FAQ

1. Orders & Order Processing

Q: How long does it take to process my order?

Most orders are processed and shipped within 24–48 business hours (Mon–Fri).
However, during peak periods or due to inventory demands, processing may take 3–5 business days. We always work to ship your order as quickly as possible.

Q: Will my order ship in multiple shipments?

Yes. Depending on product availability, orders may arrive in multiple packages. You will receive tracking information for each shipment.

Q: Can I change or cancel my order after placing it?

Orders begin processing quickly, so updates or cancellations may not be possible.
Contact support@swim2000.com for immediately for assistance. 

2. Shipping & Delivery

Q: Do you offer expedited shipping?

Yes. Expedited shipping options are available at checkout.

Q: What happens if the shipping carrier delays, loses, or damages my package?

Once your order has been delivered to the delivery address you provided, the risk of loss transfers to you.

Swim2000 is not responsible for:

  • Carrier delays

  • Lost or stolen packages after delivery

  • Damage caused during transit

  • Delivery issues resulting from incorrect or incomplete addresses

If you experience an issue, please reach out to us. While Swim2000 cannot assume responsibility for carrier-related problems, we will do our best to assist you and help guide you through the carrier’s claim process.

For help, contact support@swim2000.com

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Q: What if I entered the wrong shipping address?

Swim2000 is not liable for orders shipped to incorrect addresses provided at checkout.
Please review your shipping details carefully before submitting your order.

3. Backordered Items

Q: What happens if an item is backordered?

If an item is backordered, we will notify you with updates and available options, including alternatives or a refund for the unavailable item. We will keep you informed throughout the process.

4. International Orders & Customs Fees

Q: Do international orders include customs fees, taxes, or import duties?

No. Swim2000 does not collect, include, or reimburse customs fees or import taxes.
These charges are determined by each country and are the customer’s responsibility.

Swim2000 is not responsible for:

  • Customs delays

  • Refused packages due to unpaid duties

  • Return shipping costs due to customs refusal

Please check with your local customs office for details.

5. Returns, Refunds & Exchanges

Q: What is your return policy?

You may return unused items in original condition with original tags and original packaging in accordance with our published return policy.

Items Ineligible for Return :

The following items cannot be returned:

  • Items with detached tags, worn items, or items used in the water

  • Books and videos, unless they arrive defective

  • Customized or personalized products

  • Grab Bag items, which may be exchanged only (no returns)

All products must be returned in unused, original condition with original tags and packaging to qualify for a return.

Q: When will I receive my refund?

Once your return is received, please allow 3–7 business days for Swim2000 to process and issue your refund.
During busy seasons or if additional inspection is required, processing may take longer.

After the refund is issued, the timing for the funds to appear in your account depends on your bank, card issuer, or payment provider.

 

6. Emails, Notifications & Account Settings

Q: I’m not receiving emails from Swim2000. What should I do?

Please check your Spam or Junk folder and mark our emails as “Not Spam.”
Adding our email to your contacts may help: