Free Shipping Policy

We believe that the price you see should be the price you get. All our items come with Free Shipping.

All orders will be shipped within 24 hours by the United States Postal Service and should arrive within three to five days at no additional charge. If for some reason your item has not arrived within that time frame please contact me at grandmother@grandmotherturtle.com      or by phone at 860 394 7139

Refund/Exchange Policy 

We offer a 30 Money Back Guarantee on every product we offer. Please call customer service at 860 394 7139, in advance to obtain an RMA number (Return Merchandise Authorization) within 30 days of purchase date.
Return merchandise with RMA number to:

Grandmother Turtle
154 Cottage Rd
Enfield, CT 06082

NOTE: Refunds sent with no RMA number, or mailed to the call center will be returned to sender.
 
Order Cancellation Policy 
Please submit any cancellation via email to to grandmother@grandmotherturtle.com, or call on our business phone at 860 394 7139.

Email cancellations must contain the following: First name, last name, order number, and email address. This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you if we have questions in regards to canceling your order.

Every effort will be made to accommodate the cancellation of your order, providing your order has not been charged and/or shipped out. In the event that a cancellation was submitted (via email or phone), and your order was shipped out after, we will gladly refund the complete balance charged including shipping. However, if the cancellation was documented as received after the order was shipped, we will refund the merchandise total less shipping.
 
Warranty Policy 
Shipping Costs 
Customer assumes all costs in shipping to us, and we assume the cost in shipping back to the customer. All replacement/repaired products are shipped UPS Ground unless a rush is requested. The cost of such a shipping upgrade is to be paid by the customer prior to shipment.
Warranty Procedure

We suggest you us first email at grandmother@grandmotherturtle.com or by phone at 860 394 7139  to determine whether the item is indeed defective before shipping. Then make an online return merchandise authorization (RMA) request. See Return Policy for more details. No phone call or email is necessary!
30-Day Warranty 

All products (unless specifically stated otherwise), carry an implied, industry-standard 90-Day warranty against defects due to manufacturing or failure. Warranty does not include any use of the product that does not fall into the designed use of the product as intended by the manufacturer.
 
Out of Stock Policy 
The Internet offers us the unique opportunity to sell merchandise 24 hours a day, 7 days a week and 365 days a year without the kind of time and space restrictions of a traditional retail store. But even the Internet has its limitations. Out of stock errors are common when many people are placing orders at the same moment in time. Grandmother Turtle will do our best to keep our web site current to minimize those errors. Our web site is updated daily.

Many of our items are one of a kind designs that will not be repeated. They are sold on a first come first served basis.  Grandmother Turtle will do her best to remove or mark as sold these items on the web site as soon as possible. The web site is updated daily. If any item you requested is not available we shall contact you and offer you the chance to custom order a similar piece at the same or lower price depending on material availability. Custom orders will ship within two weeks from date of purchase.

The most important thing to keep in mind when ordering is that our stock balances fluctuate throughout the day with sales demand and materials that we receive from the manufacturers. Items are constantly being sold and our stock is constantly being replenished. If the item is identified as "Out of Stock", we can special order the item for you and ship it as soon as we make it. Most items ship within 2 weeks. 

Just because the item you ordered is NOT identified as out-of-stock does not necessarily mean that it will be in-stock at the moment you order it. We will notify you if the item you ordered is out-of-stock. We first try to reply via email and give you 3 days to reply. If we have not heard from you we will then try to call you at the numbers you provide with your order. Be sure to give us your current email address and phone number. 
 

Privacy Policy 

All information collected over our secure server with 128-bit Secure Sockets Layer (SSL) is for order fulfillment only. We are in the business of creating beauty not chaos.  Our privacy is important to us and we shall protect your privacy too! none of the information you send will be given, sold rented or otherwise divulged to any third party.

Does Grandmother Turtle Store information?

We do not store information here. Once an order if filled your information is deleted from our database. However Authorize.Net, our payment gateway does store information for a short time for the purpose of risk management and to be able to process certain types of subsequent transactions (e.g., recurring billing, refunds), 
Once customer payment information has been stored for 120 days (from the date it was originally received), the Authorize.Net purges the full information and stores only masked information

Security

This web site uses a secure server with 128-bit Secure Sockets Layer (SSL) encryption and processes credit cards through Authorize.Net to prevent fraud

"How secure is submitting transactions over the Internet? 

Submitting transactions over the Internet can be as secure as providing credit card or check payments in person. All parties involved with processing any payment transaction—including customers, merchants, merchant service providers or businesses that handle customer payment information, and payment gateways—should be vigilant about protecting customer payment information. 

For merchants and merchant service providers that may handle customer payment information, there are many payments industry security initiatives and programs in place that are designed to safeguard customer payment and other sensitive information—programs with which in many cases they are required to prove compliance. As you seek merchant service providers to work with, be sure to find out about their efforts to meet industry standard security requirements and practices. A professional organization will do everything in their capacity to meet and maintain the highest levels of Internet security—which is why Authorize.Net is compliant with maintaining the highest industry security standards." 

The Legend of Grandmother Turtle 

In one of the creation stories told by the Cheyenne, before people lived on the earth it was covered by water. The Creator wanted to use mud from under the water to make solid ground, but needed a place to put the mud on top of the water. Grandmother Turtle rose to the top of the water to carry the mud that became earth. To this day, turtles walk very slowly because they carry the weight of the world on their backs. Some Native Americans refer to the earth as Turtle Island.