SwimOutlet.com Customer Service Center

2014 Mar | By

Shipping Option
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 the page. Then click "Review orders / track packages" and view the order. If a Tracking Number is displayed, you may click the "Track your package" link to view shipment details. If your packages show a status of "Delivered" and you do not have the package, or, if the delivery window has passed and you do not have the package, please contact customer service for 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. Some large/heavy items may also ship separately, please check your order confirmation to confirm if your order will be arriving in multiple shipments. 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
Information on our direct from manufacture policies.
  • What are your shipping options and fees?

    Click here to see our shipping options and fees.

  • When will my order ship?

    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 following business day. Please check the item description on the product page for specific information on its shipping time; certain large/heavy and custom items 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 1-2 Day shipping that is assigned a tracking number on Monday should arrive by Wednesday, the second business day.

  • Do you ship to my country?

    We are currently shipping orders within the United States, Puerto Rico and Canada. If you are a Canadian customer, please click the flag at the top right hand corner of the site and select your country to view items approved for shipping to Canada. For International Customers, click here.

  • Do you ship to APO/FPO addresses?

    SwimOutlet.com is proud to supply members of our Armed Forces around the globe. Due to processing requirements, APO/FPO shipments are typically handed over to USPS within 3-4 business days of placing your order. During peak seasons and holidays it may take longer. Please allow up to 8 weeks for delivery after you place your order. Unfortunately, tracking information is not available for APO/FPO shipments. We thank you for your patience.

  • How do I track my shipment?

    Click the "My Account / Order Status" link at the top right hand side of our site to track your order. 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. Customers who select standard shipping receive their orders in 6 business days or less, depending upon your proximity to our location. Some large/heavy or custom items may ship directly from the manufacturer and require additional time for delivery. Please allow for weekends, holidays and/or inclement weather delays when calculating your ship time, and remember that the day your order is shipped does not factor into the time in transit.

  • How do I qualify for Free Shipping?

    Most orders over $49 are eligible for free Standard 2-6 Business Day shipping, or free 1-2 Business Day shipping for orders over $99. Restrictions apply to select large/heavy items, and orders bound for Alaska, Hawaii, Puerto Rico, & APO/FPO destinations. Expedited shipping options are not available for large/heavy items or orders that receive a quantity discount, and the value of these items will not be applied towards free 1-2 Business Day shipping.

  • Should I ship to my PO Box or my street address?

    If you are unable to receive USPS deliveries at your street address, we recommend a PO Box address for standard shipping. Expedited orders are delivered via FedEx. FedEx does not deliver to PO Boxes.

  • What is FedEx Smart Post?

    FedEx SmartPost is a hybrid delivery service that combines FedEx with USPS. The initial segment of delivery is handled by FedEx; the package is then transferred to USPS near the parcel's destination. Final delivery is made by your local postal carrier.

  • How much is shipping to Hawaii, Alaska, or Puerto Rico?

    At this time we offer flat rate shipping exclusively. This allows us to keep our shipping prices low, regardless of the size of the order. Due to the increased cost of shipping to Hawaii, Alaska, and Puerto Rico, we must charge a higher flat rate fee of $12.99. Orders shipping to Hawaii, Alaska, and Puerto Rico are ineligible for free or $4.99 shipping at this time. Depending on the size and weight of the package, it may actually cost us more than $12.99 to ship the order. Regardless, we maintain a flat rate shipping structure as we find that it is the most convenient and fair option for our customers.

  • What are Direct From Manufacturer Shipments?

    Select items are shipped to you directly from the manufacturer due to size and/or weight. If your item falls under this category it will be indicated in your shopping cart. Any specific guidelines regarding returns and shipping times will be detailed on the product page.

Placing an Order
  • What are my payment choices?

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

  • How does the 3% instant credit work?

    If your merchandise total is over $99 and you opt for Standard Shipping (2-6 business days) during checkout, you will receive an instant credit totaling 3% of the order value! (Restrictions apply to select specialty items and orders bound for Alaska, Hawaii, Puerto Rico, & APO / FPO destinations).

  • How do I check out with PayPal?

    Existing and non-existing PayPal members who would like to pay via this method can click the "PayPal" button during check out. Existing customers will be prompted to log in; those new to PayPal can sign up in this screen as well. You can also sign up or get more details about PayPal by visiting www.paypal.com.

  • How do I buy/redeem a SwimOutlet.com 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(s) you're looking for, you may (1) use the navigation menus on the left of our website, (2) type a keyword into the Search box, (3) use the pull-down menu labeled Shop by Brand to locate products by brand. 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 on the left of our website. QUICK TIP: Place your cursor over anything that is a clickable link. You'll notice that anytime you scroll over something that is a link, your 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 just below our logo in the left-hand corner of 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 strive to ship orders as soon as possible. Due to quick processing, we are unable to alter orders after they have been placed. Should you need to make a return, please visit www.SwimOutlet.com/returns to obtain a Return Authorization Number.

  • 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 US retail website that offers the same item (including size and color) for a lower price.
    * The legitimacy of a website will be determined at the discretion of our representatives.
    * Please note, price matching is not available for select specialty items and/or items which ship directly from the manufacturer. This is because shipping costs are included with 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)
  • 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, swimoutlet.com/login.asp. You will then be able to enter your email address and receive your password.

  • Do I have to pay sales tax?

    Orders destined for locations in California, Ohio, and Connecticut are subject to sales tax. Sales Tax rates will vary depending on your county.

  • Do you have a retail location?

    We do not currently maintain a retail store.

  • 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 www.swimoutlet.com.

  • 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 SwimOutlet.com, organized by brand.

  • What is a "Grab Bag" suit?

    Our special "grab bag" deals are nothing but 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 a final sale item and are not eligible for return.

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

    Our availability is limited to stock on hand, and everything that you see online is currently in stock and ready to ship. If a color/size/product is not listed then we are temporarily out of stock. You should have the option to request an email notification when we are restocked on that color/size. If you cannot locate this option, go into the "Check Availability" page and select the "Receive Email Notification" option in the far right column and fill out the necessary information.

  • I cannot view any color/size selections.

    Some hardware and/or software is not optimally compatible with our website. Please contact customer service for assistance.

  • I have a question regarding 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.com?

    Absolutely not! The only emails you will receive from us are specifically regarding the status of your SwimOutlet.com order, although we do recommend that you sign up for our SwimOutlet.com mailing list to receive periodic offers, updates, and discounts.

  • Do you accept PayPal?

    Yes, we do! Please click the PayPal button during checkout.

  • Do you accept Purchase Orders?

    We are able to accept purchase orders in some instances. Please contact our Team Division at 1-800-469-7132 or teams@swimoutlet.com to discuss this possibility.

  • 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.

  • 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.

  • 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 usually occurs due to an address error, such as listing a P.O. Box for a Next Day shipping order or inputting an incorrect zip code.

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