Frequently asked questions

Shipping

What is your shipping policy?

We offer free ground shipping (3-5 business days) for all US orders of $49 or more. For orders under $49, we offer $10 flat-rate ground shipping.

Please allow 1 business day for order processing and up to 5 business days for delivery. Most orders ship via FedEx.

Expedited orders will be delivered according to the shipping speed that you choose at checkout. Remember that even expedited orders require 1 business day to process before they can ship.

Orders to PO boxes, military addresses, and US territories will ship via USPS and may require longer shipping times. We cannot guarantee delivery dates on orders to military addresses.

Do you ship internationally?

No, we do not currently ship outside of the US. For international shipments, you can use a freight forwarder. 

Forwarding services give you a US address to use when ordering from online stores like ours. After you make a purchase using that US address, the forwarding company will receive your package then forward it to you. During checkout, you will need to use the US shipping address as your billing address.

Forwarding Services: MyUSQwintry.

To estimate shipping costs, the forwarding service will need to know the size and weight of the package. Use the shipping weight and box dimensions below.

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.

We will cover the cost of return shipping for orders being returned from within the US.

If you purchased a bundle (a backpack and accessories that resulted in a discount) email us with your order number and the items you wish to return to start the return process. If you return part of a bundle, your refund will be prorated based on the items that you are keeping.

If you did not purchase a bundle, you can start a return using our self-service returns center.

Gift cards are final sale, but they never expire. You may return any products you purchase with your gift card per our normal policy for credit back to your gift card.

If you paid for shipping on your order (expedited shipping or a purchase under $49), we cannot refund your shipping costs.

Guarantee

What is your warranty?

The Common Decency Guarantee

If you have a problem, let us know, and we'll do our best to fix it. We trust that you aren't trying to cheat us. We hope to earn the same trust and respect from you. When something is wrong, we'll work together to make it right.

When you email us with a question or problem, you'll get a prompt response from a member of our Concierge Team who has the authority and ability to fix your problem.

You won't get the runaround. You'll get help.

We aren't hamstrung by layers of management and bureaucracy. We're free to do what's right for you. If you have a problem, tell us. We'll fix it.

Can I get my gear repaired?

Repairs in the US (or outside of Europe)

For repairs outside of Europe, we've partnered with Rainy Pass Repair in Seattle, WA. For repairs not covered by our Common Decency Guarantee, please follow the steps below.

  1. Contact Rainy Pass Repair for a free estimate and to ensure that they can fix your backpack.
  2. Fill out a repair form.
  3. Prepare your backpack for repair. Empty all pockets and clean it by following the care instructions. Mark the damaged areas with masking tape.
  4. Mail your backpack and the repair form to Rainy Pass Repair at the address below.

Rainy Pass Repair, Inc.
4415 Stone Way North
Seattle, WA 98103

1-888-747-7867
repair@rainypass.com

If you have any questions about this process, feel free to email us.

Repairs in Europe

For repairs within Europe, we've partnered with Scottish Mountain Gear in Edinburgh, Scotland. For repairs not covered by our Common Decency Guarantee, please follow the steps below.

  1. Fill out the repair booking form. (For "Manufacturer" select "other" and then list Tortuga in the model description along with the model. Ex: Tortuga Outbreaker Backpack 45L).
  2. If you'd like for them to contact you with a quote for repair first, please check the box at the bottom of the form.
  3. Prepare your backpack for repair. Empty all pockets and clean it by following the care instructions. Mark the damaged areas with masking tape.
  4. Scottish Mountain Gear will provide you with a copy of the online repair booking form as well as an address label for shipping.

If you have any questions about this process, feel free to email us.

How do I clean and care for my gear?

We recommend hand washing all Tortuga products. Never wash them in a washing machine.

For general cleaning, spot clean your backpack with mild soap and water then allow your bag to air dry.

Other

Are your backpacks sold in stores?

No, Tortuga products are not sold in stores. Try your bag on at home and do a test pack with our Home Try On Program.

If you don't love your gear, you can return it unused within 30 days for a full refund.

Do you offer any discounts?

Yes, Tortuga offers exclusive coupon codes to students, educators, humanitarian volunteers, first responders, active military personnel, and veterans.

Discounts are valid for all regularly priced products. Last Call products currently on sale are not eligible for additional discounts.

If you qualify, contact us for your coupon code. Please include verification by using your official email account or including ID or other documentation.

Students and educators, please note that verification will only be valid by using your official school email account.

Even if you don’t qualify for the above coupons, you can still save money by bundling accessories with your travel backpack. Your bundle discount will be applied automatically at checkout.

 

 

If you have any questions not answered here, email us.