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Turtle Fur

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Frequently Asked Questions

  • company

  • where is Turtle Fur located?

    Turtle Fur is located in Morrisville, Vermont.

  • where is your stuff made?

    Everywhere. We search for the best workmanship for each product, which means manufacturing in many countries. Learn more about the fabrics and materials we use by visiting our Know Our Fabrics page.

  • Do Turtles really have fur?

    Not after we get done shaving them, and we promise no turtles are harmed in the process. But, no; turtles do not have fur.

  • Then what is Turtle Fur?

    Turtle Fur, the fleece, is also known as Original Turtle Fur Fleece. It is a 100% acrylic fleece. Acrylic fleece is softer and offers better moisture management than polyester fleeces. Learn more about the fabrics and materials we use by visiting our Know Our Fabrics page.

  • What is the difference between Turtle Fur and Chelonia?

    Turtle Fur is the 100% acrylic fleece we are known for; it is famed for its unique super softness and warmth. Chelonia (the genus name for the green sea turtle) is our given name for a 100% polyester fleece. We carry several weights of polyester fleeces, being our most popular. Learn more about the fabrics and materials we use by visiting our Know Our Fabrics page.



  • can I come visit Turtle Fur?

    We love visitors, but due to health and safety precautions we cannot welcome anyone to our offices at this time. We hope you can stop by soon! Though we are sorry to say we don't have a store at our offices. If you're looking to checkout our products, browse our website, or find a retailer close to you.

  • When is your factory sale?

    Our Factory Sale was a celebrated community event in years past. We have discontinued the sale at this time and the possibility for future sales is unknown.

  • orders & product

  • My child lost their favorite hat; can I get another one just like it?

    Feel free to contact our Customer Service team at 800-526-3257 or turtle@turtlefur.com to inquire about items that are no longer listed on our website. Many of our hats are similar in weights and colors, often we can find a suitable replacement, and maybe their new favorite hat!

  • I forgot to enter my discount code at checkout, can I still get the discount?

    Call our Customer Service team at 800-526-3257 and one of our Turtle Ambassadors will be able to help you out.

  • I placed an order yesterday, but you've got a sale today, can I apply that discount code to my order?

    Discount codes cannot be applied to previous orders.

  • I found your product somewhere else at a lower price, do you price match?

    Turtle Fur sells to many retailers around the world. If you found the product from one of them at a better price we encourage you to purchase it from them. We will not match their price on our website.

  • do you offer any special discounts?

    We often have sales, or offer codes for certain products. You can find out about those by joining our email list. We also offer a special discount program for Military and First Responders, 25% off any order* on www.turtlefur.com.


  • does Turtle Fur have a Pro Purchase program?

    Yes, you can apply by emailing propurchase@turtlefur.com with some information verifying your employment in the outdoor or snow sports industry. More details are on our Pro Purchase Program page.

  • do you offer custom products for groups or teams?

    Absolutely! We offer a wide range of custom options, from embroidery and heat transfer to patches For options Contact Customer Service at 800-526-3257 or turtle@turtlefur.com.

  • payments

  • What payment methods do you accept?

    Turtle Fur accepts all major credit cards, Shopify PayApple PayViaBill, and PayPal.

  • Do you accept PayPal?

    Yes, we accept PayPal.

  • What is ViaBill?

    ViaBill is a payment provider that accepts all major credit cards and breaks your purchase into four equal monthly payments. The first payment will occur at the time of purchase, with the following charges happening over the following months. There is no credit check or interest associated with this payment method. The maximum order value is $500. Learn More Here.

  • do you collect sales tax on orders?

    Turtle Fur strives to comply with all laws regarding the collection of Sales Tax. We collect tax in the states where we have nexus. For more information on what items are subject to sales tax in your state refer to your local government websites.

  • shipping

  • where do you ship from?

    We ship all orders from our warehouse in Morrisville, Vermont.

  • How much will it cost me to have my order shipped?

    We offer free standard shipping (USPS) on orders over $25, and free shipping on all orders to APO/FPO addresses. Orders under $25 have a flat $5 shipping charge applied to them and ship via USPS. We have also partnered with FedEx to offer a $5.00 flat rate 2-day shipping tier to the lower 48 states. All other expedited (2-day & Overnight) orders are calculated using our best carrier rates directly to your address at the time of checkout.

  • What methods do you use to ship orders?

    Standard shipping is through the United States Postal Service. Expedited (2-Day & Overnight) orders typically ship via FedEx.

  • do you ship to international addresses?

    Turtle Fur currently ships to the United States, Canada, Australia, and New Zealand. If you live outside those areas, please contact Customer Service at 800-526-3257 or turtle@turtlefur.com.

  • do you ship to APO/FPO addresses?

    Absolutely. All orders to APOs & FPOs ship free. We also offer a 25% discount to all members of our Armed Forces. Learn More.

  • can I change the delivery address after I have placed an order?

    We can sometimes accommodate this request. Contact our Customer Service team immediately and they will do their best to update the address before the order goes into processing. Once an order has gone into processing, or has shipped, the delivery address cannot be changed.

  • how do I know when my order has shipped?

    You will receive an email from our system when our team has shipped your order, it will include tracking information.

  • how do I track my order?

    You will receive an email when your order ships, as well as when it goes out for delivery, and when it is delivered to your address. Those emails contain the tracking number for your order for further details.

