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. 

All live animal shipments are subject to weather conditions at the delivery destination. Depending on the forecasted high temperature, orders may qualify for standard shipping, require Next Day Shipping, or be placed on a Weather Hold until conditions improve. Please refer to our Weather Holds policy below for specific temperature restrictions.

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. 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

    All turtles and tortoises purchased from My Turtle Store are eligible for our Arrive Alive/24-Hour Guarantee, subject to the claim requirements outlined below.

    If an animal arrives deceased or dies within 24 hours of delivery, qualifying claims will receive store credit for the animal's purchase price and applicable shipping charges.

    To qualify:

    • A claim must be submitted through our website within 24 hours of delivery.

    • All documentation requested by our Customer Care Team must be provided within three business days of delivery.

    • The package must have been accepted on the first delivery attempt.

  • 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.

• Merchandise Orders: Cancellation requests must be submitted within 24 hours of placing an order.

• Cancellation Fee: Approved cancellations are subject to a 20% cancellation fee.

• Live Animal Orders: Orders containing live animals cannot be canceled once placed due to the preparation and care processes 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 2:00 PM EST on Wednesday through Sunday will be processed for shipment beginning the following Monday.
• Next Day Shipping: Orders may be processed through 2:00 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 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 Ground
• UPS or FedEx 2-Day
• UPS Next Day Air

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.

Cold Weather Holds

Our cold-weather shipping requirements are based on the forecasted high temperature at the destination:

• Below 38°F: Weather Hold. We do not ship live animals until temperatures improve.

• 38°F–45°F: Next Day Shipping only.

Customers whose 2-Day orders are being held due to temperatures between 38°F and 45°F may choose to upgrade to Next Day Shipping to avoid waiting for warmer weather.

Hot Weather Holds

Our hot-weather shipping requirements are based on the forecasted high temperature at the destination:

• 91°F–95°F: Next Day Shipping only.

• Above 95°F: Weather Hold. We do not ship live animals 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.

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!