Customer Service Center at

2014 Jul | By

Canada Customer Service Center
Checking the Status of Your Order
  • Has my order shipped? And/or How do I track my order?

    Click the "My Account" link located at the top of every page of our site to enter our account management page. Once there, click the "Review orders / track packages" link located in the My Orders section. From there, a simple pull-down menu will allow you to view and track previous orders swiftly and easily!

  • My order never arrived.

    Click the "My Account" link located at the top of every page of our site. If your order displays a Tracking Number, you may check with UPS or Canada Post to confirm that your packages were delivered. If your packages show a status of "Delivered", please contact us at customer service for further assistance.

  • An item is missing from my shipment.

    If you have ordered an item which ships from another location (custom items and deck equipment are two common examples) it will be shipped separately. If all of your invoiced items shipped from our warehouse and what you have received does not match your packing list, please contact our customer service center so that we may assist you.

  • My product is missing parts.

    Please check the item description on our website for an account of any special parts or pamphlets which should be included with your item. If they are missing, please contact customer service and we will investigate.

  • What is a backorder?

    A backorder occurs when an item has recently and unexpectedly run out of stock. To ensure that you receive your order in a timely fashion, we may cancel any backordered items from your order and refund you fully for those items. Please contact customer service for more details.

Shipping & Delivery
  • Do you ship to Canada?

    Yes! is proud to now serve our neighbors to the north with shipping service directly to Canada. Learn More

  • What are your shipping options and fees?

    Click here to see our shipping options and fees.

  • Can all of the items on be shipped to Canada?

    Certain oversized or customized items such as lane lines will not be eligible to ship to Canada. These items are shipped from third party warehouses that are not yet able to offer international shipping. Also, due to regulations we do not sell nutrition or personal care items to Canada. The website will clearly denote ineligible items and prevent you from placing an order for them with a Canadian shipping address. If you would like these items shipped to a stateside address, please place a separate order for them.

  • When will my order ship?

    All orders received by 6:00 PM EST Monday - Friday, are typically shipped the same day. Orders placed after 6:00 PM EST will ship the next business day. Please check the item description of the particular product you are ordering for more specific information on its shipping time. Certain items, such as custom orders or deck equipment, cannot be expedited.

  • How do I calculate my delivery time?

    To calculate your delivery time, start from the business day after your expected ship date. For example, if your package ships on Monday, Tuesday will be the first day of transit. If your package ships on Friday, Monday will be the first day of transit, and so on. An order with 2-4 Day shipping that is assigned a tracking number on Monday will arrive by Friday, the fourth business day.

  • How do I track my shipment?

    Click the "My Account" link at the top of our site. Log in by entering your user name and password. Once logged in, click Review orders / track packages. When your order ships, a shipping confirmation email will also be sent to you with instructions on how to track your package.

  • When will I get my order?

    We ship most orders from our warehouse in Ohio. Most customers who select standard shipping receive their orders in 15 business days or less, depending upon your proximity to our location. Please allow for weekends and holidays when calculating your ship time, and remember that the day your order is shipped does not factor into the time in transit.

Placing an Order
  • How do I place an order?

    During the online checkout you will be given the option to select your country and province. As always, make sure that the billing address that is entered, whether Canadian or stateside, is valid for the credit card you are using. Entering the wrong billing address may result in your bank temporarily withholding funds from your account.

  • What are my payment choices?

    We accept Visa, MasterCard, American Express and Discover, and PayPal. We are unable to accept checks, money orders, purchase orders, or cash at this time.

  • How do I buy/redeem a Gift Card?

    To purchase a gift card for someone, click here. If you are the recipient of a gift card and would like to redeem your gift card, click here.

  • How do I find my product?

    To find the product you're looking for, you may (1) type a keyword into the Search box found at the top of every page on our website, (2) select a category from the Shop by Category section on our homepage, or (3) select a brand from the Shop by Brand section on our homepage. To reach the homepage, click on the SwimOutlet icon in the upper left hand corner, or visit If you have any trouble locating a product, feel free to contact customer service for assistance.

  • How do I navigate the site?

    To navigate this website, simply click on a category you might be interested in. Categories are located in the midsection of our homepage at QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is not a link will leave your cursor as an "arrow". You may also type a keyword into the Search box located at the top of every page on our site to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

  • How do I know which size to order?

    Please take the necessary measurements and compare them with the sizing chart. A link to our sizing charts is located at the bottom of every page as well as on the item page above the size selection menu. Sizing charts vary by brand and are general guidelines only. We are happy to help you interpret the size charts, please feel free to contact customer service should you need assistance.

  • Can I change my order once it has been placed?

    We ship all orders as soon as possible, so please be aware that once you click the Place Order button your order cannot be changed. If a change needs to be made to your order, you will need to contact us so that we may cancel your order and replace it with a corrected one, provided that it has not yet shipped out.