  • when will my order ship?

    Turtle Fur strives to provide quick order processing time for all orders. Orders placed before Noon Eastern Time (Mon. – Fri.) will generally ship the same day, all other orders will ship on the next business day.

  • how long will it take for my order to arrive?

    The USPS is a very efficient carrier and most orders are delivered in 3-5 days.

  • my tracking information says my order was delivered, but it isn't here. What should I do?

    Sometimes carriers will leave a package in a “safe” location when delivering items. Check around your house and contact the carrier if are not able to locate it. If you are still unable to locate the package please contact our Customer Service team at 800-526-3257 or turtle@turtlefur.com, and we will help you track it down, or send a replacement.

  • returns

  • my hat didn't fit quite right or wasn't what I expected, how can I return it?

    We accept returns for any unworn product* within 30 days of receipt. For details on the returns process visit our Returns page.

  • can i exchange an item for a different one?

    Contact Customer Service, at 800-526-3257 or turtle@turtlefur.com for details on exchanging an item.

  • the item I purchased is defective, what is your warranty?

    Our products have been known to last years, and even decades. Turtle Fur warrants our products against defects in materials and workmanship under normal use for a period of 90 days from the date of retail purchase by the original owner ("warranty period"). If a product defect arises and a valid claim is received within the warranty period, we will replace the defective product with the same style or a product of similar value.

  • other questions

  • why should I buy from www.turtlefur.com

    Shopping with Turtle Fur directly provides you the best customer experience with our brand and the most access to our entire catalog. Our Customer Service team is knowledgeable about our entire line of products and can help you find the right product for your next adventure.

  • where can I find Turtle Fur near me?

    We understand that sometimes you need to feel a product before buying it, or try it on. Sometimes you just want to support your local retailer, and to you we say Right On! Turtle Fur has over 1300 dealers with over 3000 stores across the United States, and around the globe. Those dealers are what helped us become the brand we are today, so we think it would be great if you helped support them. Find the retailer closest to your home now.

  • Turtle Fur is such an awesome brand! How can I find out about working there?

    Aw, thanks! We are always looking for creative, driven, and passionate new turtles to join our team. Check out our Become a Turtle page for our current openings. In the meantime, get to know our team and Meet the Turtles.

  • I am concerned about the environment. What is Turtle fur doing to ensure it protects the enviornment?

    We are too. The outdoors is our playground and our home, we believe it is our responsibility to protect it. You can find information about our programs on our Environmental Sustainability page.

  • outdoor protection face masks

  • How do I put on my face mask?

    With clean hands, place a clean mask over your face. Place the ear straps over your ears. For the Cotton Casual or Everyday Face Masks move the silicone slide on the ear straps to tighten or loosen to your preferred secure fit. For the Cotton Casual Face Mask press down on either side of your nose to adjust the nose clamp for a secure fit around your face. Before removing your face mask, wash your hands, then remove by pulling the ear loops off your ears. Then be sure to wash your hands again! Be sure to place used masks in the laundry to be washed before next use.

  • How do I wash my face mask?

    Wash before first use and following all future uses in cold water. Tumble dry on low. Do not use bleach. Do not iron. Do not dry clean.

  • How do I know which size mask is the best fit for me?

    We created size charts specific to each face mask. Measure from the point of your nose down to your chin, and from the point of your nose to the back edge of your ear.

    Everyday
    Cotton Casual
    Structured

  • When should I wear a face mask?

    When local guidelines or regulations apply.

  • Are Turtle Fur Face Masks considered medical-grade?

    No. Turtle Fur Face Masks are not considered medical-grade masks. We designed our face masks following the guidance of the Food and Drug Administration and the Centers for Disease Control and Prevention recommendations for fabric masks, however none of our masks have been cleared or tested by the FDA or NIOSH. The Structured Face Mask does contain a HEPA filter. The Structured Face Mask, nor any of our other masks, have been tested or approved by the FDA. Turtle Fur Face Masks are not intended to be used in a medical or surgical setting, or other high-risk environments where exposure or contact with liquid, bodily, or other hazardous fluids is possible. Use in a clinical setting where the infection risk level through inhalation exposure is high or in the presence of a high intensity heat source or flammable gas is not advised.

  • Do your masks have an adjustable nose bridge?

    The Cotton Casual Face Mask does. Our other masks are designed around the contours of your face.

  • Are your masks compatible with PM2.5 Filters?

    Our Cotton Casual Face Mask has an internal pocket for a PM2.5 Filter. Our Structured Face Mask is designed with an internal HEPA filter that acts as a filter.

  • How are you giving back and supporting our communities during the pandemic?

    Turtle Fur donated $1 from the sale of select products to the CDC Foundation Coronavirus Relief Fund. We donated $6,163 in total. Check out more details on our COVID COVID Statement.

  • Can I buy in bulk?

    Absolutely! For larger orders (over 500 units) please contact our Customer Service team at turtle@turtlefur.com or
    800-526-3257.

  • Where do your masks ship from?

    All orders place on www.turtlefur.com ship from our warehouse in Morrisville, Vermont USA.

  • Can I return my face mask?

    All sales of face masks are final. Due to the nature of the product we cannot accept returns on face masks.

  • Where are your masks made?

    We worked with one of our trusted partners that produces many of our fall and winter accessories in China to produce all three masks. You can expect the same quality that you find in our headwear and accessories in these face masks.