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AQ Marketplace Frequently Asked Questions

  1. When will my order be shipped?
  2. What shipping methods are available?
  3. How much is shipping and handling?
  4. What payment options are available?
  5. What is your return policy?
  6. What does the order status mean?

When will my order be shipped?

In most cases, within a few days of when payment is received. Green Tortuga will typically walk to the post office two or three times a week to mail various items, check the PO box, and such. There's not set schedule when this happens, though, and he'll mail your items the next trip he makes to the post office. When he's on vacation or out of town, however, it could take a couple of weeks before your order is in the mail. Green Tortuga will generally carry a few extra patches with him when he plans to be out of town for an extended period of time so he can still mail off smaller items relatively quickly, but no promises!

So long story short: Usually you should get your order within a week of when payment is received. Those who pay using a check or money order—the clock doesn't start until payment is received. If a month has gone by and you haven't received your order, please let us know.

What shipping methods are available?

For the time being, we only ship with USPS and, in most cases, using first class. For some orders, we might use flat rate priority envelopes and boxes if that turns out to be cost effective, but you should expect first class shipping and if your order gets upgraded to priority, it's just a bonus. =)

How much is shipping and handling?

It depends on what you order. Small, lightweight things like patches are cheaper to ship than heavy or large items like AQ pencils or calendars. Shipping within the United States is cheaper than shipping to Canada, which is cheaper than the rest of the world. You can set the destination country for your order while viewing your shopping cart, and AQ will update the shipping prices accordingly based on the destination and the contents of your cart.

What payment options are available?

We accept personal checks and money orders in U.S. dollars that can be used at U.S. banks. Make them out to Ryan Carpenter, and mail them to P.O. Box 16131, Seattle, WA 98116.

Quicker and perhaps the only option available to those who order from outside of the United States is to use PayPal. Through them you can also pay with credit cards, bank accounts, or an already existing balance in your account.

What is your return policy?

For the most part, there is none. =) Once you've ordered it, it's yours! We don't want it back! But if we make the unspeakable mistake of sending you the wrong order or a defective product, we'll do the honorable thing and take it back and make things right. Ideally, however, that'll never happen if we have anything to do about it. If you have questions about a product, you should ask them before placing an order—and certainly before paying for an order.

What does the order status mean?

You can check the status of your order at any time, which will always be in one of the following states:

pendingThis means your order is in the system but payment has not been initiated.
confirmedThis means that the payment for your order has been initiated but has not yet been completed. This typically happens if you pay using a bank account or e-check on PayPal where a payment takes several days to clear, or if you send a personal check that has been received but has not yet been deposited or cleared.
paidYour payment has successfully been processed. Now it's just a matter of getting your item shipped!
shippedYour order is in the mail and on its way to you!
canceledYour order has been canceled. This may occur if payment for an order is not received with a reasonable amount of time.