  • Low Price Guarantee

    It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! We will price match any legitimate* non-auction website that offers the same item (including brand, size and color) for a lower list price.
    * The legitimacy of a website will be determined at the discretion of our representatives.
    * Please note, price matching is not available for coupon codes or select specialty items and/or items which ship directly from the manufacturer. This is due to the fact that we offer free shipping on many of such items.

  • Privacy Policy

    We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

  • Security

    This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

FAQ (Frequently Asked Questions)
  • What is your return policy?

    We want you to be fully satisfied with your purchase. SwimOutlet will gladly accept returns within 60 days of the order shipment date for a refund (or store credit at your discretion), less the duty, tax, and shipping costs. In the event that a SwimOutlet provided return label is used, a fee of $9.99 will be deducted from your refund. Merchandise must be returned in its original, unused condition, with tags intact and packaging included. To make a return, please chat with us online, email us at, or give us a call at 1-800-691-4065 Monday - Friday 6am-8pm, Saturday - Sunday 8am-5pm PST. We will gladly assist you.

  • I forgot my password.

    To retrieve your password, click the "Forgot your password?" link beneath the entry fields on the left hand side of the Login page, You will then be able to enter your email address and receive your password.

  • What about duty and tax? Will I have to pay a customs fee?

    SwimOutlet will pre-calculate the applicable taxes, duties, and other fees required for Canadian delivery. Your card will be charged at checkout. This ensures that you can easily receive your package at your doorstep without any additional cost or hassle. In the event of a return, your duty and tax will not be credited back to your card.

  • Do you have a retail location?

    We do not currently maintain a retail store.

  • I am a reseller. Do you sell wholesale?

    As a reseller ourselves, we do not offer any items at wholesale prices.

  • Can I request a catalog?

    We currently do not offer a printed catalog. Our product selection changes daily. You can find our entire product catalog online at

  • I can't figure out what size I am.

    Please refer to our sizing charts for detailed information about manufacturer sizing guidelines. You may find them at the bottom of each page of, organized by brand.

  • What is a "Grab Bag" suit?

    Our special "grab bag" deals are nothing but new, first quality suits at unbeatable savings. You pick the size and we pick the color, and the more you buy the better the price! We are sorry, but due to limitations in availability, we cannot guarantee a specific style, material, or color. Grab bags are not eligible for refunds.

  • The color/size I am looking for is not an available selection.

    Our availability is limited to stock on hand; everything you see online is currently in stock and ready to ship. If a color/size/product is not listed, this means we are presently out of stock. You may request a notification email to be sent when we are restocked with your desired color and size. To do so, click the "Check Availability" link on the item page, select the "Receive Email Notification" option, and fill out the necessary information.

  • I cannot view any color/size selections.

    Please contact customer service for assistance.

  • I have a question on my charges.

    Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

  • Will I receive spam email from SwimOutlet?

    Absolutely not! The emails we send are specifically regarding the status of your SwimOutlet order. During checkout, you will have the option to join our mailing list. By doing so, you'll receive periodic SwimOutlet offers, updates, and discounts. You may edit your email settings anytime by clicking the My Account link at the top of the page and selecting "Change my e-mail preferences".

  • Do you accept Purchase Orders?

    No. We currently accept credit card orders only.

  • Do you offer quantity discounts?

    We offer quantity discounts on many of our products! If an item has an available discount, a 'QTY Discount' link will appear on the item page just below the Add to Cart button. Please click on the link for details regarding required quantities as well as applicable savings. At this time expedited shipping is not available for orders receiving a quantity discount or bulk orders. A bulk order is defined as any single item with a quantity of 12 or more units.

  • I need a copy of my receipt/invoice.

    Log in to your account and click the "My Account / Order Status" link at the top right hand side of our site to view past orders and print invoices.

  • When will my credit appear on my account?

    Credits usually take a maximum of 7-10 business days to post from the time we receive your item(s), but this is dependent upon your bank's policy. Check with your financial institution for accurate information regarding their holding times.

  • When will my credit card be charged?

    Your credit card will be charged when your order is placed.

  • Why was I charged twice for my order?

    Any order attempt may result in a pending charge showing on your credit card, even should the transaction be declined. These pending charges usually clear within 2-3 business days, though it varies from bank to bank. You may wish to contact customer service to confirm that such orders are cancelled.

  • Why was my credit card declined?

    Most declined transactions are the result of some information being entered incorrectly. Please confirm your address, credit card number, expiration date, and cvv2 number before attempting to place the order again. If you have moved or changed addresses recently, you may wish to try using your prior address in the Billing Address field. If all information in our systems is accurate, please contact your credit card company and confirm the address that is listed for the primary account holder. Only a small percentage of transactions are declined due to credit card balance concerns.

  • Why was my order returned to your facility?

    In cases of a package being deemed undeliverable by the courier, the parcel will be redirected to the original shipper. This generally occurs due to an error in the shipping address. Please contact customer should you need assistance.

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