Shipping FAQs

Last updated: November 1, 2018


Q: Only part of my order arrived or how come my order arrived at different times?
A: Our inventory is often produced and shipped through different locations or warehouses.  In an effort to keep shipping cost low for our consumers we often ship directly from our various facilities or directly from our supplier instead of having it shipped to a central location to be repackaged and shipped.  Thus, it is not unusual for your order to come in multiple shipments from different locations. So do not worry if your order arrives in multiple boxes or it all does not arrive at the same time. On the very rare occasion something is back ordered or not available we will let you know as soon as possible. Please allow up to ten days for your delivery before contacting us. Normally they arrive much faster, but at more distant locations or heavy shipment times of the year it does take longer.  All effort will be made to get you your order as quickly and efficiently as possible.

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Q: How can I track my order?
A: If you are a registered customer you can always log into your account and check the tracking number once it become available by going to order history and opening the order.  There you should find the tracking number and any other notes for that order.  If you are not a registered user, you should still get a notice that your order shipped as well with the tracking information.   Be sure to check your junk mail folder for that email.  If you still need help locating the information you can always contact our customer support staff.  Most of our shipments are sent US Priority mail or UPS ground.  You can enter the tracking information on their websites for updated tracking information.

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Q: How much will it cost to ship my order?
A: It will depend on shipping weight, size, distance and carrier selected.  Our preferred method of shipment if via US Priority Mail.  This normally takes 2-3 days to arrive after shipment in most places in the country.  It may be a little longer during heavy shipping times of the year such as the holidays.  We try to ship all orders that are shipped directly out of our facilities in less than 48 hours for non-personalized items and 5-10 business days for items that require personalization.  If you need it quicker please let us know. 

The system will give you an opportunity to calculate shipping at several times during the ordering process.  You will also see the all your shipping options as you go through the checkout process.  If you have any question please do not hesitate to contact our customer support staff.

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Q: Can you ship to a PO Box?
A: Everything that ships directly out of our facilities can be shipped to a PO box.  If an items is listed as one that is drop shipped directly through our manufacturer it may or may not be possible to ship directly to a PO box.  If in doubt please ask before ordering.  In many cases we can have the item shipped to one of our facilities and then shipped on to the PO box if required.  There is a small fee for that and of course it will take longer to get delivery.

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Q: What about International shipping?
A: Other than shipping to Canada or Mexico we normally do not ship overseas or outside the country.  However, if there is something you need you may be able to make special arrangements by contacting our customer support staff. 

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Q: Can you ship to an APO or FPO?
A: Everything that ships directly out of our facilities can be shipped to an APO or FPO.  If an items is listed as one that is drop shipped directly out of our manufacturer it may or may not be possible to ship directly to a PO box.  If in doubt please ask before ordering.  In many cases we can have the item shipped to one of our facilities and then shipped on to the APO or FPO box.  We take pride in supporting our military and others serving their country so please let us know if we can help in any way.

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Q: Does the packing slip include pricing information?
A: Our packing material does not include pricing information.  We can include in invoice if you need it.  Just contact our customer service staff before your items ships and we will gladly add one.  If you are a register customer you can also log into your account and pull up an invoice under order history.

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Q: How long will it take for my order to ship?
A: Since our merchandise if shipped out of multiple locations and often requires personalization actual ship times will vary.  Ship times will also vary during busy times of the year.  Times such as Christmas, graduation and mothers day can get very busy for us.  For items shipped directly out of our facility we strive to ship non-personalized items in 1-2 business days and personalized items in 5-10 business days.  We also work with our partners to insure the quickest possible shipment out of their facilities as well.  If there is a special deadline or delivery need please let us know and every effort will be made to meet that your needs. 

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Q: What shipping methods do you offer? 
A: Our preferred shipping method is US Postal Service Priority Mail. They are typically the most economical way to ship and can reach most places in the country within 2-3 days after shipment. With that said we do offer Express Mail services as well as UPSs ground and expedited services. For local residents we also offer in store pick up at no additional charge. If you would like to have your items shipped a different way or using your shipping carrier account please let us know and we will try to be as accommodating as possible. 

