Shipping Policy

Our Shipping Commitment

We ship globally to empower swimmers everywhere (excluding remote carrier-defined regions and parts of Asia). Our process is streamlined for efficiency, getting your high-performance gear to you as quickly as possible.

Order Processing & Delivery Timelines

• Order Processing: All orders are processed within 1-2 business days from our Oakland warehouse.
• Shipping Methods & Delivery Windows:
  1. Standard Shipping: Via DHL or FedEx.
     • Cost: $12.95 USD.
     • Estimated Delivery: 10-15 business days after shipment.
  2. Free Shipping: Via EMS for orders over $50 USD.
     • Cost: Free.
     • Estimated Delivery: 15-25 business days after shipment.

Delivery times are estimates and may vary based on destination and customs processing. You will receive a tracking notification once your order ships.

Our Return & Exchange Promise

We stand behind the quality of every product. If your gear does not meet your expectations, we offer a 15-day return or exchange window from the date you receive your order.

Step-by-Step Return/Exchange Process

1. Initiate Your Request:
   Within 15 days of delivery, email our customer service team at [email protected] with your order number and item details.
2. Receive Authorization & Instructions:
   We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping your return to our Oakland facility.
3. Ship Your Return:
   Securely package the item(s) with the RMA number clearly visible. We recommend using a trackable service.
   Return Address:
   Swimmer Shop Returns
   2948 Meadow Lane
   Oakland, CA 94612, US
   The customer is responsible for return shipping costs unless the return is due to our error or a defective product.
4. Inspection & Processing:
   Our team will inspect the item(s) within 3-5 business days of receipt. Upon approval, we will immediately process your refund or ship your exchange.

Refund Timeline & Method

• Timeline: Refunds are processed within 5-10 business days after we receive and approve your return.
• Method: Funds are returned to the original payment method (Visa, MasterCard, JCB, or PayPal). The time for the refund to appear in your account depends on your financial institution’s policies.

Exchanges

• For size or color exchanges, the new item will be shipped via Standard Shipping (DHL/FedEx) at no additional cost once the return is approved.
• For exchanges to a more expensive item, the price difference will be charged.

Non-Returnable Items

To ensure the safety, hygiene, and performance integrity for our global community of serious swimmers, the following items are FINAL SALE and cannot be returned or exchanged:

• All EQUIPMENT & ACCESSORIES (e.g., goggles, swim caps, earplips, nose clips) for hygiene reasons.
• Any item that is worn, washed, damaged, or missing its original tags and packaging.
• Custom-made or personalized items.

This policy aligns with the high standards required for competitive swimming gear and is standard practice within the industry.

International Returns Note

International customers are responsible for any customs duties or taxes incurred when shipping returns to the US. We cannot declare return packages as “gifts” or with a reduced value.