FAQ

Please read our return policy for online orders: Items can only be returned if they're in original un-used condition with all original packaging within 14 days of purchase.  Returned items that meet these conditions can be either issued a refund (minus a 20% restocking fee) or store credit for the full amount.  Final sale items cannot be returned for store credit, exchange or refund and these items include: STATIONARY, ART PIECES, VINTAGE ITEMS, JEWELRY, BOOKS, FOOD, WORKSHOP FEES, GIFT CARDS, MASKS, SEASONAL ITEMS LIKE CALENDARS, AND FURNITURE.   

Customers are responsible for all shipping costs for returning and/or exchanging an item.  Items that are returned in used condition or without original packaging will not be accepted, and the customer will be notified.  It will be the customer's responsibility to retrieve their returned item by paying for additional shipping or picking up the item in-store.  Items that are not accepted as a return, and are also not retrieved by the customer, will be discarded after 2 weeks.

Tortoise products can be seen and purchased at our brick and mortar location at 12701 - 12705 Venice Blvd, Los Angeles CA 90066.  A larger selection of products are available in-store than online, so please come and visit us!

At Tortoise we carry unique, often hand-crafted products from all over Japan.  Oftentimes these products are produced in very limited quantity.  When an item goes out of stock, it may take weeks to several months for that item to come back into our stores.  

If you would like to be notified when an item is re-stocked and available again, please visit the product page of the sold-out item on our website and enter your email contact so you can be notified when the item is back in stock.  If you cannot find the out-of-stock item on our website, please contact us at hello@tortoiselife.com and we can assist you.

Yes! Gift wrap services can be provided with the purchase of a $5 gift wrap fee.  Please be sure and click the box that says 'gift wrap' when you drop your item into your shopping cart and include a gift message if you are so inclined.

If you are purchasing multiple items or if you have any special instructions about the items that need to be wrapped, please be sure and leave us a note specifying your needs when you're checking out!

All our products have a close relationship and connection with Japan.  Many products are designed and made in Japan, while others are designed in Japan  and then produced outside of Japan. We are also proud to carry a growing number of products designed and made beautifully by local Japanese makers here in Los Angeles.  

Our store's founding commitment since 2003 has been to bring interesting and compelling stories from Japan to our customers.  There are still many Japanese products we have yet to find so we will keep this concept for many years to come!

We ship all our products with UPS ground throughout the lower 48 states.  Please allow 3 to 5 business days for orders to be processed and shipped out.  Tracking numbers will be sent out once orders are packed shipped.   We do not ship out any orders with expedited shipping or with any other carriers besides UPS.  

Unfortunately, no....  We only ship inside the United States.  We apologize for this inconvenience.

Yes.  We are located in Los Angeles and if you prefer to pick up your items, please select 'store pick-up' as your shipping method and we will prepare your order for pick up free of charge.

Before shipping orders we will always check the condition of the item to ensure all products are in good condition before shipping.  If you receive a damaged item, please let us know within 48 hours of its arrival - by phone or by email - so we can be of assistance.  Please keep all original packing material inside the box, as well as the the original box in which it was shipped, and the damaged item so all three components can be picked up by the responsible courier service for damage inspection.  We will start a claims process with the courier service so that a replacement can be shipped to you.  

Unless these conditions above are followed, Tortoise will not be able to take responsibility for any damages.