ABOUT

Turtle Factory is a Salt Lake City based company, started by a team of motorsports enthusiasts. We supply high quality racing supplies on a local and national basis. We aim to maintain our reputation of being friendly and approachable, so that you get exactly what you need to take your car to the next level. Don’t hesitate to give us a call or email with any questions.

Though we only keep our website stocked with select parts, we can get the parts for just about any car via our local distributors. Just shoot us an inquiry and we’ll see if we can get it for you. Additionally, if you find a better price elsewhere, just contact us directly and we will see what we can do to compete.

Our Brands

Shipping:

Small Parcel Shipping:
• All items considered “small parcel” will be sent via UPS Ground or FedEx Ground service including Alaska and Hawaii unless air delivery is requested.
• Domestic Air shipping is available. Your options are UPS Next Day Air Saver, 2nd Day Air and 3Day Select. If FedEx is carrier, the equivalent service will be utilized.
• International shipping is available. Your options are UPS WorldWide Saver and UPS WorldWide Expedited. UPS Expedited is more economical, however, not available to all countries. If FedEx is the carrier, the equivalent service will be utilized.
• UPS Ground time and transit could take from 2-5 business days depending on which warehouse it ships from. Please visit https://wwwapps.ups.com/ctc/request?loc=en_US&WT.svl=PNRO_L1 for UPS Time and Transit Calculator.
• If your package has a large size-to-weight ratio, carries such as UPS or FedEx charge based on the package dimensional weight. This is how the carriers calculate dimensional weight. For more information, please visit http://www.ups.com/content/us/en/resources/ship/packaging/dim_weight

Determine Dimensional Weight:

• For Ground Shipments: If the cubic size of the package is 5,184 or larger, divide the cubic size by 194 to determine dimensional weight in pounds. If the cubic size is less than 5,184, use the actual weight of the package.
• To figure out cubic size, the carriers calculate as follows:
  L (length) x W (Width) x H(Height) = Cubic inches
• For US Domestic Air Shipments: Divide the cubic size by 194 to determine dimensional weight in pounds. Any fraction of a pound will be calculated at the next highest rate.
• For International Shipments: Divide the cubic size by 166 to determine dimensional weight in pounds. Any fraction of a pound will be calculated at the next highest rate.
• Determine Billable Weight: Compare each package’s actual weight to its dimensional weight. The larger of the two weights is the billable weight and should be used to calculate the rate.

Truck Freight:

• Truck freight will be utilized for anything that a small package carrier such as UPS or FedEx do not accept that is over their size and weigh restriction.
• Truck freight will be utilized for large parts that require special handling due to their shape, weight or packaging. I.E. body kits, trunks, hoods.
• Most orders will be processed within 24-48 hours of order receipt, however, trucking companies may not pick up the same day that your order has been processed for shipping.
• In stock orders can take up to 4-10 business days for delivery to your door for the lower 48 contiguous states.
• Our truck freight charges listed on our site calculates shipping ONLY to the lower 48 continuous states. For orders placed by customers located in Alaska and Hawaii, there will be additional shipping cost. We will email you the revised shipping quote. Truck freight to Alaska and Hawaii may take up to 14-21 days.

Placing an Order:

• All orders placed with Turtle Factory, either by phone, fax, mail or online constitutes the acknowledgement and acceptance of all conditions listed in Turtle Factorys’ Terms and Conditions.
• We accept Visa, MasterCard, Discover, American Express, and PayPal. These are only accepted for US Domestic and Canada orders only.
• WE ONLY SHIP TO THE BILLING ADDRESS OF THE CREDIT CARD.
• All PayPal accounts must be VERIFIED with a CONFIRMED address. Products will only be shipped to the PayPal confirmed addresses. If payment is received without a confirmed address, we will automatically refund your payment.
• If your Billing address is to a PO BOX, APO and FPO, we can only utilize USPS and are restricted to their weight and size restrictions.
• Most orders will be processed within 24-48 hours of order receipt.

