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CUSTOMER SERVICE

FREQUENTLY ASKED QUESTIONS

Orders U.S Shipping
International Shipping
Exchanges
E-Gift Cards
Pricing
Returns Payment
Catalogs
Store Credit Rewards
Surfrider Discount



Orders

How do I check my order status?
You can view your order status and details on the Order Status page.

Why is my tracking information not appearing?
Even though your package has shipped, it may take up to 48 hours for tracking information to appear on a carrier’s website. This is due to the timing of updates made by the carrier’s tracking system. Please refer to the estimated delivery dates that appear on your order confirmation email. If the estimated delivery dates have passed and the carrier’s tracking information hasn't changed, our customer service team is happy to help. Email customerservice@swell.com or call 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

Can I add or remove items from my order once it is submitted?
You may contact our customer service team at 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday. However, because we work so quickly to ship you your order quickly, it is usually not possible for us to alter your order once it enters our system.

Can I cancel my order?
Once you have submitted your order, during the processing time frame, we may be able to cancel your order. You may contact our customer service team at 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday. However, once an order has been shipped we are no longer able to cancel it. You can check the status of your order by going to Order History under My Account.

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Exchanges


Easy Exchanges
Pick the wrong size? Want a different color? No problem – SWELL offers free shipping on all domestic exchanges. Give us a call at 1-800-255-7873 (Monday-Friday, 7:00 a.m.-6:00 p.m. PST) to arrange for your product exchange.

Exchange Policy
We strive to create a risk-free shopping experience for our customers. If you like an item, but you realize that you selected the wrong size or color, you get 30 days to send it back and swap it out for a different size or color at no additional shipping charge. As long as it’s a domestic order within the continental United States (lower 48 states), you’ll get free return shipping and free outbound economy shipping to get your new item back to you. Sweet deal, right? Here are a few quick rules to keep in mind regarding exchanges:
  • Non-returnable or final sale items are not eligible for exchanges.
  • Exchange items must be new and in the original packaging.
  • Exchange items cannot be worn, washed or altered.
  • Tags must be in place.
  • Footwear must be in its original box and may not be scuffed.
  • Swimwear must have hygiene liners in place.
  • Surfboard sales are final and are not eligible for exchanges.
  • Packing slips must be included with exchange items.

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Returns


What is your return policy?
SWELL is committed to customer satisfaction. If you receive merchandise that you are unhappy with for any reason, simply return it to SWELL within 60 days - in the condition you received it for a full refund or store credit that never expires. After 60 days and up to 180 days we will issue a store credit.
  • Items must be new and in the original packaging.
  • Items cannot be worn, washed or altered.
  • Tags must be in place.
  • Footwear must be in its original box.
  • Swimwear must have hygiene liners in place.
  • Surfboard sales are final. No returns unless damaged upon receipt.
  • Packing slip must be included.
  • Final sale items and non-returnable items will not be accepted.

How do I return an item?
SWELL offers fast and easy returns. There are two ways to ship purchases back to us. Whichever option you choose, include your completed packing slip form, remove or cover the original shipping label and seal the package securely with tape. Unfortunately we are unable to offer SmartLabel returns for packages shipped to Puerto Rico, Guam, APO/FPO addresses, Canada, or other countries.

Shipping Option 1: Use our SmartLabel. Click here, follow the steps, then send the package back to us via U.S. mail. You will be deducted a $4.99 return shipping fee if you use a SmartLabel.

Shipping Option 2: Return on your own. Please send your return package with the packing slip enclosed to this address:

Order #___________
SWELL Returns Department
121 Waterworks Way Suite 101
Irvine, CA 92618

For your security, we recommend insuring packages against loss and retaining the tracking number. SWELL cannot accept COD deliveries and is not responsible for customer returns that are not received.

How long does it take to process a return?
Please allow approximately two to three weeks for the shipping and processing of your return. Depending on your credit card company, it may take an additional two to ten business days after your credit is applied for it to post to your account.

Hawaii residents mailing returns using SmartLabel should expect additional processing time of four to six weeks.

How do I track a return?
If you mailed your return using a SWELL return label, click here to track your package. Please allow 24-72 hours after mailing your package to see tracking information.

