Hi there! Got a question? See our FAQ below. If you still need help, please contact us and we'd be more than happy to assist you.
Q: Why am I being charged for shipping when my order is over $50.00?
A: Only orders that are over $50.00 after all discounts/promotional codes/coupons/vouchers are applied are offered free shipping. The overall total, not the sub-total, of your order must be over $50.00 to qualify for free shipping. International Orders do not qualify for free shipping.
Q: Do you ship outside the U.S.?
A: You bet! Please see details under Shipping Information.
Returns and Exchanges
Q: What is your return/exchange policy?
A: We will gladly accept any unwashed and unworn merchandise in its original condition for return or exchange within 30 days of purchase with the original tags and hygienic liners in place. We will not accept any damaged merchandise due to improper care. Any shipping charges incurred on your original order are not refundable. If you receive a defective item, please call us at (877) 684-7946 or e-mail us at CustomerCare@SwimSpot.com.
Q: How do I return/exchange something?
A: If you are not 100% satisfied with your order, please fill out the Return/Exchange Form included in your package and send it back to us at:
SwimSpot Holdings, LLC.
ATTENTION: Returns Processing
2692 Dow Avenue Tustin, CA 92780, U.S.A.
Q: How do you process returns/exchanges? What is the cost of return shipping?
A: If you are simply returning an item, you can either choose to pay your own shipping or fill out our pre-paid USPS Return Shipping Label. There is an $8.00 return shipping charge that will be deducted from your refund for the use of this label without an exchange.
If you are exchanging an item, please fill out our complimentary pre-paid USPS Return Shipping Label at no charge. 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.
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: 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 7 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.
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: Why was $8.00 deducted from my refund?
A: If you choose to use our pre-paid USPS Return Shipping Label without an exchange, an $8.00 fee will be deducted from your return.
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 us a call at (877) 684-7946 or 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 call us at (877) 684-7946 or 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 call us at (877) 684-7946 or e-mail us at CustomerCare@SwimSpot.com for further assistance.