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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! 

Turtle and Tortoise Health Guarantee

At MyTurtleStore.com, we take pride in offering one of the strongest health guarantees in the industry. With over 40 years of combined experience caring for turtles and tortoises, we’re confident in the quality of our animals.

We back the health of all turtles and tortoises with an Arrive Alive or 7-Day Health Guarantee. While many other reptile websites offer limited or no guarantees, we stand behind our commitment to your satisfaction and the well-being of your animal.

Our Health Guarantees

  • Arrive Alive: If your turtle or tortoise arrives deceased or passes away within 24 hours of delivery, we will issue a refund in the form of store credit covering the purchase price of the animal plus shipping and handling costs.
  • 7-Day: If your turtle or tortoise passes away within 7 days of delivery, we will issue a refund in the form of store credit for the purchase price of the animal only.

Note: To receive credit for shipping and handling, an Arrive Alive Health Guarantee claim must be submitted within 24 hours of delivery, no exceptions.

How to File a Health Guarantee Claim:

Do not mail or ship the animal back to us!

To submit a health guarantee claim, please follow these steps carefully:

  1. Log in to your account at the top right of the website.
  2. Navigate to the “Completed” section on the left-hand side of your account page.
  3. Locate your order and click “Return Items” (do not click “View Order Details”).
  4. Select the item, quantity, and reason for return.
  5. Submit your return request.
  6. Do not dispose of the animal until your claim has been authorized. You will be required to provide clear photos of the animal as part of the 2nd step of the claim process. 
  7. After your claim has been authorized, you will receive a secondary email from AfterShip. This email will contain instructions and a link you will use to complete the refund in the form of store credit process.

Both steps of the claim process MUST be done for store credit to be applied to your account.  

Important Notes

  • Claims submitted via email or phone cannot be accepted due to time-sensitive restrictions.
  • If your animal arrives dead, a return request must be submitted via the website within 24 hours of delivery to receive credit for shipping costs.
  • Failure to follow the outlined steps may result in denial of your claim.
  • Store credit related to health guarantee claims may only be used to reorder live animal(s). It cannot be used on product or supplies only. 

We understand how important these animals are to you, and we are here to support you every step of the way. If you have any questions about the health guarantees we offer or claim process, please contact our Customer Care Team for assistance at either CustomerCare@myturtlestore.com or (656) 777-1509.

Thank you for trusting MyTurtleStore.com for your turtle and tortoise needs!