Delivery Policy

1. Introduction

• This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
• This policy indicates our usual practice in relation to the delivery of products.

2. Free delivery

• We offer free delivery if the item is collected at our retail store at 786 North West Point Road, West Bay, Grand Cayman, Cayman Islands.
• All other orders will be subject to delivery charges as detailed in Section 5.

3. Geographical limitations

• For physical products such as giftware, souvenirs, ornaments, swimwear and other clothing item and accessories, we will usually be able to deliver to the following countries and territories: USA, Canada, UK, European Union.
• For physical products we may from time to time agree to deliver products to other countries and territories.  Availability to other countries will be dependent upon our package carriers.
• For admissions and tours we will usually be able to deliver electronic copies of vouchers and confirmations anywhere you have internet access.  The actual admissions and tours take place within Grand Cayman, Cayman Islands.

4. Delivery methods and periods

• The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
• if your delivery address is within Grand Cayman, you will be able to select in-store only, and the typical period for delivery of products by this method is next day; and
• if your delivery address is outside Grand Cayman, you will be able to select international package service delivery only, and the typical period for delivery of products by this method is within one week in accordance with the package delivery service company’s standard terms.
• If you place your order before 3pm on a working day, these time periods run from the close of business on that day; if you place your order after 3pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
• The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
• We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

5. Delivery charges

• Delivery charges of physical products will be either calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
• Applicable delivery charges will depend upon the delivery method, the location of the delivery address, and the physical size and weight of the products in your order.

6. Delivery tracking

• Online delivery tracking is not available in respect of physical products.
• To track your delivery  of physical products, IF THE DELIVERY TIME EXCEEDS THOSE EXPRESSED IN SECTION 4 ABOVE send an email to info@turtle.ky stating your order number and date of your order.

7. Receipt and signature

• All deliveries must be received in person at the delivery address, and a signature must be provided.

8. Additional deliveries

• If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order, in accordance with the package delivery service company’s standard terms.

9. Collection

• If your products remain undelivered despite our package delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

10. Delivery problems

• If you experience any problems with a delivery, please contact us at info@turtle.ky
• If our package delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
• An indicative list of the situations where a failure to deliver will be your fault is set out below:
• you provided the wrong address for delivery;
• there is a mistake in the address for delivery that was provided;
• the address for delivery is not reasonably accessible;
• the address for delivery cannot safely be accessed;
• if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
• if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.