Frequently Asked Questions
General
Shipping
What is your shipping policy?
Please read the Shipping page for details, prices, and timelines.
Where do you ship to?
We ship within the United States including PO Boxes, US territories, and APO/FPO addresses.
We plan to ship to other regions when we can provide a localized experience with fast shipping and lower shipping and customs fees. Sign up to be notified when we ship internationally.
View our Shipping page for more details.
How long does shipping take?
Please allow 1 business day for processing plus 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.
Shipping to Alaska, Hawaii, US territories, and APO/FPO addresses can take up to 15 business days.
What if my package is lost?
If your tracking number shows that your order has been delivered, but you haven't received the order, contact the shipping carrier that delivered your order. The carrier may still have your package on the truck or may have mis-delivered the package.Contacting them directly means they'll be able to make arrangements for you to receive your order.If the shipping carrier asks you to file a claim, contact us with your claim number. Our Concierge team will then be able to file an inquiry with our warehouse and queue up a replacement order for you.
How do freight forwarders work?
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 provided by the freight forwarder as your billing address.
Returns
What is your return policy?
If you don't love your new gear, you may return it unused, within 30 days of the shipping date of your purchase for a refund, exchange, or store credit.
Exchanges
For exchanges, start a return then select Shop Now. You'll receive store credit to make your new purchase.
Exchanges and store credits are not charged a return shipping or restocking fee.
Returns
Refunded returns will be charged a flat, $15 return shipping and restocking fee.
When we receive your return and confirm that it's in as-new condition, we'll refund your purchase minus the return shipping and restocking fee. Please allow 5-10 business days from the date we receive your return for processing. Refunds will be issued to your original form of payment.
Note: We do not refund shipping costs.
Gift cards are final sale. Gift cards never expire, and you may return any products you purchase with your gift card per our normal policy for credit back to your gift card.
Visit our Returns page for more information.
Can I return part of a bundle?
Yes, you can return part of a bundle. Your refund will be prorated based on which items you return.
Visit our Returns page for more information.
Warranty
What is your warranty?
If something is wrong and is our fault, we will make it right.
That's our guarantee.
Tortuga is a small business. We live and die by our reputation. If you have a great experience with a Tortuga product, we're both happy.
All of our products are built to last. However, stuff happens.
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.
Tortuga was founded in 2010 by two travel lovers who have been friends since childhood. We—Fred and Jeremy—grew up together just north of Pittsburgh. We created our first product to "scratch our own itch." We couldn't find the perfect travel backpack; so we made it.
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.Now, to make the lawyers happy (or at least as happy as lawyers get), read the full Worldwide Warranty.
How do I get my bag repaired?
We've partnered with Rainy Pass Repair in Seattle, WA for repairs.
For repairs covered by our Worldwide Warranty, contact us.
Otherwise, follow the steps below.
- Contact Rainy Pass Repair for a free estimate and to ensure that they can fix your backpack.
- Fill out a repair form.
- Prepare your backpack for repair. Empty all pockets and clean it by following the care instructions. Mark the damaged areas with masking tape.
- 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
Other
Are your products sold in stores?
No, Tortuga products are not sold in stores. But you can return your bag if it's not a fit for you.
Selling directly to you via our website allows us to provide better service and support without traditional retail markups.
Do you offer any discounts?
Yes, Tortuga offers exclusive coupon codes to military personnel and students.
If you qualify, you can verify your eligibility and get your personal coupon code via Verify Pass.
If you don’t qualify, you can still save money by bundling accessories with your backpack. You can shop all of our bundles here.