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Store Credit


What is store credit?
When returning items, you have the option to receive a refund to the order’s original payment method, or store credit which can be used conveniently for future orders on SWELL. To request store credit, check the Account Credit option on your packing slip. Or request it directly from the customer service representative assisting with your return.

What are the benefits to choosing store credit?
Store credit never expires and is stored safely and conveniently in your My Account until it’s fully redeemed.

Can store credit be combined with coupons or discounts?
Yes! Any eligible coupon or discount can be used with store credit or any other payment method you select.

I have store credit. How did I get it?
Store credit is issued to customers who checked the Account Credit option on the packing slip or customers who requested it directly from a customer service representative who assisted with a return. Additionally, as an extended return window, store credit is issued to customers who returned products after 60 days and before 180 of purchase. Before 60 days of purchase, customers have the option off returning items for a refund to the order’s original payment method.

Store credit has always been a feature of SWELL, however in January 2014 it was made available online for customers to view and redeem themselves in checkout without requiring the assistance of a representative. If you have any questions about your balance, you may contact the customer service team at 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

When will my store credit become available?
Please allow approximately two to three weeks for the shipping and processing of your return. Once your return is processed, an email will be sent to you confirming your return. Your store credit is available at that time.

How do I use store credit?
The easiest way to use store credit is by applying it in checkout. Be sure to log in with your SWELL account. When store credit is available, it appears in the Payment step next to a yellow Apply Store Credit button.

What if I don’t have enough store credit to cover my order total?
If you don’t have enough store credit to cover your order total, the Credit Card page will appear during checkout where you can select or add a credit card. Store credit cannot be combined with SWELL Gift Cards or Paypal.

How can I check my store credit balance?
Your store credit balance is listed on the Store Credit page in My Account. If you placed your order by checking out as guest and you have not registered, your store credit notification email includes a link to create a password. Then simply sign in to view and use your store credit. Store credit balances may also be obtained by contacting the customer service team at 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

Can I receive store credit for returned items purchased with PayPal?
Currently the amount for returned items purchased with PayPal must be refunded to PayPal and cannot be given as store credit.

Can store credit be redeemed on the SWELL mobile site?
Currently store credit is not redeemable on the mobile site, but will be soon.

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Shipping and Handling


What are your shipping fees?
SWELL proudly offers free standard shipping on orders all orders within the continental U.S.!

 Merchandise 
 Total
 Priority Ground
 (2-5 Business Days) 
 Two-Day Shipping
 (2 Business Days) 
 Overnight
 (Next Business Day) 
 $0 - $18  $5.99  $9.99  $24.99
 $18 or More  Free  Free  $14.99

Certain orders have exclusions:
  • Surfboard and surfboard bags
  • Alaska, Hawaii, and US Territories will have a $5 surcharge in addition to the shipping fees in the table above.
  • International orders
         o $35.00 for 6 to 12 business day delivery service and $40 for 3 to 7 business day delivery service. All orders outside the United States are shipped using DHL.
         o SWELL does not ship to Africa (and surrounding countries), Greece, India, Indonesia, Malaysia, Mexico, North Korea, Philippines, Romania, Russia, or Venezuela. For Israel, additional information may be needed to complete your order. Please contact customer service by phone at 949-234-4600 or by email at customerservice@swell.com for more information.
         o See International Orders information


What is your express shipping process?
  • SWELL offers express shipping options (Two Day and Overnight). See table above for fees.
  • Express shipping is available only for items that are in stock.
  • A residential street address is required for all express shipping orders.
  • Express shipping is not available for orders shipping to post office boxes, APO/FPO addresses, Alaska, Hawaii, off shore U.S. territories such as Puerto Rico and international orders.
  • Express shipping orders placed before 9:00 AM PT on a business day typically ship the same day pending credit card approval.
  • Express shipments occur Monday through Friday. If Saturday delivery is required, contact SWELL customer service at 1-800-255-7873 between 7:00 AM and 6:00 PM PT, Monday through Friday to determine charges and whether Saturday delivery is available in your area.

What is your backorder shipping process?
You will be charged shipping and handling only once. There are no additional shipping charges for backordered items that ship separately from the original order. Backordered items ship via Economy Ground.

