Return and Exchange

What’s your return policy?

If the quality of our products does not meet your expectations, we will refund you!

Items returned for satisfaction reasons must be in a resalable condition. The resalable condition means products are clean, used infrequently and function like new.

Feel free to reach out to us if you have any questions regards to our return policy at support@tortouiseoutdoor.com

I don’t live in Vancouver. How do I make a return or exchange?

Mail your return and include a return form with the item. Unless the return is for warranty reasons, you’ll need to pay for return shipping. We don’t accept exchanges by mail, but you can buy a replacement item online (or by phone) and return the original item by mail. Call us if you need a hand.

What if I have cut off the tags or labels, or I’ve used the item?

It depends, but it may be covered by our return policy. Please review our return policy or bring the item to our warehouse so staff can assess it and help you out. If you don’t live in Vancouver, contact our Service Centre at  support@Tortoiseoutdoor.com

Can I get a refund to a different credit card?

No, we can refund the same credit card that was used for the purchase, or refund to a gift card.

I received something as a gift that I don’t want. Can I get a refund?

To process a refund, we’ll need the receipt so we can look it up in their purchase history. We can only issue a refund to the person who made the purchase. As the recipient, you can either exchange the item or receive the purchase value on a gift card.