Shipping & Returns
Many of the products available on this website are delivered via a freight carrier. These type of deliveries require a delivery appointment to assist with the unloading of goods, along with inspecting and signing for the delivery. When the shipment arrives near your location, you will be contacted by the carrier to arrange a delivery appointment. While the carrier may allow some flexibility in appointment times, lengthy delays in appointments may result in storage fees. Tortuga Outdoor is not responsible for such fees.
The carrier will deliver as close to your property line (curbside) as is accessible to the vehicle. Many deliveries will include liftgate services to assist with offloading the pallet from the truck. The driver is under no obligation to assist with the unloading of the shipment; therefore, it is recommended that you have one or more assistants to help unload the delivery. While the total weight of such products may be very heavy, the product is divided into boxes that are more manageable by 1-2 people. In a case of a delivery that does not include liftgate service, you will be given a reasonable amount of time to complete the offloading of the shipment, typically 15-30 minutes.
Merchandise is shipped F.O.B. shipping point. It is very important that you thoroughly inspect the merchandise for any damages that may have occurred during transport. ANY damages that are discovered must be notated on the bill of lading/delivery receipt that you sign. Have the driver initial any damage report and be sure to obtain a copy of this delivery document. Failure to document any transportation-related damage may result in delays or even the inability for us to send you replacement parts. Returned products are subject to return shipping fees, restocking fees and/or original shipping fees.
We will only accept a return if you contact us within 14 days of delivery. Please note when electing to return an item, actual round trip freight charges will be deducted from your refund. Round trip freight charges include actual outgoing as well as inbound shipping cost on promotionally reduced or free shipping items. In order to properly return the item, it must be in new, unused, and unassembled condition, securely packaged inside its original packaging. All shipping back to our warehouse facility is your responsibility, which includes the arrangement of the pick-up and delivery for any items being returned.
If you are claiming damages in shipping you must note such damages with the actual shipping company.
Please note special or custom order fabrics are not returnable. Upon receipt of merchandise in good condition at our warehouse, your refund will be processed.
No additional charges should be presented to you at the time of delivery. However, you may request additional services of the carrier (two-man delivery, inside delivery, liftgate or address change) once the carrier contacts you. These services may involve additional charges and are not the responsibility of Tortuga Outdoor.
For All Delivery Types
Tortuga Outdoor is not responsible for deliveries that are misdirected due to an incorrect shipping address, including any fees incurred from misdirected deliveries. If a shipment cannot be delivered successfully as a result of invalid shipping address, or if no one is available to accept/sign for the delivery after an extended period of time, the carrier may need to return the shipment to our warehouse. If this should occur, after a reasonable attempt has been made to make these arrangements with the recipient, a refund for the purchase will be provided, minus all shipping fees.
While Tortuga Outdoor works closely with its carriers to assure timely shipment of your order, delivery times are NOT guaranteed, and various factors can impact the carrier's ability to deliver within the expected time frame. These factors include:
- your location in relation to our warehouse
- the carrier
- other unforeseen events that may delay shipping time