Refund policy

Returns and exchanges

We want you to be happy with your gear. If something isn’t right, we’ll help sort it quickly. Below is a simple rundown of how returns and exchanges work.

Quick summary

  • 60 day free returns from delivery

  • Return shipping is covered by us

  • Exchanges allowed, with shipping on the new item paid by you

  • Socks and clearance items can’t be returned

  • Package Protection covers lost, damaged or stolen items if selected at checkout

  • Claims for protected orders must be made within 30 days of purchase


60 day free returns

You have 60 days after receiving your item to request a return. The item must be unused, in the same condition received, with tags and in its original packaging. Proof of purchase is required.

To start a return, email adam@turtlestrength.com.au
Return address: PO Box 1340, HOWARD SPRINGS NT 0835

We cover the cost of return shipping. Once approved, we will send you a prepaid return label and instructions. Items sent back without first requesting a return will not be accepted.

Socks cannot be returned once purchased due to health and hygiene reasons.

Package Protection with ShipGuard

Package Protection is an optional add-on at checkout that covers your order if it is lost, damaged or stolen during transit. Coverage applies only to the order it was purchased with and can be claimed once per order. Claims must be made within 30 days of purchase using this link: https://turtlestrength.com.au/apps/shipguard/claim/login

Items damaged after delivery or through use are not covered. Orders without Package Protection are handled at our discretion.

Exchanges

If you want to swap for a different size or product, you can return your original item for a full refund, minus the cost of shipping the original item. We cover the cost of return shipping for the item you are sending back. Once we receive and inspect the returned item, we will process your refund and you can place a new order for the product you want.

What happens after I send a return?

  1. We receive and inspect the returned item

  2. We email you to confirm approval or next steps

  3. Refunds are processed within 10 business days. If it has been more than 15 business days since your refund was approved, email adam@turtlestrength.com.au


Damaged, incorrect or faulty items

Please check your order when it arrives and contact us straight away if something is damaged, defective or incorrect so we can fix it quickly.


Non returnable items

  • Socks

  • Clearance items

  • Gift cards

  • Any item marked as final sale at checkout


International customers (including EU and US)

International customers also have 60 days from delivery to return items. Items must be unused, in the same condition received, with tags and original packaging. Proof of purchase is required.


Need help?

Email: adam@turtlestrength.com.au