Help Center

Our return policy for only online items is the following: 

FINAL sale items without returns, refunds, or store credit include: STATIONARY, ART, VINTAGE, BOOKS, FOOD, WORKSHOPS, GIFTCARDS, JEWELRY AND FURNITURE.  Items that can be returned will be issued for a refund (minus a 20% restocking fee) to the original method of payment OR store credit for the full amount of the item if the item is returned within 14 days of purchase, in original un-used condition with all original packaging. 

Returned items that are not returned in original un-used condition or without original packaging will not be accepted as  a return and the customer is responsible for retrieving their returned item by paying for additional shipping or picking up the item in-store.

Customers are responsible all shipping fees for the return and exchange of items.  

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 contact us at hello@tortoiselife.com and we can add you to our waiting list.

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.  

Orders that exceed $100 (excluding tax) to any of the lower 48 states will receive free shipping with UPS Ground.  Orders under $100 (excluding tax) to any of the lower 48 states will be charged a flat shipping rate of $10 with UPS Ground.

Please know that free shipping and flat rate shipping EXCLUDES any shipping of exchanged items.  Customers are always responsible for shipping back returns, and new orders that are shipped from our store in exchange of returned items will require payment of the exact cost of shipping with UPS ground.  Shipping of exchanged items from Tortoise will not receive flat rate shipping or free shipping.  

Orders to Hawaii and Alaska can be shipped with UPS, but will be processed and charged manually over the phone or by email.  Please contact us during our store hours for assistance.

We are currently unable to send any packages with express UPS shipping.  We apologize for the inconvenience.

Unfortunately, no....  

We only ship inside the United States.  We apologize for this inconvenience.

Yes, we ship to Hawaii and Alaska, but we will process your orders manually over the phone or by email.  Please call or email us during our store hours and we will be happy to assist you.

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.  It is important to keep all original packing material, the original box in which it was shipped as well as the damaged item so all three components can be picked up by the responsible courier service for damage inspection.  

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