Shipping policy

Last updated: October 1, 2026

Where we ship

We ship to addresses in these countries:

  • North America: Canada and the United States
  • Europe: Switzerland, Norway and Iceland
  • Oceania: Australia and New Zealand

We can't ship to any other country at this time.

Shipping rates

Limited-time offer: FREE standard shipping on all orders, to every country we ship to, for orders placed until October 31, 2026 at 11:59 pm Eastern Time. After that, the regular rates below apply.

Regular rates (the same in every country we ship to):

  • Standard shipping: $12.00 CAD on orders under $75.00 CAD
  • FREE standard shipping on orders of $75.00 CAD or more

The $75.00 CAD free shipping threshold is based on your order total after discounts (including our Buy 2 + Get 1 FREE offer), before taxes and shipping. You'll see your shipping cost at checkout before you pay.

Prices and currency

Our prices are set in Canadian dollars (CAD) for Canada and in US dollars (USD) for the United States. In other countries, you'll see prices and shipping converted from CAD to your local currency (rounded) at checkout. Shoppers in Norway see prices and shipping in CAD. Converted amounts can vary slightly with exchange rates. Shipping rates and the $75.00 CAD free-shipping threshold are set in CAD and shown converted to your currency.

Taxes are calculated at checkout. Orders shipped outside Canada may also be subject to import charges (see Import duties and taxes below).

Who ships your order

Your order is fulfilled by our fulfillment partner, so it may ship from a different location than our business.

Processing time

We prepare and ship orders within 1–3 business days of your order. Business days are Monday to Friday, not including holidays.

Delivery time

After your order ships, delivery usually takes:

  • Canada: 3–10 business days
  • All other countries: 7–15 business days

These are estimates only. Orders to remote areas may take longer, and customs checks, carrier delays, weather and busy seasons can slow things down. If you're a Quebec consumer and your order is very late, you may have the right to cancel it. See our Terms of service.

Import duties and taxes

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 are not included in our prices unless they're shown at checkout.
  • They're your responsibility as the customer.
  • The carrier may collect them from you when your order is delivered.

Refused parcels

If you refuse to pay 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 separate from our 30-day money-back guarantee. If you've told us you're cancelling under a legal right of withdrawal, the rules in our Refund policy apply instead.

Shipping Protection (optional)

When you add a turtle to your cart, you can tick optional Shipping Protection for a small fee (US$5.00 in the United States, or the amount shown in your currency). It is never added automatically.

  • What it covers: if your package is marked as delivered but is stolen or missing, contact us through our contact page within 14 days of the delivery date and we'll reship your order free, with priority handling.
  • Covered for everyone, with or without it: packages lost or damaged in transit are always our responsibility at no extra cost (see Lost or damaged packages).
  • Refunds of the fee: if you cancel your order before it ships, we refund the Shipping Protection fee. Once your order has been delivered, the fee isn't refundable, unless the law where you live says otherwise.

Tracking your order

Every order ships with tracking. As soon as your order is on its way, we'll email you a tracking link so you can follow it to your door.

Check your address

Please double-check your shipping address at checkout. If you spot a mistake, contact us through our contact page right away and we'll do our best to fix it before your order ships.

Lost or damaged packages

  • Your order is our responsibility until it's delivered. If your package seems to be lost in transit, contact us through our contact page with your order number. We'll work with the carrier and make it right with a replacement or a refund.
  • If your order arrives damaged, contact us through our contact page within 30 days of delivery with your order number and a photo. We'll pay for return shipping and send you a replacement or a refund. Our Refund policy has the details.

Questions?

Reach us through our contact page. Real people answer your messages.