Order Processing FAQs

Last updated: October 31, 2018


Q: Do I have to order or pay online?
 A: No. If you are would prefer you can complete your order or payment offline. You can select your items to add to your cart.  Once you have selected all the items you will have the option of selecting to pay via Check or Money order.  If you do this you will not be required to enter credit card information.  You will still need to provide us shipping information so we can ship your order.  You will receive an email with details about where to send payment.  Once payment is received please allow up to 10 days for the payment to clear our bank. DO NOT SEND CASH.  If that is still too much you can always cut and paste your card into our Contact Page and one of our customer service representatives will be in touch to help you complete the order.

Top of Page


Q: Do I have to register or set up and account to make a purchase?
A: No, you do not have to set up an account by registering with us in order to make a purchase.  However, you will still need to provide much of the same information like name, address, phone number, email address, etc.  By registering it will be easier for you to track your orders, make reorders, store frequently shipped to addresses, and set up wish lists.  See below for more detail about some of the advantages

Top of Page


Q: What are the advantages of becoming a registered customer?
A: The main advantage is a faster checkout process.  It allows you to save much of your contact information along with multiple shipping addresses. Having an account makes it much easier to track your orders or go back and look over your order history.  It even allows you to copy orders for easy reordering.  You can also create wish list to track or let everyone know what you really want.  The user account panel is also the easiest way to initiate returns and track them through the process.  In order to check out you must complete much of the same information anyway so you might as well take advantage of these additional features.

Top of Page


Q: Can I cancel or change an online order?
A: We normally process orders pretty quickly so in order to cancel you will need to contact us as soon as possible.  Every effort will be made to stop the production of your order, but once it is shipped, production starts or the order is passed along to one of our partners your order cannot be stopped or changed.  If the item you purchased was not personalized you can always return it in resalable condition for a refund of your purchase price if needed.

Top of Page


Q: Can I get a proof before production?
A: Sometimes.  If you want a proof you can note that need in your order notes.  Some items actually have a check box to indicate if a proof is requested.  One of our customer service representatives will contact you before your order is shipped to let you know if a proof can be produced and any additional charges that may be associated with doing so.  You can also Contact Us ahead before placing your order if you have questions as well.

Top of Page


Q: I have lost my password or it is not working?
A: Click on  the "Log In"link at the top of the page to bring up the account log in screen.  Simply click "Forgot Your Password?" link and follow the instructions to reset your password and gain access to your account.  Of course, you are always welcome to contact one of our customer service representatives if you have any trouble

Top of Page


Q: I forgot the email I used when registering, what do I do?
A: First, we would suggest you trying any email address you may have or have recently had.  If none of those work you can contact one of our customer service representatives and after verifying some basic information about you they will provide you with your requested information.  Of course, since it is important that we have a current active email address you can also set up a new account and let us know to deactivate the other.

Top of Page



Q: I am not getting order confirmation or other emails. What do I need to do?
A: First check your spam folder and that is where they are most of the time.  If they are not there you will also want to log into your account and check to make sure we have the correct email account for you.  Finally, if they are not in your spam folder and the address we have is correct you may need to contact your internet service provider as some times they have their own spam filter.  You will need to let them know that these messages are not spam and have them allow them through.

Top of Page

 

Q: What is your minimum order?
A: We currently do not have a minimum order amount or quantity.  However, if you are ordering in smaller amounts the cost of shipping can be significant since there is a base shipping cost for most of our shipping methods.  If you are not careful the cost of shipping could be more than the cost of your product.  You can always combine orders with friends or family using a common ship to address to help save money.  Purple Turtle often offers Free or reduced shipping on orders over a certain dollar amount.

Top of Page 


 

Q: I do not see what I am looking for, do you do custom orders?
A: Since we own our own production facilities we can offer customer work including a number of products that are not shown on this website.  If there is something we can help you with contact one of our customer service representative for more information.

Top of Page


Q: I cannot decide what to get? Can you help? 
A: Yes.  First of all our customer service representatives have extensive experience in helping customers with their buying needs.  They can tell you what is popular or maybe something off the beaten path that will fit what you are looking for.  Another option is to purchase one of our gift certificates and let the customer decide.  To find out more information about that CLICK HERE.

Top of Page



Q: I need a copy of my receipt of invoice. What do I do?
A: If you have set up an account with us you can simply log into your account and click on completed orders to see a list of your orders.  If you click on view order detail it will bring up all the details for that order.  From there you can print a copy of your invoice by selecting the print invoice link in the upper right portion of the screen.  If you are not a registered customer you will need to contact one of our customer service representatives.

Top of Page


Q: Do you have a price match policy?
A: We strive to provide a great selection of products with great service at a competitive price.  Sometimes our prices are higher.  Sometimes they are lower.  We welcome your feedback and you are more than welcome to contact us to point out the difference and see if there is an error on our site.  However, we do not offer an outright price guarantee.

Top of Page



Q: What happens if I order something that is currently not in stock?
A: We work hard to keep items in stock and available for sale.  Our quantities on our sites are updated constantly throughout the day.  However, when you do sell some of your inventory through a number of different channels and use outside warehouses and drop shipping for some of your manufacturers there could be times that you order something that is currently not in stock.  If the items is scheduled to arrive outside our normal shipping times you will receive a notice from us giving you the option of waiting for a new shipment to arrive or to cancel your order for a full refund.  If it was an items we are not planning to reorder we will contact you to let you know we will not be able to fulfill your order and issue a refund. 

Top of Page


Q: Can I add a gift message when I order?
A: Our system currently does not allow us a place for you to enter gift messages in your orders.  However, if you put something in the notes section of your order we will gladly print it out for you and include the message with your order.  You can also contact a customer service representative letting them know what you would like to include and note that the order is for a gift.

Top of Page


Q: Do you offer gift wrapping?
A: While this is something we hope to add in the near future, at this time we are unable to honor gift wrapping request.

Top of Page


Q: What if I have a question about a product or personalization service?
A: The best way to get your questions answers is to first review the various Frequently Asked Questions Pages.  If that does not help you can contact one of our friendly customer service representatives.  They have had years of experience in retail and in personalization. They may be able to share some insights about things and possibly even offer some suggestions you have not even thought of .

Top of Page