FAQ

How can I contact you?

Please contact us by filling out this form or sending us an email at support@turtlekeebs.com

When will my order ship?

Orders typically ship within 1-3 business days. Please check your email for the shipping confirmation.

How long does shipping take?

Shipping to Canada should take less than a week. Most international orders should arrive in 1-2 weeks. Please check out our shipping policy for more details.

Why haven’t I gotten my order?

In order to offer affordable shipping, most of our shipping options are untracked. If you did not receive your order within the expected timeframe, please contact us. Also be sure to check your mailbox for the package. Many customers expect a parcel delivery, but smaller orders are shipped as envelopes, which will be left in your mailbox instead.

Can I modify/cancel my order?

To modify or cancel your order, please contact us before we ship them out.

Do you offer refunds/returns?

We accept refunds on most items, as long as they are unused and returned within 30 days after purchase. The customer is responsible for return shipping costs. Lubricants and gift cards are final sale and cannot be refunded. Visit our refund policy for more information.

Where are you located?

We are located in the Lower Mainland in British Columbia, Canada.

Do you offer local pickup?

We do not offer local pickup at this time. However, shipping within Canada is free and speedy.