Support

Have any questions? Feel free to write an email to support@spiritofturtle.com.

Or use the live chat on the bottom of your screen.

Let us know if we can help you with anything, to make your shopping experience even greater.

Frequently Asked Questions

Ordering

How do I place an order?

You can place an order by going to the web store, choosing whether you want a High-Resolution Download or a Hybrid SACD and selecting the album of your choice.

After this, the product’s page will display the cover art, description, music previews and more. When ordering a High-Resolution Download, simply select the format of choice and click on ‘add to cart’. When you’re done shopping, go to ‘cart’, fill out your details and select a payment method to complete the ordering process.

When you have selected a Hybrid SACD, we mail you the disc as soon as the payment gets through. High-Resolution Downloads will be added to your account.

Which payment methods can I use?

At the moment there are a number of payment methods on The Spirit of Turtle Store.

PayPal

Firstly, you can pay with your PayPal account using the ‘PayPal’ option. Here you can log in using your PayPal username and password and complete the payment.

Credit Cards

Secondly you may also pay with most major credit cards such as Visa, Mastercard, American Express and Discover Card. This is also done by selecting the ‘PayPal’ option and selecting the ‘I don’t have a PayPal account’ option at the PayPal screen.

iDeal and others

Thirdly, by selecting the iDeal option, you can choose from a number of different payment options, such as iDeal, Mister Cash, Online Bank Transfer, MiniTix, and SMS Payments. Simply select the iDeal option, and at the iDeal menu please select the preferred payment method.

How do I create and manage my Wishlist?

On The Spirit of Turtle, you can create your own wishlist, simply by clicking the heart-icon in the store or at a product page.

You can also share this wishlist with your Facebook, Twitter, Pinterest or Google+ friends, by clicking the appropriate share-button at the bottom of the page. This way you can share all of your favorite albums with your contacts!

If you are logged in using your The Spirit of Turtle account, your wishlist is automatically saved to your account, so you can access it on other devices such as your smartphone or tablet.

How do I use Coupon Codes?

You can add coupon codes for special discounts just before checkout at the ‘cart’ page.

Simply add the products of your choice to the cart, and fill in the coupon code (case-insensitive) at checkout. When done, click the ‘apply coupon’ button.

Your special discount is now visible in the ‘cart totals’ section.

I've received the wrong (or a damaged) product. What do I do?

If you have received the wrong product, please refer to your invoice and check whether the catalogue index number matches to product you have received.

If this is not the case, please contact us at support@spiritofturtle.com and he will provide you with a solution. You may also use our live chat, located at the very bottom right of your screen.

If you have received a damaged or incomplete product, also please contact us at support@spiritofturtle.com or meet us at the live chat on the bottom right of your screen.

Can I return a product?

Yes you can, in most circumstances. Please send an email with your order details to support@spiritofturtle.com to get help, or use the live chat located at the bottom right of your screen.

Shipping

When can I expect my order?

If you have purchased a digital format such as FLAC or DSF, you will be able to download the product as soon as the payment is successfully processed.

If you have purchased a physical format, you can expect it within three business days.

We always try to ship the product within 48 hours of a successful payment. It will then take about a day for the shipping company to deliver it to your address. We will also always try to keep shipping time as low as possible to be able to quickly provide you with your favorite music.

What are the shipping costs?

To be able to send you our products, we charge a small fee that is roughly equal to the costs of the shipping company we use. Of course this price is strongly dependent on the kind of product.

If you have purchased a compact disk, standard postal rates apply. For larger box sets and shipping to foreign countries, higher rates may apply.

We ask you kindly to refer to the ‘shipping costs’ section on the ‘cart’ page. Of course, shipping costs are not charged for digital release formats.

I accidentally ordered the wrong product. Can I cancel my order?

If you accidentally bought the wrong product, please respond as soon as possible by writing us an email at support@spiritofturtle.com, or connect with us through our live chat at the bottom right of your screen.

It may be possible we haven’t already shipped it already and therefore can cancel the order. If it’s not possible to cancel the order, we’ll get in touch on how to replace the item you have ordered with the one you wanted.

Playback

How do I play Hybrid SACD discs?

More info soon..

How do I play Hybrid SACD discs?

More info soon..

How do I play FLAC files?

More info soon..

How do I play DSF files?

More info soon..

My Account

How do I create my own Spirit of Turtle account?

More info soon..

How do I change my billing / shipping address?

In The Spirit of Turtle store, it’s possible to change your billing and shipping address. It’s also possible to have a different shipping address than your billing address.

To change these details, go to your account by clicking ‘my account’ in the ‘store’-menu. You will now see your account details. In the left menu, select ‘address book’. Here you can select which address you want to change, and edit it by clicking ‘edit address’.

How do I change my password?

It’s possible to change your password once you’re logged in to your account. Simply navigate to your account page via ‘store’, ‘my account’ and click on ‘change password’ on your account page.

To change your password, type in a new one in the text box all the way down the page. Confirm it by re-typing it in the box to the right. Click ‘save changes’ to save your new password to your account.

© 2015 The Spirit of Turtle

Edison Production Company B.V.

Molenstraat 13

4175 CA Haaften

The Netherlands

a design by Brendon Heinst

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