1. Eligibility for Returns

You are eligible to return or exchange your product within 30 days of receiving your order, provided the item meets the following conditions:

  • The product is in new condition: unused, unwashed, and unaltered.
  • The item shows no signs of use or wear, including scratches, stains, or odors.
  • All original packaging, tags, and accessories must be included.
  • The item was not marked as final sale or non-returnable.

2. What We Accept Returns For

  • Changed your mind or ordered the wrong item? Yes, you can return it!
  • Received a damaged, defective, or incorrect product? We’ll fix it for free.
  • Want a different color or design? We’re happy to exchange it.

3. How to Start a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Email us at [email protected] with your order number and the reason for your return.
  2. If applicable, attach photos or videos of the item (especially for damage or defect claims).
  3. We will review your request and respond within 1–2 business days with approval and a prepaid return label if eligible.
  4. Pack your item securely using the original packaging and drop it off using the provided label.

4. Return Shipping Costs

  • We cover the return shipping cost in cases of incorrect, defective, or damaged products.
  • If you’re returning an item because you changed your mind, we still cover shipping, as long as the item meets our return conditions above.

5. Exchange Policy

If you wish to exchange an item for another color, style, or design, please let us know when you contact us. Exchanges are allowed once per item and must meet the same eligibility conditions as returns. Your replacement item will be shipped once the original is received and approved.

6. Refund Process

Once we receive your returned item and confirm it meets the return requirements, we’ll send you an email confirming approval. Refunds are issued to your original payment method within 5 business days of approval.

Need Help with a Delayed Refund?

  • Double-check your payment account (credit/debit card, PayPal, etc.).
  • Contact your bank if the refund hasn’t appeared within 7 business days.
  • If still unresolved, email us at [email protected] and we’ll assist you directly.

7. Return Address

All returns must be sent to: Proudturtles Returns Department
1412 N 26 St, Kansas City, Kansas 66102, USA

8. Important Notes

  • Authorization Required: Returns sent without contacting us first may be declined.
  • Condition Check: Items that do not meet the return condition (e.g., signs of use) may not be refunded or exchanged.
  • Lost Returns: Proudturtles is not responsible for lost or untracked returns. Always use the return label we provide.

9. Contact Us

We’re here to help you every step of the way.

  • Proudturtles LLC
  • Business Adress: 1209 Mountain Rd Pl NE, Albuquerque, NM 87110
  • —————–
  •  Warehouse: 1412 N 26 St, Kansas City, Kansas 66102, USA
  •  Email: [email protected]
  •  Phone: +1 (818) 514-5381

Thank you for shopping with Proudturtles! We’re committed to delivering quality, comfort, and outstanding service.