Contact Us
We’re here to help. We condensed the most common questions here, and if you need further help, just reach out.
faq
Product
Are Tortuga products sold in stores?
Tortuga products are not sold in stores.
This enables us to give you a better customer experience with better customer service -- since we know the ins and outs of our products better than a store would -- and no retail markups. Selling online, we can continue choosing high quality materials and designing the best gear for travelers not for retailers or investors.
Read more about the benefits of being an online-only store.
If you don't love your gear, you can return it unused within 30 days for a full refund excluding shipping costs. For US customers, we will even pay for the return shipping.
What is the difference between the Outbreaker Backpack and the Setout Backpack?
At $199, the Setout Backpack is a more accessible price point than the Outbreaker Backpack with just enough organization and padding. Maximize carry on requirements at the best value on the market. The Outbreaker Backpack is a fully featured carry on. It has the most organization & padding out of all of our backpacks and features pro-level materials like waterproof sailcloth and an advanced height-adjustable suspensions system.
Read more about the difference between the Outbreaker Backpack and the Setout Backpack.
Which of your travel backpacks will fit me?
The length of your torso is more important than your overall height when fitting a backpack. The Setout Backpack and Setout Divide fit torsos of approximately 17-19" while the 45L Outbreaker fits 16-20" torsos and the 35L Outbreaker fits 16-19" torsos.
If you're not using the hip belt (or choosing a backpack without a hip belt), torso length is not as important. It all depends how the bag feels on your body.
Which travel backpack should I buy?
There are a lot of factors that go into the ideal travel backpack for you -- your packing style, typical trip length, and type of travel. We created this guide to help you decide on the right carry on travel backpack for your needs.
Shipping
How much does shipping cost?
In the United States, for orders of $49 or more: FREE ground shipping.
For domestic orders of less than $49: $10 flat rate.
International shipping costs vary by region.
To estimate your costs, see all of our international shipping options.
Read our shipping page for a full explanation.
Where do you ship to?
We ship to the US (including PO Boxes and APO/FPO/DPO addresses), Canada, Australia, New Zealand, and select countries in Asia-- Hong Kong, Japan, Malaysia, Singapore, and South Korea.
For shipping to other countries, you can use a freight forwarder.
Note: Tortuga will stop accepting international (non-US) orders after December 31, 2018. We will honor return policies and warranties on all previous purchases. Read about that decision and sign up to be notified when we re-launch internationally.
Tortuga products are not currently available in Europe. For details, read our letter from the CEO.
How long does shipping take?
US Orders
Please allow 1 business day for processing and up to 5 business days for delivery. Expedited orders will be delivered according to the shipping speed that you chose at check out. Remember that even expedited orders require 1 business day to process before they can ship.
International Orders
Please allow 1 business day for order processing and approximately 6-10 business days for delivery.
Returns
What is your return policy?
If you are dissatisfied with your gear for any reason, you may return it unused, within 30 days of your purchase for a full refund excluding shipping costs.
Read our full return policy.
Guarantee
What is your warranty?
If something is wrong and is our fault, we will make it right.
That's our guarantee.
To the original owner, the Tortuga warranty guarantees against defects in materials and craftsmanship for as long as you own the product. If your product fails due to a defect, we will repair it, replace it, or refund your money (at our discretion), depending on product availability.
Here's our full warranty.
If you don't see your question above, try the full FAQ or contact us using the form on this page.
Reach Us Directly
Our hours are Mon-Fri 9am-5pm PST.
If you can't find what you're looking for in the FAQs, please contact us via the form below. Lauren or Angela will address your question within one business day.
Read more about our Guarantee, Shipping, and Return policies.