Refund policy

Last updated: October 20, 2026

TurtleFluent Merch is operated by Kon Ventures LLC. Every item in our store is printed or embroidered on demand, just for you, by our fulfillment partner Printful. Because items are made to order, our refund policy follows Printful's.

Damaged, defective or misprinted items

If your item arrives damaged or defective, has a printing error (for example, wrong placement or wrong colors), or you received the wrong item, we'll send a free replacement or issue a refund. You don't need to send the item back.

To make a claim, email support@turtlefluent.com within 30 days of the delivery date with your order number, a description of the problem and a clear photo of the affected item (one photo showing all affected items if more than one). We can't accept claims made after 30 days. Each claim is reviewed before a replacement or refund is approved.

Lost packages

If your order hasn't arrived and it's more than 5 business days past the estimated delivery date, contact us within 30 days of the estimated delivery date. We'll check with our fulfillment partner and the carrier, and if the package is confirmed lost in transit, we'll send a replacement or issue a refund.

What we can't accept

Returns or exchanges for the wrong size or color ordered, or a change of mind. Please check the size chart on each product page before ordering.
Orders shipped to an incorrect or incomplete address entered at checkout. If such a package is returned to the fulfillment facility, we can reship it to a corrected address once you pay the reshipping cost. Returned packages not reshipped within 30 days of the return notice can no longer be reshipped and are not refunded.
Packages refused, not picked up from a pickup point or parcel locker, or unclaimed at customs. These may be reshipped at your cost under the same terms.

Please don't mail items to us or to Printful's facilities unless we ask you to; unsolicited returns can't be accepted.

Cancellations

Because production starts quickly, we can only cancel or change an order if production hasn't started. Contact us as soon as possible and we'll do our best.