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Q: How long does delivery take? 
A: Our items are shipped through various locations across the country and are normally shipped within one to Ten days. All of our quoted shipping cost are based on ground delivery that normally take three to ten days depending on where the items are being shipped. Sometimes it may take longer, but every effort will be made to get you your merchandise as soon as possible. If you need a faster delivery feel free to contact us for a price quote and product availability.

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Q: Do you offer shipping to multiple locations?
A: Yes, but you will need to enter each shipment as a separate order with the correct shipping information.  Shipments CANNOT be combined for free shipping promotions. 

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Q: Do you offer order pickup?
A:  Yes.  Local customers for most items we make or are shipped directly from one of our locations there is and option to pick it up.  Simply select store pick up and we will have one of our customer support staff let you know where and when your item will be ready for pick up.  Drop shipped items are not eligible for store pick up.  Therefore, do not select store pick up on those items.  If you need to pick them up please contact one of our customer support staff.  You will be charged actual shipping charges that we incur on all drop ship store pick up orders.

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Q: What if I have provided an incorrect shipping address? What can I do?
A:  We often ship or transfer the shipping information to our partners very quickly so we strongly advise you to verify all shipping information before submitting your order as we cannot be held responsible for orders shipped to incorrect or incomplete addresses.  With that said, if you notice an error please contact our customer support staff as soon as possible and every effort will be made to correct the shipping information before the order is processed.  If you do not notify us or the items ships before we are notified we cannot be held responsible for that error.  If items are returned to us we will make an effort to contact the customer and give them the opportunity to have it reshipped at an additional cost. 

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Q: Do you ship to Canada? Mexico?
A: We can often ship to Canada without any issues.  We normally use the US/Canadian Postal Service or UPS to do this.  Make sure your address information is complete and we have a good phone number.  At this time we do not ship to Mexico, although if you contact us special exceptions may be made on occasion.

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Q: I was unable to get my package and now the shipper has sent it back.  What do I need to do?
A: As soon as you are aware this has happens notify our customer support staff so they can be on the lookout for it.  Make sure you include order number and contact information so we can notify you once it has been returned.  Once it comes back we will let you know it has arrived and will give you the option of sending it again or sending to a different address.  There will be additional shipping charges to do so.  You can also elect to count this as a return, in which case if the item arrives in resalable condition we will refund your original purchase price. 

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Q: Do you offer free shipping?
A: Yes, it is common for us to offer free shipping.  If it is available it will normally be advertised on the home page.  If you are unsure you can always contact one of our customer support staff members.

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Q: How do I ship an order directly to someone else?
A: When checking out make sure you list the recipients address and contact information on the shipping address.  That is where the shipment will be sent.  Furthermore, if you are a registered customer you can actually save various shipping address in your account allowing you to quickly select common ship to locations. 

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Q: Can I combine orders to qualify for free shipping?
A: We strongly encourage people to combine orders with their friends, family and co-workers.  As long as your order is going to one shipping address and you enter it as one order then yes you can combine orders.  However, if you are shipping to multiple locations or have items requiring special shipment you will not be able to combine things.

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Q: The tracking information says my order has arrived, but I dont have it.  What do I do?

A: Occasionally this does happen.  The mast majority of time when this happens the package is delivered and either a friend, neighbor or relative picks it up without telling you or the package is left at a door that is not regularly used.  The quicker you identify there is a problem typically the quicker it can be resolved.  The first thing you need to do after asking friends, neighbors or others that may have picked it up for you it to contact you mail carrier as quickly as possible.  If they are your regular carrier they can normally remember if they delivered something to you and may recall if it was delivered to someone else by mistake.  You also need to let us know as well as so we can start a claim as well.  I will tell you if the tracking information shows something has been delivered it is often difficult to convince the carrier otherwise. 

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Q: Is Shipping FOB Destination or FOB Shipping Point?

A: All Shipments from Purple Turtle Gifts are shipped via Common Carrier using FOB Shipping Point

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Q: How come the boxes or packing material I got are from other companies?

A: In order to help keep shipping cost down and to help the environment Purple Turtle Gifts is committed to reusing or recycling boxes and packing materials whenever possible. Thus, it is not unusual for customer to get a variety of boxes from our suppliers and customers in addition to our normal Priority Mail and UPS packing supplies.

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