FAQ

FAQs
Hello Sunshine!
Got a question? See our answers, below:

Q: How do I contact you?
A:
Please email us a CustomerCare@SwimSpot.com or call us at 877-684-7946

Returns and Exchanges

Q: What is your return/exchange policy?
A: We will gladly accept any unwashed and unworn merchandise in its original condition within 14 days of your purchase date for returns or exchanges with the original tags and hygienic liners in place. We will not accept any damaged merchandise due to improper care or worn items.

Q: How do you process returns/exchanges? What is the cost of return shipping?
A: Return packages must be postmarked within the 14 days following delivery.  Return packages postmarked after this time frame may be subject to denial and sent back to you or a store credit will be issued. 

Return packages postmarked within the first 10 days following the delivery date, will qualify for free return shipping. Return packages postmarked after the first 10 days from delivery will have a $7 fee deducted from the refund amount.

Q: How long does it take for my return/exchange to be processed?
A: Once we receive your return/exchange in the mail, it can take up to 10 business days to process. You will receive a confirmation e-mail once your return/exchange is made, and the refund will be returned to your original form of payment. Please note that return packages sent typically take 3-7 business days to be delivered to our offices.

If you are exchanging an item, you will first be refunded to your original method of payment for the merchandise you are sending back, and then an entirely new order, at no shipping cost, will be charged to that same payment method for your exchange, unless otherwise instructed. Separate confirmation e-mails will be sent to the e-mail you provided at checkout for your refund and exchange order.

For exchanges with a promo code applied, if you are exchanging part of your order, any amount left over from your promo code will be applied to your exchange order. If you are exchanging your entire order, you will first be credited for the amount you have paid over the promotional value, and that value will be applied to your exchange order. Please note that vouchers such as LivingSocial and Groupon deals are only good for one exchange. No exceptions.

International Orders do not qualify for free return/exchange shipping.

If you are returning/exchanging an order with a promo code applied, please see Vouchers, Coupons, and Promotional Offers below.

Q: I received an e-mail confirmation for my refund - why isn't it showing up on my card?
A: Refunds are credited to your original form of payment, unless otherwise instructed. Please allow up to one billing cycle for your refund to reflect accurately in your account.

Q: Why was I not refunded for the shipping charge on my original order?
A: Shipping charges are non-refundable.

Q: How do I initiate a return or exchange?
Special offers may be subject to reduction by a return/exchange or cancellation.

We do not provide return labels for international orders at this time. 

SwimSpot will not be responsible for lost or damaged packages. We cannot accept COD shipments. Please keep a copy of your tracking number so you can track it as well. 

No refunds can be issued for any amount purchased through another website/source other than SwimSpot (i.e. LivingSocial, Groupon, et

The processing time for returns/exchanges is 1-4 business days upon receipt. During our peak season (March 15th - July 30th) there may be a delay in processing time.

If you receive a defective item, please e-mail us at CustomerCare@SwimSpot.com.

Swim Specialist

Q: How can I get in touch with a Swim Specialist?
A: It's easy! Feel free to email us at SwimSpecialists@SwimSpot.com, Chat us directly or contact us at 833.258.0054

Vouchers, Coupons, and Promotional Offers

Q: I purchased a voucher deal with another website (i.e., Living Social, Groupon, etc.) and I'm trying to use the voucher number/promotional code. Why isn't it working?
A: Any voucher number/promotional code purchased from another website may take up to 48 hours to become active in our system. Once valid, these voucher numbers/promotional codes cannot be combined with any additional promotional codes or discount offers and can only be used with non-sale items. If you'd like help placing your online order with your voucher/promotional code, we are more than happy to help. Give e-mail us at CustomerCare@SwimSpot.com.

Q: I want to use my voucher number/promo code, but one of the items I want to purchase is on sale.
A: Unfortunately, we cannot offer a further discount on an already-discounted item. If you would like to purchase a sale item, and use a voucher/promo code on other full-priced items, you will need to place separate orders, or we can help you do this over the phone. Please e-mail us at CustomerCare@SwimSpot.com for assistance.

Q: What if I need to return/exchange something that I used with a voucher deal/coupon code?
A: Please see Returns & Exchanges. If you are making a return, we will gladly refund any amount you have paid over your voucher/promo code minus shipping. If you are returning only part of your order, any amount left unused must be forfeited. If you are returning your entire order, your voucher number/promo code will be reactivated for use, with its original restrictions applied.

If you are exchanging part of your order, any amount leftover from your voucher number/promo code will be applied to your exchange order. If you are exchanging your entire order, you will be refunded for whatever you have paid over your voucher and the voucher/coupon will be applied to your exchange order. Please note that vouchers such as LivingSocial and Groupon deals are only good for one exchange. No exceptions.

Q: Why wasn't I refunded for the cost of my voucher deal/coupon code when I returned my order?
A: We are unable to refund any amount purchased through another website. Any voucher deal/promotional code purchased from an outside source (i.e., Living Social Groupon, etc.) can only be refunded by the company you paid for the voucher/promo code from.

Q: The promotional value of my voucher/promo code is expired, but the paid value is not – why is the website not allowing me to apply it to my order?
A: If your voucher has expired, we will need to place your order over the phone. Please e-mail us at CustomerCare@SwimSpot.com for further assistance.

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