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Frequently Asked Questions

Here we've compiled the common questions we receive and some other tidbits of information you might be interested in. Just choose your question, and you'll be taken directly to the right answer. If your question is not listed on this page, email or call to our Customer Care Center for assistance. 

 

Where is sizing and fit information?

      • Please visit our SIZING INFO page for details about garment sizing and fit options.

    How long until I receive my order?

      What is your return/exchange policy?

      Do you offer hemming on pants and trousers?

        • Short answer: no
        • Long answer: At Turtleson we understand that fit is of the utmost importance to our customers. Despite the popular belief that hemming is a simple procedure that relies only upon inseam and personal taste, it is a far more complex procedure. Proper hemming requires each tailor to consider several of your measurements, your fit preferences, personal shoe lift, and individual fabric type. Only then can they individually determine the proper hemming length and technique to be applied. Due to those very personal factors, it is not possible for us to provide the top-quality hemming you deserve. We recommend that you discuss your best fit with a local tailor of your choice. 

      Can I return an item that I received as a gift?

          • If you wish to return an item that you received as a gift, and do not wish to use the gift-giver as the processor, we can still help you out. Instead of a refund, we will gladly offer an exchange of goods as long as the product conforms to our regular returns rules. To begin this process, call or email our Customer Service center and we would be happy to help you out.

          How much is shipping/handling at Turtleson?

            How can I be removed from your mailing list?

                • If you wish to stop receiving Turtleson emails, use the unsubscribe button offered at the bottom of every email we send. You are also welcome to let us know by emailing direct to customercare@turtleson.com or by calling us toll-free at 1-877-408-8353.

                What is your price adjustment policy?

                    • At Turtleson, it is our policy not to give price adjustments for items purchased prior to our Seasonal Sales. It is our belief that prior to the sale, customers are able to shop our full selection of product styles and sizes to ensure they are able to get the exact items they wish to purchase. At sale time there is no guarantee that all styles and sizes will be available or on sale.

                    Do you ship internationally?

                        • Turtleson offers best rate worldwide shipping to our international customers. Our order processing system will calculate order total and shipping fees for immediate payment. The Turtleson processing system does NOT calculate for your local taxes, import fees, tariffs, VAT, or other country based fees. You will still be responsible for these costs beyond the original Turtleson order. 

                        Can I order by phone/fax?

                            • Retail orders are quick and easy through our online shopping options. If you prefer to order offline, you may contact our Customer Care Cetner at 1-877-408-8353.
                            • Wholesale accounts can contact us at 423-217-4950.
                              By fax at 770-667-5434.

                            Redeeming Gift Certificates Online?

                                • You can redeem Turtleson gift cards easily online. Simply begin the checkout process as normal and enter your gift card info in the "Coupon Code" section of the shopping cart page.  Gift Card payments can not be combined with a coupon code. Only one discount, coupon, or gift card may be applied to each order.

                                What is your privacy policy? 

                                   

                                   

                                   

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