Turtle’s Back Publishing – Return Policy

Effective Date: Jan 1, 2025

At Turtle’s Back Publishing, we take pride in the quality of our publications and strive to ensure complete satisfaction—whether you're a reader or a retail partner. The following return policy outlines our process for both individual customers and wholesale/retail clients.

For Individual Customers (Direct-to-Consumer Orders)

Eligibility for Returns

You may return physical products purchased directly from Turtle’s Back Publishing within 10 days of receipt if:

  • The item is unused and in new condition

  • The item was received damaged or defective

  • You received the wrong item

Items not eligible for return:

  • eBooks or digital products (unless corrupted or not functioning)

  • Indigenous Language Items

  • Final sale, clearance items, or print-on-demand titles

  • Personalized, signed, or custom-made orders

Return Process

To initiate a return, contact us at TBP_Manager@onlc.ca with:

  1. Your order number

  2. A brief explanation of the issue

  3. A photo of the item (if applicable)

We will provide a Return Authorization Number (RA#) and mailing instructions. Returns sent without an RA# may not be accepted.

Refunds & Exchanges

  • Refunds are processed to the original payment method within 7–10 business days after the item is received and inspected.

  • Exchanges for the same item are available, pending stock.

  • Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective item.

For Retailers & Wholesale Clients

We value our partnerships with bookstores, libraries, and distributors. Our wholesale return policy reflects standard publishing industry practices.

Return Window

Retailers may return eligible unsold items within 90 days of the invoice date. Returns must meet the following conditions:

  • Books must be in resalable condition (clean, unmarked, and undamaged)

  • Returns must be accompanied by the original invoice number or packing slip

  • Prior authorization is required for all returns

Non-Returnable Items

  • Indigenous Language items

  • Out-of-print titles

  • eBooks or digital products (unless corrupted or not functioning)

  • Final sale or print-on-demand

  • Personalized orders

  • Custom editions or special orders

  • Damaged or stickered books (unless damaged in transit)

Return Authorization & Shipping

To request a return authorization, email ONLC.TBP.OA@onlc.ca with:

  • Your account name and contact info

  • Invoice or PO number

  • List of titles and quantities

Returns should be shipped prepaid to:

Turtle’s Back Publishing
#407 - 16 Sunrise Court
Ohsweken, ON, N0A1M0
Canada

Unauthorized returns or returns shipped to the wrong address may not be credited.

Credit Policy

  • Approved returns will be issued as account credit or based on prior agreement

  • Credits are processed within 7-10 business days of receipt

  • Shipping charges are non-refundable, unless due to our error

Damaged, Defective, or Mis-shipped Items

Wholesale partners please report damaged, defective, or mis-shipped items within 21 business days of receipt. Provide photos and your order number for prompt resolution.

We will either:

  • Replace the item at no cost, or

  • Issue a full refund, including shipping

Contact Information

Customer Service (Individual Orders):
📧 TBP_Manager@onlc.ca

Wholesale & Retail Accounts:
📧 ONLC.TBP.OA@onlc.ca

📦 Returns Mailing Address:
Turtle’s Back Publishing
#407 - 16 Sunrise Court
Ohsweken, ON, N0A1M0
Canada