I need to change something on my order. Can I do that?
Once your order has been placed we can not revise it.
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Do you offer price matching/can you add a promo or discount to my order that was placed prior to your sale?
No, We do not offer price matching and can not add a promo code or discount to your order that has already been placed.
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When will my order ship?
We try our best to process orders within 5-7 business days from the day they are placed, but please allow more time for orders placed during covid-19, and our black friday sale
Your patience is truly appreciated
*Also note orders are NOT shipped on Fridays, weekends, or holidays.
Which carriers do you use to ship?
We use USPS First Class for both domestic and international orders.
How long will it take for my order to arrive?
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.
What should I do if I missed an attempted delivery?
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/
USPS sent the package back to you. What should I do?
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.
What if I receive the incorrect items or my items are faulty?Contact us at hello@stonefoxswim.com within (24) hours from the time your package was delivered so we can arrange for a replacement or repair.
How long will it take to process my return?
It typically takes 5-10 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 :)
Can I send in my return for a refund?
We’re sorry, but our return policy is an exchange only one. No Refunds.
Can I return/exchange items that were purchased on sale or with a promotional code?
No, all sales items are final.
Why were units removed from my order? And why was I refunded?
We reserve the right to cancel items off your order that we are unable to fill. We apologize for the inconvenience.
Will I have to pay International Taxes & Duties?
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.
What if my package says delivered, but I did not receive?
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@toastswim.com. Thank you!