International Orders:

• Unfortunately, the Credit Card Companies such as Visa, MasterCard, Discover and American Express are not able to verify billing address for International credit cards. Therefore, we cannot accept international orders with these types of payment.
• International orders can be placed by emailing info@TurtleFactory.com. On the SUBJECT LINE – please put “Placing an International Order”.
• In the body of the email, state the following:
  • Your Name
  • Your Shipping Address
  • Your Phone Number
  • Quantity
  • Product ID
  • Product Description
  • Price
• We will email you back with a total including shipping cost via UPS WorldWide Expedited if the service is available. If UPS Expedited is not available to your country, then, UPS WorldWide Save shipping cost will be utilized.
• In our return email back to you, we will provide the following:
• Your Estimate Invoice which will list all pertinent information related to your order.
• Total Amount that needs to be wire transferred to Turtle Factory’s Bank Account.
• Turtle Factory’s Bank Routing Information so that you can wire transfer the money to Turtle Factory.
• Please email us a copy of your wire transfer transaction to info@TurtleFactory.com, on the SUBJECT LINE – please put “Wire Transfer for Estimate #XXXX”. This will help us look for your wire transfer and match it up against the Estimate #.
• Some of the products come from different warehouses and therefore, we need to ship all the goods to our Livermore facility first and then consolidate and ship as ONE shipment to you. All the goods for international orders are double checked for accuracy of part numbers and that the products are in good condition upon leaving our Livermore facility.
• Turtle Factory’s estimate to you DOES NOT include your country’s import duty and tax rate. The Buyer will have to pay the shipping carrier for these charges and will generally come in COD (cash on delivery) by the carrier such as UPS or FedEx.
• There is NO RETURNS on International Orders.
• If you refuse the shipment from the carrier, we will instruct the carrier to abandon the goods as the carriers charge return shipping back to Turtle Factory which will result in more of a loss. Therfore, there are NO REFUNDS on International Orders.
• Our products are generally listed for US Car Make and Model, therefore, Buyer assumes all risk and responsibility in ensuring that product ordered will fit your Region’s Make and Model.

Canadian Shipments: Turtle Factory ships UPS Standard to Canada. The purchaser is responsible for all duties and taxes charged to the shipment. By purchasing from this site you agree to pay any and all additional fees and taxes due upon delivery to purchaser.

Refused items: The purchaser agrees to pay all shipping charges accrued To and from their location. Turtle Factory will not refund shipping or duties on refused shipments.

Tracking an Order:

We strongly urge customers to register with Turtle Factory when placing an order. We strongly urge customers to provide an active email address as well since a lot of the order information is processed automatically for registered users.

• If you registered with us when you place your order, you can track your orders online by logging in back into your account. Tracking numbers are generally updated after 2000 hours MST at the day of shipment.
• If you did not register, you can email us at info@TurtleFactory.com. On the SUBJECT LINE – please put Order Tracking – Order #XXXX, please put your Order Confirmation number you received when you place the order.

Holiday Schedule:

Orders will not be processed nor shipped on these days as Turtle Factory observes the following Holidays and will be closed:

• Memorial Day – May 31, 2010
• Independence Day (observed) – July 5, 2010
• Labor Day – September 6, 2010
• Thanksgiving Day – November 25, 2010
• Day after Thanksgiving – November 26, 2010
• Christmas Eve – December 24, 2010
• Christmas Day – December 25, 2010
• New Year’s Eve – December 31, 2010
• New Year’s Day – January 1, 2011

Damaged Shipments:

• Inspect your parcel carefully before signing for package. Note any irregularities or damage on the freight receipt. If the package is in good condition, open it immediately and check for hidden damages.
• If you should receive parts damaged by the Shipping Carrier, you must call Turtle Factory at 801.810.6686 within 24 hours or claim cannot be filed
• KEEP all original packaging, including packing materials and original shipping carton.
• DO NOT return damaged items without prior approval.
• TurtleFactory.com will call UPS to report the claim. UPS will issue a Damaged Call Tag and have the package returned to TurtleFactory.com.
• Turtle Factory is not responsible for damages caused during shipping.
• Turtle Factory is not responsible for the shipping cost for returned damaged goods received.

