Turtleboy Store and Memberships: Frequently Asked Questions & Terms and Conditions

Updated 11/22/2023

Turtleboy Store

Welcome to the Turtleboy Store. Hopefully all the information you need to know about ordering and reporting issues with your order will be covered below.

We use an on-demand print company to fulfil order requests. All items are custom made-to-order, so we do not hold any physical ready-made products. This also means we are unable to offer returns or exchanges if you ordered the wrong size, color or simply changed your mind. However, we offer replacements in cases of production or manufacturing errors if the issue has been reported timely (see Returns and Replacements)

Sizing Information

The description of each item contains sizing information/guides which are unique to that particular product. There is also information about weight, fabric, fit and how the item runs in size. For example, some women’s styles tend to run smaller than unisex styles and you may have to order one or two sizes up from what you normally would if ordering a unisex style. We always strongly recommend checking the size guides and sizing information in the item descriptions before ordering, as sizing will differ from product to product.

Unsure on Size?

If you are not sure what size to order, you can measure an existing item in your wardrobe. Lay the product flat down and measure seam to seam across the chest. You can use this measurement to compare it to the width given in the size guides. If in doubt, order up as we are unable to offer replacements if you ordered the wrong size.

Delivery Times

Items ordered on a standard delivery tend to take about 5-10 business days depending on the product. Items are usually in the production stage for 1-3 days and you should receive tracking information once your order is in transit. If your item hasn’t arrived after two weeks, you can message the Turtleboy Facebook page in the first instance. If you are not on Facebook, email [email protected]. We will need your order name and number to look into it. If you have ordered multiple items, please note that they may arrive in separate deliveries. This is because items are likely to come from different suppliers.

If we are unaware of an issue with your order and it has exceeded 4 weeks since it was ordered, we may be unable to chase it up with the print company or offer any type of replacement or refund.

Tracking Your Order

We now have an order tracking system on the website, so you can find out where your order is. Simply put in your order number and email address. If you need further assistance, or the information seems inaccurate, please message the Turtleboy Facebook page in or email [email protected]

Cancelling / Amending Orders

We are unable to cancel or amend orders once they have been sent, so check that your order is correct before submitting. This is due to items being printed to order and going into the production stage soon after the order goes through.

Returns/Replacements

As all of our products are printed by an on-demand print company, returns and exchanges if are not supported if you have ordered the wrong size, color, or simply changed your mind.

However, in case of a damaged product or a product or manufacturing error, we are able to arrange a replacement if you contact us within 30 days of delivery (see Arranging a Replacement).

Sizing Production Errors

It is common to see a minor variation in the garment measurements. This means that there can sometimes be a small deviation (also known as tolerance) from the listed size guide measurements – up to 1 inch (2.54 cm). If the difference is more than 1 inch as listed in the size guide, it is considered a production error and we are able to offer a replacement (see Arranging a Replacement)

Arranging a Replacement

If there has been a production or manufacturing error, we are able to arrange a replacement. Please message the Turtleboy Facebook page in the first instance. If you are not on Facebook, you can email [email protected]. We will need to know your order name or number and what the issue is. If it is a sizing production error, we will ask you to send a picture showing the measurements are incorrect and will talk you through what to we need you to provide at the time. This is so we are able to put in a claim with our printing company and arrange a replacement.

As our printing company does not support returns and exchanges, you get to keep your original item if there has been a genuine error on their part.

To the Turtleboy Store

Ad-Free Subscriptions and Turtle Club Memberships

When you purchase a monthly subscription or membership, you pay for the first month and are then charged the same amount each month. When you purchase an annual subscription or membership, you are charged the initial payment and your subscription is then valid for a year. You will then be charged the annual fee the next year, unless you cancel.

Offers and promotions may be subject to change. Do not purchase multiple subscriptions or memberships on your account.

Ad-Free

If you have purchased an Ad-Free subscription you will be able to view the website without ads or popups. For ad-free to be enabled, you need to be logged into your account on this website.

Note: Ad-Free subscriptions do not give you access to the weekly Turtle Club premium stream. For that you need a Turtle Club membership.

Turtle Club

A Turtle Club membership will give you access to the weekly Turtle Club premium stream, hosted on the website. It also gives you the ability to view the website ad-free.

Note: If you have a Turtle Club membership you do not need to purchase an Ad-Free subscription.

Refunds and Cancellations

Monthly Subscriptions & Memberships: We are unable to offer a refund on any monthly ad free subscriptions or Turtle Club memberships purchased in error. However, you are able to cancel at any time via the My Account section on your dashboard.

Annual Subscriptions & Memberships: We are unable to offer refunds on any pre-paid (annual) Ad-Free subscriptions or Turtle Club memberships. However, you are able to cancel at any time via the My Account section on your dashboard and you won’t get charged for the next year.

Accessing Turtle Club Premium Stream

To access the Turtle Club premium stream you need to be logged into your account.

To watch the Turtle Club premium stream live, simply click on the Turtle Club story and you will be directed to the broadcast studio. Once the live stream is over it is re-uploaded and appears at the bottom of the story on a video player. You may need to wait a few seconds for it to load on the page. You can also access the live streams under the Turtle Club tab. The most recent and all the past streams are given as options.

The live stream usually available a few hours after it has ended. You can find all previous premium streams on the Turtle Club tab on the front page on the website.

Please note that the regular time for the Turtle Club premium stream is every Thursday at 9:30pm EST. However, there might be the rare occasions where Turtle Club needs to be cancelled or postponed due to holidays and other commitments. We will let you know in advance on these occasions.

Problems with Ad-Free or Accessing Turtle Club?

Remember, for your Ad-Free or Turtle Club to work, you must be logged onto your account. If you have any problems or are receiving error messages on the website, message the Turtleboy Facebook Page or email [email protected] . DO NOT use the turtleboysports.com email, Clarence Woods Emerson, website contact forms or any other method. This is so we are able to resolve your issue swiftly.

Turtle Club Free T-Shirt Promotion

If you are eligible for a free t-shirt* as part of your Turtle Club membership, you can contact us to arrange it after purchasing your subscription. Simply message the Turtleboy Facebook page or [email protected] if you’re not on Facebook. We will need to know your membership name and have a screenshot or link of the t-shirt you want along with size and color.

You can choose any short sleeved t-shirt or tank with the exception of Premium TShirts: Mineral Washes, Cotton Ringer, Festival Crop, Boxy Tee, Stonewash Tank & Tri Blend Tank.

As with any other order, please check the size chart in the description of your item before requesting as we are unable to replace your t-shirt if the wrong size was ordered.

*Those eligible for a free t-shirt are all existing Turtle Club members who purchased a monthly or annual Turtle Club subscription on or before 8/29/23. From 8/30/23 this offer is only valid for those who purchased an annual Turtle Club subscription.

”Cameo” Style Personalized Video Message

Available to existing annual subscribers with Turtle Club – Turtleboy Booster and Turtle Club – Community Advisor

Get a personalized video message from Aidan Kearney himself for you, or a friend or family member. This can be for a birthday or any other occasion. Simply message the Turtleboy Facebook Page or email [email protected] to arrange.

Please try to give at least five days notice. One personalized video per year.