Shipping Policy

At Swim Pro Shop, we’re dedicated to getting your performance swimwear and training gear to you quickly and efficiently, just like your commitment to perfecting your stroke. Should any item not meet your competitive standards, our streamlined returns process ensures we make it right.

Shipping Information

Order Processing: We process all orders within 1-2 business days (excluding weekends and holidays).

Shipping Options:

• Standard Shipping: $12.95 via DHL or FedEx – Delivery within 10-15 business days after shipment
• Free Shipping: Available for orders over $50 via EMS – Delivery within 15-25 business days after shipment

International Customers: We ship globally (excluding some Asian regions and remote areas). Please note that customs/duties fees are not included in your order total and are the responsibility of the recipient.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. To qualify for a return or exchange:

• Items must be in original, unused condition with tags attached
• Original packaging must be included (especially important for technical equipment like goggles and fins)
• Proof of purchase must accompany the return

Non-Returnable Items

For hygiene and safety reasons – paramount in competitive swimming – we cannot accept returns on:

• Ear Plugs and Nose Clips (personal hygiene products)
• Snorkels (due to mouthpiece hygiene)
• Any customized or special-order performance swimwear

How to Return or Exchange

Follow these steps like you’d follow your coach’s training plan:

1. Initiate Your Return: Email us at [email protected] within 15 days of receiving your order with:
   • Your order number
   • Item(s) you wish to return/exchange
   • Reason for return
2. Wait for Authorization: Our returns team (all former competitive swimmers who understand gear needs) will respond within 24-48 hours with return instructions.
3. Ship Your Return: Package items securely using the original packaging when possible. Include the completed return form we provide.
4. Track Your Return: Use a trackable shipping method and retain your receipt until your refund processes.

Return Shipping Options

• Standard Return: Customer pays return shipping (we recommend using DHL or FedEx for fastest processing)
• Defective Items: We’ll email you a prepaid return label if the item arrived damaged or defective

Refund Process

Once we receive and inspect your return:

• Timing: Refunds process within 3-5 business days after we receive your return
• Method: Refunds go back to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping Costs: Original shipping fees are non-refundable (unless return is due to our error)
• International Customers: Refunds exclude any customs/duties fees

Exchanges

Need a different size in your competition suit or training gear?

• Follow the standard return process above
• Clearly state your desired exchange item (include size/color)
• We’ll ship your replacement once we receive the original item

Damaged or Defective Items

If your performance gear arrives damaged or defective (we know every second counts in your training):

• Contact us immediately at [email protected] with photos of the damage
• We’ll prioritize your case and typically resolve within 24 hours
• Option for replacement or full refund

Need Assistance?

Our customer service team (available 9am-5pm MST, Monday-Friday) can help with any shipping or return questions:

• Email: [email protected]
• Phone: [Insert Phone Number]
• Address: 1104 Clarksburg Park Road, Phoenix, US 85034

We stand behind our performance swimwear and training equipment just like we stand behind your aquatic achievements. Thank you for choosing Swim Pro Shop as your training partner.