Shipping policy

Shipping Policy
Last updated: September 7, 2025

1) Order processing & fulfillment times

We sell a mix of made-to-order/partner-fulfilled items (e.g., mugs, apparel, prints) and studio-made/stocked items.

  • Made-to-order / partner-fulfilled: production typically 2–5 business days before shipment.

  • Studio-made / stocked: processing typically 1–3 business days before shipment.

  • Orders containing items from different facilities may ship in multiple packages at no extra charge; you’ll receive separate tracking emails.

Processing times exclude weekends and U.S. holidays.

2) U.S. shipping options & delivery estimates

We currently ship to U.S. addresses only.

  • Standard: typically 2–5 business days in transit after fulfillment.

  • Expedited (where available): typically 1–3 business days in transit after fulfillment.

Delivery times are estimates, not guarantees. Expedited service shortens transit time only; it does not bypass the production/processing window.

3) Shipping rates

Shipping costs are shown at checkout and are based on service level, weight, destination, and whether items ship together or separately. From time to time, we may offer flat-rate or free-shipping thresholds; any active offer will be displayed on the Site and/or at checkout. Original shipping charges are non-refundable unless we are at fault (see our Return & Refund Policy).

4) Order tracking

When each package ships, we’ll email you a shipping confirmation with a tracking number. If your order ships in multiple packages, you’ll receive tracking for each one.

5) Address accuracy; undeliverable packages

Please ensure your shipping address is complete and accurate at checkout.

  • If a package is returned to sender due to an incorrect or incomplete address, we can reship (additional postage applies) or process a refund for eligible items minus original shipping per our Return & Refund Policy.

  • We are not responsible for delays or non-delivery caused by address errors.

6) Delivery issues (lost, stolen, or marked “delivered”)

If a package is marked “delivered” but you cannot locate it, please first check with household members, neighbors, and your carrier. Contact us and we’ll help file a carrier inquiry. Replacements or refunds for packages marked delivered are handled case-by-case. For higher-value orders, consider shipping to a secure location.

7) Shipping delays

We work to meet the timeframes above, but delays can occur due to carrier disruptions, weather, peak season volume, customs holds (if/when we ship internationally), or other events outside our control. We’ll communicate material delays when we’re notified by our partners.

8) International shipping

We currently ship within the United States only. If international shipping becomes available, this page will be updated with transit estimates, duties/taxes responsibility, and any country-specific terms.

9) Risk of loss & title

Title and risk of loss pass to you upon carrier’s delivery scan to the shipping address provided at checkout.

10) Damaged or incorrect items in transit

Please inspect your order upon delivery. If an item arrives damaged or incorrect, email us within:

  • 7 calendar days for made-to-order/partner-fulfilled items and consumables, or

  • 30 days for studio-made/stocked items.

Include your order number and clear photos of the item, packaging, and shipping label. We’ll arrange a replacement, store credit, or refund per our Return & Refund Policy.

11) Questions

We’re here to help. Contact Support@TurtleCraftStudio.com (or Turtle@TurtleCraftStudio.com).

By placing an order, you agree to this Shipping Policy and our other posted policies, including the Return & Refund Policy and Terms of Service.