Tortuga products are built to last. But, stuff happens. Especially when you’re traveling around the world and living out of a backpack.
At Tortuga, we stand behind our products 100%. We guarantee against defects in materials and craftsmanship for as long as you own your bag. If your gear fails due to a defect, we will repair it, replace it, or refund your money (at our discretion), depending on product availability.
How It Works
If you have a problem, email us with a picture, and we'll do our best to fix it. We trust that you aren't trying to cheat us and hope to earn the same trust and respect from you.
When something goes wrong, we'll work together to make it right.
When you email us, 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. Tortuga is a small, founder-led team. We're free to do what's right for you.
If you have a problem, tell us. We'll fix it.
Why Bags Break
The most common failure points on bags are seams and zippers. You might think that durable material is the most important feature of a bag. And yes, the fabric is important. But it's far more likely for a seam to rip or a zipper to break.
To avoid these problems, we work with the best backpack factories in the world. We’ve manufactured in China and Vietnam and currently work with a factory that also makes Osprey bags.
Additionally, we only use best-in-class YKK zippers. YKK zippers are the best and most durable in the business.
Skimping on factories and components is short-term thinking. We're in this for the long haul. We’ve been running Tortuga for over 12 years. Spending a few more dollars per bag can make a world of difference in the materials, hardware, and craftsmanship. The investment will pay off in the long run because your backpack will last longer, you'll like it more, and you’ll tell your friends about it.
We invest that extra money to build a product that we can be proud of and that travelers like you will love.
We don't just sell Tortuga backpacks, we also carry them on our travels.
What Is Not Covered
The Worldwide Warranty covers the original owner of the product against defects in materials and craftsmanship.
The warranty does not cover damages resulting from normal wear and tear, improper use, abuse, negligence, or accident.
"Normal wear and tear" includes damage to zippers and buckles expected due to normal use over time. All fabrics are subject to fading or pilling with extended use. These are not defects.
This warranty does not cover consequential damages or losses. Tortuga products are designed to protect your gear. We are not responsible for any damage to, or loss of, the contents of your bag. This warranty is limited to Tortuga products, not anything that may be carried in them.
This warranty excludes implied warranties including, but not limited to, merchantability, or fitness for a particular purpose.
Please contact us with any questions or problems.