Does it cost me anything to use the Return Label provided with my order?
The Smart Label provided for you has a cost associated with it of $4.99 which will be deducted from your refund once it is processed. However, when an exchange is requested there is no fee to use the barcoded Return Label provided. The $4.99 fee covers the cost you would have to pay to return the order yourself and ensures you are not liable if the package is lost (we will still issue a refund if your package is lost and you used our Smart Label). It allows us visibility on the tracking of your items being returned. You do not have to use our Return Label to send items back; however, we strongly recommend you insure, certify, and track your order when returning to protect you from lost packages. You can reprint a barcoded return label...just click here.

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E-Gift Cards

Does SWELL offer gift cards?
Digital E-Gift Cards are available in denominations of $25, $50, $75, $100, $150, $250 and $500 can be purchased on the SWELL Gift Card page. They make great gifts all year long. So go ahead, make someone happy!

In October 2014 we discontinued the sale of physical gift cards. If you have a physical gift card you may of course still redeem it in checkout.

When will my friend receive my E-Gift Card?
Please allow one full business day for your friend to receive your E-Gift Card email.

How can I check my SWELL Gift Card balance?
Click here to check your Gift Card and E-Gift Card balance.

How do I redeem it?
Using your SWELL Gift Card or E-Gift Card is easy. Choose SWELL Gift Card as your payment method in checkout, then enter the number in the Gift Card Number field if you have a physical card or under E-Gift Card Number in your email if you have the digital version. If you are placing a phone order, just give your number to our friendly customer service representative.

If the balance due on your order exceeds the card balance, you may use another accepted payment method to complete your purchase. Any unused portion of your SWELL Gift Card or E-Gift Card will remain for future use.

Can I transfer my gift card balance to another SWELL account, or cash it out?
Unused SWELL Gift Card and E-Gift Card balances may not be transferred to another account. SWELL Gift Cards and E-Gift Cards are not eligible for a cash refund unless required by applicable state law.

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Payment

What payment methods do you accept?
  • These major credit cards: Visa, MasterCard, American Express and Discover
  • PayPal
  • SWELL Gift Cards

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Rewards

What is the Rewards Program?
The Rewards Program lets you earn 3% back on every purchase you make at SWELL, every day of the year. Plus you'll get special access to deals available only to Rewards members.

You cannot earn Rewards from sales tax, shipping charges, discounts, free items, past purchases, gift cards, and boards. You cannot redeem Rewards on gift cards. If you return merchandise, Rewards earnings from that purchase will be deducted from your Rewards account.

How can I earn additional Rewards?
Occasionally we run limited time promotions, raising the amount of points that are awarded for a qualifying purchase.

How does it work?
Rewards are earned in a calendar quarter (three month periods), then you have one month to redeem them. For example, if you purchase $200 in products from January to March, you will receive a $6 dollar voucher to spend from April 15th to May 15th. Your unique voucher code will be emailed to you and posted in your My Account. These voucher codes can be used like any SWELL coupon. Don't worry, we'll send you helpful reminders so you don't forget to use your voucher. Earning periods are consecutive. That means you earn Rewards every day of the year, even while you redeem your Rewards voucher!

What are the Rewards earning and corresponding redemption periods?

Earning Period Redemption Period
Jan to Mar Apr 15 to May 15
Apr to Jun Jul 15 to Aug 15
Jul to Sep Oct 15 to Nov 15
Oct to Dec Jan 15 to Feb 15


How do I join?
Joining is totally free and automatic. Just create a SWELL account at checkout and make a purchase with that account to join and start earning. If you already have a SWELL account, just make sure you're signed in so we know who you are and can give you Rewards.

How do I view and access my Rewards vouchers?
Rewards vouchers will be posted on the Rewards page of your My Account. You can also view your Order History any time to see a complete list of online purchases and dates.

How do I use my Rewards vouchers?
Enter your Rewards voucher code in the Promotional Code box that appears on the Order Review page in checkout and click the ADD button. See screenshot below.

After you enter your Rewards voucher code, if you have additional SWELL coupon codes, you can enter them one at a time in the same box. Rewards vouchers cannot be redeemed for cash.

Can my Rewards vouchers be combined or transferred?
Rewards vouchers are associated with your account and will be added to the account you use to make purchases. You cannot combine Rewards vouchers acquired through multiple accounts or transfer Rewards vouchers from one account to another.

