Last updated: September 17, 2026
Tortugabackpackss offers a 30-calendar-day return window. The return window starts on the delivery date shown by the carrier. Returns are accepted by mail only. We do not accept in-person returns.
How to Start a Return
Email info@tortugabackpackss.my or use the contact form on our Contact Us page. Provide your order number, the item you want to return, and the reason. We send a Return Merchandise Authorization (RMA) number and a prepaid return label within 1 business day during service hours. Do not ship an item back without an RMA. Returns sent without an RMA are refused or returned to the sender.
Return Condition
Items must be unused, in the original packaging, and include all parts and accessories. Items damaged by misuse, missing parts, or returned after the 30-day window are not eligible for a refund. Used packing cubes or compression bags that show wear are not eligible unless they are defective.
Remorse Returns vs. Defective Returns
| Scenario | Examples | Who Handles Return Shipping | What We Provide | Fees |
|---|---|---|---|---|
| Remorse | Change of mind, ordered wrong item, no longer need the item | Tortugabackpackss provides a prepaid return label | Refund to original payment method after inspection | No restocking fee. No reset fee. |
| Defective | Item arrives damaged, wrong item sent, manufacturing defect | Tortugabackpackss provides a prepaid return label | Replacement or refund after inspection | No restocking fee. No reset fee. |
For remorse returns, you must request an RMA, pack the item securely, and mail it within the 30-day return window. For defective returns, contact us within 30 calendar days of delivery with photos and a description. We cover return shipping for both approved remorse and defective returns under this policy.
Refund Timing
After we receive your return, we inspect it within 1–2 business days. If the return meets the condition above, we process the refund to your original payment method. Your bank or payment provider posts the refund within 7–10 business days. We send an email when we process the refund.
Order Cancellation
You can cancel an order before 2:00 PM PT on the order date by emailing info@tortugabackpackss.my. If the order has already shipped, use the return process above.
Return Address
Tortugabackpackss
206 S Marengo Ave
Pasadena, CA 91101
United States
Contact
Email: info@tortugabackpackss.my
Phone: +1 626-823-2562
Service hours: Monday–Friday, 9:00 AM–6:00 PM PT