Refund policy

Return & Refund Policy (U.S. Only)
Questions: Turtle@TurtleCraftStudio.com

1) What we sell & fulfillment

We offer:

  • Made-to-order items produced after purchase by our U.S. partners (e.g., apparel, mugs, prints)

  • Studio-made/stocked items we make and ship from our studio

  • Consumables (coffee, dietary supplements)

  • Digital downloads

Always contact us first for authorization and the correct return address. Do not ship returns to a manufacturer/print vendor.

2) Return eligibility by category

A) Made-to-order items

  • Apparel: Returns/exchanges accepted within 30 days of delivery for unworn/unwashed items in original condition. Customer pays return shipping for size/fit returns.

  • Mugs/prints/other POD items: Final sale unless defective/damaged or the wrong item was received.

  • Custom/personalized POD items: Final sale.

B) Studio-made / stocked (non-custom)

  • Eligible for return within 30 days if unused, in original packaging, resellable.

  • Customer pays return shipping, unless defective/incorrect.

C) Consumables (coffee & supplements)

  • Final sale once shipped for safety/quality reasons.

  • We replace/refund if damaged, spoiled, or incorrect (see Damages & Issues).

D) Digital products & gift cards

  • Final sale once delivered/redeemed.

E) Sale/clearance items

  • Final sale, unless damaged or incorrect.

3) Damages & issues

Inspect your order upon delivery and email Turtle@TurtleCraftStudio.com with your order number and clear photos of the product/packaging/label:

  • Within 7 days for made-to-order items and consumables

  • Within 30 days for studio-made/stocked items
    If approved, we’ll replace, issue store credit, or refund and provide next steps. We typically don’t require returns for damage/defect claims—please keep the item until we advise.

4) How to request a return (for eligible items)

Email us with your order number, item(s), and reason. If approved, we’ll issue an RMA and a return address. Returns without an RMA or sent to the wrong address may be refused.

  • We cover return shipping for defective/damaged/wrong item.

  • For all other approved returns, customer pays return shipping; original shipping is non-refundable.

  • We may refuse returns that are used, washed, altered, or missing packaging/tags.

5) Exchanges

For fastest service, place a new order for the item you want and request a return (if eligible) on the original item.

6) Order changes & cancellations

Made-to-order items often enter production quickly. If production/shipping hasn’t started, we’ll try to cancel/modify; otherwise we’ll advise options.

7) Address issues, undeliverable & stolen packages

  • Incorrect/insufficient address at checkout: customer pays reship postage.

  • Returned to sender/unclaimed: reship (postage charged) or refund minus original shipping for eligible items.

  • Marked “delivered” but not received: check with household/neighbors and carrier; we’ll assist with a carrier inquiry. Replacements are case-by-case.

8) Refund timing

Once we approve a claim or receive your return (if required), refunds post to your original payment method within 10 business days (banks may take additional time). If 15 business days pass after our approval and you don’t see the refund, email us.

9) Consumables compliance

We don’t accept returns of opened consumables. Supplements include lot/expiry info; always read labels and use as directed.
FDA disclaimer: These statements haven’t been evaluated by the FDA. This product isn’t intended to diagnose, treat, cure, or prevent any disease.

10) Where we ship / governing law

We currently sell/ship to the United States only. This Policy is governed by U.S. law and applicable state law where TurtleCraft Studio operates.

11) About our production partners

Some items are produced/fulfilled by trusted U.S. partners. Do not ship returns to those partners—contact us first for authorization and instructions: Turtle@TurtleCraftStudio.com.