Return & Exchange Policy

Below are our standard policies. That said, if you think your circumstance merits an exception, please contact us at help@turtlebackcase.com (or click on the green “help” flag on the bottom left) and let us know.

RETURN POLICY

If for whatever reason, you no longer want your product, you may return it to us for a refund. 

Time Frame

  • 90 Day Return Policy from time of purchase. After the 90 day period, the customer is not eligible for a refund.
  • Refund Credits take 3 to 4 business days.  Orders over $1000 can take 1-2 weeks to refund.

Refunds & Restocking Fee

Cost of Merchandise is refunded only. Paid shipping is not refundable. All orders over $500.00 will incur a 20% restocking fee after 24 hours from the time your order was placed.

Process:

  • Please include the order number or our packing slip
  • All returned items must be in their original packaging and in unused/excellent new condition.
  • As we provide free standard shipping to you, we do not offer prepaid return labels unless we made a mistake. We found that USPS offers the cheapest rates for tracked shipments.
  • Please return all products to:
    Turtleback Returns:
    12900 Bradley Ave
    Sylmar, CA 91342

EXCHANGES

  • Option 1 (DIY): Return the product and purchase the item you’d like. Follow our return policy above.
  • Option 2 (with our help): Call +1-855-915-0005 or email us at help@turtlebackcase.com and request for an exchange.  Please include your order number and the product you want or the dimensions of your phone/phone model so we can find the right product for you.  We will coordinate the exchange for you.

CANCELLATIONS

Our last shipment leaves around 12PM PST. Once the product leaves our warehouse, we won’t be able to cancel your order . After your product ships, you’ll have to wait for it to arrive and follow our return process.

 

DEFECTIVE PRODUCTS WARRANTY

One Year Warranty from date of purchase.