Common Questions

Below you will find answers to common questions about your order:


1. My Order Status Says: "Shipping Upgrade Needed" 

Answer: When placing the order with live animals in it you must have selected ground or mail shipping. You will need to upgrade your shipping before your order can be shipped out. Here is a link to upgrade your shipping: 


2. Where is my tracking number?

Answer: 1. Log in to your account, "Top right side of website." 2. Once logged into your account "Click on "My Account" top left side of website. 3. Scroll down to "View Order Status" and click on it. 4. Scroll down to your order, and click on  "View Order Details" to right of order number. 5. Once you are viewing order details, "Scroll down till you see your tracking number. 6. Copy the tracking number and paste it in the search bar on google and hit enter.


3. How do i contact you at My Turtle Store?

Answer: Due to covid 19 we are working remotely and have very limited access to our phone system. The best way to reach us is via e-mail. Send your e-mail with your information in it "Name, Order Number, Question " To: