Returns & Exchanges
Shipping
All of our items are shipped via Parcel or Common Carrier LTL Freight. LTL are large items that are unable to ship parcel ground. Someone will need to be present to receive the delivery. The carrier will contact you in advance to set up a delivery appointment. All freight deliveries are curbside only (end of driveway). Extra shipping charges may apply for rural / hard to reach areas.
Most items are shipped in the same week they're ordered. Once shipped, the items typically take 1-2 weeks to reach their destination.
The majority of Sunbrella fabrics are all made to order, which extends the delivery by an additional 3-5 weeks.
Damage Upon Arrival
If your item(s) arrive damaged, please refuse the shipment at the time of delivery. If an order is refused at time of delivery due to damage, Tortuga Outdoor will resend a new package out as soon as the damaged item(s) is returned to our warehouse. The order must be canceled with a Tortuga Outdoor customer service representative over the phone to avoid having a re-shipment. Please call our offices immediately if this situation occurs. *Please have a copy of all warranty, receipts, or delivery receipts when you call.
Buyer's Remorse
If, for any reason, you are not satisfied with your order, contact us to return it within 30 days, and we’ll replace it or refund the cost of the item (excluding Shipping and Handling fees). All returned items must be in their original packaging and in the condition in which they were received for a full refund.
Canceling a Recently Placed Order
As long as an order has not been processed, your order can be canceled. Orders cannot be canceled after shipment has already occurred, or if the item is in mid-route. In order to cancel your order, you must speak to a customer service representative at 1-678-880-6065 . Our offices are open M-F, 8am-5pm EST.
Please be certain about the status of your order, as it is often impossible to stop a shipment that already has a tracking number placed on it. Please have a copy available of all receipts from your order, when you call so that we can locate it efficiently.
Warranty
Furniture: We offer a 5 year limited warranty on seating and table frames, and a 1 year warranty on cushions. Warranty exclusions include wear and tear, and weather related damage. If your product is defective, please contact us here and include your name, address, order number, and relevant photos in the body of the email.
Upholstery: Manufacturer's warranty applies which is dependent upon the brand of fabric chosen at check-out.
Clearance
All Clearance sales are final, barring any damages incurred during transit or defects upon unpacking. Each item is carefully inspected and packaged to ensure it reaches you in perfect condition. Should you receive a damaged or defective item, please contact us within 5 days of receipt. We ask that you provide clear photos of the damage along with your order information. Our dedicated team will work swiftly to provide a solution as timely as possible.