Shortages:

• Please open your order immediately upon receipt. Check your invoice for backordered items. Backorder parts will come in a separate box. Inspect packing list with the products shipped.
• If shortages are found, please inspect box for split, crack or tears. Notify TurtleFactory.com immediately.

Cancelling an order:

Provided the order has NOT been processed, cancelling an order with Turtle Factory is possible. Please follow these steps:

• Contact Turtle Factory immediately at 801.810.6686 and request to cancel the order.
• Email info@TurtleFactory.com and put on the SUBJECT LINE – Cancel Order #XXXX. Please provide your order confirmation #.
  • In the body of your email, state the following:
  • Your Name
  • The Product ID
  • The Product Description
• You will receive an email confirmation within the same day stating that your order has been cancelled, for as long as you registered at the time of Checkout.

Return Policy:

• ALL returns are subject to a 25% RE-STOCKING fee that are not a direct result of our error.
• We will only accept authorized returns within 15 calendar days of the received/delivery date.
• All authorized return merchandise must be unused and in its original saleable packaging.
• ALL packaging, documentation, warranty cards, instructions and hardware MUST also be returned.
• Any missing part disqualifies your return for refund. Buyer is responsible for return shipment.
• Your Invoice and/or Packing Slip must also be returned.
• Buyer pays for the shipping cost of the return. Collect shipments will NOT be accepted and will be refused.
• Insure the returned parts for its full value to protect yourself against loss with the carrier.
• All returns must be packaged properly; we are not responsible for damaged returns resulting from improper packaging. We do not determine improper packaging. The carrier you utilized is the one that determines this. If a claim needs to be filed for your return, the Buyer needs to file the claim with the carrier utilized as you become the Shipper for a return.
• No return or exchange on merchandise that shows signs of having been installed, modified, or painted.
• No return or exchange on Light Bulbs, Electrical Items, Body Kits and/or body parts, Custom Made Parts, Clearance Items, Manuals, DVD’s or Special Order items.
• No refund on shipping charges.
• All return products must have a RETURN MATERIAL AUTHORIZATION # (RMA#) issued by Turtle Factory.
• All approved returns will be credited with a company check.

Non Returnable/ Non Refundable Items:

• Light Bulbs
• Electrical Items
• Special Order Items
• Body Kits and/or any body parts
• Custom made products
• Clearance Items
• Manuals
• DVD’s

Returns Procedure:

Provided that you have met our Returns Policy, please follow these steps:

• Contact Turtle Factory at 801.810.6686 or Email your Request for Return to info@TurtleFactory.com and put on the SUBJECT LINE – Return Request Order#XXXX. Please provide your order confirmation #. In the body of your email, state the following:
  • Your Name
  • Your Address
  • Your Phone #
  • Product ID being returned
  • Product Description being returned
  • Sales Invoice Date
  • Date item received
  • Reason for return
• RMA number and return shipping instructions will be emailed within 2-3 business days after receipt of your email with completed information.
• No returns will be accepted without an RMA number.
• Please DO NOT PUT THE RMA # on the box. RMA #’s put on the box will disqualify your return.
• RMA # should only be PLACED on the shipping label.
• Please see RETURN POLICY above as to the terms and condition of our return policy.

Sales of Products and Parts:

• All prices are subjected to change without prior notice.
• In the event of an incorrect price listed due to typographical error, we reserve the right to refuse or cancel any orders placed for product listed at the incorrect price. Customers will be notified via EMAIL ONLY.
• We reserve the right to correct prices or calculation errors.
• We reserve the right not to process any order where we feel that it will put either party in a vulnerable position either financially or for any other justifiable reason. We will contact every customer placing an order to notify them of the resolution. If both parties cannot come to an agreement, we will proceed with order cancellation via the EMAIL ONLY. If no email is on record, we will make necessary notations on the order for our records.