thank you for considering hyturtle.com and if you have any questions, please don't hesitate to contact us via: support@hyturtle.com
Estimate delivery times: 12-26 days (International), 10-17 days (United States).
Return within 30 days of purchase. Duties & taxes are non-refundable.
Guarantee Safe Checkout
To My Old Friend - Personalized Pillow (Insert Included)
- PERFECT NOVELTY GIFT: Our pillow is a great sentimental gift idea for family members, best friends, coworkers, and all important people in your life. It will be an extremely meaningful gift for special occasions such as Birthdays, Christmas, Valentine's Day, Thanksgiving, Halloween, Mother's Day, Father's Day, weddings, anniversaries, graduation days for your beloved ones.
- HIGH QUALITY: The pillow has an invisible zipper, already INCLUDES PILLOW INSERT, double-sided printing made of durable polyester, is environmentally friendly, and very comfortable to touch or lay on. High-quality fabric feels comfortable, wrinkle-resistant, and does not fade. NOTE: Our pillow may be vacuum-packed for easier shipping. To use the pillow, simply remove the outer packaging.
- INTERESTING THEME: Our pillow with interesting theme patterns which are conscientiously made by professional designers will be a great highlight, adding fun and color to your life and brightening up wherever you place it. You can use it to decorate your living room, bedroom, office, etc. It will be unique and novelty decor which will for sure attract anyone's eyes and bring them to a good mood.
- SIZES: Our pillow comes in 4 sizes (12"x12", 14"x14", 16"x16", 18"x18") which make it easier for you to choose the size fitting the place where you want to place them. NOTE: During the manufacturing process, our pillows may be smaller by approximately 0.5-1 inch from the specified dimensions as the products are fold-stitched, resulting in some deviation. We recommend considering this when selecting the size to ensure a perfect fit for your intended space.
- SATISFACTION GUARANTEE: Buy with confidence as we are trying our best to offer you the most amazing customer service! If you have any queries, complaints or suggestions about our product quality, please feel free to contact us anytime. We are willing to help you in every possible way. We sincerely hope you could enjoy the purchase and feel happy when using our product.
| Size |
12"x12", 14"x14", 18"x18" |
|---|
- Items are faulty – damaged/broken or soiled upon arrival.
- We sent wrong item – size, style, color.
However, please note to send us your request within 30 calendar days of purchase.
- Parcels that is lost in transit and the post office provided a notice that the package was lost in the mail:
We will not offer a return or refund in such case.
PLEASE NOTE:
- A request needs to be submitted within 07 days from the delivery date or 30 days from order date to qualify for credit or replacement. Please contact us at support@hyturtle.com
- Videos or detailed photos of the faulty product are required for quality control purposes and need to be added as attachment to the submitted request (front, back and packaging)
- Hyturtle WILL NOT make a refund if the item arrives in good condition and meets the customer’s customization/personalization corresponding to his/her order.
Our products are all custom made order. This means you choose exactly what you want to purchase and we produce it (such as size, the design) so we DO NOT accept refund for reasons such as wrong size, wrong design, etc. made by customers. But we can offer you a discount for reordering.
- We DO NOT offer replacements or refunds for invalid address entry, , improper care, damages in use, etc. If your order was undelivered because of the wrong/insufficient address provided by customers, or the delivery is refused by the addressee, our company can only offer you a discount for reordering.
So please notice to fill full information (including house number, apartment number...) on your shipping address.
If the package is returned by the carriers because recipients are not home or they have moved, we can reship the package and customers need to pay the reshipment fee.
- No refunds can be issued for orders delayed (either shipping cost or merchandise value) due to adverse weather conditions, pandemic's impact or any unforeseen circumstance that may affect our carriers. Thank you for understanding.
- Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening. Hyturtle will not be held liable to any misroute parcels.
- For orders to remote areas or countries, we will use epackage for shipment, which may take 01-03 months to be delivered. So please help us to notice the timeline.
RETURN POLICYDue to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you;
- Not what you ordered;
You can return it within 20 days following the delivery date.
Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.
Please contact our Customer Support team to start the complaint process. Please include the following information:
- Order number
- Video or photo of the faulty product
- Complete delivery address
- Contact telephone number
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed
- You will be responsible for paying for your own shipping costs for returning your item(s).
CANCELLATION POLICY
Can I cancel my order(s)? Yes. Your order is only eligible to be cancelled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can not be cancelled. Send us an email within 02 hours and let us know the reason why you wish to cancel your order at support@hyturtle.com. We’ll confirm once the modification or cancellation has been made.
We do not accept cancellation of orders outside the 02 hours window and/or because of the production reason. Please note that the time frame for production and shipment are posted in each product’s description hence all customers should be aware of this before concluding an order.
Note: Our team will inspect /verify the photo(s) before we issue out a replacement or refund. Hyturtle reserves the right to refuse any replacement and refund if it does not meet the above criteria.
LATE OR MISSING THE REFUND
If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of these and still have not received your refund yet, please contact us through submitting a ticket at our website https://hyturtle.com
