What if my package is lost?

If your tracking number shows that your order has been delivered but you have not received the order, first contact the shipping carrier who delivered your order. There is a chance they could still have it on the truck or could have possibly mis-delivered the package. Contacting them directly means they'll be able to make arrangements with you on how to get your order to you.
If the shipping carrier asks you to file a claim, send an email to contact@tortugabackpacks.com with your claim number. Our Concierge team will then be able to file an inquiry with our warehouse and queue up a replacement order for you.

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