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, not by our advertising budget. 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 fix it as best we can. We trust that you aren't trying to screw us over and hope to earn the same trust and respect from you. When something is wrong, we'll work together to make it right.
Many of our competitors are owned by huge corporations. VF, a $12 billion corporation, owns The North Face, Eagle Creek, JanSport, and Eastpak. Their website is filled with hollow corporate speak and stock photos.
Tortuga is a small company founded by two travel lovers who have been friends since childhood. We (Fred and Jeremy) grew up together just north of Pittsburgh. We've seen the world and are hungry for more. We built our first product to "scratch our own itch" for the perfect travel backpack.
When you email us with a question or problem, you'll get a prompt response from one of our Concierges who have the authority to fix your problem.
You won't get the runaround. You'll get help.
We aren't hamstrung by layers of management and rules. 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), here are the full details.
Returns
When your order arrives, take it out of the box, check it out, load it up, try it on. Backpacks can get flattened in the shipping process. Making them smaller means they are cheaper to ship (that's good for you), but they may look flat on arrival. People are often surprised by how much they can fit in their backpack when they do a test pack.
Test your bag the same way that you would try out a new pair of shoes. Try it on at home but don't take it outside, or get it dirty, until you're sure that it's the right bag for you. Make sure the fit is right. Do a test pack to see if you can bring everything you need for your trip.
If you decide that the bag isn't right for you, return it following these instructions.
Our Warranty
To the original owner, the Tortuga warranty guarantees against defects in materials and craftsmanship for as long as you own the product. If your product fails due to a defect, we will repair it, replace it, or refund your money (at our discretion), depending on product availability.
Defects are uncommon and are typically found in the first few uses of your product. If something is wrong, you'll realize it pretty quickly.
Tortuga products are durable but not immortal. Sadly, nothing lasts forever.
Think of how fragile an iPhone is. Then remember that iPhones are made by robots. With lasers. Backpacks are sewn. By humans. On sewing machines. Without lasers.
Most travelers replace their luggage every few years. Barring a defect as mentioned above, your Tortuga will easily handle all of your adventures during that time.
Why Bags Break
The most common point of failure on a bag is the zipper. That's why we use YKK zippers; widely accepted as the best in the business.
Another common failure point is the fasteners. That's why we use Duraflex buckles. You'll hear a satisfying 'click' when you buckle up your bag.
If you've had problems with backpacks in the past, the manufacturer probably tried to save a few pennies on zippers and buckles. Most people don't notice shoddy build quality, or cheap components, until something breaks. By then, your warranty has expired, and you can't return your bag. The corporate bad guys have won.
Skimping on components is short-term thinking. We're in this for the long haul. Spending a few more dollars to make each bag will result in a better product. That investment will pay off in the long run because you will love your Tortuga backpack and will tell your friends about it. We spend the money to build a product that we can be proud of and that travelers will love. We don't just sell backpacks, we carry them on every trip we take.
What is Not Covered
The Tortuga warranty does not cover damages resulting from normal wear and tear, improper use, abuse, negligence, or accident. "Normal wear and tear" includes the damage to zippers and buckles that is expected due to normal use over time. All fabrics are subject to fading, tearing, or pilling with extended use. These are not defects.
Even the most durable products will need replaced eventually. For these cases, we have partnered with Rainy Pass Repair and Scottish Mountain Gear so that you can send your bag to an expert for any necessary repairs.
This warranty does not cover consequential damages or losses. Tortuga products are designed to protect your gear, but 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.
