Why don't you take pre-orders?
Every item we sell is first screened for quality before being made available for purchase. Be aware of competitors who take "pre-orders" so they can "secure more stock". As with any item you may buy from your grocery store, different lots of the same item may vary greatly. We only sell what inventory we have on hand, and we do not rely on (potentially false) promises to our customers for our business to stay afloat.
Are Nodding Turtle products offered through third parties?
Please be aware of impostors! We DO NOT sell through Amazon, Ebay, Etsy, Etc. Authentic Nodding Turtle products are ONLY available at thenoddingturtle.com.
Does the Nodding Turtle operate any other websites?
The Nodding Turtle currently only has one affiliate website: Noddingturtleartsupplies.com Be very wary of other websites who have taken excerpts from our name, and made them their own. We are not associated with any other websites, other than the one noted above.
How Do I Place An Order?
Secure Ordering & Payment Options:
We accept all major credit cards through PayPal as a safe and secure credit card processor. At no time do we have access to your sensitive credit card information. You do not need to have a Paypal account in order to check-out using Paypal.
We also accept postal money orders, available at your local post office, as well as regular money orders. Please make them out and mail to:
The Nodding Turtle LLC
Po Box 8938
Asheville NC 28814
Be sure to include the names and quantities of the items you're purchasing as well as your receiving address.
New Loyalty Rewards Program:
Q: I made a purchase and it shows my points as "Pending"
A: There is a current wait time of 7 days before loyalty points are made available to customers to use. Please wait AT LEAST 7 days before contacting our customer service in regards to loyalty points that are still showing as "Pending".
Payment and Shipping
We ship via USPS priority mail and USPS express mail. All orders placed before 2:30pm Eastern Standard Time will be shipped the same day. But things like power outages, severe weather, service interruptions or receiving a very large amount of orders within a relatively short time frame, might still cause delays. There may also be delays on the first day that we release a new product due to very high sales volume. All orders placed after the cutoff time will be shipped on the next available workday.
If you need your packages to be held at your local post office until you can pick them up, then please write "HOLD AT POST OFFICE" in the second available shipping address line when entering your name and shipping address. Example:
112 GENERIC LANE
HOLD AT POST OFFICE
SCRANTON, PA 18702
Our order processing dept. will see your HPO (Hold at Post Office) request and will mark your label so that your postal delivery person will clearly see your request.
Other Shipping Questions
Q: Help, I need my package shipped to a different address than what was used during checkout!
A: Please check all shipping information carefully when placing an order. Our payment processor will not allow us to ship to a different address other than what was entered during checkout. In such a case, we will need to refund your order to allow you to place your order again, using the correct address. If your order was already shipped, we cannot refund your purchase price until your package is returned to us, so please be sure to enter your correct shipping address.
Q: Where is my package?
A: Sometimes USPS can be late in delivering packages, or in updating their systems. Sometimes tracking data doesn't update until days after a package has been delivered. Because of these common problems, we require that at least 7 days have passed since the last USPS update before contacting us to investigate your missing order.
Q: Why do you no longer offer free shipping?
A: We have had many issues with USPS damaging or losing packages. It was recently bought to our attention that because TNT paid for the shipping costs, we were then responsible for filing the insurance claim on behalf of the customer. With the amount of orders we fulfill everyday, this would significantly decrease our ability to fulfill orders as promised if ordered in time. We are also offering new shipping options to our customers and the customer must choose which option they prefer during the checkout process.
Q: If you no longer offer free shipping, then why have you not changed your prices?
A: If you look closely, we have reduced our prices to reflect the difference of new shipping costs now incurred by our valued customers. At checkout, you should notice that the checkout price (including customer selected shipping cost) should be very similar to the checkout price before, when free shipping was offered.
Returns & Refunds
Q: What is your policy on stolen mail?
A: If you believe that the area where you receive your mail is not a secure place, then please request to "HOLD AT POST OFFICE" when checking out. Your package will be held at your local post office for you to pick up. Because we offer this service for free of charge, we will not be held liable for missing/stolen packages after they have been delivered.
Q: What is your policy on damaged packages?
A: If your package is damaged, you can either: take the damaged package as well as a printout of your purchase confirmation (will have been emailed to you right after you made the purchase) and request to file an insurance claim for damaged deliveries at your local USPS office.
Q: Why does my tracking number say "USPS is awaiting package" even though its been more than 24 hours?
A: Recently, we have seen an increase in the number of customers who are having issues tracking their packages. Often times, their tracking report may read something similar to: "Label created in system. USPS is awaiting receipt of package". Unfortunately, we can not force USPS or its employees to do what is expected of them. Properly scanning a tracking barcode throughout the delivery process is one of them. We can promise this: If you receive a shipping confirmation and a tracking number, your order was placed on the mail truck that same day (assuming it was during normal business days and hours, and that we didn't experience the issues noted above.) and your order is on its way.
Q: What is "Ship in a sturdier box"?
A: In response to the apparent carelessness of the USPS and its employees, we are now offering a shipping option which would allow 5lb orders to be placed in a box, rather than a flat rate envelope. Please be advised, that the protected option may or may not cost more money to ship. These are rates set by shipping calculation software in relation to variables that are out of our control. We do not make a profit by offering the protected shipping option. We are just trying to offer our valued customers better shipping options.
*****WE RESERVE THE RIGHT TO REFUSE SERVICE TO ANY PERSON AT ANY TIME AND FOR ANY REASON. IF YOU ARE UNABLE TO PLACE AN ORDER, AND YOU BELIEVE THIS TO BE AN ERROR, PLEASE REACH OUT TO US AT THENODDINGTURTLECUSTOMERCARE@GMAIL.COM
*****BY USING OUR WEBSITE AND ATTEMPTING TO MAKE A PURCHASE, YOU ARE AGREEING AND ACCEPTING THE STATEMENT MADE ABOVE.