What if I return merchandise?
If you return merchandise, Rewards earnings from that purchase will be deducted from your Rewards account.

Are there any exclusions?
You cannot earn Rewards from sales tax, shipping charges, discounts, free items, returned items, past purchases, gift cards, and boards. You cannot redeem Rewards on gift cards.

What if my Rewards voucher total looks inaccurate?
If you have questions about your Rewards, our customer service team is happy to help. Email customerservice@swell.com or call 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

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International Orders

Does SWELL ship outside the U.S.?
Yes. Orders shipping to Canada can be placed here on www.swell.com. All other orders shipping internationally can be placed on international.swell.com. You can use the same login for both sites and all of account information, excluding items saved in your cart, will be synchronized.

What countries do you NOT ship to?
SWELL does not ship to Africa (and surrounding countries), Greece, India, Indonesia, Malaysia, Mexico, North Korea, Philippines, Romania, Russia, or Venezuela. For shipments to Israel, additional information may be needed to complete your order. Please contact customer service by phone at 949-234-4600 or by email at customerservice@swell.com for more information.

What are your international shipping fees?
International shipping fees are a flat $35.00 for 6 to 12 business day delivery service and a flat $40 for 3 to 7 business day delivery service. All orders outside the United States are shipped using DHL.

Are there brands and products that cannot be shipped outside of the U.S.?
SWELL offers international shipping on most items. However, certain brands and products are not eligible to ship outside of the U.S. Those restricted items include:
  • Canada

    • Surfboards
    • Skateboards
    • GoPro, O'Neill, Rip Curl, and Sector 9 products

  • All Other Countries:

    • Surfboards
    • Skateboards
    • Dot Dash, GoPro, Hurley, Kustom, Nixon, O'Neill, Quiksilver, Rip Curl, Roxy, and Sector 9 products


How will I pay duties and taxes?
International customers are responsible for the payment of applicable duties or taxes. These additional charges will be collected from the recipient by our shipping carrier at the time of delivery. Customers who refuse their order will not be refunded the original shipping fee. In addition, the customer will be responsible for an additional $25 fee to help cover our cost for return customs fees and shipping. We recommend you contact your country's customs office for an estimate of fees before placing your order.

How do I complete an international return?
Call customer service at 949-234-4600 Monday to Friday, 7:00 AM to 6:00 PM PT or email us at customerservice@swell.com to obtain a return authorization number and enter it on your packing slip. Fill out the rest of your packing slip and enclose it with the merchandise. For your security, please insure the package against loss and retain your tracking number. SWELL cannot accept COD deliveries and is not responsible for customer returns that are not received. Send your return package to this address using your own shipping method:

Order #___________
SWELL Returns Department
121 Waterworks Way Suite 101
Irvine, CA 92618

SWELL cannot refund your original or return shipping charge.

Can I use SmartLabel for international returns?
Unfortunately we are unable to offer SmartLabel returns for packages shipped to Puerto Rico, Guam, APO/FPO addresses, Canada, or other countries. To use a SmartLabel, shipments must be sent from the U.S.

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Pricing


What if I purchase an item and it goes on sale?
Price adjustments can be made if the original purchase is within 5 business days of the date when the item goes on sale.

Why are catalog prices sometimes different from your website?
Sometimes products go on sale after we publish our catalog. The current lowest pricing will be honored, whichever method you choose to order, whether by phone or online.

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Catalogs

How do I sign up for a free catalog?
Signing up is easy and you can do it via our SWELL Catalog sign up page.

How do I remove my name from your catalog list?
Just let us know and we'll take the necessary steps. Email us your name and address just as it appears on your mailing label at customerservice@swell.com, or call 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

What if I am receiving duplicate catalogs?
Email us your name and address just as it appears on your mailing label at customerservice@swell.com and state you are receiving duplicate catalogs. Or call 1-800-255-7873 from 7:00 AM to 6:00 PM PT, Monday through Friday.

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Surfrider Discount


How do I get my Surfrider Foundation Membership discount?
Surfrider Foundation members get 20% off on purchases made at SWELL. Visit the Surfrider Foundation website to learn more.

Do I return Surfrider items directly to SWELL?
Yes. If you're a Surfrider Foundation member and wish to return or exchange your SWELL purchase, SWELL's standard return policy will apply.

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