- The tracking system shows no updated progress for too long:
We will process a reshipment if the tracking has not been updated for more than 15 business days (for orders within the US) and more than 30 days (for international orders).
- The package was delivered to the incorrect address:
If the package has arrived at a location different from the recipient address, we will replace the item as soon as possible
- The package was returned to its sender but the address was valid and correct:
We will be happy to replace the order
- We will offer you refund/replacements at no additional cost if it falls under below criteria:
- 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 be happy to replace the order as soon as possible
- Personalized/Customize Products:
Due to the customized nature of all of the products we produce at Hyturtle, we cannot offer returns. Your artwork is designed with care and is entirely personal to you (and your pets).
- Special characters are not displayable by all the fonts, so please DO NOT use non-letter or non-number characters or characters such as é, è, à etc... when you put the names. They will automatically be converted to a question mark or blank if you try to use special characters.
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.