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 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 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.

  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?

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

If you qualify, you can self-verify your status and get your personal coupon code on our Discount Codes page.

Peace Corps volunteers, please contact us with documentation of your program to get your coupon code.

(Please note that these discounts cannot be combined with other coupons or offers. Last Call and other on sale products are not eligible for additional discounts.)

If you don’t qualify, you can still save money by bundling accessories with your bag. Your bundle discount will be applied automatically at checkout.