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Orders will only be shipped when temperatures at the delivery location are above 40°F to ensure the safety of the animals, and shipping is subject to weather conditions. We deeply appreciate your patience and understanding! 

Shipping & Returns

At MyTurtleStore.com, customer satisfaction and the health of our animals are our top priorities. Below, you’ll find our streamlined shipping and return policies to ensure you have a smooth experience.

We only ship live animals within the contiguous US. Unfortunately, we do not ship internationally or to Alaska and Hawaii. 

Merchandise Returns

We gladly accept returns for merchandise under the following terms:

  • Within 14 Days: Refunds are issued to your original payment method.
  • 15–30 Days: Refunds are issued as a MyTurtleStore.com store credit.
  • 30+ Days: Refunds will no longer be issued. 
  • Non-Refundable: Purchases of gift cards and gift certificates are final.

Steps for Returning Merchandise:

  1. Log into your MyTurtleStore.com account and locate your original order.
  2. Print a copy of your order slip and request a Return Merchandise Authorization (RMA) Number through the “Return Request” tab.
  3. Write the RMA Number on the package and send the item(s), including all original packaging and accessories, to:

My Turtle Store USA, LLC

6821 Industrial Ave.

Port Richey, FL 34668

Important Notes:

  • Returns must be shipped via a carrier that provides tracking (e.g., UPS, FedEx, USPS). We are not responsible for lost shipments.
  • Returns must arrive unused and in good condition. 
  • Allow 3–5 business days for return processing and 10 business days for refunds to reflect on your account (varies by bank).
  • Returns due to defects, damage, or errors on our part will qualify for a full refund or free replacement.
  • Other returns are subject to a 20% restocking fee, and shipping costs are non-refundable.

Animal Returns

Due to federal regulations, live animal returns are not accepted. However, we stand behind the quality and health of our turtles with:

  • Arrive Alive/24-Hour Guarantee: Ensures your turtle arrives safely and alive.
  • 7-Day Health Guarantee: Covers your animal’s health for 7 days post-delivery when proper care guidelines are followed.

For any issues with your animal, you must notify us via email at CustomerCare@myturtlestore.com within 24 hours of delivery using the UPS timestamp as proof. A detailed guarantee document is included with every animal shipment.

Order Cancellation Policy

We process orders quickly to ensure prompt delivery:

  • Cancellation requests must be made within 24 hours of placing your order.
  • A 20% cancellation fee applies to all canceled orders.
  • Orders for live animals cannot be canceled once placed due to the preparation process required.

Shipping Information

Live Animal Orders

Live animals are shipped Monday–Wednesday only via 2-Day or Next-Day UPS Air Service to minimize transit time. All orders placed after 10 AM EST on Wednesday to end of day Sunday will not be processed and shipped until the following Monday. This policy helps us prioritize the health and safety of the animals during the shipping process. Additionally, due to increased shipping volume over the weekend, UPS cannot guarantee delivery times for live animals during this period without an additional fee (Saturday Delivery). MyTurtleStore.com is not financially responsible for UPS’s failure to deliver your order on time. If UPS fails to deliver your order on time, per your selected delivery method, a claim must be submitted by the customer with UPS. 

Merchandise Orders

Merchandise is shipped Monday–Friday using UPS Ground. Orders are processed within 1-2 business days but may take up to 4-5 business days during peak times.

Shipping Costs

Shipping fees are calculated based on total weight and service method and are displayed before completing your order. These rates are subject to change and are at the sole discretion of MyTurtleStore.com. 

Live Animal Shipping Terms & Conditions

 All live animal orders must be shipped via UPS Air Services. No order will be shipped out using US or UPS Ground. You agree that any order placed that contains a live animal will only be shipped via UPS Air Services and that if you place an order that contains a live animal and select U.S Mail or UPS Ground services your order will be placed on hold and not shipped until you upgrade your shipping method to UPS Air Services. You also agree that if you do select US or UPS Ground services as your shipping you will contact us at CustomerCare@myturtlestore.com for directions on how to upgrade your shipping to UPS Air Services. You agree and understand that no order maybe cancelled or refunded due to you selecting the wrong shipping service.

Arrive Alive/24-Hour Guarantee

In the rare event your animal does not arrive alive or dies within the first 24 hours of receiving it, we will issue a store credit for the purchase price of the turtle in addition to the shipping cost under these conditions only:

  • A return request was submitted via our website within 24 hours of delivery.
  • The package was accepted on the first delivery attempt.
  • The animal was shipped via UPS Air Service 2-Day or Next Day.

Contact Us

For questions about returns, shipping, or guarantees, email us at CustomerCare@myturtlestore.com.

We’re here to ensure you have a positive experience with MyTurtleStore.com. Thank you for choosing us!