Where we ship.

We ship to all 50 US states, including Hawaii and Alaska. We also ship internationally to most countries — see section 4 for details on international rates and timing.

We ship from our facility in California. APO/FPO/DPO addresses are supported via USPS.

Shipping rates & times.

US shipping rates are calculated at checkout based on order weight and destination. Here's what to typically expect:

Delivery windows start when the package ships, not when the order is placed. Add 1–2 business days for order processing on top of these estimates.

Order processing.

Orders are processed and shipped within 1–2 business days of being placed. Most orders ship the same day if placed before noon Pacific time on a business day.

You'll receive a shipping confirmation email with tracking information the moment your order ships. You can also check your order status anytime in your account.

We generally don't ship on Saturdays, Sundays, or US federal holidays.

International orders.

We ship internationally to most countries via USPS and DHL. Rates and delivery times vary by destination and are calculated at checkout based on the address and order weight.

Typical international delivery windows:

• Canada: 7–14 business days
• UK and EU: 10–21 business days
• Australia and New Zealand: 14–21 business days
• Rest of world: 14–30 business days

Lost or damaged packages.

If your package arrives damaged or doesn't arrive at all, email us at hello@tortugatools.com within 14 days of the shipping date and we'll work to resolve it — typically by replacing the damaged item or filing a claim with the carrier for lost packages.

For damaged packages, please save the original packaging and damaged item until we've resolved the claim. Carriers sometimes ask for photos or for the item to be returned for inspection.

For lost packages, we'll start a carrier trace if tracking shows no movement for more than 7 business days. Most "lost" packages turn up. If yours doesn't within 14 days of the trace starting, we'll reship or refund.

Returns & exchanges.

We accept returns of unused items in original packaging within 30 days of delivery. To start a return, email hello@tortugatools.com with your order number and the items you'd like to return. We'll reply with the return address and instructions. Once we receive the package and confirm the items are in returnable condition, we'll issue your refund.

A few things to know:

• Items must be unused and in original packaging. Tools that have been used on the wheel can't be returned, since they've been in contact with clay and water.
• Return shipping is usually the customer's responsibility, but if something arrived defective, damaged, or wrong, email us first — we'll figure out the right path together.
• Exchanges work the same way as returns — request a return, then place a new order for the replacement item. We don't do direct exchanges because inventory moves too quickly.

Refunds.

Once we receive your returned items, we'll inspect them and process the refund within 3–5 business days. Refunds are issued to the original payment method.

Depending on your bank or card issuer, the refund may take an additional 5–10 business days to appear on your statement. If it's been more than two weeks since we processed your refund and you don't see it, contact your card issuer first, then email us if it's still unresolved.

Original shipping charges are not refunded unless the return is due to our error.

Tuga Lab products.

Lab products follow the same shipping and return policies as our main catalog — 30-day returns, free shipping over $50, same delivery times.

One note: because Lab inventory is small (typically 25–50 units per piece), returned Lab products may not be available for replacement if the piece has sold out. In that case we'll refund rather than exchange.

For more on the Lab program specifically, see our Lab terms.