FAQ

Once your order has been placed we can not revise it.

No, We do  not offer price matching and can not add a promo code or discount to your order that has already been placed.

Orders will be processed within 1-3 business days from the day they are placed, but please allow more time for orders placed our black friday sale Your patience is truly appreciated *Also note orders are NOT shipped on Fridays, weekends, or holidays.

*Effective 11/14 please allow an extra 2-3 weeks for shipping due to a move in warehouse locations. we apologize for anyinconvenience!

We use USPS First Class for both domestic and international orders.

For Domestic - once your order is dispatched it typically takes an estimated 5-10 business days to deliver.

For International - once your order is dispatched it typically takes 4-8 weeks to deliver.

**Please keep in mind that this is an estimated delivery time provided by our carriers. On rare occasions your package can arrive outside the estimated timeframe.

USPS will leave you an attempted delivery notice. For USPS you can either fill out the notice and leave it somewhere visible for your carrier or fill it out online at: https://redelivery.usps.com/redelivery/

It can take a while for us to receive the undeliverable package. You will be contacted once we receive your package about reshipping information. Please note you will be responsible for reshipping costs.

Contact us at hello@stonefoxswim.com within 2 days from the time your package was delivered so we can arrange for a replacement or repair. 

It typically takes 7-10 business days from the day we receive your return for us to process. During busy seasons it may take a little longer. We really appreciate your patience :)

We’re sorry, but our return policy is an exchange only one. No Refunds. 

No, all sales items are final.

We reserve the right to cancel items off your order that we are unable to fill. We apologize for the inconvenience.

You will be responsible for all taxes and duties applied to your package. The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.

Unfortunately, once packages are in the carrier's hands, they are out of our control. That being said, we know how frustrating it can be and we are here to help!

As stated at checkout, if you opt out of ROUTE shipping protection, our hands are tied. You need to work directly with USPS to resolve this issue, as they do not guarantee insurance to us and we cannot take on their liability when they refuse to reimburse us for lost or damaged packages. We have given you the opportunity to insure your package via ROUTE shipping protection. If you choose not to use it, the liability falls on you.

- If you purchased ROUTE shipping protection at checkout:

We implemented ROUTE shipping protection to provide added insurance to your package.

To file a claim with ROUTE, download the ROUTE mobile app via the email you receive from ROUTE after placing your order, or by going to claims.route.com. After filing a claim, a ROUTE representative will reach out within 24 - 48 hours to get you taken care of. ROUTE will ensure that you either receive a replacement or refund.

 - If you did not purchase ROUTE shipping protection:

If you opted out of ROUTE, there is not much we can do.

As a small business, we cannot take on the liability of carriers losing our packages and not reimbursing us for them. This is why we implemented ROUTE. We ask for your patience and understanding when working through these issues, as this is something that is very frustrating and time-consuming for us too.

Please feel free to reach out to our customer service team for additional assistance at hello@stonefoxswim.com. Thank you!