Refund policy

Packturtle.com Returns & Exchanges

We hope you are always satisfied with products purchased at packturtle.com and we are committed to your happiness! We understand if something may not be right with an order and we are always here to make it right. If you need to return an item to us, you have 30 days from receipt of your order to ship the item back for a refund or replacement (subject to product availability).

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, complete our Right of Withdrawal form before the 14-day period expires. Once confirmed, our team will be in touch within 1–2 business days with return instructions.

You are responsible for the cost of return shipping. All returned items are subject to inspection upon receipt. We reserve the right to deduct from your refund an amount reflecting any diminished value resulting from handling beyond what is necessary to inspect the item — including, but not limited to, opened packaging, missing contents, or substituted contents. In cases of significant tampering or alteration, this deduction may equal the full purchase price.

Questions about the EU Right of Withdrawal? Contact us at help@packturtle.com.

Returns — United States and All Other Regions

To be eligible for a return, your item must be in the same condition that you received it, complete, unworn, or unused, with tags, and in its original sealed packaging (if applicable).

To start a return, you can go to your account HERE or contact us at help@packturtle.com. There is also an account login at the top of the page next to the search bar. In your orders, you have the option to return items. There is also a note section where you can put in details or request an exchange for something else. If you email us, let us know your order number and the item you would like to return or exchange. We'll send you instructions on how to return your item. If there is nothing wrong with your item and you simply change your mind, you may return the item, and the applicable return shipping costs and fees will be deducted from your refund. Original shipping costs are non-refundable.

We will email you a return label that you can print. If you plan to provide the return shipping label yourself, please send it by trackable carriers and email the tracking number to us. Items sent back to us without first submitting a return through your account HERE or contacting us will not be accepted.

Damages and Issues

We inspect all shipments for accuracy and all items for damage prior to shipment. Please inspect your order upon reception and contact us or start a return in your account HERE if the item is defective, damaged, or if you receive the wrong item or the item is misrepresented in the ad in some way.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on worn clothing, products that have had the packaging opened, donations or gift cards. Some of our pre-order items are considered special orders and may have a cancellation or restock fee associated with them. This will be clearly shown in the product description.

*If you place a preorder for multiple quantities of the same item or special order item and decide to cancel, a 15% restocking fee will be charged. Repeatedly cancelling preorders can also limit your ability to place future orders with us.*

Exchanges

We would be happy to make an exchange for you instead of a refund if the item is in stock.

Refunds

We will notify you once we've received and inspected your return. Once approved, you'll be automatically refunded on your original payment method. Refunds will include the item(s) original purchase price and tax minus the cost of your return shipping label. Original shipping costs are non-refundable. Return shipping costs are covered by Pack Turtle in the event there are damages or other issues as described in the "Damages and Issues" section above. Please remember it can take some time for your bank or credit card company to process and post the refund.

Preorder Returns and Refunds

For preorders paid via PayPal:

  • If a return or refund request is made within 180 days of the transaction, a standard refund will be issued through PayPal.

  • If a return or refund request is made after 180 days, PayPal's refund policy no longer allows us to process a direct refund. In these cases, we will issue either:

    • A store credit, or

    • An exchange for another item of your choice.

Feel free to email us for questions regarding returns at help@packturtle.com. We are also available by phone at 1-888-382-3967.

Phone is available Mon-Fri 10-5 and Sat 10-1 EST.

* Updated 06/16/2026 *