FAQs

Orders placed before 3pm CST are usually dispatched 1 business day after the order has been placed. (Business days are Monday - Friday). If your order contains multiple items these may be dispatched separately. 

How long will it take for my order to arrive?

Your shipping time will depend on which shipping method you have selected for your order [and where you are located], and is stated from the date your order is dispatched. Please note delivery to Hawaii and Alaska may take longer.

Standard Shipping - Free
3-8 business days

Priority Shipping
2-5 business days - $14.99 or FREE with minimum spend of $80.00

We usually ship all orders via DHL, although we may use other carriers such as USPS to complete delivery.

We aim to fulfil all our orders by their estimated delivery date, however shipping times are out of our control once your package leaves us.

Can I track my order?
Yes, we’ll send you an email with your shipment information and tracking number when your order has been dispatched.

What if my order hasn't arrived?

If your order hasn’t arrived please:

Check your delivery address was entered correctly, please contact us if there are any errors.

Check the delivery timeframe for your shipping method; if this timeframe has passed, please wait an additional 24 hours for any deliveries to be completed.

Check with your neighbours to confirm whether they have accepted your parcel.
If you have completed these steps and you have still not received your order, please contact us and we will be happy to help you out.

Do you ship internationally?

Yes! Please see our other stores below -

UK | EU | | Middle East |Asia Pacific | Canada | Australia | Global

 

Alternatively from our US store we ship to Switzerland, Finland, France, Italy, Netherlands, Norway, Sweden, Philippines, India, Malaysia, Pakistan, Taiwan, United Arab Emirates, Venezuela, Hong Kong SAR, Israel, Belgium, Spain, Japan, South Korea, Canada, Germany, Denmark, Mexico, New Zealand, Puerto Rico and Singapore.

Can I return my order?

Yes, we offer FREE returns in the US! You have 100 days to return your order. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To begin your return, please fill out our contact form with a note of your order number, the products you wish to return and your reason for returning. Our customer service team will provide you with a prepaid return label to complete your return.

Can I return orders bought from Amazon?

We’re only able to accept returns for orders purchased on trtltravel.com. To return items ordered from Trtl’s Amazon store, please get in touch directly with Amazon’s customer service team.

To complete your return, we require your order number or proof of purchase.

Can I return part of a bundle?

We can't guarantee partial refunds or exchanges on bundles, and you may be asked to return the bundle in full to receive your refund. In line with our returns policy, all items in the bundle should be in their original condition and packaging.

When will I receive my refund?

Once your return is received and inspected at our warehouse, our team will process your refund within 30 days. You will be notified when your refund is processed, and your refund will be automatically credited to your original payment method within 5-10 business days, though please note this may take longer depending on your bank

When would I not be eligible for a refund?

We are unable to accept or approve returns with items that are:

• Not in their original, unused condition
• Damaged or missing parts for reasons not due to our error
• Returned more than 100 days after purchase
• Missing proof of purchase
• Not purchased from trtltravel.com (e.g. Amazon orders)

 

Do you offer an exchange?

We’re happy to exchange any faulty or defective items purchased directly from our website.

If you need to exchange your product for the same item, please fill out the contact form with your order number and the reason for the exchange to begin the process.

I haven't recieved my refund - what should I do?

If your refund hasn’t arrived yet, please:

• Check your bank account again - your refund should show under TRTL TRAVEL on your statement
• Contact your credit card company or bank - it may take some time before your refund is posted after it has been processed by our team (typically a maximum of 30 days from your refund notification)

If you’ve completed these steps and have still not received your refund, please get in touch with our support team via the contact form

Products

How does the Trtl Pillow work?

Step 1: Open and extend your Trtl Pillow, holding the central grip in one hand and the scarf in the other, and place the scarf behind your head.

Step 2: Position the curved support to either the left or right of your head, wherever feels most comfortable for you. 

Step 3: Wrap the scarf around your neck, securing the hook & loop fastening to your desired comfort level. It should be snug enough to feel secure, with room to relax.

 

How do I adjust the Trtl Pillow Plus?

Hold the support in one hand and loop the scarf around the back of your neck.
Push in and twist the dials to adjust the height of your support.
Wrap the scarf around your neck and secure using the hoock and loop system on the outside of the support, covering the dials.