Frequently Asked Questions

How do you ship? When do you ship?

We ship our products throughout the United States including Alaska & Hawaii using UPS Ground. (Sorry currently no Express service.)  Any orders made during our regular business hours (10am to 6pm M-Sa, noon to 6pm Su) usually ship out the next day except weekends. So, all orders from Thursday 6pm to Sunday 6pm will be out on Monday. If the product that you ordered is in back order, we will contact you and let you know the expected delivery date as soon as possible. There is a time log to update quantities in our system. You will have an option to cancel that order for the product, or wait for it.


Do you ship internationally?

Unfortunately, No...


It seems like the shipping charge is expensive.

In the time of your placing the order, the UPS automatically calculates the shipping charge according to its size and weight. If you place multiple orders, it will simply double the size and weight so your charge will be usually higher. We always review this shipping cost when we pack the package and find out the actual shipping cost. If you are way overcharged, we REVISE it. The revised shipping cost will be shown on your receipt and revised on your credit card statement.


What is your return policy?

Most of the products purchased from our store can be returned for a store credit if it is returned or called in 10 days after you receive the package. Credits are good for a period of 12 months following issuance. All jewelry or one-of-a-kind artist pieces are not returnable.


What if the package arrives damaged?

We pack our packages very carefully, but in case of damaged products upon shipments, please claim within 10 days of package arrival. Please inspect your purchases immediately upon receipt as no claims can not be made after 10 days. Please take a photo of the original damaged box so that we can contact our carrier if needed.

If you are not sure about our products, please feel free to contact us for questions or concerns.
310-314-8448 or hello@tortoisegeneralstore.com


Can you gift wrap? Is it free?

Yes, we can gift wrap and it is free! We can add your message to the gift so when you place an order, make sure you write your message.


Is everything from Japan?

No, it depends. All of our products are either designed or manufactured in Japan or by Japanese. We have kept this concept since we opened the store in 2003. There are still much more Japanese products that we have yet to find, so we will keep this concept for the next years to come.

 

 

Thank you again for choosing TGS!  We look foward to helping you!