Live animal and shipping guarantee
When you place a turtle/tortoise order online, someone will contact you via text or email within 24 hours to schedule a shipping date with you. We ship Monday-Wednesday.
Tortstork guarantees our animals to be alive, healthy, and to your satisfaction upon arrival, and for 7 days after arrival. Guarantee is void if you do not contact us via email within 30 minutes of your turtle/tortoise to let us know the turtle/tortoise was delivered. Notification of dissatisfaction must be made within 24 hours if you notice any problems upon arrival. If you have any questions or concerns please email [email protected] immediately so you have a paper trail.
If your turtle/tortoise should arrive DOA (dead on arrival), please take pictures and video (if possible) and email them to [email protected] within 1 hour of being delivered. We understand this can be very stressful for the customer and we are sensitive to that, but in some cases, we might request for you to return your dead turtle/tortoise to us, so please do not discard it. You can place it in the freezer if you cannot ship out the same day it was DOA. We do not guarantee animals that are not delivered for on the first delivery attempt. You must be there to accept your animal delivery. If the carrier delays the package, our guarantee still applies!
Our 7 day guarantee is void if you do not have the proper environment to house your turtle/tortoise in. Proof of pictures will be required if your animal dies within the first 7 days. This includes temperature, bedding, proper food, proper water, and proper lighting.
Live arrival can only be guaranteed when temperatures in route are between 32F-90F degrees. We will pack your turtle/tortoise according to your weather conditions, but cannot guarantee turtles/tortoises when your daytime/nighttime high temperature is above 90F, or your daytime/nighttime high temperature is below 32F degrees.
Depending on the situation we will decide whether a replacement or a refund is offered. Any and all shipping charges are non refundable. With any return shipments, shipping fee is to be paid for by the customer, though we will help set the shipping up if you need help. Tortstork is not responsible for shipping charges on the replacement of turtles/tortoises. Please note that we do not guarantee, “replaced” animals for any reason other than carrier delays.