FAQ


I need to change something on my order. Can I do that?

 

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

 

 

When will my order ship?

 

We try our best to process orders within 1-3 business days from the day they are placed, but please allow more time during sales and holiday seasons. Also please note orders are not shipped on Fridays, weekends, or holidays.

 

 

Which carriers do you use to ship?

 

We use USPS priority mail for domestic orders and DHL Express Worldwide for International orders.

 

 

How long will it take for my order to arrive?

 

Once your order is dispatched it typically takes an estimated 1-3 business days for both domestic and international orders 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.

 

 

Do I need to be present at delivery?

 

Yes, you or someone else will need to be present as all of our packages require a signature. If you chose to have your package delivered without signature (we would need to be contact for this option) we will not be responsible for any lost or stolen packages.

 

 

What should I do if I missed an attempted delivery?

 

USPS and DHL 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/
For DHL they may attempt to redelivery within 24 hours or you can reschedule at: http://www.dhl.com.my/en/express/shipping/request_redelivery.html

 

I didn't reschedule a redelivery and USPS/DHL 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.

 
Where can I find the return authorization form?

 

Our customer service reps will be able to provide you with one. Please email them at hello@stonefoxswim.com to obtain. Please note you must contact us within 7 days from the day you received your order for the exchange form.

 

 

How long will it take to process my return?

 

It typically takes 5-7 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.

 

 

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.