Terms and Conditions of Purchase

Ordering Information Payment Methods Shipping Information Returns Policy

Products purchased on our web site are subject to the following terms and conditions. Voyetra Turtle Beach, Inc. ("VTB") reserves the right to change these terms and conditions without prior written notice and at the sole discretion of VTB. The sale of VTB products shall be governed by the laws of the State of New York excluding the conflict or choice of law provisions as well as export laws and regulations of the United States of America.

Ordering Information

Business Hours
Our office hours are from 9:00 AM to 5:00 PM EST, Monday through Friday.

Because of time-sensitive shipping schedules, any changes to an on-line Order (including address or email correction) should be requested in writing via email, always referencing the Order number. Additional information may be requested for verification and security. The most efficient way to contact us is to Reply to the Confirmation email you received, which contains all the necessary information. While we can apply any changes prior to shipment, only FedEx can make changes to the shipment after FedEx has received the package for shipment. After this, it is the customer’s responsibility to contact FedEx directly to make any changes to the shipment. Please note that we reserve the right to refuse to process any order.

Within one hour after your order is completed, you should receive a confirmation email with your Order number. If you do not, please send an email to: esales@turtlebeach.com. Please make sure that you do not have any anti-spamming, filtering or blocking software enabled, as this may prevent you from getting your email.

VTB is obligated to collect sales tax for purchases delivered to customers located within the State of New York. Unless the customer provides a valid and correct tax exemption certificate applicable to the product ship-to location prior to VTB’s acceptance of the order, Customer is responsible for sales and all other taxes associated with the order. For International orders, Customer is responsible for all additional Customs, Duty or Brokerage fees, as well as any VAT (Value Added Tax) that may be applicable to that Country.

Our policy is to implement product updates, improvements and/or revisions as deemed necessary. We may revise and discontinue products at any time. Please note that some upgrades may not be available for online shopping. You may contact our Sales or Support department for more information.

Payment Methods

We do not accept C.O.D. orders.

Shipping Information

We utilize Fedex (within the continental USA) and FedEx 2nd Day Air or Ground (for Hawaii, Alaska, and Puerto Rico) for shipping all standard online merchandise. Our on-line store receives the Shipping Charges directly from FedEx. The on-line store automatically calculates the shipping cost for your items based on the Country & State you've entered on the "Shipping Information" form. Oversized products may incur higher shipping costs.

• Baskets containing only Downloadable Software incur no shipping cost.
• Next-Day is available only in the continental USA. Additional shipping costs will apply.
• Next-Day service is next business day after your charge is approved and the shipment is picked up for delivery by FedEx.
• FedEx does not deliver on Saturdays, Sundays or holidays.

We do not ship Internationally as it is too expensive and there are too many problems. You may find a list of all available North American and International Distributors, Resellers and Retail Stores on our Website under the Support section. If a certain Country is not listed, that means that there is no Distributor in that particular Country. Please note that some of our products may not be available Overseas. We cannot know whether a particular Distributor has stock of a particular product at any given time. If all else fails, you should be able to order the product you are looking for from an on-line service such as Amazon.com,  JandR.com, etc. who may also ship Overseas. Please note that we do not service, and our Warranty does not cover, units purchased and/or used outside the USA.

We ship via FedEx International Economy to Canada. FedEx guarantees delivery within three days to most destinations, after they have received a package. While this service is expensive, it is very convenient and provides ‘peace of mind’ as your package will not be delayed or subjected to unexpected additional Brokerage Fees imposed by Canadian Customs. However, in some cases you still might have to pay for Sales Tax that may be applicable. A valid daytime phone number is required by FedEx for delivery purposes, as it may be necessary to contact you regarding any delays or problems with your order. Therefore, orders without a valid daytime phone number cannot be processed.

A Sales representative will contact you if any item is out of stock and cannot be shipped with the rest of your order. You will be asked if you want your order to be shipped partially or complete. We will hold your order for a period of no longer than 30 days so that all merchandise can be shipped together.

Occasionally we must backorder items that are out of stock. Backorders are held for 30 days; if the product is not in stock within this time, your order will be cancelled and you will be notified of the cancellation. If the price of the out of stock line item is less than $20.00, the invoice will indicate "Please Reorder" and you will need to order that item as part of a new order totaling $20.00 or more when the part becomes available.

Return Policy

• An order cannot be cancelled once it has been processed, unless the ordered item is unavailable.
• All return shipping and any additional fees are to be paid by the customer.
• Electronic Purchases of Downloadable products cannot be cancelled. You do not purchase the Download, which is available free of charge as a Demo to Try in your system prior to purchasing. Instead, you purchase the Product ID / License to use the fully licensed program in one computer system.
• To request cancellation of unshipped or backordered items, please send an email to: esales@turtlebeach.com by 3:00 PM EST on the day the order was placed. The email subject should include the Order number. If the order was placed after 3:00 PM EST, or during a holiday or weekend, please send an email to esales@turtlebeach.com by 11:00 am on the next business day. A transaction processing fee will apply for cancellations that were requested outside the above mentioned time periods. Orders that were already processed by our Shipping department cannot be cancelled and Customers are responsible for all additional Shipping charges to and from the Company, as well as restocking and/or transaction processing fees.
• In addition to the return shipping charges, a $10.00 service fee will be charged for items returned due to refusal, incomplete / erroneous shipping address or unauthorized returns.

• Software products are not refundable. Sales of Software products are final.
• For Hardware products purchased directly from us, please send an email to: esales@turtlebeach.com with your VTB on-line Order number to see if we can help resolve your issue.
• A 15% Restocking fee applies to all returns within 30 days of the date of purchase.
• Additional restocking fees will apply for any missing components, cables etc.
• Shipping charges are not refundable as our shipping carriers will not refund their costs to us.
• Any returned product must be in its original packaging and in re-sellable condition.

• Send an email to esales@turtlebeach.com. The subject should include the Order number.
• The Sales Representative will apprise you of your return eligibility and/or any additional action(s) that must be taken.
• Given that the above stipulations are met, you will be issued an RMA number (Return Merchandise Authorization) that will be emailed to you with detailed instructions.
• You must ship the merchandise back to VTB with the RMA number clearly marked on the outside of the packaging.
• Unauthorized packages without a valid RMA # will be refused by our shipping department and returned to sender at the sender’s expense.
• Include the packing slip and a copy of the order in the package.
• All return shipping is to be paid by the customer.
• We must receive the return within 20 days after you receive your RMA number. The RMA number will expire on the 21st day after it was issued, at which time any returned product/s will be refused.
• Please ship the product back to us via a traceable method (FedEx recommended).

All products were designed for the Operating Systems and associated hardware that are listed on their boxes and on our Web Site (usually in System Requirements or What Do I Need). For Downloads this information is listed on the product’s Web page(s). Demo versions of our Software products are also available to Download to try in your own system free of charge, on the product page under the Try It button. This way, you can ensure functionality, compatibility and satisfy all your expectations, before committing to a purchase. Use of our products with unlisted Operating Systems is not recommended, not supported and it does not constitute reason for a refund or reimbursement of any kind. VTB makes no warranties that our products will function as expected in unconventional or problematic system configurations. Likewise, VTB does not provide any guarantees for compatibility with 3^rd Party products.

This Terms & Conditions represents the Terms & Conditions and supercedes all other agreements, written or verbal between VTB and customers who place an order through our Online Store or our Sales representatives.