Before Your Order Ships
If your order hasn't shipped yet, we can usually cancel or modify it. Email us at contact@tortugabackpacks.com as soon as possible with your order number and what you'd like changed. We process orders quickly, so the sooner you contact us, the better.
Changes we can make before shipping:
- Cancel the order entirely (full refund to your original payment method)
- Remove or swap items
- Update the shipping address
After Your Order Ships
Once an order has shipped, we cannot cancel it directly. Here are your options:
- UPS Intercept: In some cases, we can request UPS to return the package before delivery. Email us and we'll try. This isn't always possible depending on where the package is in transit.
- Refuse Delivery: You can refuse the package at your door. It will be returned to our warehouse, and we'll process a refund once received.
- Return It: Accept the delivery and initiate a return through our self-service returns center at tortuga.loopreturns.com. Returns are accepted within 30 days of the shipping date for unused items.
How Long Does a Cancellation Refund Take?
If we cancel before shipping, refunds are processed immediately. You should see the credit on your statement within 1–3 business days, depending on your bank or credit card company.