Tortuga will stop accepting international (non-US) orders after December 31, 2018. We plan to re-launch in other regions when we can provide a localized experience with fast shipping and lower shipping and customs fees. We will honor return policies and warranties on all previous purchases.
As a travel company, our customers live (and travel) all over the world. When we first launched, we used Amazon’s fulfillment centers, which wouldn’t ship our “oversized” packages outside of the US. Later, we switched to a third-party fulfillment center and began shipping to Canada, Europe, Australia, New Zealand, and parts of Asia.
Our vision is to be a global brand.
While we can ship bags anywhere, we’ve never served our international customers as well as our American ones. If you’ve bought a Tortuga from outside of the US, you’ve paid expensive shipping fees (despite Tortuga absorbing some of the cost) and customs fees levied by your home country. Customs offices often hold packages until you show up in person and pay.
This is not the fast, easy online shopping experience that we want to provide.
What We’re Doing About It
One of our core values is to Prioritize the Customer. While we want to provide you with great products and service, the truth is that we can’t do it if we’re storing our products in and shipping them from the US.
As a small business, we don’t yet have the volume and expertise to serve international markets well. Earlier this year, we stopped shipping to Europe.
We are actively planning for and working on this problem. We recently hired Carlos as our first ever Operations Manager. He will eventually be responsible for expanding our fulfillment to Canada, Europe, and additional regions around the world. However, we do not yet have a timeline for international fulfillment. From January 1, 2019, you will be able to use a freight forwarder for shipping Tortuga products internationally.
At Tortuga, we want to do things well or not at all. International customers account for a small percentage of our sales but a significant portion of problems, including surprise customs fees and lost or late packages. These customers are rightfully annoyed by extra costs and longer shipping times.
We aren’t doing right by you at the moment. Our solution is to stop shipping internationally in the short-term until we can provide an experience equal to the one that we can provide to Americans right now.
I understand if this decision is frustrating. It’s frustrating for us too, but we have to do what’s best for customers in the long run.
Monday, December 31, 2018 will be our last day shipping internationally for now. If you need to place an order, please do so by then. After that date, you will need to use a freight forwarder to ship Tortuga products internationally.
I apologize for the short-term inconvenience. If you have any questions, please don’t hesitate to contact us. We look forward to re-launching internationally and to showing you the level of service that we’re capable of.
Co-Founder and CEO, Tortuga
PS: if you want to be alerted when we re-launch internationally, sign up here.