FAQ

WHAT IS YOUR ORDER PROCESS?
Our order process is very simple. Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address. A shipping confirmation email should follow after 4 - 6 business days (read more on the Shipping Policy page). Email the customer service team on service@shellandturtle.com if further assistance is required at any point.

HOW CAN I TRACK MY ORDER?
Once your order has been shipped you will receive a tracking number (if available) that you can use to get the latest updates on your shipment. We will also automatically notify you via email of any important tracking information. Visit our page.(https://shellandturtle.com/pages/track-order)
The tracking number will only be available after the item was shipped.

MY ORDER HASN`T ARRIVED ON TIME, WHAT DO I DO?
If your order has not arrived in the specified delivery time, you can track your order to see where it is located. Sometimes orders are delayed due to customs hold ups (see more on the Shipping Policy page). Please also reach out to our customer service team at service@shellandturtle.com and we will provide you with an update.

HOW LONG WILL IT TAKE FOR MY ORDER TO GET TO ME?
Shipping within the USA can take about 15-20 business days to arrive. Shipping internationally can take around 15 - 60 business days to arrive depending on more factors (see Shipping Policy page for more details). Please be patient with international orders as they will inevitably take longer to get to you, allow 15 – 25 days before you inform our customer service team of a missing order.

CAN I CANCEL MY ORDER AFTER PLACING IT?

If your order hasn't been settled and your order status is "Placed", you can cancel your order by visiting your order detail page. You can go to your order detail page by clicking "Track Your Order" button in your order confirmation email.

If your order has been settled and your order status is "Processing", please contact our customer service at  service@shellandturtle.com for order cancellation. We would love to help you.

If your order status is "Assorting" or "Shipped", your order can't be cancelled. If you need any help about return, please contact our customer service after your order has been delivered.

WHAT IS YOUR RETURN POLICY?
The Shell And Turtle team is devoted to providing our customers with the best experience possible. If you are not satisfied with your order, we are more than happy to work on a solution with you. Please shoot us an email at service@shellandturtle.com

DO I HAVE TO PAY CUSTOM AND/OR IMPORT TAXES?
Shell And Turtle cannot be held responsible for customs charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee. Shell And Turtle is NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing all claims.
Also, kindly note that in rare occasions, customs agents may delay delivery of some packages.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept Paypal (Preferred) and Credit card(via Paypal Channel).Paypal accept all major credit and debit cards for payment including: Visa, MasterCard, American Express, Discover,etc.


IS IT SAFE TO SHOP ON YOUR SITE?
Yes. We understand that the safety of your personal information is extremely important to you. To protect your personal data and credit card information from unauthorized access Shell And Turtle.com uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. SSL technology enables encryption (scrambling) of sensitive information, including passwords and credit card numbers, during your online transactions.

The payments are processed by a third party secure service. We do not store or have access to your credit card information at any time.