Warranty
We warranty our padded shorts and other products against defects in material and workmanship for a period of 180 days from the date of purchase by the original owner. This warranty is not transferable to any subsequent owner. Tortoise Pads® padded shorts are undergarments and must be worn under shorts, pants, or other outer wear. This warranty does not cover 1. normal wear and tear; 2. damage caused by tears or holes in the outerwear; 3. damaged caused from use of the product without wearing outerwear; 4. damage caused by use of the product in manners other than its normal and customary use. This warranty does NOT extend to and excludes products purchased from non-authorized dealers. Please contact Tortoise Pads® Customer Service to file a warranty claim.
Order Cancellations
Please contact Tortoise Pads® Customer Service if you choose to cancel your order. To receive a full refund of product cost, taxes and shipping charge you must cancel your order before it is shipped. All refunds will be issued in the same payment method as the original payment. Additionally, custom and special order products are non-refundable.
Shipping within the USA
All of our products are in stock unless otherwise noted on our website. Orders usually ship within 1 to 2 business days. We will send you a tracking number when your order is ready to ship.
We ship orders placed within the USA via USPS priority mail or UPS. You should receive your order in 3 to 5 business days from the time it was shipped.
International Shipping
All of our products are in stock unless otherwise noted on our website. Orders usually ship within 1 to 2 business days. We will send you a tracking number when your order is ready to ship.
We ship to Canada via FedEx International Ground. The shipping time to Canada is approximately 5 days. Tracking information is available on the FedEx website.
All other international orders are shipped via USPS First Class International. USPS has partnered with GlobalPost for international shipments. Packages will be shipped to Los Angeles by USPS and then transferred to GlobalPost. Once the package is transferred to GlobalPost your international tracking number will be activated. International tracking numbers will not show any activity while a package is being transferred from USPS to GlobalPost, which is about 5 days. GlobalPost service provides detailed tracking information while the package is in the USA and delivery confirmation in the destination country. There is no guarantee of detailed tracking information once the USPS transfers your package to the mail service outside of the USA. We recommend that you try your tracking number with the mail service in your home country to check for additional tracking information. Your package will have to go through customs which can be as quick as a few days, but can take several weeks as well. We have no control over the time it takes to clear customs and no way to monitor the package’s progress. The entire shipping process can take over 4 weeks.
We purchase insurance on all international shipments at no additional cost to the buyer, so your package will be insured against loss or damage while in transit. The insurance does not cover the package for theft once the package has been delivered. The date and time of delivery will be indicated by the tracking information. If the package arrives damaged you should contact us immediately so we can take the appropriate action.
Once an item has been delivered by the shipping carrier the risk of loss is passed to the purchaser.
International Taxes and Fees
Taxes and Custom fees may apply in the destination country and must be paid by the recipient at the time of delivery. These charges are not included in the price of the merchandise or the cost of shipping.
For Example:
Shipments to the United Kingdom: You must pay a 20% VAT on orders shipped to the UK. In addition, the Royal Mail charges a flat fee of £8 to collect the VAT. You will have to pay these charges at the time of delivery.
Please check your local tax and tariff laws for the most current information.
Tortoise Pads® has no control over the amount of taxes or fees charged by other countries.
Orders Damaged During Shipping
If your order arrives damaged, please contact Tortoise Pads® Customer Service to file a damaged in shipping claim.
Returns and Refunds
If you are not completely satisfied with your order from Tortoise Pads®, you can return unused merchandise in its original condition within 30 days from the receipt of your order. You must have a dated proof of purchase to return an item. We will refund the cost of the merchandise and US sales tax. All refunds will be issued in the same payment method as the original payment. Contact Tortoise Pads® Customer Service to request a return authorization.
Keep in mind that when trying on your Tortoise Pads® padded shorts for size and fit you must wear additional underwear. We do not accept the return of soiled garments. If you use your Tortoise Pads® for any activity, you cannot return them, except in the case of product defect.
Holiday Extended Return Policy – Orders placed from November 1 through December 31 are given an extended return period and may be returned until January 31 of the following year. You must contact customer service to receive a return authorization.