FAQ

Tortoise delivers island-wide in our home city of Singapore, and our neighbours in Malaysia!

Unfortunately due to the nature of our Carrot Credit recycling programme, we are unable to ship our pieces further abroad yet. Fret not, we are working on making this possible soon!

If you have any suggestions or feedback, feel free to drop us an email at hello@tortoisethelabel.com

Singapore

Tortoise delivers to Singaporean addresses at a flat rate of S$4 for orders under S$70, and is free for all orders S$70 and above. All orders are processed within 1-2 working days and delivered within 3-5 working days after. 

Malaysia

We now deliver to Malaysia too! All deliveries to Malaysian addresses are a flat rate of S$15 per order. All orders are processed within 1-2 working days and delivered within 10-15 working days after. 

For delivery to Malaysia, do note that you may be charged for duties and taxes which may be imposed by the customs and duty offices in the receiving country. Any duties and taxes charged on a parcel shall be paid and borne by the person/company receiving the parcel. If required by local authorities, the courier company may reach out to you for official documents, such as tax invoices, proof of payment or identity card number to facilitate customs clearance.

Unfortunately, we cannot be responsible for any delays caused by customs clearance processes, local duties and taxes, and items that are lost in transit. Thank you for your understanding!

Shop Slow Together!

If you only want to buy a few items and cannot qualify for free delivery, we encourage you to make the purchase with your friends! If you have plans to meet them soon and want to get free shipping together, combine your orders and get them delivered to one location. You can then pass your friends their items when you meet. This is also a more environmentally friendly and cost effective way of shopping!

Choose Carbon Neutral

We like to let you take charge of your carbon footprint. With the help of our partners EcoCart, you may choose to make your orders carbon neutral at checkout without breaking the bank!

Your carbon offsets fund Global Forestry Projects. Trees get planted in natural forests to absorb carbon from the atmosphere and protect wildlife habitats and local water supplies. On top of that, they provide opportunities for local communities. All verified by Verra's Verified Carbon Standard.

We believe that it is essential for you to be satisfied with your purchases. If you would like to return or exchange your unworn and unwashed Tortoise pieces, you may do so within 14 days of receiving them in exchange for store credits.

Simply contact our customer service at hello@tortoisethelabel.com to inform us of your returns/exchange request and we'll be in touch shortly with instructions.

*Kindly note that shipping costs will be deducted from your refunds even if your order qualified for free shipping. We strongly advise that you choose to use a trackable postage service as we are not accountable for parcels lost in transit. We will only process the returns upon receiving the items.

We deeply apologize for any inconveniences caused. Contact our customer service at hello@tortoisethelabel.com and we will do our best to assist you as soon as possible.

By default, all our pieces are delivered in our very own Tortoise TotePack - a tote bag and parcel mailer - which you can then reuse as a tote bag for however long you want. When you're done with it, send it back to us and we'll handle the rest.

We now also offer the option to get your pieces delivered in reused packagingas part of a collaboration with Package Pals. Find out more here!