Shipping & Return Information
Holiday Free Shipping - November 16 - December 15
The "free shipping on orders of $25 or more" promotion is valid on orders shipping to addresses within the continental United States and does not apply towards express shipping methods. If your order qualifies for this offer, free ground shipping will automatically appear to you as an option during checkout, so there is no need to enter a promotional code. Separate transactions cannot be combined to reach the $25 subtotal. Thank you for shopping at SwimWays.com!
Where do you ship?
How quickly will my order ship?
We ship to the United States (excluding territories) and Canada. We're sorry but we cannot ship to P.O. boxes. (This includes APO and FPO.)
How are shipping fees determined?
Shipping fees are calculated based on actual rates and the weight of the products you order. Shipping charges will appear to you on the screen during the checkout process before you confirm your order. You will know how much the shipping will be before you are fully committed to the purchase. (Please see note below for orders shipping to Canada.) In some cases, shipping is based on a flat fee. All shipping and handling fees charged by SwimWays will be displayed within your shopping cart during checkout.
Attention Canadian Customers: Additional border fees may be charged to you by Canadian customs and UPS upon delivery of your order. These are fees charged by the shipper and/or Canadian customs and not by SwimWays. Please contact UPS Canada to get an estimate of these costs prior to completing your order.
Ground shipments typically leave our facility within 2-3 business days of when you place your order. Order processing times may take as little as one day during slower months, and up to three business days during peak seasons. We process and pack all orders at our corporate headquarters in Virginia Beach, Virginia, with the exception of Aquaria foam floats that are shipped directly from our North Carolina factory.
All orders placed on Saturday, Sunday, holidays, or office closings will be shipped on the next business day we are open, regardless of chosen shipping method. (Holidays and office closings will be posted at the top of this page and in the shopping cart.)
Overnight shipping requests will only be honored during normal business days. The ship window cut-off time for overnight shipments is 3 pm EST and for ground shipments 1 pm EST. Orders placed after these times - or on weekends, holidays, or during office closings - will be processed the next available business day.
Our carrier is UPS and they do not deliver on the weekends. Express orders placed after 3 PM EST on Friday will not be processed until the following Monday, or in the event of a holiday, the next business day.
How do I track my order?
Registered customers can track their order through the My Account page (you must be logged in). You can also click on the tracking link in the Shipping Confirmation email you receive from us. (The Shipping Confirmation email is sent to you when the carrier picks up your order from our facility.)
If you did not receive a Shipping Confirmation email from us, please contact customer service via our web form or call 1-800-889-7946. (Please be sure to check your spam or junk mail folder first.)
When will I receive my order?
You may wish to use the shipping time estimator on the UPS website prior to placing your order to determine when your order will arrive based on your chosen shipping method and location. Remember to refer to the "How quickly will my order ship?" section above to factor in the time we require to prepare your order for shipment.
Please keep in mind that delays in delivery from UPS may occur during peak shipping windows (such as over the holidays) or during inclement weather. If you are experiencing a delay in shipment of your order, contact UPS directly with your tracking number. Any issues with delivery once your order has left our warehouse should be reported directly to UPS for resolution.
What is your returns policy?
A Return Authorization and proof of purchase are required for all returns. For questions about returning merchandise and to receive a Return Authorization, please contact us via our customer service web form anytime or call 1-800-889-7946 and request to speak to customer service for return instructions. Our customer service hours are Monday - Friday, 8:30 AM EST - 5:30 PM EST (except during holidays and office closings.)
After a return is authorized by our customer service department:
- Return the item to the address given to you by our customer service department.
- Include a copy of the email from our customer service department.
- Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns shipped via U.S. Postal Service or with a value of over $100 should be insured. We are not liable for return merchandise that does not reach our Returns Department.
We will notify you via phone or email of your repair, replacement or refund once we have received and processed your return item. All refunds will be in the same form of payment originally used for purchase within 14 to 21 business days of our receiving your return.
Please note that we only refund shipping costs if the return is a result of our error or manufacturer's defect. Non-defective/damaged items returned to us must be in the original packaging and in like-new condition.
What do I do if merchandise in my order was damaged during shipping?
Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage after the driver has left, keep all the packing and call the freight carrier to return and inspect the damage and file a claim. We cannot be responsible for damage caused by the freight carrier.
What if my merchandise appears to be damaged due to a manufacturer's defect?
If a product appears to have a manufacturing defect please contact us via our customer service web form or call our customer service line at 1-800-889-7946 and request to speak to customer service.
If you have any questions not covered by the above information, please contact us and we will assist you.