Frequently Asked Questions

General

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.

Where do you ship to?

We ship within the United States including PO Boxes, US territories, and APO/FPO/DPO 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 full shipping policy here.

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.

FedEx does not include Saturdays or Sundays in expedited shipping options.

Shipments to PO boxes and to APO/FPO/DPO addresses may require longer shipping times. We cannot guarantee delivery dates on orders to military addresses.

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 who 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 ship it to you. During checkout, you will need to use the US shipping address as your billing address.

Forwarding Services:  MyUS, BundleBox, Qwintry

If you know  of a forwarding service that we should add to the above list, let us know.

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

Use the numbers below to find the correct shipping specs for each product.

Shipping Weight (lbs) Box Dimensions (in)
Outbreaker Backpack 35L 5.95 lbs
22 x 14 x 4"
Outbreaker Backpack 45L 6.45 lbs 22 x 14 x 4"
Outbreaker Daypack 2.05 lbs 14 x 11 x 5"
Outbreaker Packing Cubes 1.45 lbs
14 x 11 x 5"
 

Returns

What is your return policy?

If you are dissatisfied with your purchase for any reason, you may return it unused, within 30 days of your purchase for a full refund.

Return shipping is free for returns 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 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 and 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 to receive your order (for expedited delivery or purchases under $49), we cannot refund that as that has already been paid to the shipping carrier for you to receive your order.

Can I return part of a bundle?

Yes, you can return part of a bundle. However, the bundle discount will no longer apply, and you will charged full price for the items you keep.

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 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 warranty, contact us.

Otherwise, 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

 

Other

Are your products sold in stores?

No, Tortuga products are not sold in stores.

Selling directly to you via our website allows us to provide better service and support without retail markups.

Since you can't "try before you buy" when shopping online, we offer a Home Try-On Program.

Do you offer any discounts?

Tortuga offers discounts to students, educators, humanitarian volunteers, Peace Corps volunteers, first responders, active military personnel, and veterans.

Contact us for your discount. Please include verification by using your official email account or including ID or other documentation (with any confidential information hidden).

Students & Educators: Verification will only be valid by using your official school email account.

Please Note: Discounts are valid for all regularly priced items and cannot be combined with other discounts including luggage bundles.