Frequently Asked Questions

As a member of Turtle Bay New York community, you deserve the best shopping experience. Your opinion matters to us, and we are here to help you cultivate a wardrobe to maximize your active lifestyle. Check out our FAQ for information on our shipping and return policies.

For customer service inquiries that are not addressed below, please email us using our contact page.

ORDERS

1. How do I place an order for an item I like on the website?
   Once you find an item that you like and you select the size, color, and quantity that you wish to purchase, click on the “Add to Cart” button. A window will pop-up, allowing you to view your cart – once you click on this option, you will be taken to the Checkout page, where you can pay and submit your order.
2. How can I place an order over the phone?
   Call our toll- free number …… and one of our customer service representatives will help you place your order
3. Can I make changes to an order once it has been placed?
   We process our orders very quickly to get you your product as soon as possible. However, if you are able to contact us before your order ships out then we can definitely try our best to accommodate your change request. For expedited response, please call our toll free number ….
4. How do I write a Product Review on your website?
   To enter your review of any of our products, go to the product page and click on “Write a Review” right underneath the product description. Please call or email us for any questions writing your review.
5. How can I determine the right size to order?
   Our sizing chart can show you how to measure and help you determine the best size to order. We include one on every product page along with the specific length or inseam of the product. If you have any additional questions on sizing, please do not hesitate to contact us via phone or email.
6. Do you have a print catalog available?
   We are predominantly an online marketplace, but we can send our print catalogs upon request. Please call or email us if you would like one of our print catalogs.
7. What if an item is out of stock?
   Most of our items run year round, so if an item is currently listed as out of stock, a replacement should be coming in very shortly. Please feel free to ask us via phone or email.
8. How can I contact customer service?
   To contact us by phone, please call …. Or to contact us by email, please use our online form in the “Contact Us” page.

PAYMENTS

1. How do I know if my online order is secure?
   We use a secure server to protect your order and personal information. Our web server is stable and secure, so you can shop via the web without worry and without risk.
2. When is my credit card charged?
   We will charge your credit card as it is ticketed and ready to ship.
3. Which credit cards does Turtle Bay accept?
   We accept Visa, American Express, MasterCard, and Discover, debit cards as well as Paypal.
4. Do you charge sales tax?
   We only charge sales tax in the state of New York where we are based.
5. Do you offer military discount?
   We do not offer a military discount at this time as we are not yet equipped to validate military status. However, we expect this to be added before the end of 2022.
6. What is SHOP Pay?
   Shop Pay is an accelerated checkout that lets customers save their email address, credit card, and shipping and billing information. We accept this payment option in addition to major credit cards to save repeat customers time when checking out.
7. Where do I apply a promotional code, Gift Car or merchandise credit to my order?
   You can apply any discount codes at checkout. On the top right side of the checkout screen, there will be a box where you can type in your discount code and apply it towards your current purchase.
8. Why is my promotional discount not working?
   Promotional discounts may not work for a number of reasons. Please make sure your code is spelled correctly as the code will not be applied if there are any typos in your spelling. Additionally, most codes expire after 1 use or after 30 days. If your discount code is still not working, please contact customer service.

SHIPPING

1. When can I expect my order to arrive?
   Most orders are processed and shipped within 1-2 business days of receipt of your order. Kindly allow 5-7 business days for delivery depending on where you are located nationwide.
2. How do I calculate my shipping charges?
   We offer discount shipping fee for shipping nationwide through USPS. Orders that total $35 or more qualify for free shipping.
3. Can items be shipped internationally?
   Currently Turtle Bay only ships within the 48 contiguous states, excluding Hawaii and Alaska.
4. How do I track my order online?
   Once your order has been fulfilled, you will receive an email with tracking details. You can use this tracking number to view your order status until you receive it.
5. What shipping methods can I choose from?
   We currently only offer UPS ground shipping in order to continue offering our competitive shipping rates. However, most orders are delivered within 5-7 business days.
6. Will I receive an order confirmation when my order ships?
   Yes, if your email address is on file with us, we will send you a confirmation email with your tracking information once your order has shipped.
7. What should I do if I received the wrong item, or a damaged item?
   Please call our customer service department at …. If an item in your order was received damaged or incorrect. You must call within 30 days of purchase.
8. How to I remove a product from my Shopping Cart? How do I edit my Shopping Cart?
   You can edit your Shopping cart at any time before submitting your order. To edit/remove items from your cart, navigate to the bottom left of your checkout window and click on “Return to Cart”.
9. How do I update my billing/Shipping address?
   Once you create an account and sign in, you are able to update your billing/shipping address at any time in your profile screen.
10. I forgot my password. How do I recover it?
    When logging in, go to the bottom right of the screen and click on “Lost your Password?” This will take you to another window where you can enter your email to reset/change your password.

RETURNS & EXCHANGES

1. How do I make a return?
   Click on the link to our online Return Portal (located in our Return Policy page) and follow the step by step instructions to get a return label. For any questions regarding return process, please email us at cs@turtlebayapparel.com
2. When will I get my refund?
   Refunds are processed within 5-7 business days of receiving your return shipping. Please contact us after this time if you have not yet received your refund.
3. How do I exchange an item?
   Click on the link to our online Return Portal (located in our Return Policy page) and follow the step by step instructions to exchange an item. For any questions with the return process, please email us at cs@turtlebayapparel.com.
4. Can I get a refund on final sale or clearance item?
   Final sale or clearance items are not applicable for Returns. However, these items will clearly be marked on our website so you will be able to tell which items are returnable.
5. Can I get a refund on final sale or clearance item?
   Final sale or clearance items are not applicable for Returns. However, these items will clearly be marked on our website so you will be able to tell which items are returnable.
6. Can I return Turtle Bay Apparel Items purchased from Walmart, Amazon or other retailers?
   Final sale or clearance items are not applicable for Returns. However, these items will clearly be marked on our website so you will be able to tell which items are returnable.
7. Can I return Turtle Bay Apparel Items purchased from Walmart, Amazon or other retailers?
   Yes, you can always return Turtle Bay products within 30 days of purchase. However, if buying from Walmart, Amazon, or some other 3rd party, service you will need to login to your profile on that specific site and follow the return instructions.
8. Does TBA Provide a return label for returns?
   Turtle Bay does not provide a return label for correctly shipped items. However, if any items is damaged or incorrectly shipped, we will provide a pre-paid return label so that you are able to return the defective item and get a replacement.
9. I received a damaged item. What should I do?
   Please email us at cs@turtlebayapparel.com with a picture of the damage and we will send you a pre-paid return label so that you can return the defective item free of charge and get a new replacement.