Refund policy

Last updated: October 1, 2026

Our 30-day money-back guarantee

Not obsessed with your turtle? Contact us within 30 days of delivery and we'll make it right with a refund. Happy bum or your money back.

This is a satisfaction guarantee, so you can return your Turtle Bum Protection even if you've used it. Return shipping is at your cost, and original shipping fees aren't refunded, unless your item arrived damaged, defective or wrong (see below).

The same guarantee applies in every country we ship to. If you live outside Canada, please also read the section on returns from outside Canada below.

How to return an item

Contact us first. Reach us through our contact page within 30 days of your delivery date. Please include your order number.
Get your return instructions. We'll reply with everything you need to send the item back.
Send it back. Return the item to us by following those instructions.
Get your refund. Once your return reaches us, we'll process your refund.

Please don't mail items back without contacting us first. Our instructions make sure your return reaches us and gets matched to your order.

When you'll get your refund

Refunds go back to your original payment method, in the currency you paid.
We process refunds within 5–10 business days after we receive your return.
Your bank or card provider may then take extra time to post the refund to your account. Posting times vary.
If you shop from outside Canada, the final amount you get back can differ slightly from what you paid because of exchange rates or card fees outside our control.

Return shipping costs

You pay for return shipping.
Original shipping fees are not refunded.
The optional Shipping Protection fee isn't refunded once your order has been delivered, unless the law where you live says otherwise.
Neither of these applies if your item arrived damaged, defective or wrong. See the next section.
If you cancel under a legal right of withdrawal (for example the 14-day right in Norway and Iceland), we also refund your original standard shipping. See Your legal rights below.

Damaged, defective or wrong item

If your order arrives damaged or defective, or you got the wrong item, we're sorry! Contact us through our contact page within 30 days of delivery with your order number and a photo of the problem. We'll pay for return shipping and send you a replacement or a refund. A refund in this case also includes your original shipping fee.

If a defect shows up after 30 days, contact us anyway. The legal warranty under Quebec law, and the consumer law of the country where you live, can cover your product for longer than 30 days.

Returns from outside Canada

Live outside Canada? You get the same 30-day money-back guarantee. Here's what to know:

Contact us first for return instructions. Reach us through our contact page before you send anything. Our return address may be outside your country, so our instructions make sure your return gets to the right place.
Return shipping. Return shipping is at your cost, unless your item arrived damaged, defective or wrong.
Duties on returns. You're responsible for any duties charged on your return shipment, unless the law where you live says a damaged, defective or wrong item must be put right at no cost to you.
Your refund. Refunds go back to your original payment method, in the currency you paid. The final amount can differ slightly because of exchange rates or card fees outside our control.

Refused parcels and import charges

Orders shipped outside Canada may be subject to import duties, customs fees and local taxes (such as VAT or GST) charged by the destination country. These charges aren't included in our prices unless they're shown at checkout, and they're your responsibility. The carrier may collect them when your order is delivered. Our Shipping policy has the details.

If you refuse to pay these import charges and your parcel is returned to us, we'll refund your order minus the original shipping cost and any return or handling charges we're billed. This is a separate case from our 30-day money-back guarantee. If you've told us you're cancelling under a legal right of withdrawal (see Your legal rights), those rules apply instead.

Size exchanges

Ordered Kid but need Adult, or the other way around? You can exchange for the other size within 30 days of delivery, subject to availability. Contact us through our contact page with your order number and the size you need, and we'll send you instructions. You pay return shipping on exchanges. If you live outside Canada, the rules for returns from outside Canada above also apply.

If the size you want isn't available, you can still return your item for a refund under our 30-day money-back guarantee.

Buy 2 + Get 1 FREE orders

With our Buy 2 + Get 1 FREE offer, the discount is spread across all the items in your bundle. If you return part of a bundle order, your refund is the amount you actually paid for the item(s) you return, not their full regular price.

If you return the whole bundle, you get back the full amount you paid for the bundle items.

Your legal rights

Our money-back guarantee is in addition to your rights under the law, including the Consumer Protection Act (Québec) and the legal warranties it provides. Nothing in this policy limits those rights.

If you live outside Canada, you also keep any mandatory consumer rights that the law of your country of residence gives you. For example:

Norway and Iceland: you have a legal right to cancel (withdraw from) an online purchase within 14 days of delivery, for any reason. This is in addition to our 30-day money-back guarantee. To cancel, tell us clearly through our contact page within those 14 days, then send the item back within 14 days of telling us. You pay the direct cost of sending it back. We'll refund what you paid, including the original standard shipping cost, within 14 days of hearing from you. We may wait until we get the item back, or until you show us proof that you've sent it, whichever comes first. This timing replaces the 5–10 business days above.
Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Our damaged, defective or wrong item promise and our money-back guarantee are in addition to these rights. Nothing in this policy excludes them.
Switzerland and New Zealand: your rights under your local consumer law still apply.

If the law where you live gives you more than this policy does, you get what the law gives you.

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