Shipping & Delivery
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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.
Sunbrella fabrics are all made to order, which extends the delivery by an additional 3-5 weeks.
Feel free to contact us if you need any assistance or have questions about your order.
Return Policy and Credits
Tortuga Outdoor is committed to providing fast and efficient service. If you are not happy with your order and the product is in new re-sellable condition we will refund you the total product costs that you were charged, minus the actual shipping costs. This policy applies as long as the item(s) are returned within 30 days from shipping date and are in the original packaging (please also include the original packing slip).
Refund Information
Unless damaged, customer is responsible for paying actual shipping costs of return. Orders returned do not receive shipping reimbursements and are charged the actual shipping costs, to and from our warehouse. If a returned item was a seating set shipped for $10 or a "Free Shipping" item from us, then the refund for the product will be minus the actual shipping charges. If returned due to buyers remorse, customer must pay return shipping cost.
*Please save a copy of all warranty, receipts, and delivery receipts for your records.
Replacement Shipments for Damaged Orders
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 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.
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 right away.
