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Home / Shipping & Returns

T U R T L E — S H I P P I N G & D E L I V E R Y

Your order leaves us with care.
Here is what to expect next.

By placing an order through the Turtle App, you agree to the shipping terms below. They exist to set
clear expectations on both sides — and to make sure your order reaches you without unnecessary
delay or confusion.

GETTING IT TO YOU

Dispatch

WITHIN ONE BUSINESS DAY

Orders are dispatched within 0–1 business days of being placed. Our warehouse operates every day
during standard business hours, except on national holidays and festivals — including Holi,
Independence Day, and Durga Puja. During these closures, we take steps to keep delays to a
minimum.

Delivery Within India

2–7 DAYS · FREE ABOVE₹500

Domestic shipments are typically delivered within 2–7 days, depending on your location. All orders of
₹500 or more qualify for free domestic shipping anywhere in India, subject to service availability from
our courier partners at your pin code. Shipping costs for smaller orders are calculated at checkout and
may vary with active offers.

Tracking

SENT ON DISPATCH

Once your order has been dispatched, you will receive a tracking link by which you can follow its
progress. Updates are made available by the shipping provider as the parcel moves.

CHANGES & ISSUES

Changing Your Delivery Address

BEFORE DISPATCH ONLY

We can update a delivery address at any point before your order has been dispatched. Once it has left
our warehouse, we are unable to redirect it, and the parcel will be sent to the original address or
returned to us.

Cancellations

BEFORE DISPATCH · REFER TO REFUND POLICY AFTER

You may cancel an order at any time before it has been dispatched. Once dispatched, please refer to
our Refund Policy.

Out-of-Stock Items

PARTIAL FULFILMENT · REFUND OR WAITLIST

We maintain accurate stock counts, but occasional discrepancies can occur. If an item in your order is
unavailable, we will dispatch what is available and contact you regarding the remainder — offering
either a refund or the option to wait for restocking.

Delayed Delivery

If your order has not arrived within the expected window, please contact us. We will raise an
investigation with the courier and follow up with you.

DAMAGE & LOSS

Damaged Parcels

REJECT ON DELIVERY IF POSSIBLE

If your parcel arrives visibly damaged, please reject it from the courier if you are present, and contact
our customer service team immediately. If the parcel was delivered in your absence, get in touch with
us and we will advise on next steps. All parcels are insured for loss and damage up to the value
declared by the courier.

Lost Parcels

REFUND OR REPLACEMENT AFTER INVESTIGATION

In the event a parcel is lost in transit, we will process a refund or send a replacement as soon as the
courier has concluded their investigation and confirmed the parcel lost. We will keep you informed
throughout.

DUTIES & TAXES

GST

ALREADY INCLUDED IN ALL PRICES

Goods and Services Tax is included in the price displayed on the App. There are no additional taxes
applied at checkout for domestic orders.

Something not right with your order?

Reach us at support@turtleonline.in. We will look into it and get back to you promptly.

T H I S I S T U R T L E . T H E E X P L O R A T I O N B E G I N S W I T H I N .