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Shipping & Returns

At My Turtle Store, 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. 

Orders will only be shipped when temperatures at the delivery location are below 95°F and above 40°F to ensure the safety of the animals, and shipping is subject to weather conditions.

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 My Turtle Store 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 My Turtle Store 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. All turtles and tortoise purchased from Mt Turtle Store qualify for the Arrive Alive Guarantee. 
    • 7-Day Health Guarantee: Covers your animal’s health for 7 days post-delivery when proper care guidelines are followed. B-Grade turtles and tortoise are not eligible for our 7-Day Health Guarantee. 

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. 

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 through Wednesday via UPS Ground, 2-Day, or Next Day service to minimize transit time and reduce the risk of animals remaining in transit over the weekend.

Order Cutoff Times:

  • Ground & 2-Day Shipping: Orders placed after 3:00 PM EST on Wednesday through Sunday will be processed for shipment beginning the following Monday.
  • Next Day Shipping: Orders may be processed through 3:00 PM EST on Thursday. Orders placed after this cutoff will be processed beginning the following Monday.

These shipping schedules are designed to prioritize the health and safety of our animals and reduce the possibility of weekend delays.

Due to increased weekend shipping volume and limited delivery schedules, UPS cannot guarantee weekend delivery of live animal shipments unless "Saturday Delivery" service is specifically purchased and available for the destination.

My Turtle Store is not financially responsible for carrier delays or UPS's failure to deliver a package within the estimated timeframe associated with the selected shipping service. If UPS fails to deliver your order on time, any claim regarding the shipping delay must be submitted directly to UPS by the customer.

Merchandise Orders

Merchandise is shipped Monday–Friday using UPS, FedEx, or USPS 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 fixed rates based on our carrier’s pricing. While changes are uncommon, My Turtle Store reserves the right to adjust these fees at any time.

Live Animal Shipping Terms & Conditions

All live animal orders are shipped exclusively through UPS or FedEx. Depending on the animal, destination, weather conditions, and service availability, we may utilize the following shipping services:

  • UPS or FedEx Ground
  • UPS or FedEx 2-Day
  • UPS or FedEx Next Day Air/Overnight

We do not ship live animals through the United States Postal Service (USPS).

By placing an order containing a live animal, you acknowledge and agree that My Turtle Store may select either UPS or FedEx as the carrier based on service availability and the safest and most appropriate shipping option for your order.

If your order requires a shipping-method change or upgrade, please contact us at CustomerCare@myturtlestore.com for assistance.

All live animal shipments remain subject to My Turtle Store's weather-hold policies, shipping schedules, species-specific shipping requirements, and other applicable Live Animal Terms & Conditions.

Weather Holds

At My Turtle Store, the health and safety of our turtles and tortoises always come first. Because these animals are ectothermic (cold-blooded), they rely on external temperatures to regulate their body temperature. Exposure to extreme heat or cold—especially for extended periods during transit—can significantly increase the risk of stress, illness, or death.

Due to changing weather conditions and increased temperatures across the country, we have implemented more stringent weather-hold requirements for all live animal shipments.

Cold Weather Holds

We do not ship live animals to any location where the forecasted high temperature is below 40°F.

Orders will automatically be placed on a Weather Hold at no additional cost and released once temperatures return to a safe shipping range.

Hot Weather Holds

Our hot-weather shipping requirements are based on the shipping method selected:

  • 2-Day Shipping: We do not ship when forecasted temperatures at the destination exceed 90°F.
  • Next Day Shipping: May be used when forecasted temperatures are between 91°F and 95°F.
  • Above 95°F: We do not ship live animals, including via Next Day Shipping. The order will remain on Weather Hold until temperatures improve.

Customers whose 2-Day orders are being held because temperatures are between 91°F and 95°F may choose to upgrade to Next Day Shipping to avoid waiting for cooler weather.

Upgrade from 2-Day to Next Day Shipping

How Weather Holds Work

To help ensure your animal arrives healthy and safely:

  • We monitor forecasted temperatures at your shipping destination.
  • Orders that fall outside our safe shipping temperature guidelines are automatically placed on Weather Hold at no additional cost.
  • We continue monitoring weather conditions and will ship your order as soon as temperatures fall within the safe range for your selected shipping method.
  • Weather Holds are intended to protect your animal during transit and may delay your originally anticipated shipping date.

We understand how exciting it is to receive your new turtle or tortoise and appreciate your patience when a Weather Hold is necessary. The safety of the animal will always take priority over shipping speed.

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.
    • All documentation requestd by the My Turtle Sotre Customer Care Team was provided within 3 business days of dleivery. 
    • The package was accepted on the first delivery attempt.

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 My Turtle Store. Thank you for choosing us!

 

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